基于it服务管理的过程计算机集中运行和维护管理研究

上海交通大学硕士学位论文基于IT服务管理的过程计算机集中运行和维护管理研究姓名：孙璐璐申请学位级别：硕士专业：管理科学与工程指导教师：奚立峰;周晓军20080201IITITITITSM/ITITITAHPFMEAB/SASP.NETSQLSERVER2000ITABSTRACTIISTUDYONTHEITSERVICEMANAGEMENT-BASEDCENTRALIZEDOPERATIONANDMAINTENANCEMANAGEMENTOFPROCESS-CONTROLCOMPUTERSABSTRACTProcesscontrolcomputersarethosecomputersthatcontrolproductionprocessesinrealtime.Theirkeyfunctionsaredatacollection,calculation,modeling,resultdisplay,recordtracking,anddatainteractionbetweenproductionmachinesandonlineproductionmanagementsystems.Theoperationandmaintenancemanagementofprocesscontrolcomputers,whichisthekeycomponentofITmanagement,iscriticaltoproductionsystems.TheoperationandmaintenanceofcomputersiscommonlyimplementedundertheideaofITServiceManagement(ITSM).ThisdissertationisderivedfromtheresearchontheoperationandmaintenancemanagementofprocesscontrolcomputersinBaoSteelCorp.Thestatisticdatainrecentfiveyearsdemonstratesthatthecurrentseparatedoperationmodeandthecorrectivemaintenanceorperiodicmaintenancemodehaveheavilyaffectedthestabilityofsteelproduction.Therefore,anewmanagementmethodneedbeestablished,whichnotonlytakesITSMideabutalsoconsidersthecurrentpractice.Acentralizedoperationandmaintenancemanagementmodewasproposedinthisdissertation.Firstly,consideringtheprincipleofITSM,acentralizedoperationandmaintenanceplatformwasestablishedinthewholedepartment,whichismadeupofnetworklayer,monitoringlayer,supportlayerandmanagementlayer.Simultaneously,theimplementationofcentralizedcontrolwasguaranteedthroughtheintegrationandre-layoutofcomputerresource,theestablishmentofregulationsandrules,andtheadjustmentoforganizationstructure.Secondly,thefunctionofthesupportlayerwasstudiedindetail.Thecentralizedoperationandmaintenancemanagementinformationsystemwasdevisedbasedonthemodularizationandprocessstandardizationofoperationandmaintenancework.Thirdly,mainworkwasfocusedontheITmaintenancemodule.ThemaintenancestrategyandthemaintenanceplanweremadebasedonFuzzySyntheticEvaluationModel,AnalyticHierarchyProcess(AHP)andFailureModeandEffectAnalysis(FMEA).Finallytheknowledgebase,whichisthefoundationofMIS,wasdevelopedusingASP.NETandSQLSERVER2000.ThethreetierapplicationdesignandB/Sservicemodewereadopted.TheresearchofthisdissertationprovidespowerfultechnicalsupportforBaoSteelCorptoestablishthecentralizedoperationandmaintenancemanagementmode.Furthermore,itishelpfulABSTRACTIIIforothermanufacturerstomanagetheoperationandmaintenanceoftheirprocesscontrolcomputers.KEYWORDS:ITServiceManagement(ITSM),processcontrolcomputers,centralizedoperationandmaintenance,maintenancestrategy,knowledgebaseonoperationandmaintenancemanagement20082162008216200821611.1[1][2]ITILITInfrastructureLibraryITIT[3,4,5]ITSMITERP[5]ITSM48%ITSMITIT/IT/[4,5]ITITITIT1.2IT1.2.1IT1IT[4,5,6,7]ITGartnerITSLAITITITITSMFITITITITITITGartnerITILITILITITITILBS7799ITILIT22IT[4,5,6,7]ITITERPCRMSCMITITITITITITIT/IT/ITITITIT3IT[3-7]ITITITITITITITITITITITITITITIT4IT[3-7]ITSM2-1(IT)ITITITITITITIT3ITITSMIT5:00OKITITSMIT5ITIT[6]ITITIT1-2ITITITIT//1-1ITSMFig.1-1TherationaleofITSM41-2ITITSM[6]Fig.1-2ThedifferencebetweentraditionalITmanagementandITSM1.2.2IT1IT[8-11]ITITITITITITITITITIT2IT[6,7,8]ITITITITIT5ITITITITITITITITITEventManagementIT2080ITITITIT2080CCTAIT1989ProcessITITITIL[6]ITITITILITITITIL2090ITILITVirjeSERCIT(ITServiceCMM(MOFITIT(HPITSMReferenceModel)[7]ITCAUnicenterITILITITIT1.2.3ITIBMIT[4,5]ITITITITILITSM[12]IT[12]1IT[6,7,10]1ITILITITIL15IT200520ITIL7ITSM6ITITSMF152000ITITSMFIBMSunCA1TITSMFITITSMFPocketGuide102IT[6,7]IT1TITITITCAIBMSinoServiceOneITITILITIT[13,14]IT4[15]2.1ITIT2-1UPSIT2-1Fig2-1Theplatformforcentralizedoperationandmaintenanceonprocesscontrolcomputers102.1.12.2(1)(2)HMI(3)2.1.2(1)(2)(3)2.1.3ITIT2.1.42.211[6]IT2.2.1[6]2-2Fig.2-2Logicalstructureofatypicalconfigureditem/USB122-2[6]2.2.23472-3Fig.2-3Thetree-typeorganizationofcentralizedlayout11………………12nh……i……………………PC……WindowsLinux………………PC1PC2……12……132-32.3IT2.3.1ITIT[4,5,7]12/DNSWeb3//45/67ISO177998/2.3.2[6]142.4[16,17]2-4152-4Fig.2-4Geographicalstructureofprocesscontrolcomputersundercentralizedoperationandmaintenancemodel16[18]3.13-1123-1Fig.3-1TheframeworkofCOMMS(CentralizedOperationandMaintenanceManagementSystem)173.23.2.1YesNoYesYes3-2Fig.3-2Processofeventhandling183-2123745961074849103.2.23-312342522619YesNoNoYesNo3-3Fig.3-3Processofissuehandling3.2.31233-5203-4Fig.3-4Processofmodification1231233.2.4123/3-5Fig.3-5Processofresourceconfiguration213.2.53-61234256YesNo3-6Fig.3-6Processofgeneralmaintenanceonprocesscontrolcomputers3-7223-63.2.6KBMS3-7ITFig.3-7Theframeworkofcentralizedmaintenancesub-systemonprocesscontrolcomputers23AHPFMEA4.14.1.1[19]BreakdownMaintenance;BMCorrectiveMaintenance;CMPreventiveMaintenance;PMTotalProductiveMaintenance;TPMPDM(PredictiveMaintenance;PDMProactiveMaintenance;PAM)[20-23]1BM(BreakdownMaintenance;BM)2CorrectiveMaintenance;CM243PreventiveMaintenance;PMTime-Based504TotalProductiveMaintenanc