Analysis And Design Of Shanghai Postal Fault Management System Based On ITIL

The Shanghai post is a state-owned enterprises that has the service responsibility for thepublic. In recent years, the operating scale is continually expanding, dot has increased yearby year, and business has developed rapidly. When the postion of IT in enterprisedevelopment is more and more important, on one hand, enterprises invested a largeamount of funds for the construction of IT infrastructure, but on the other hand, along with thehardware, software, network and application system continues to increase and update,failurenumber also rises ceaselessly. Because IT complex system structure, software platform,heterogeneous network, as well as the different hardware difference, fault treatment andmaintenance caused the difficulty of repair, a long time problem.Once a fault occurs, the ITinternal personnel often look like a "fireman" going around in order to extinguish "fire", evenfor the fault responsibility mutual shuffle, accident treatment efficiency is very low.In order to improve the fault handling capacity of Shanghai Post Bureau of InformationTechnology, Shanghai Post Bureau of Information Technology has established a project forexpansion and renovation. I took part in the project construction.Through the construction ofinformation system,Post Bureau information technology to realize the objectives of faultprocessing, information processing network,and fault management scientificly,and hope toimprovethe processing quality and efficiency of fault management. This paper focuses on the Shanghai postal service fault management system analysis anddesign, the main work and contributions are as follows:(1) Post fault management were analyzed.Based on the idea of ITIL（Information TechnologyInfrastructure Library）,post fault management platform was established, the circulationservice support, tracking, and supervision were realized.(2) The fault management system overall function and structure were designed, including thenetwork architecture and software architecture.(3) With event management, configuration management and other ITIL （InformationTechnology Infrastructure Library） core processes thoughts, the post actual fault treatmentprocess has been redesigned. the post IT operational fault eventswere classified, then systemdatabase has been designed，including E-R diagram，data dictionary ete。(4) Using loushang platform of Langchao, the management organization structure module,authority management module have been realized, using loushang code machine，theconfiguration management module have been completed；using the cell plug-in technology, areport generation module has been completed.(5) Implementation of main function module of fault management system:fault processingmodule, fault processing module, statistics module, fault recording and inquiring module,management module, management module configuration.(6) Through the system function test and performance test, the system correctness andvalidation have been verified.Through the construction of fault information management system, the fault process canbe standardliaed, thereby the fault response speed and customer satisfaction have beenimproveded, and fault handling process could be monitored in time, the efficiency of faulthandling was also improved, the fault treatment process can be carried out for backtracking,fault effective management also provided a large number of original data, convenient forstatistical analysis.After the fault management system has been established, the IT service managementlevel has been enhancd greatly, the operation and maintaince department has been promotedoperating by high efficiency, low cost, quantifiable way, the quality of IT servicemanagement has been improve.