Design And Implementation Of Enterprise Operation And Maintenance Service System Based On ITIL

With rapid growth of IT industry,departments at all levels in enterprise pay more attention to informatization.Great manpower and material resources have been out into the construction of IT system.However,along with the deepening of informatization,the operation and maintenance for the old IT system has been more and more complicated,the work load and technical difficulty has been increased,which reveals some problems in the current maintenance work.For instance,the current work flow is no longer satisfying the requirement for enterprise's development;the coverage of the management system for operation and maintenance service is not sufficient;the work load for maintenance is heavy;the mobility of personnel is large;the cost for maintenance increases;and the strength for safety management is low.Therefore,to solve these problems,this paper discusses and researches the design and realization of enterprise's operation and maintenance service system based on the features of enterprise itself and the research on best practice of ITIL(Information Technology Infrastructure Library).ITIL,which may extract the theoretical basis of the operation and maintenance service system of IT system in practice,takes customer as center to optimize the relationships between personnel,technology,and flow.This paper brings out a service system for operation and maintenance of enterprise based on ITIL according to the real problems occurred during practice.The system mainly concludes four basic flows,which are: event management,problem management,knowledge management and service desk.In this design,the practice plan is made upon phased implementation method and several key parts has been brought out: ITIL practice training,explicit distribution of all flows and functions,selection of technical platform for system,allocation and frame-working of database,and construction of IT operation and maintenance management system.Finally,from the perspective of event solving efficiency,satisfaction of customer and cost for maintenance,it verifies the effect for practice of operation and maintenance service system in enterprise based on ITIL through the trail-run of management system of IT operation and maintenance in enterprise.