The Design And Implementation Of IT Service Management System Based On ITIL

With the popularization of today's information,the whole society on the network information service is growing demand,to ensure the normal operation of the important position of electronic information platform system and the unexpected events of the rapid and effective treatment is mentioned.Especially for large domestic financial institutions,they have a relatively high level of service and service level.Information Technology Infrastructure Library provides an objective,rigorous,quantitative standards and specifications for IT service management practice of enterprises.IT service management system platform to provide better support services for enterprises.The greatest significance lies in the use of ITIL,the IT and business closely together,so as to make the enterprise IT investment return maximization.The design of this system adopts object oriented software development method,using JAVA programming language and ORALCE database technology.Based on the ITIL standard,complete through the function of events initiated,processing,query,design the IT service management system,the ultimate goal is to design and realize the electronic event management and effectively help IT department to deal with the practical work of the accident process.The IT service management system main realization is the event management function,is divided into three parts:(1)Incident management module,including the process of tracking and tracing,initiate,assignment,treatment,review,the main function is to achieve specific reporting process in the event of an emergency;these functions is the core of the application of the whole system;(2)Problem management module,including the process of tracking and tracing,initiate,assignment,treatment,review.The main function is reported in the end of the process the emergency treatment after the event of remaining problems.(3)Change management module,Including change query,initiation,approval,implementation,review,the main function is reported to the examination and approval process in processing the event,problems in the process of system or equipment to replace or upgrade the operating time.(4)the service desk management module,including work,work history of supervision function,mainly to complete the management of individual work and is now happening work supervision information managementAfter a comprehensive test,IT service management system based on ITIL has been used in practice,and has achieved the desired results,and running well,has been fully affirmed the users.