Based On Iso/iec20000 E-government Service Management System Design And Implementation

As the construction of e-government is speeding up, all levels of governments have built up many e-government systems. So it can improve the efficiency and quality of work, and provide the better services. It will bring a huge challenge on management and increase the cost when the systems increasing and more complexity. How to make the work more effective, standardized, lower cost and improve the services quality is the government need to be faced. Therefore, follow e-government process to build a service management system is the main content and significance of this thesis.By lead-in ISO/IEC20000 service management standard, put the five management processes into e-government service processes. It can make the e-government system to be a centralized and standardized management platform and it will be better address problems.This system base on object oriented method, RUP pattern and B/S 3-tier architecture. Implement e-government service management system by analysis and design the workflow module, services management processes module and the public function modules. The technology it used including BPM, Ajax, Spring, Struts and Hibernate etc.This thesis have a innovation on public module design and service management processes with workflow engine combination. Use the object oriented method on higher logical levels by public portions of the service process abstraction; make the workflow engine support more complex work by combination of service management processes and workflow engine. This system followed ISO/IEC20000 IT service management standard and made an innovation on the government IT service model. It reduced the cost and brought a positive social significance.