Research And Application Of The Cloud Operation-and-Maintenance Service Management System Based On ITIL

Informationization of education management is an important guarantee to promote the national informationization reform in education,as is prescribed in The Outline of the National Medium and Long Term Education Reform and Development Plan 2010-2020.With cloud computing,big data and other technologies widely applied in information construction in higher educational institutions,the focus of IT operation and maintenance management has also changed from equipments and applications to IT services.Therefore,it has become urgent for colleges and universities to establish a scientific and standardized operation and maintenance service management system in cloud environment.Based on ITSM(IT Service Management)service management theory and ITIL(Information Technology Infrastructure Library)service management practice standard,and combined with the actual operation and maintenance management of colleges and universities,this paper constructs an operation-and-maintenance service management system,and validates its rationality and effectiveness,in order to improve the efficiency and user satisfaction.The main research contents are as follows:(1)How to Design Cloud Operation-and-Maintenance Service Management System?According to ITSM service management theory,the integration of human,technology and process is the key to IT service management.This paper mainly studies the construction of cloud operation and maintenance service management system from three aspects: the framework design of operation and maintenance management system,the content design of operation and maintenance process and the organization structure design of operation and maintenance personnel.In order to meet reliability and scalability required,a cloud operation and maintenance management platform composed of cloud management layer,operation and maintenance layer and user layer is designed hierarchically,thus meeting the actual needs of operation and maintenance management process with refines in and extends from the original ITIL process,and solveing the problem of “orderly process,evidence-based work and effective service” in operation and maintenance management.Finally,the organizational structure of operation and maintenance personnel is designed according to the flow mode,which solves the problems of dispersed operation and maintenance personnel,single operation and maintenance functions and lack of quantitative evaluation in traditional operation and maintenance management.(2)How to Design Cloud Operation and Maintenance Management System?Based on the established cloud operation and maintenance service management system and taking Northwest A&F University as the prototype,this paper develops a set of operation and maintenance management system by using modular design idea.The specific implementation process of the system is elaborated from the aspects of functional requirement analysis,case design,database and functional module design,and the test results are given.The test results show that the design of the operation and maintenance service management system is effective and feasible,and has a certain reference value for improving the level of operation and maintenance service management in the university.