中国网通DCN网管IT服务管理子系统的设计与实现
摘要
我国的电信事业从20世纪80年代以来一直飞速发展,通信网络的容量和规模迅速扩大,新技术和新业务层出不穷。通信市场正由传统的以通信网和市场为中心的服务质量的竞争转变成以客户为中心的服务质量的竞争。在这样的大背景下,借助信息技术全面提升经营管理水平和服务质量,满足电信用户不断增长的个性化需求,增强自身的核心竞争力,成为中国电信运营商面临的一个重要课题。
自20世纪80年代中期英国商务部提出信息技术基础架构库ITIL (Information Technology Infrastructure Library)以来,ITIL已经得到了全球几乎所有IT巨头的全力支持。IBM、惠普、微软、CA等著名跨国公司基于ITIL分别推出了实施IT服务管理的软件和实施方案,促进了IT与业务的整合。IT服务管理系统建设和运营的好坏直接影响到电信运营的整体成本,管理水平和服务水平。
本文主要完成以下工作:
1.完成对IT服务管理最佳实践框架ITIL的研究。包含对其两大组成部分服务支持,服务提供以及10个关键流程的研究。
2.提出了IT服务管理的定义,以及IT服务管理对IT企业运行和维护的重大意义,并根据ITIL框架设计IT服务管理系统。
3.根据网通公司实际情况,完成IT服务管理系统的开发工作,主要实现ITIL两个核心流程,事件管理和变更管理模块,同时实现值班管理和公告发布两个个性化的模块,提高DCN(Data Communication Network)网管系统的工作效率和服务质量。
该系统的主要特点有:符合中国国情和电信行业企业的实际情况,面向业务的支持流程的IT管理,从现有的实施结果来看,该IT服务管理系统能够很好的满足电信企业“以客户为中心”和“精确管理”的要求,以及适应市场的竞争和日益增长的客户需求,提高整个网管系统的管理水平和服务质量。
China's telecommunications industry has been rapid development from the 1980s, the capacity and scale of communications network expansion rapidly, new technologies and new business emerging continuous. Communications market has been changed from the traditional communications networks and market-oriented quality of service competition into customer-focused service quality competition. Under such a background, it becomes an important task for them to improve management level and service quality fully with the help of information technology, satisfy the increasing specific demands of telecommunications users and strengthen competing ability at the core.
Since the mid-1980s the British Commerce Department developed ITIL (Information Technology Infrastructure Library), ITIL has been supported almost by all global IT giant's company. IBM, Hewlett-Packard, Microsoft, CA, and other well-known multinational companies based on ITIL respectively for the implementation of IT service management software and the implementation of programmer to promote the integration of IT and business. The result of construction and operation in IT service management system will have a direct impact on the overall cost, management standards and service level in telecommunications management.
In this paper, complete the following tasks:
1. I have completed the research of IT service management best practices about ITIL framework. It contains two major components about the research of support services, service providers and 10 key processes.
2. Put forward the definition of IT service management and the great significance to IT companies operation and maintenance about IT service management, I have completed the design of IT service management system according to the ITIL framework.
3. According to Netcom Corporation actual situation, I complete development work of IT service management system, including two main core ITIL processes, incident management and change management modules, At the same time I finish two Personalized modules about duty management and notice published to improve the efficiency and service quality of DCN (Data Communication Network) network management system.
The main features of the system are: in line with the actual situation of China's national conditions and telecommunications industries and enterprises, the support of business-oriented IT management processes, it meet the telecommunications enterprises " Customer-centric "and" precision management "requirements nicely from the existing results of the implementation of the IT service management system, and adapt to market competition and the growing customer demand, improve the management standard and service quality of the entire network management system.
自20世纪80年代中期英国商务部提出信息技术基础架构库ITIL (Information Technology Infrastructure Library)以来,ITIL已经得到了全球几乎所有IT巨头的全力支持。IBM、惠普、微软、CA等著名跨国公司基于ITIL分别推出了实施IT服务管理的软件和实施方案,促进了IT与业务的整合。IT服务管理系统建设和运营的好坏直接影响到电信运营的整体成本,管理水平和服务水平。
本文主要完成以下工作:
1.完成对IT服务管理最佳实践框架ITIL的研究。包含对其两大组成部分服务支持,服务提供以及10个关键流程的研究。
2.提出了IT服务管理的定义,以及IT服务管理对IT企业运行和维护的重大意义,并根据ITIL框架设计IT服务管理系统。
3.根据网通公司实际情况,完成IT服务管理系统的开发工作,主要实现ITIL两个核心流程,事件管理和变更管理模块,同时实现值班管理和公告发布两个个性化的模块,提高DCN(Data Communication Network)网管系统的工作效率和服务质量。
该系统的主要特点有:符合中国国情和电信行业企业的实际情况,面向业务的支持流程的IT管理,从现有的实施结果来看,该IT服务管理系统能够很好的满足电信企业“以客户为中心”和“精确管理”的要求,以及适应市场的竞争和日益增长的客户需求,提高整个网管系统的管理水平和服务质量。
China's telecommunications industry has been rapid development from the 1980s, the capacity and scale of communications network expansion rapidly, new technologies and new business emerging continuous. Communications market has been changed from the traditional communications networks and market-oriented quality of service competition into customer-focused service quality competition. Under such a background, it becomes an important task for them to improve management level and service quality fully with the help of information technology, satisfy the increasing specific demands of telecommunications users and strengthen competing ability at the core.
