Design And Implemantation Of IT Operation Management Platform

The development of modern enterprises due to height-dependent on IT management, with the continuous expansion of the size of the enterprise, the IT risk becomes increasingly important. This fully reflected the importance of IT operation, and also brought extraordinarily pressure to stable and efficient of IT Management. Now the most critical problem of IT management for domestic enterprise is the extensive IT management and system management. How to utilize IT resource with logic and how to control IT risk with efficiency, it is a primary project in these years.Currently, the development of domestic enterprise IT management has gone through a basic stage and began to walk into the meticulous stage. Simply expand in size and number will not be effective enhance the holding capacity of IT management to the enterprise:trouble shooting with no prompt, the release of changes leading to more and more downtime problem, simply stuffing device and application system did not improve the capabilities of IT operation management. In order to enhance their own IT operation management level and reach the international standards, introducing ITIL,ISO/IEC20000 and other IT Service management standard theory; advocating treat IT operation as a kind of service and processing IT management to boost IT service quality and avoid IT risk.For the construction of IT Service management, we got just detours before:extremely, IT management will be simply treat as the improvement of the management tools, then purchasing a large number of network management platform and service management platform, such as MIS and OA Systems, because these tools make no good to IT management, eventually relegated to be only for the visitors. The other said:IT management just be treat as ordinary management, ignoring the technical characteristics of it, even the organization got a very good management mechanism, but these management mechanism cannot integrate with daily management practice of IT system, resulting in a lack of the management main body and making the disappointed effect.This article will be established in an overall vision of IT operation management capacity-building, adopting advanced concepts of IT service management with analysis, design and unify presentation.This article includes the following aspects:1. Introduce IT service management (The concept of ITSM),illustrate research background, history and current status of IT service management synthetically; 2. Introduce "what is ITSM", such as ITIL, ISO20000;3. Combined with the characteristics of domestic enterprises, make an overall analysis of IT operation management platform design and construction requirements; find the key elements of the design;4. Combined with IT Service management theory and the specific needs of key elements, design the IT operation management platform and processmodel, explainthe process model including external service and internal Managenment, this paper will introduce the design and constructionfor external service;5. Detailed design IT operation management platform in external service parts, including the process definition, process design and process rules detailed design in the service desk function, service request management process andincident management process;6. Relying on the results, describe the technology achievements after practice the design elements by BMC Remedy Process platform tools;7. Therefore, this article presents an end-to-end enterprise of landing IT operation management platform design and implementation with ideas and solutions.