商业银行IT服务管理平台的设计与实现.doc

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 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：ITIL ITSM多层框架 Abstract Commercial banks IT service management platform based on the theory of IT service management, IT service management can provide a robust and flexible solutions for commercial banks. At present, IT service management has been widespread concern in the world, in the financial industry is also a lack of long-term planning and planning combined with the enterprise development strategy. In order to improve the efficiency and quality of IT management, enhance the controllability of IT system, IT system operation and maintenance and management has become the most important work of bank IT branch. With the IT strategy planning and promotion, financial companies need to improve their IT application service level, to strengthen the construction of the IT applications overall and lasting benefits. The present situation of HSBC Commercial Banking Based on IT service management, this paper analyzes the financial IT service management platform business, technical feasibility, focus on the goal, principle and method of IT service management platform, including the research of event management, change management, service request management, statement management etc. several service process. In the platform design is given based on the application architecture