Since the mid-1980s the British Commerce Department developed ITIL (Information Technology Infrastructure Library), ITIL has been supported almost by all global IT giant's company. IBM, Hewlett-Packard, Microsoft, CA, and other well-known multinational companies based on ITIL respectively for the implementation of IT service management software and the implementation of programmer to promote the integration of IT and business. The result of construction and operation in IT service management system will have a direct impact on the overall cost, management standards and service level in telecommunications management.
In this paper, complete the following tasks:
1. I have completed the research of IT service management best practices about ITIL framework. It contains two major components about the research of support services, service providers and 10 key processes.
2. Put forward the definition of IT service management and the great significance to IT companies operation and maintenance about IT service management, I have completed the design of IT service management system according to the ITIL framework.
3. According to Netcom Corporation actual situation, I complete development work of IT service management system, including two main core ITIL processes, incident management and change management modules, At the same time I finish two Personalized modules about duty management and notice published to improve the efficiency and service quality of DCN (Data Communication Network) network management system.
The main features of the system are: in line with the actual situation of China's national conditions and telecommunications industries and enterprises, the support of business-oriented IT management processes, it meet the telecommunications enterprises " Customer-centric "and" precision management "requirements nicely from the existing results of the implementation of the IT service management system, and adapt to market competition and the growing customer demand, improve the management standard and service quality of the entire network management system.
引文
1彭明宇,彭承柱.新一代网管系统.邮电商情, 2002,(23):14~19
2 ITU_M.3010,Principles for a Telecommunicaions Management NetWork
3 TM Forum. Enhanced Telecom Operations Map. TM Forum. 2002: 1~11
4朱健春.TMN体系结构分析.武汉理工大学学报,2002,(10):90~92
5 Vinoski S.CORBA. Integrating Diverse Applications within Distributed Heterogeneous Environments[J].IEEE Communications Magazine, 1997,35(2):46~55.
6田莉.电信综合网管发展方向探析.电信工程技术与标准化,2004,(6):69~72
7谭立蓉.中国电信运维管理系统建设之我见.通信世界,2004年10月11日
8 G.Pavlou. Using Distributed Object Technologies in Telecommunications Network Management. IEEE J. Selected Areas in Comm, 2000,18(5): 644~653
9成岗,李卫峰.国外IT服务管理的现状及其发展趋势.商业研究,2006,(22)
10马芳,时平.电信管理网(TMN)的网络管理技术.现代通信,2000,(11): 18~19
11 Carnegie Mellon University Software Engineering Institute,Models evolution of capacities software http://www.sei.cmu.edu,2005-10.
12石菲. ISO20000可以代替ITIL吗?.中国计算机用户,2008(5):52~53
13冉崇善,赵萍.基于ITIL的企业IT资源服务系统设计.武汉理工大学学报, 2006,(5):86~89
14詹志强,孟洛明,邱雪松.多专业网综合网管系统体系结构的研究.北京邮电大学学报,2003,(01):55~59
15杨健.ITIL管理方法在企业中的实现,四川大学,20O5
16萧展辉.建立具有电力特色的IT服务管理体系.湖北电力,2006,30(4):10~12
17刘建.电信管理网TMN综述.计算机与数字工程,2005,33(1):63~67
18冉崇善,赵萍. ITIL在网管服务台系统中的应用.图书馆学刊, 2006,(8):45~48
19王乐. ITIL带来的选择之苦.信息系统工程,2007(12):77~79
20尉林明,赵辰,孙傲宇.ITIL服务支持管理在信息系统工程运行维护阶段监理中的应用.北京联合大学学报(自然科学版).2004,第3期:47
21孙强.左天祖.刘伟.IT服务管理概念、理解与实施.机械工业出版社,2004.
22胡彬彬.基于ITIL的IT服务管理中服务台的设计与实现;北京邮电大学; 2006年
23滕剑峰. IT服务管理在企业中的实施;华东师范大学; 2006年
24刘平光.基于ITIL的电力企业信息系统运行维护体系研究;华北电力大学(北京); 2007年
25曹汉平.王强.贾素玲.现代IT服务管理.清华大学出版社,2005
26 Jan van Bon. IT Service Management An Introduction,Van Haren Publishing,2002.
27李长征.IT治理及其架构模型研究.首都经济贸易大学,2004
28 The British Department of Commerce.The ITIL Service Support Book itil.org.uk,2003
29 Jan van Bon.IT服务管理-基于ITIL的全球最佳实践.北京:清华大学出版社,2006.
30左天祖,刘伟等.中国IT服务管理指南.北京:北京大学出版社,2004.
