IT Service Request Management Model And System Design

With organizations information technology growing in width and depth, Information technology turns to be more and more complex and hard to manage and control. In one hand, IT service department are not able to satisfy business users’ IT services with effective and prompt manner, on the other hand, IT departments’ costs are growing up and up. Organization faces the issue how to improve the quality and efficiency of IT services, and how to control the IT TCO(Total Cost Owner).Through deeply analyzing the main concepts and principles of IT service management(ITSM), as well as the situations of IT service in organization, the paper proposes an ITIL-based IT service request management model and designs an integrated IT service management process according the model and critical IT service management processes. It not only fines tune the processes, but also integrates all the individual processes. As a result, the traditional IT management mode turns to a user centric and service oriented management mode, which makes IT service align with business needs.Application architecture is designed and is integrated with enterprise ones. With the architecture framework, the paper makes full use of Apache Open for Business, Enterprise Service Bus and QBroker technologies to design an open, agile, extendable and plug-in IT service request management system.