技术支持业务的流程重组和优化工具的设计和实现软件工程专业论文.docxVIP

哈尔滨工业大学工程硕士学位论文 哈尔滨工业大学工程硕士学位论文 - - II - Abstract Grid computing and cloud computing has become a popular trending in the computer field nowadays. The slogan of IBM, wisdom of the planet, has become the national development strategies for U.S. And the other major computer services companies have also launched their own cloud computing or grid computing software products. But the most famous grid computing software and the most useful grid computing product is the Platform Computing Company’s product LSF(Load Sharing Facility). This thesis is based on the existing grid computing product LSF’s technical support work in Platform Computing Company. It uses the modern modeling methods to model the process through the tracking and analyzing this company’s technical support business processes. And the major work is we can use the information technology to develop some auto tools to support the technical support work. We strive to make these changes in the Platform Computing Companys technical support services to bring up the customer satisfaction. This paper implements the technica l support process analysis: uses the BPR(Business Process Reengineering) modeling method to model the process through the software MO2GO . Then it analyzes and simplifies the existing processes in order to putting forward an idea that can be used to support automated technical support. After this, this article develops the appropriate software to support the automated technical support work. This paper achieves the goal of th is software development work. It has been proved that this software is very helpful for the Platform Computing Support work. It not only restructures and optimizes the technical support work, but also provides the customers with a better service. The two tools in this article are the collection and analysis tool for LSF configuration information: Cluster Profile and the management tool for managing the suppor t workers: Key Performance Index(KPI). The reengineering and op