ITIL-based Enterprise Active IT Service Management System Design

Nowadays, with rapid development of information technology (IT), running business processes rely more and more on the management systems and applications. Portfolio of enterprise management systems is being built within a state-owned company, and in the middle of transition from implementation phase to operation and maintenance phase. But challenges and limitations’are rising with low efficiency of maintenance work as well as high operation cost, for lack of proactive and automatic maintenance mechanism as the bottle neck. It’s keen to find out the way to improve the whole system, with optimized processes and higher efficiency, by leveraging ITIL best practice and methodology.Firstly, current situation of ITSM is analyzed, which leads to demand and business requirement of process re-engineering based on the improved ITSM system with ITIL. Based on the analysis, functionalities and core processes of the system are discussed, focusing on business system monitoring, proactive incident and problem management, knowledge base management and auto-triggered change management. Then, the corresponding sub-systems and modules are designed, including system monitoring, service desk and change management, also system framework with four logical layers designed. Lastly, application of ITIL-based ITSM system in the company is summarized; performance, security and extensibility topics are also covered, as well as further improvement.