Design And Implementation Of ITIL - Based Maintenance Operation And Maintenance Management Platform

With the improvement of IT construction, IT operation management has become one of the hottest research topic. The IT system management in Shanghai Real Estate Bureau now exists the following problems. Firstly, there was no unified monitoring methods for different IT systems. Secondly, there was no specification for operation and maintenance, which made the staff solve the immediate problem busily and neglect how to build a stronger system. Thirdly, the requirements of different departments are flexible, and the existing system was too simple to provide the supporting. Fourthly the operation and maintenance management lacked of technical support and long-term planning, with little experience as the guidance. Finally, the personnel workload was difficult to do statistical analysis and assess. In this condition, to provide a powerful, an easy to operate and a stable management platform for enterprises is particularly necessary. At the same time, from the perspective of department, providing a unified monitoring operation and maintenance management platform to check the status of business systems, query the real-time data and send alarm to provide better service, which has become the trend in IT management. The establishment of a unified management platform for monitoring and standardization of the the IDC operation processes is the main content and significance of the topic.Based on ITIL standards, the platform collect performance through SNMP agent, do server monitoring, database monitoring and application monitoring through agentless capture, using netcool as network configuration management, Tivoli Portal as asset management, hardware information, problem management and help desk portal. It defines a unified storage as XML data and use A jax technology to show rich data in the front. The platform has established monitoring for server operating system, middleware, and database running state automatically and diagnosis of application performance problems, to solve the problems faced by the IT management.This thesis has an innovation on the design of monitoring technology and process management. The monitoring interface is standardized and the storage format is unified, which implements the ITIL methodology. The platform is able to support more complex transaction by ITIL methods. It provides many automatic and standardized operation such as service desk, incident management, problem management and change management.