Research On Application Of IT Operation And Maintenance Management System Based On ITIL

With the continuous development of information technology[6], all walks of life graduallyrealized informatization transformation of traditional business. After a large number ofinformation construction and application, people realize that establish efficient IT operationsmanagement system is the promoter of enterprise informationization. IT can help enterpriseefficient use of information technology, and realize the standardized management of the ITtechnology. Predecessors in the long-term theory research and practice of exploration,gradually formed a set of IT operations management methodology—IT service management,ITIL that it’s best practice framework is implemented and applied in more and moreenterprises.In this paper, after a study of ITIL theory, from the organization mode, rules andregulations, operational process, technical support, the performance review these five aspectsresearch operations management situation of a certain electric power company, and analyzesthe existing problems. Among them, the key problem are, configuration management database(CMDB) incomplete information, and unscientific operational process. To solve theseproblems, this article has carried on the IT operational process system research. In the processof research. On the one hand, the configuration management database (CMDB) as the core,the resources on the basis of the classification and key attributes carding, combined with thegraph theory, constructs the evaluation model of configuration changes. For a solution of thesystem configuration items relationships subgraph and a solution of the configuration itemschange influence scope.On the other hand, based on the process of practice, to adopt ITILtheory framework, Design the service desk, incident management, problem management,configuration management[1], change management, release management, checking management and maintenance plan management module of the concrete implementationprocess, etc. And realize the correlation between the process and cohesion.Thus theestablishment of a complete operational process system.On the basis of the research achievements of process system, From organization, system,process, technical support, performance appraisal, the five aspects put forward reasonableSuggestions. In particular, a performance evaluation model consistented with the IT servicetarget is established. The index system involving cost, customer satisfaction, serviceperformance and talent development and so on four aspects.To scientifically evaluate ITservice quality. By the end of the article, designed a set of complete IT operation maintenancemanagement system, to improve the operations management level of the company, and therelevant enterprises of industry has a certain reference value.