ITIL Service Desk In Military Academy Application And Countermeasure Research

With the military information construction is deepening,more and more information systems with more complex various subsystems and difficult management.The number of data processing capacity doubled,more and more online application system,increasingly complex IT operating environment,resulting in fault handling,network maintenance and other abnormal operation,although the military information departments have their own management tools,but the lack of a centralized,unified service platform,timely detection and solution to the network,hardware,databases,applications and other sudden problems.Service object is different,the product mix,how to various types of service objects to conduct a unified centralized management,its format unified specification,and its effective processing,analysis,become the current military information sector is facing the greatest challenge.Scientific and rational use of ITIL(Information Technology Infrastructure Library)service desk can better guarantee the military teaching and research services and reduce the potential losses in IT construction.As an important software facility for military service management,ITIL service desk is a single contact point of IT service management and user of military information department.The effective operation of ITIL desk can solve the problem for teachers and students effectively,The data collected by the ITIL service desk can also provide a scientific basis for the decision-making of military service management.Based on the experience and resources of the work in the military academy,this paper investigates the application of the information service platform of the school and analyzes the results of the survey,and explores the application status of the current ITIL service desk in the university,finds out the problem and finally put forward the countermeasures and suggestions to improve the service management of military academy.This paper first reviews the status of service management research,defines the concept of service management,introduces the relevant standards of service management,and then based on the theory of ITIL and ITSM(IT Service Management),The survey results were analyzed,and the usage of the service platform was summarized,and the existing ITSM problems in the military academy were excavated.Finally,according to the analysis results,this paper analyzes the causes of the problems from the organizational level,the individual level and the technical level,and puts forward the development proposals and future direction strategies of the ITIL service desk in the military academy ITSM.The research results of this paper are of theoretical and practical significance to improve the sustainable development of ITSM in military academy and enhance the core competence of military academies.