Research And Implementation Of Application-level Maintenance Platform Based On ITIL

With the rapid development of information technology and networktechnology and communication technology, more and more enterprises andgovernments are implementing informatization construction, in order to enhancethe core business ability through information system and realize informationmanagement and operation. Because of increasing dependence of informationtechnology, a small fault or exception might even affect whole system and allbusiness of enterprise. Moreover, another undesirable outcome related toinformationization is an increase in number of components and complexity ofsystem, so it is more likely to break down. To sum up the above arguments,availability of system is extraordinarily important. It is necessary that suitablemaintenance system detects a fault in time and deals with as soon as possible,which makes object of maintenance system steady running and business ofgovernments or enterprises well working. However, governments andenterprises often confront the following problems: Custom charge of maturemaintenance system on business is too high for many companies. The functionsof free maintenance software are limited and not for concrete application.Developing of maintenance system for specific applications is time-consumingand expensive business, and system finished is non-standard.In order to solve the problems in traditional maintenance systems, this paperdesigns and achieves an AMP（Application-level System Maintenance Platform）,which satisfies needs of maintenance for common enterprise and can managework of maintenance more effectively. Incident management and problem management are most relevant formaintenance in best practices of ITIL. There are many studies aboutapplication-level maintenance at present, with different levels and depth andbusiness logic. However, there are some common characteristics from tworespects: incident management and problem management of ITIL. This paperdesigns an application-level maintenance platform (AMP) on ITIL, which is aset of practices for IT service management (ITSM). From the view of realizingbusiness process of incident management and problem management, this paperanalyses important and difficult problems of realization about modules ofmaintenance system, and researches solution of each problem, in order todistinguish common characteristics from non-common characteristics bysummarization and comparison. It is a basis of generality for AMP.AMP separates common characteristics from non-common characteristicscollected, and implements functions of common characteristics. AMP canprovide framework and interfaces of process procedure for non-commoncharacteristics. Each module of AMP can be configured and loaded, and corefunction can be called. Users only develop functions of non-commoncharacteristics to get a maintenance system for specific application quickly.AMP has been applied in practice successfully. AMP was used in MMS-EM（Maintenance Management System for Environment Monitoring）. MMS-EMdevelops non-common characteristics of maintenance system based on AMP,which takes less time for development and gets the best results. MMS-EM isbeing used and working well now.