Hangzhou Tobacco Itsm Information Systems Operation And Maintenance Management Platform Design And Realization

IT Service Management (ITSM) is the inevitable outcome of IT development, the main purpose is to improve IT service levels and IT service support.This paper is basing on the research of IT service management theory. We compared the level of Changzhou tobacco comapany IT management with the advanced. And we focused on ITIL (Information Infrastructure Library,the best practice IT service management standards that are generally recognized in the world). In accordance with the summary of it's standard processes and management function, we combined with the the conditions of this company. Basing on absorbing the international advanced management concepts and methods, we attempt to develop IT Service Management System inline with the situation of Chinese enterprises and Chinese characteristics.According to the actual business process and the summary of domestic and international ITSM experience, we established an unified monitoring platform, implemented the focused monitoring on the network, host, database and application. On this basis, we implemented 5 modules process of ITSM, including incident management, change management, knowledge base, the daily operation and maintenance management, supplier management. And we finally integrating the ITSM system with the monitoring platform seamlessly.Through this project we expect to improve the research of IT service management and to increase the level of IT Service management of the municipal tobacco company.