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华北电力大学（保定）硕士学位论文IT运维管理系统的设计与实现姓名：李欣申请学位级别：硕士专业：工业工程指导教师：武群丽2011-03I10ITITITILITIT,ITILITITITITITILIIAbstractAsenterpriseinformationconstructionisdeeplydeveloped,informationsystembecomesmoreandmorecomplicated.Businessdependsmoreontheinformationsystem,soanychangesofinformationsystemcandirectlyaffectnormalbusinessdevelopment.Afternearlytenyears’informationsystemconstruction,thenetworkofInnerMongoliaPower(Group)Co.,Ltd.hascoveredallpowersupplyenterprisesandmajorproductionunits;withallsortsofapplications,representedbyfinance,marketing,productionandofficeautomation,beingoveralldevelopedandincreasinglydeepened,informationsystemhasbeenoneofindispensableandbeneficialinstrumentsfordailymanagement.Comparedwithinformationsystemconstructionatahigherlevel,thereisaproblemofweakIToperationmanagement.Therefore,itdemandstoestablishasoundandmatureIToperationmanagementsystem,enhanceservicequalityandpersonnelqualityofinformationdepartment,andraiseoperationlevelofthedepartment.Asthe“BestPractice”ofInternationalITservicemanagementfieldatpresent,ITILcanbeutilizedtoimplementandimproveavarietyofITrelevantservicesandresolutions;drivenbytheprocess,itcentersincustomers,feasiblymeetingpracticalbusinessneeds.GuidelinesandprinciplesofITILareadoptedtosetupIToperationmanagementsystemwithhighefficiency,developandestablishacentralizedandunifiedinformationorcommunicationsprofessionalmanagementsystem,coveringalllevelsofrelevantunitsofInnerMongoliaPower(Group)Co.,Ltd.ThisarticleoutlinesdesignandimplementationofIToperationmanagementsystem,includingideasofconstruction,processdesign,technologicalfeatures,functions,andetc.Systemimplementationconsistsofassetmanagement,servicedeskmanagement,workordermanagement,replacementmanagement,defectmanagement,executionmanagement,inspectionmanagement,knowledgemanagementandothermodules.ForIToperationmanagement,thesystemconstructionthistimeoffersoverallbusinessfunctionsupports,increasesresourceutilizationrate,enhancescompetitiveness,eliminatesduplicatedlaborsandsuppliesdemonstrableperformanceindicators.Layermanagementisactualizedinoperationmanagementbusiness,tosatisfybusinessneedsofoperationlayer,managementlayer,anddecision-makinglayer;bymeansofintegratedoperations,standardizedoperationsandstreamlineoperations,efficiencyofproductionmanagementisimproved.Keywords:ITOperationManagementITILProcessServiceDeskITIT-1-11.1ITITITITITITIT1.1.1ITITILITInfrastructureLibraryIT[1][1-4]CCTAITITITILITISO20000ITILITITIL()ITILITITIL[1-4]ITILITITILITITILIT