【作者】 马宇飞；

【导师】 宋铁英；

【作者基本信息】 北京林业大学 ， 管理科学与工程， 2008， 硕士

【摘要】 随着信息化建设的深入,传统的以技术为中心的IT管理模式必须向以服务为中心的IT管理模式转变。本文深入研究了IT服务管理中最普遍的事故管理,分析了事故管理角色、事故升级、优先级矩阵等概念;设计了事故的查明和记录、事故的初步归类和初步支持、事故的调查和分析、解决事故和恢复服务、事故的终止、事故处理过程的跟踪和监督等6个核心流程;通过对目前市场上四款IT服务管理主流开发工具的比较,重点研究并掌握了BMC Remedy Action Request System 7.0的使用。以某石油公司为背景,分析了其存在的IT运维问题,采用AR System作为开发平台,设计并实现了专门的事故管理系统。本系统主要具有以下优点是:1)实现B/S、C/S两种并存的程序架构,使用方便灵活;2)以事故为中心,建立事故从产生到关闭的生命周期,实现流程化操作;3)事故管理流程中的每一个环节都有限时监督,对于超时处理的环节,系统自动告警,确保事故处理的及时性;4)通过知识库和角色定位功能快速查询历史处理方案和确定事故具体负责人,提高事故处理效率。更多还原

【Abstract】 With the penetration of information construction, the traditional pattern of IT management, which focuses on the technology, ought to be changed to focus on the service.In this paper, the author takes an in-depth study of the incident management, which is the most common in the IT service management; Makes an analysis of the concept, such as incident management role, incident escalation, priority matrix and so on; Gives a deign for the six core processes, which are incident’s identification and record; incident’s initial classification and support; incident’s investigation and analysis; resolve incident and resume service; incident’s stop as well as the tracking and monitoring in the process of incident’s solution. At last, by comparing of the four kinds of IT service management tools in the market, research and master the use of the BMC Remedy Action Request System 7.0.Take a certain oil companies as the background, writer analyses its existing problem about IT Operation and Maintenance. Using AR System as a development platform, we design and implement a special incident management system. This system has the following main advantages:(1)Achieve integration of two coexistental procedural framework,which are B/S and C/S.The feature make it easy and flexible.(2) Regard the incident as the center, and establish the incident life cycle from generation to closure,which make the operation processlization.(3)Ensure the incident handle in time.Every link of the incident management processes has limited supervision.When there’s the overtime session, the system will warn automaticly.(4)Raise the efficiency of handling the incident.The system can quickly find the history of the treatment options, and Specifically determine responsible person for the incident through the knowledge base and the function of the role position.更多还原