Development Of IT Service Process Management System Using Workflow And Rule Engine

The operation and maintenance management of information technology(IT) could contribute to the routinization and standardization of operation and maintenance work and avoid the randomness and uncertainty to reduce the software and hardware failures caused by operation and maintenance work. In order to implement the really needed processes of customers and communications with other systems, as well as improve the accuracy and efficiency of IT operation and maintenance work of the enterprise, an IT operation and maintenance management system was designed and implemented by integrating workflow technologies and rule engines accordinging to the practical demands of users.First of all, the scope of this operation and maintenance management system was defined and divided into three subsystems in this thesis, including access management subsystem, operation process subsystem and process management subsystem. The functional requirements of each subsystem, interface requirements and non-functional requirements were respectively analyzed in detail, then the software architecture was designed based on logical view, deployment view and data view. Moreover, the software architecture was divided into presentation layer, control layer, business logic layer and data persistance layer, and the entity-relationship model was also established.And then, the detailed design of the system used sequence diagram and class diagram in this thesis. Integration of Shiro open source framework was performed in the access management subsystem; operation processe's definition, deployment, running, updating, and processe instances management was enabled by integrating the Drools rule engine with the Activiti process engine. The unified page style and layout were available with the adoption of Ext JS framework in the presentation layer; the page flow control was conducted by Spring's model-view-controller(MVC) framework and access control was handled by Shiro in the control layer; functions and implementations of several typical business process were analyzed in the business logic layer; java persistence application program interface(JPA) provided access to databases in data access layer. This system was further verified by functional and performance tests in the testing phase.In order to improve the scalability of the system, improve the efficiency of developing new processes, the system adopts the template method design pattern in the design process of starting and running; in order to deal with the future of the change process, we bound the process definition with form, the validation logic, data storage, so that the different versions of the same processes and different processes have run logical respective, prevent conflict process version change. Finally, it carried out a detailed test to the system from two aspects of functional testing and performance testing, test results show that, the business function was correct, performance reached requirements.