Development Of Multi Tenant It Service Desk System For Small And Medium Enterprises

As the increasingly rapid development of Information Technology industry in the lastdecades, ITSM has been playing an essential role in support of the business development inmany areas. An excellent ITMS solution not only provides effective IT infrastructure andsystem management to an enterprise, but also boosts its economic benefit by improving thebusiness flow to be more informationized.. In China, many large enterprises have deployedITSM solution throughout the company. Because of the huge budget and the unclear financialreturn which enterprise can benefit from ITSM deployment, the popularization of ITSM inSmall and Medium Enterprise is confronting with a huge challenge.In this dissertation, we introduce ITIL——the best practice for IT Service Managementinto the Service Desk system. By comparing with some popular light-weight Web-basedService Desk systems developed by foreign service providers, we analyze the businessrequirements and features for Small and Medium Enterprises in China, then designed thesystem model and SLA terms to meet the client’s demands. The system also features theMulti-Tenancy function that provides the clients a special designed database schema so as tocustomize their own Service Catalogue in the system to meet the specific IT servicerequirements. This Service Desk system is designed as a web-based application anddeveloped with MVC design pattern. The service provider covers the system daily operationand maintenance. Hence, clients only need to pay for the service charge monthly or by licensewithout causing any expense on the system maintenance which is a very economical solution to Small and Medium Enterprises.And then, we design four core business processes based on the thorough analysis ofService Desk system. With those four core business processes, we create the Use Case modeland define the system functions accordingly. Besides, we define the auxiliary functions likethe independency of system data and scalability regarding the Multi Tenancy applied on thissystem.Once the system functions are defined, we use Unified Modeling Language and ObjectOriented Method to design the system architecture in combination with different kinds ofviews, such as logical diagram, deployment diagram and data diagram. The system adopts aMulti-Layered architecture with Infrastructure Layer, System Software Layer, Middle WareLayer, Application and Business Logic Layer. The Infrastructure Layer consists of the serverslocated in Microsoft Cloud Date Center and third party facilities; Middle Ware Layer is fromthe Windows Azure App Fabric and.NET MVC Framework; Application and Business LogicLayer is developed by C#Language. We also finish the analysis of system performanceevaluation and the operation schema.Finally, with the system deployment on Windows Azure Platform，Service Desk systemruns as a Web Role on the cloud. The follow-up functional test and load test assesse thecapability and feasibility of the system. Test results indicate that the system is runningnormally on the Azure Platform and be capable of providing the seamless service to the Smalland Medium Enterprises in China.