基于ITIL的IT服务管理系统的设计与实现毕业论文.docVIP

上海交通大学本科毕业论文　 我国商业银行个人理财业务探讨 PAGE 第 PAGE 25 页 共 25 页 上海交通大学本科毕业论文 基于ITIL的IT服务管理系统的设计与实现 上海交大本科毕业论文 PAGE I 摘要 IT服务管理（ITSM）主要是一种最初被称之为IT管理的以流程和服务为中心的管理方法，其目标是改进IT服务的质量。信息技术基础设施库（ITIL）归纳了IT服务产业内的最佳实践，并覆盖了IT服务组织大部分活动的流程。ITIL已成为描述IT服务管理中基本流程的事实标准。 我们基于ITIL开发的ITSM系统，不仅完成了大部分业务流程，更引入了可配置的工作流、水晶报表和ClickOnce技术，使系统灵活性和统计性大大提高。本文作者负责问题管理和发布管理两个模块的需求、设计与开发，实现了C/S架构的，表示层、业务层、数据层三层设计的，采用.NET智能客户端方式提供服务的ITSM系统。 关键词　IT服务管理，信息技术基础设施库，流程，工作流，ClickOnce，水晶报表，问题管理，发布管理 浙江大学硕士学位论文 STYLEREF 章标题(不加入目录内) 目录 STYLEREF 章标题(不加入目录内) 目录 PAGE IV PAGE IV Abstract Information technology service management (ITSM), named IT service, is a kind of management method centering on procedures and services, and objects to make the quality of IT service better. Information technology infrastructures library (ITIL) sums up the best practices of IT service industry and covers most of the procedures in IT service organization behaviors. So far ITIL has become the factual standard in describing the primary procedures of IT service management. The ITSM system we developed based on ITIL is not only accomplishing most of the business flows, but also introducing configurable workflows, crystal reports and ClickOnce technologies into our system to increase system’s flexibility and statistic property. The author is in charge of developing the requirements, design and realization of the problem management and release management modules, which give birth to parts of an ITSM system with client/server architecture and three-layer structure consisting of presentation-business-entity layers, offering server with intelligent client using .NET. Keywords　ITSM, ITIL, Procedure, Workflow, Crystal Report, ClickOnce, Problem Management, Release Management 目录 TOC \o 1-3