The ITSM System Design Based On ITIL And BizTalk

This project from Guangzhou Longxue Shipbuilding Co., Ltd.(abbreviation:GLS) to establish a set of ITSM（Information Technology Service Management）system the system location-based services in the enterprise is responsible for themanagement of the IT operation and maintenance, its provide a relatively unifiedmanagementplatform, comprehensive monitoring and management suchasoccur in theprocess of the operation and maintenance likeservice application, event handling,configuration changes.For ordinary employees to provide quick, easy IT servicesapplication channels. IT operations while providing for a record work orders and IToperation and maintenance of knowledge-sharing environment. Optimize existingbusiness processes through the implementation of the system, and be better executed.Accumulation of knowledge to the technical level of the operation and maintenancepersonnel to be able to constantly upgrade and improve work efficiency.The ITSM system through the best practices of the IT infrastructure operationand maintenance management framework-ITIL, and combined with the actualsituation of the company as a basis for the design of the system. Learn from the bestpractices of ITIL in the system design process, the analysis focuses on the outstandingissues in the operation and maintenance management, such as how to achieve therapid response of the business, how to improve the work efficiency. Final ITSMsystem to design the appropriate business processes and functional modules: servicedesk, incident management, problem management, configuration management. ITSM system is involved in many business processes and scalability needs, suchas event processing, service submission process automation system serviceautomatically submit material system and its data synchronization. The system usesthe BizTalk as the main development environment. BizTalk workflow support andhigh system integration capabilities, making the ITSM system the ability to quicklychange business processes, easily integrated with other business systems.