Research On IT Service Management Framework And Automatic SLA Negotiation

ITIL is the best practice framework for IT services which is used to provide high quality IT services. In order to establish and improve the IT service management capabilities, enterprises and organizations of many countries in the world are beginning to adopt and implement ITIL theory-based framework for IT service management system.This paper analyzes the whole framework of the ITIL and its main features, and mainly researches on the service management which contains service support module and service delivery module. The basic concepts of these two modules are introduced and the process and functionality of sub-modules are described in detail.Then, this paper proposes architecture for IT service management system which is based on ITIL framework. The design and modeling of the core processes are described, which is the key point of this paper. This paper also analyzes the features and designs the logical structure of the core functional modules. In the traditional service management system, the discovery of the event is manual. In this paper, an automatic discovery mechanism of the event is proposed, which is more efficient. When an event occurs, the system can find and locate the event quickly, which can improve the efficiency of solving problem. Furthermore, in order to discover the real-time and dynamic configuration information of enterprises, automatic discovery mechanism of IT assets is discussed.At last, this paper has an in-depth research on service-level agreement and presents a SLA automatic negotiation model based on enhanced learning algorithm. This model can automatically learn negotiation information of opponents according to the history records during negotiation process to provide facts for the bid in the next negotiation, which can accelerate the negotiation progress, reduce time and improve negotiation success ratio.