| eBay is the world’s largest and most popular online electronic trading platform. In development for nearly 20 years, the company has grown from just 20 employees to more than 40,000 giant companies. Its business has slowly expanded from e-commerce to e-commerce from a single online banking, convenient payment, and trade logistics integration solutions. During the expanding needs of business and development, internal IT departments were deployed to different sets of customer support system in 2005 to 2008 to help companies each internal staff to complete their daily work.However, too many different processes and technicians to use the system and the corresponding system used, IT departments are facing the challenge of each team having gradually led in efficiency. While a problem is reported, if it involves multiple internal systems or different teams responsible for supporting, it will lead to the establishment of different work tickets in different support systems and operations, respectively. This slows down the efficiency on solving the actual users’problems and reduces the user experience. At the same time, on the data analysis perspective, due to the deployment and implementation of major systems and different teams at different times, the technology including the way the database implementation and data storage are all different. Furthermore, since it is difficult to achieve in the production environment between systems for real-time synchronization, so some public data such as employee information always has the problem of consistency. Because it is a separate system, the systems generate their own transaction data, on the one hand brought a lot of data redundancy, on the other hand gives trouble to on demand and timely reports and extract useful information from historical data to support management decisions. In today’s global technological change and intense situation unprecedented economic change, the management is eager to have a unified customer support platform and an integrated data warehouse to effectively enhance and improve the efficiency of the entire IT sector, service user experience and investment rate of return.By the end of 2012, the concept of "One Tool" was formally proposed. January 2013, the company’s establishment of a unified customer support system which was officially approved. At present the major requirements for the entire IT service support systems and service processes on the new system to conduct a thorough integration. The new system will introduce IT service management system based on IT Infrastructure Library (ITIL) which called ITSM-Remedy 8.0. At the same time, GCTDW data warehouse project (IT department’s own data warehouse) is also simultaneously as sub-project. The new system will put the processes and functions of different systems previously used, according to the definition of ITIL, fall into the same system under different service modules. GCTDW was required to collect and integrate data from different modules and establish correlation between the data. Then, to provide data query and analysis services online and offline solutions for the management.I am from the team that is primarily responsible for the data warehouse sub-project team. This article will explain the details of the various aspects of the project cycle, from requirements analysis, to the data warehouse design (including logical and physical model data extraction ETL Design-Microsoft SSIS package development), as well as Microsoft SQL Analysis Service based on online analytical processing services (OLAP-Online Analytical Processing) design and implementation, and finally the offline (based on Excel) and online (based on Microsoft Net Framework.) reports for the development of the presentation layer.Because there are many service modules in the ITSM scope, and this project is still in progress, so I will be focusing on several service modules in this paper based on a centralized data warehouse technology discussion:(1) Incident Management(2) Change Management(3) Asset Management... |
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