Analysis And Design Of MOSS For ITSM Module

As Information Technology rapidly develops, the dependence on it in financial andsecurities industry brings their IT department enormous pressures and risks. The idea‘Professionals do professional work’ forces massive outsourced IT enterprises, e.g, systemmanagement and resource rental, etc. Unlike internal IT department management, thestudying object of this paper is a service-outsourcing enterprise that provides IT basic servicefor financial and securities industry. The customers’ industry particularity determines itsoperation and management request should meet industrial standard of CSRC. Therefore, itis essential to enhance service management, for it not only affects customers’ businessoperation, but also increases enterprise’s market competitiveness.Since this enterprise is running in a special industrial environment, this paper willanalyze IT service management requirement based on enterprise’s current situation. ITservice best practice ITIL is used for reference to analyze and design this enterprise’s ITservice business process.Based on the idea of ITIL5lifecycles, this paper divides the process of accept, disposeand solve in IT service management into event management, change and release management,configuration management, issue management, business relationship management and servicelevel management. It describes and analyzes them in detail, and helps to model enterprise’son-going process.Meanwhile, service desk management, the core function of whole system, ismerged into event management to achieve business process integration Business processesanalyze and design based on the interaction among role objects. As a result, this paperidentifies interaction between roles, role and process by using business process modelingmethod of role activity diagrams.In order to work with ITIL for effective execution, server platform MOSS2007isadopted in background configuration of enterprise operation and maintenance management. This paper focuses to achieve business process operation of IT service management onthe foundation of business process above. It gives detailed analysis and design from invarious ways like process objective, process role, process implementation and interactionbetween role and system.Construction, operation and maintenance of MOSS-based HW/SW are analyzed anddesigned according to scale of enterprise, including system resource and data managementfunctions. It helps to manage, execute and maintain MOSS.Given the sensitivity of roles in process, combining with functional department position,the compatibility of MOSS with Microsoft OS and other systems ensures system permissionand role management.For enterprise internal need, extended function is provided to workforce management inbusiness department. To cooperate with PDCA enterprise management style, audit viewfunction is also designed to control bottleneck in service and thereby improve service quality.