Wfmc And Web Service-based Itil Service Support System And Implementation

During the first 10 years of 21st century's, ITIL has been developed to maturity in Western countries and help the majority of the business and governmental organizations with ITIL implemented to achieve more effective managements and cost reduction. Because of some ideological differences from traditional managements and the unacceptable high cost of ITSM flow system's development in the first phase of ITIL implementation, Most Chinese companies have so far remained at the initial period even the "confused period" of ITIL. Only a few large companies especially some European and American multinational company's China subsidiary have actually implemented the ITIL system and processes, furthermore through the related ISO20000 standard.This thesis makes a requirement analysis focused on the needs for ITSM service support processes'system in line with the domestic enterprises cultural style. And then with the AgilePoint process engine and management platform which based on WfMC workflow technical standards and Web Service, it proposes a lightweight process for the requirement into detailed design solutions and system function develop achievements, which also put the business process management ideas into practice. Simple structural, functional, and logical design will make the costs in system development and use as low as possible, which can reduce the threshold for enterprises to implement ITSM processes and reduce business' concerns on ITIL implementation, so as to attract more attention from small and medium enterprises, even their implementation.Because of the culture differences among different companies, in addition to the business change and culture change during companies'development, business using the service support processes will certainly raise kinds of questions and ideas for improvement. Identically and reasonably, ITIL is a PDCA cycle improvement process concept. At the end of this thesis, an idea is raised to improve and extend the system according to some user's feedback after use it.