Research And Implementation Of It Service Catalog Based On ITIL

Information Technology Infrastructure Library(ITIL) is the “Best Practice” of IT Service Management(ITSM) industry, there are two popular ITIL versions: ITIL v2 and ITIL v3. Because of the great success of ITIL v2, many enterprises already implemented ITSM system based on ITIL v2 before ITIL v3 released, which has helped IT operators improved the quality of IT service significantly. But with the expansion of enterprise’s IT scale and customer’s raising expectation for the quality of IT service, enterprises find customers often complain that they don’t know what services are provided and who are the owners of those services. Now enterprises realize that they need to implement new Service Catalog Management(SCM) process of ITIL v3 to solve those problems. But ITIL is only a guidance, just describes "what to do” but does not describe "how to do", so how to implement IT Service Catalog, to make it work with the other ITIL process seamless to conform to ITIL specification, is a problem faced by many enterprises.By researching and analyzing ITIL v2 and ITIL v3, combines with the current situation of IT Service Management, the thesis first explains that Service Catalog is the cornerstone of IT Service Management, then designs and implements Service Catalog function based on an existing ITIL v2 ITSM system, and makes Service Catalog work with existing ITIL v2 processes seamlessly and cooperatively to fulfil user’s IT service request, the purpose is to provide a feasible case for enterprises who are preparing for implementing IT service catalog function.During Service Catalog’s design and implementation, according to different roles who will use Service Catalog function, the thesis separates Service Catalog process into Service Catalog Management module and Service Request subsystem, Service Catalog Management module is used by IT operator to maintain IT services, to adapt the IT service’s changeability and achieve flexibility of configuration, Service Catalogue Management module uses hierarchical category, bundle and item to describe IT services, and introduce “Capability Word” as a privilege control method for user accessing IT services. Service Request subsystem is used by users(who request IT service) to browse and submit IT service request, to improve user’s experience, Service Request subsystem uses Flex, a kind of rich client technology, to provide more vivid page when providing simple and navigational page.At last, the thesis run functional test for Service Catalog Management module and Service Request subsystem, and run performance test for Service Request subsystem, test results prove that the system runs stably and can fulfill customer’s requirement.