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第1页共51页商业银行IT服务管理平台的设计与实现工程硕士研究生论文级别：2011级院系：计算机软件学院工程领域：软件工程研究方向：软件技术开发研究生姓名：李鸣指导教师：张平健第2页共51页摘要商业银行IT服务管理平台基于IT服务管理理论,可以为商业银行提供一个稳健而又灵活的IT服务管理解决方案。目前,IT服务管理在世界各国受到了广泛的关注,在金融行业内还缺乏与企业发展战略相结合的长期统筹和规划。为了提高IT管理的效率和质量,提升IT系统的可控性,IT系统的运行维护与管理已经成为银行IT部门的首要工作。随着IT战略规划和推进,金融公司迫切需要提高自身IT应用服务的水平,以强化建行IT应用的整体和持久的效益。基于目前汇丰银行商业银行部IT服务管理的现状,本文分析论证了金融IT服务管理平台业务、技术可行性,重点探讨IT服务管理平台的目标、原理及方法,研究了包括事件管理、变更管理、请求服务管理、报表管理等多项服务流程。在平台设计上给出了应用架构、逻辑架构与物理架构,以及事件流程模块和报表子系统的实现方法,并对平台的集成与性能要求进行了分析。从技术角度,金融IT服务管理平台基于J2EE的开源技术实现了多层架构的方案,并过通过构件技术构建出可扩展的应用解决方案,具有易于实施、松散耦合、高度可扩展等特点;从理论角度,金融IT服务管理平台以IT服务管理的“最佳实践”为基础,强调灵活性和标准化,以帮助实现ITIL在IT服务管理中的运用。关键字：ITILITSM多层框架第3页共51页AbstractCommercialbank'sITservicemanagementplatformbasedonthetheoryofITservicemanagement,ITservicemanagementcanprovidearobustandflexiblesolutionsforcommercialbanks.Atpresent,ITservicemanagementhasbeenwidespreadconcernintheworld,inthefinancialindustryisalsoalackoflong-termplanningandplanningcombinedwiththeenterprisedevelopmentstrategy.InordertoimprovetheefficiencyandqualityofITmanagement,enhancethecontrollabilityofITsystem,ITsystemoperationandmaintenanceandmanagementhasbecomethemostimportantworkofbankITbranch.WiththeITstrategyplanningandpromotion,financialcompaniesneedtoimprovetheirITapplicationservicelevel,tostrengthentheconstructionoftheITapplication'soverallandlastingbenefits.ThepresentsituationofHSBCCommercialBankingBasedonITservicemanagement,thispaperanalyzesthefinancialITservicemanagementplatformbusiness,technicalfeasibility,focusonthegoal,principleandmethodofITservicemanagementplatform,includingtheresearchofeventmanagement,changemanagement,servicerequestmanagement,statementmanagementetc.severalserviceprocess.Intheplatformdesignisgivenbasedontheapplicationarchitecture,logicalarchitectureandphysicalarchitecture,andimplementationmethodofeventprocessmoduleandthereportformsubsystem,andtheplatformintegrationandperformancerequirementsareanalyzed.Fromatechnicalpointofview,thefinancialITservicemanagementplatformofJ2EEopensourcetechnologytoachieveamultitierarchitectureschemebasedoncomponenttechnology,andthroughtheconstructionoftheapplicationofscalable第4页共51页solution,hastheadvantagesofeasyimplementation,looselycoupled,highlyextensible;fromthepointofviewoftheory,financialITservicemanagementplatformbasedonITservicemanagementbestpracticeasthefoundation,emphasizeflexibilityandstandardization,tohelpachievetheuseofITILinITservicemanagement.Keywords:ITILITSM第5页共51页目录摘要..................................................................................................................................................2ABSTRACT..........................................................................................................................................3第一章引言...............................................................................................................................61.1问题的提出............................................................................................................................61.2国内外现状............................................................................................................................71.3目的和意义.......................................................................................................................71.4本文的主要工作...............................................................................................................8第二章商业银行与ITSM背景知识...............................................................................................92.1商业银行的背景探讨.............................................................................................................92.2ITSM的背景探讨................................................................................................................10第三章系统的需求分析...............................................................................................................103.1IT服务管理模式以及运作方式........................................................................................113.2IT服务管理平台需求分析................................................................................................123.2.1总体需求.....................................................................................................................123.2.2功能需求.......................................................................................................................123.2.3非功能需求...................................................................................................................15第四章系统设计..........................................................................................................................164.1系统总体设计.....................................................................................................................164.1.1结构框架设计.............................................................................................................164.1.2结构框架设计.............................................................................................................164.1.3安全设计方案.........................