Study On An ITIL-based Appropriate Management Mode Of Network Service And Maintenance Of Chinese Center For Disease Control And Prevention

BackgroundsChinese Center for Disease Control and Prevention (China CDC) has been gradually moved to the new address in Changping district, Office location changed from scattered to centralized state. Whether it is the desktop terminal maintenance, or the maintenance of core network, the IT department’s workload of China CDC has largely increased. The management of network service and maintenance faces enormous challenges.The IT department of China CDC lack of effective service and maintenance management system, the problems as follows:lack of a platform for shared configuration library; no solutions to cope with various troubles; lack of process protection; lack of work focus, no event priority; no asset management. The urgent task now is to upgrade the China CDC’s management level of network service and maintenance from the present "passive" level to "active" level, and to change the work mode of IT department.ObjectivesThis study is to examine the effective solutions to the problems of network service and maintenance. Put forward for the management mode of network service and maintenance of China CDC in Changping District, to establish work mechanism of network service and maintenance to enhance the effectiveness and efficiency.MethodsBased on ITIL service support concepts, this study is focused on the management problems of existing network service and maintenance of China CDC.In short, the basic principles of this study are two conversions. First conversion:transform the emphasis of traditional IT management (such as server management, network management and system software management) to typical processes, such as incident management process, problem management process etc. Second conversion:the processes are used for "network service providers"."Network service receivers" do not care about the processes, they only care about the quality of services. Therefore these processes need to be "packaged" on demand into specific network services to the customers.ResultsThis study gives a management mode of network service and maintenance suitable for China CDC. This study also sets up the appropriate work processes of network services and maintenance, including service desk mode and incident management, problem management, configuration management, change management, release management flow chart.ConclusionsThe management mode of network service and maintenance of China CDC should be summarized as follows:based on ITIL concepts to create a unified management system of network service and maintenance. Build a centralized help desk mode, control the incident process, problem process, change process, configuration process and release process strictly, get rid of the drawback of traditional network maintenance management to achieve the transformation from technology management to service management. Make use of IT services outsourcing, to achieve a gradual shift from part centralized management to centralized management.