IT运维管理系统的设计与实现论文

摘要

随着企业信息化建设的不断深入发展，信息系统越来越复杂，业务对信息系统的依赖程度也越来越紧密，信息系统的任何波动，都会直接影响到业务的正常开展。内蒙古电力（集团）有限责任公司经过近10年的信息系统建设，网络已覆盖了所有供电企业及主要生产单位；以财务、营销、生产、办公自动化为代表的各项应用全面展开并不断深化，信息系统已成为日常管理工作必不可少的有利工具。与信息系统建设的较高水平相比，存在着I T运维管理较弱的问题，因此需要建立完善而成熟的I T运维管理系统，提升信息部门的服务质量和人员素质，提高部门的运维水平。

I TI L作为目前国际I T服务管理领域的“最佳实践”，能够被用来实施和改进各种与I T相关的服务和解决方案；它以流程为导向,以客户为中心，切实符合实际的业务需求。采用I TI L的指导方针和原则构建高效能的I T运维管理系统，完成覆盖内蒙古电力公司各级相关单位的集中、统一的信息、通信专业管理系统的开发和建设工作。

本文概述了I T运维管理系统的设计与实现，包括建设思路、流程设计、技术

特点、功能等。系统实施包括资产管理、服务台管理、工单管理、变更管理、缺陷管理、运行管理、巡检管理、知识库管理等模块。本次系统建设为I T运维管理提供全面的业务功能支持，增进资源利用率、提升竞争力、消除重复劳动、提供可证明的绩效指标。实现运维管理业务的分层管理，满足操作层、管理层、决策层的业务需求；通过集成化作业、标准化作业、流程化作业提高生产管理效率。

关键词：I T运维管理；ITIL；流程；服务台

Abstract

As enterprise information construction is deeply developed, information system becomes more and more complicated. Business depends more on the information system, so any changes of information system can directly affect normal business development. After nearly ten years’ information system construction, the network of Inner Mongolia Power (Group) Co., Ltd. has covered all power supply enterprises and major production units; with all sorts of applications, represented by finance, marketing, production and office automation, being overall developed and increasingly deepened, information system has been one of indispensable and beneficial instruments for daily management. Compared with information system construction at a higher level, there is a problem of weak IT operation management. Therefore, it demands to establish a sound and mature IT operation management system, enhance service quality and personnel quality of information department, and raise operation level of the department.

As the “Best Practice” of International IT service management field at present, ITIL can be utilized to implement and improve a variety of IT relevant services and resolutions; driven by the process, it centers in customers, feasibly meeting practical business needs. Guidelines and principles of ITIL are adopted to set up IT operation management system with high efficiency, develop and establish a centralized and unified information or communications professional management system, covering all levels of relevant units of Inner Mongolia Power (Group) Co., Ltd.

This article outlines design and implementation of IT operation management system, including ideas of construction, process design, technological features, functions, and etc. System implementation consists of asset management, service desk management, work order management, replacement management, defect management, execution management, inspection management, knowledge management and other modules. For IT operation management, the system construction this time offers overall business function supports, increases resource utilization rate, enhances competitiveness, eliminates duplicated labors and supplies demonstrable performance indicators. Layer management is actualized in operation management business, to satisfy business needs of operation layer, management layer, and decision-making layer; by means of integrated operations, standardized operations and streamline operations, efficiency of production management is improved.

Keywords: IT Operation Management；ITIL；Process；Service Desk