The Allocation And The Optimization Of The Maintenance Staff By ITSM Event Management Module

With the continuous deepening of information technology, more and moreenterprises business needs the support of IT system. It’s dependents on IT system iscontinuously enhanced. The growing IT system has been brought about the increaseof IT service, and then ITSM has been born. The ITSM (IT Service Management) is aset of the effective method and management, which helps the enterprises to go withthe IT system planning, development, implementation, control and operation. Theincident management process in the ITSM project is more effective to help ITenterprises around the event request and construction. It can make the normaloperation of enterprises in the occurrence of an event as soon as possible to restoreservice, which could avoid interruption of business, and ensure the best serviceavailability levels.In this paper, we combined with the actual work of Guangdong Baiyun AirportIT project operation Department, firstly describes the operation department in anumber of problems in the work of IT maintenance, and expounds the introduction ofITSM project to build the needs of improving the service management. Secondly,after doing the introduction of ITSM project, the incident management module helpsthe maintenance department in the classification of events, event class definition,service platform construction, operation and maintenance engineer to define,construct the reasonable operation and maintenance support system. Then, the paperintroduces the every link event management module in the operation and maintenance personnel management role.Doing practice the ITSM management concept, IT operation and maintenanceengineers just focus on operation security implementation, and IT traffic controlengineers just focus on resource allocation, and IT managers just focus on planningand reserving work with human resources and project resources. All of the effortscould do maximum use of maintenance resources, and ensure the project events thepeak of the maintenance work. In the future, in pace with the system upgradeapplications, collaborative application department managers will pay more attentionto the incident management and ITSM management module, which will do businessmanagement and control system to get the best matching.With such a project system, the operation and maintenance department ofGuangdong Baiyun Airport has positive effect on cost control, revenue, applicationeffect etc.