The Design And Implementation Of IT Operation And Maintenance Service Knowledge Management System

The rapid development and constantly changes of the global IT industry led to the rising of information technology application level in various sectors.The information technology application level has become of the key criteria to evaluate the enterprise.The proportion of information technology application gradually increased,IT service,which has become an important branch of information work,is getting more and more attention.Many large enterprises have specialized the IT operation and maintenance service management.At the same time,a large number of IT operation and maintenance service enterprises appeared.At present,there’s some problems in many IT operation and maintenance service enterprises.The over reliance on the people’s quality and the poor service standard are the key problems.And there are less communication between the employees and there are even no knowledge sharing.IT operation and maintenance work is not the main business in a enterprise,but it is very important.The establishment of knowledge management system in the IT operation and maintenance will greatly improve the efficiency and standardization of IT operation and maintenance.In this paper, according to the management status of the IT services business and the analysis of the demand in enterprise knowledge management,the IT operation and maintenance service knowledge management system has been set up.There are multi dimension knowledge base modular,wiki modular,knowledge quiz modular,experts modular,knowledge map modular and so on.The interface development and system test also have finished.The IT operation and maintenance service knowledge management system is complete and available.lt achieved the system management of knowledge.And the staff’s knowledge exchange has been more and more popular.The IT operation and maintenance service knowledge management system will do wonders for productivity,and it can make the enterprise to reduce the cost.