[5]-2-1.1.2ITITIT“”IT[6]ITITITIT[7]1.1.3IT[8]ITITITIT[9]ITITITITITIT1.2IT-3-[10]ITILITITISO20000PDCAITIT1.3ITITITILIT,IT1IT2ITIT3ITITIT4ITMaximoITITIL5ITITILISO2000ITILIT6IT-4-7-5-2IT2.1ITITIL2.1.1//PCUPS-6-PCMATMUPS2.1.2/2.1.32.1.4IT-7-2.1.52.1.62.1.72.1.82.1.9-8-2.1.10/2.1.112.1.122.1.12.12.1.12.2J2EEUNIXIBMWebSphereB/SAppletApplet-9-2.1.12.3532.2MAXIMOITITITITITITITISO9000ISO14000OSHMS18000-10-2.3IT-11-3IT3.13.2ITITITITILITIT-12-ITITIT3.2.13.2.23.2.33.2.4-13-3.33.3.1ITITITITIT3.3.2MAXIMO3.3.3GartnerGroupMAXIMOIT[11-12]MAXIMOIT-14-ITMAXIMOITIT3.3.4BPRIT3.43.4.1ITITITITMAXIMOITMAXIMO-15-MAXIMO3.4.2ITMAXIMO()MAXIMO[13]3.4.3WorkFlow[14-16]MAXIMO3.4.4MAXIMO-16-3.4.53.4.6Internet/Browser/Server/Client/ServerJ2EE/IT[17]B/S-17-3.4.7ITPortalWebWeb[18-20]3.5[21]MAXIMO3.5.1MAXIMOMAXIMOMAXIMOMAXIMOIT-18-IT3.5.23.5.3ITMAXIMOMAXIMOIT3.6ITITIT-19-4IT4.1ITITILMAXIMOITIL4.1.1Web/ITJAVAJ2EEB/SIE4.1.2/ITOracleSQLServerDB2SunIBMUNIXWindowsXP2000,NTBEAWebLogicIBMWebSphere4.1.3IT4.1.4IT(Workflow)-20-4.1.5ITTAB4.1.6ITActuateMaximoKPI4.1.7MaximoIBMIBMERPOracleERPIBMNovaScotiaPowerArcoMaximoSCADA/DCSP3MSProject4.2MaximoITMaximoITIL-21-5IT5.1123[22-25]5.1.25-1/5-1-22-5.2“”“”“”5.2.15-2-23-5-25.3“”5-3-24-5-35.3.15.3.2-25-5.3.3///////5.3.4-26-5.4“”[26-27]5.5-27-5.5.1/5.5.2/5.5.35.5.45-4-28-5.65.6.11234565.6.25-51.2.3.4.-29-5-55.7ITIL1234IT5.7.1-30-5.7.25-6YNNYNYNYN5-65.8-31-[28]5.8.15.8.25-75-75.9-32-ITITITIL(ITIT1:2:5.10ITILISO2000ITILIT-33-6IT6.1ITILISO2000ITITILITB/S/IT6.1.1ITB/S6.1.2IBMP570IBMP570WEBSPHEREIBM3800PCSERVERIBM3800PCSERVERMAXIMO6.1.3-34-6.1.46.1.56.1.5.1IT6-16-2-35-6-16-2-36-6.1.5.2“”[29-36]6-36-46-5ITITPC6-3-37-6-46-5-38-6.1.5.3ITILIT[37-38]6-66-76-6-39-6-76.1.5.4[39-40]6-8\6-96-106-116-12-40-6-86-9-41-6-106-11-42-6-126.1.5.56-136-14-43-6-136-14-44-6.1.5.66-156-156.1.5.7/-45-6-166-176-166-17-46-6.1.5.86-186-196-206-186-19-47-6-206.1.5.96-216-22-48-6-216-22-49-6.1.5.10:(1)6-23(2)6-246-23-50-6-246.2MAXIMO6.3ITIT-51-6.5IT-52-77.1ITMAXIMOITILITIT1MAXIMOIT/IT2ITILISO2000ITITILIT“”ITIL3ITPDCA4ITIT567KPI-53-87.2ITIT1ITIL2345ITIL6-54-7.3ITITITITITITIT-55-[1]IBMIT[2]ITIL2005[3],ITILIT[J],2009,7:89-93[4]IT20034[5]CentralComputerandTelecommunicationsAgency(CCTA),ServiceSupport,2000,ISBN0113300158[6]IT[J],2007,12:50-52[7]ITIT20051-3[8],,IT[J],2007,9:28-31[9]IT[J],2009,2:164-165[10]IT220051[11],,ITIL[J],2010,3:13-15[12]IT[J],2009,10:152[13],,MAXIMO[J],2006,6:103-104[14]JanvanBonITServiceManagementAndIntroductionVanHarenVanHarenPublishing200220-58[15]MiltonHarris,ArturRavivOrganizationDesignManagementSci