【作者】 黄欣；

【导师】 沈备军；

【作者基本信息】 上海交通大学 ， 计算机应用技术， 2010， 硕士

【摘要】 信息化已经成为中国经济与社会发展最重要的推动力,IT系统开始从传统的后台支持转变为新业务开展的直接驱动力。要想让IT能够真正做到优化企业的业务运作,企业在开展信息化建设的同时必须加强对IT的管理和控制能力,建立起完善的IT服务管理体系,实现以产品为中心向以客户和服务为中心的转变。IT服务管理是一种以客户为中心的基于流程的方法,它通过整合业务与IT服务,提高IT服务的提供和支持能力。其中IT服务支持是IT服务管理的核心之一,它为IT运维提供了客观、严谨、可量化的标准和规范,从而确保IT部门能够为企业的业务运作提供更好的IT技术支持。但是我们面临一些新的挑战:如何准确地理解复杂的IT服务支持概念与标准?如何交换、复用和集成采用不同建模语言的IT服务支持过程模型?如何针对各种规模各种类型的企业特定需求,实现IT服务支持过程的不同定制?如何根据企业的动态变化需求,实现动态IT服务支持过程建模?针对以上挑战,本文基于IT服务支持的最佳实践,遵循MOF元建模方法为IT服务支持过程建立元模型,并在此基础上研究了定制技术,开发了企业IT服务支持平台。本文首先研究并建立了IT服务支持过程的元模型。我们参照IT服务管理的最佳实践ITIL,抽取了IT服务支持过程的领域特征,定义了其领域模型,以此为依据比较了多种业务过程元模型并从中选择了业务过程元模型(BPDM)作为元模型的基础。随后根据IT服务支持过程的领域特征扩展了BPDM,完成了元模型的建模。接着,本文结合国内中小企业IT服务支持过程灵活动态的特性,研究并提出了基于ECA规则的动态过程建模技术。我们首先提炼出IT服务支持过程的基本过程,然后根据企业的个性化需求,识别出了IT服务支持过程的动态特性,设计了基于ECA的IT服务支持过程规则,通过规则定制的方式实现了对过程的个性化在线定制。本文还采用名称值对的方法实现了数据的在线定制,进一步提高了IT服务支持过程的柔性。最后,我们设计并实现了一个企业IT服务支持平台EITSSP。本文提出的元模型很好地支持了平台的架构设计与规则定制,使之全面实现适用于国内中小型企业的IT服务支持过程。平台通过ECA规则的方式实现了动态过程,可以根据企业自身特点和动态变更请求在线定制过程规则,同时平台也能很好地支持表单数据的在线定制,满足了中小型企业过程灵活性以及多样性的需求。EITSSP平台目前已在三家企业进行了试点应用。结果表明,平台所采用的在线过程定制与表单数据定制技术,不仅能帮助中小型企业实时地进行在线个性化定制,还能有效管理和自动化IT服务支持过程相关的各项任务,增加了平台的适应性与工作效率。和相关工作相比,本文的创新在于:1)研究并提出了IT服务支持过程的元模型,为IT服务支持过程模型在定义、重用、交换、集成和自动化方面提供了良好的基础。2)针对中小企业对IT服务支持过程的多样化需求,我们基于元模型提出了基于ECA规则的动态过程在线定制的方案,并采用了AOP技术进行了实现。3)在元模型与相关定制技术的基础上,我们开发了企业IT服务支持平台。和现有的IT服务支持工具相比,该平台最大的特点是通过在线的过程规则定制实现了柔性过程管理。更多还原

【Abstract】 Information technology has not only become the most important driving force of China’s economic and social development , but also the direct driving force to transfer IT system from back-office to business field. To make IT really optimize business operations, enterprises must strengthen the capability of IT management to establish a comprehensive IT service management system and achieve product-centric to service- oriented transformation. IT Service Management (ITSM) is playing an increasing important role in ensuring consistency between information technology and business process nowadays. IT Service Support is an important part of ITSM. It provides IT governance with standard and disciplines, which ensures better IT technique support for enterprises business functions. However, challenges still remains as follows: Firstly, it is difficult to understand the core concepts of IT Service Support process clearly and systematically. Secondly, integration, exchange, reuse of metamodel-based process models of different modeling languages is not available. Thirdly, current solutions do not support customization well to fulfill the specific requirements of enterprises of any scale and type. Fourthly, current solutions do not support dynamic IT Service Support process modeling according to the requirement change of the enterprises. Faced with these challenges, an IT Service Support process metamodel was presented in this paper. The metamodel is based on ITIL and described by MOF. On the base of the metamodel, we make a research on customization and develop a platform.The paper first analyze the of IT Service Support domain and define the domain model. Then the paper makes comparison between various business process metamodels and chooses Business Process Definition Metamodel (BPDM) as an appropriate one. The paper extends BPDM and includes the domain features of IT Service Support processes to build the metamodel. The paper also focuses on dynamic process modeling techniques in studying the dynamic and flexible characteristics of domestic small and medium enterprises. We first extract the basic processes from IT Service Support processes, and then we identify the dynamic points of IT Service Support processes and design the ECA-based IT Service Support rule. Though the rule customization, we realize the online customization of the process rule. The paper also uses name-value method to implement the data online customization and further improve the flexibility of the IT Service Support processes.The metamodel has characteristic of easy operation and simple structure, and it has been preliminary applied in implementation of IT Service Support Process tool– EITSSP. EITSSP is developed for domestic middle and small companies. The metamodel soundly support the process modeling and rule customization. The rule in ECA form realizes the dynamic process management which means companies can easily adapt the process to their specific requirement with the help of tool.EITSSP has been deployed in three enterprises for pilot run. The result shows that the customization of both process and data in the platform can help enterprises to manage and automate tasks in IT service support process effectively.With regard to the related works, the innovation of the paper lays on:1) Researching and proposing an IT Service Support process metamodel. The metamodel provide a sound base for process definition, reuse, exchange, integration and automation.2) Proposing the ECA rule-based rule customization to meet the various requirements IT Service Support processes in enterprises of all sizes and types. We use AOP technology to implement the rule engine light-weightily.3) Developing EITSSP Platform on the basis of metamodel and customization technology. Compared with current IT Service Support tools, our platform performs better in realizing the flexible process management through online process rule customization.更多还原