31徐育毅.ITIL到底是什么?.网管员世界,2008(1):27~28
32朱海林,方乐,梁晟.IT服务(管理控制与流程)/服务管理控制与规划系列丛书.机械工业出版社,2006.
33 The British Department of Commerce.The ITIL Service Delivery Book. itil.org.uk,2003
34 G.Chen, Q.Kong, J.Etheridge. Integrated TMN Service Management. Journal of Network and Systems Management, 1999,7(4): 469~493
35 Jong-Tae PARK,Su-Ho Ha.Design and Implementation of TMN SMK System Using CORBA OBB.Journal of Network and Systems Management,Plenum Press, 1998,6(2)
36陈仲亿. 2006年中国IT服务管理回顾与展望.电子商务, 2007,(3) :37~38
37柳向前.在电信运营商的运行维护系统中应用ITIL.现代电信科技, 2005,(04):(40~43)
38 Information Technology Resources Board,Managing Information Systems:A Practical Assessment Tool http://www.itrb.gov,2005-10.
39尉林明,赵辰,孙傲宇. ITIL服务支持管理在信息系统工程运行维护阶段监理中的应用.北京联合大学学报(自然科学版).2004,第3期:47
40陈艳军.中国移动IT服务管理中心设计与实现.北京邮电大学,2006年
41 Michiel Berkhout etc.Service Support.The Stationery Office,2000.
42 Dave Pultorak.MOF Pocket Guide.Van Haren Publishing,2003.
43 Morad M.British Standard 7666 as a Framework for Geocoding Land andProperty Information the UK. Comput., Environ. and Urban Systems,2002,26: 483~492
44中国惠普有限公司.惠普之道--IT服务管理篇.北京:清华大学出版社,2006,1.
45丛国栋,张金隆.基于ITIL的中小IT企业服务管理模型研究.武汉理工大学学报,2003(6):79-81
46 Pink Elephant CEO David Radcliffe .ITIL能带来什么? .网管员世界,2008(24):15~16
47袁红军,肖汉.基于ITIL的虚拟参考咨询服务管理系统的设计与实现探究.计算机系统应用,2007(12):7~10
48胡波,詹瑾.浅析IT服务管理系统的构建.广东技术师范学院学报,2007(10):12~13
49张联群.Compuware全力支持ITIL第三版本新增持续服务改善.电信技术,2007(10):125
50肖君.基于ITIL的教育资源库服务质量管理系统的设计和应用.教育传播与技术,2007(3):46~49
51邵勇.用ITIL来指导IT系统的运行维护.网络与信息,2007,21(10):78~79
52王蕊秀,董淑福.IT服务管理与IT安全管理架构在中小企业的应用模式分析.现代电子技术,2008,31(6):87~89
2 ITU_M.3010,Principles for a Telecommunicaions Management NetWork
3 TM Forum. Enhanced Telecom Operations Map. TM Forum. 2002: 1~11
4朱健春.TMN体系结构分析.武汉理工大学学报,2002,(10):90~92
5 Vinoski S.CORBA. Integrating Diverse Applications within Distributed Heterogeneous Environments[J].IEEE Communications Magazine, 1997,35(2):46~55.
6田莉.电信综合网管发展方向探析.电信工程技术与标准化,2004,(6):69~72
7谭立蓉.中国电信运维管理系统建设之我见.通信世界,2004年10月11日
8 G.Pavlou. Using Distributed Object Technologies in Telecommunications Network Management. IEEE J. Selected Areas in Comm, 2000,18(5): 644~653
9成岗,李卫峰.国外IT服务管理的现状及其发展趋势.商业研究,2006,(22)
10马芳,时平.电信管理网(TMN)的网络管理技术.现代通信,2000,(11): 18~19
11 Carnegie Mellon University Software Engineering Institute,Models evolution of capacities software http://www.sei.cmu.edu,2005-10.
12石菲. ISO20000可以代替ITIL吗?.中国计算机用户,2008(5):52~53
13冉崇善,赵萍.基于ITIL的企业IT资源服务系统设计.武汉理工大学学报, 2006,(5):86~89
14詹志强,孟洛明,邱雪松.多专业网综合网管系统体系结构的研究.北京邮电大学学报,2003,(01):55~59
15杨健.ITIL管理方法在企业中的实现,四川大学,20O5
16萧展辉.建立具有电力特色的IT服务管理体系.湖北电力,2006,30(4):10~12
17刘建.电信管理网TMN综述.计算机与数字工程,2005,33(1):63~67
18冉崇善,赵萍. ITIL在网管服务台系统中的应用.图书馆学刊, 2006,(8):45~48
19王乐. ITIL带来的选择之苦.信息系统工程,2007(12):77~79
20尉林明,赵辰,孙傲宇.ITIL服务支持管理在信息系统工程运行维护阶段监理中的应用.北京联合大学学报(自然科学版).2004,第3期:47
21孙强.左天祖.刘伟.IT服务管理概念、理解与实施.机械工业出版社,2004.
22胡彬彬.基于ITIL的IT服务管理中服务台的设计与实现;北京邮电大学; 2006年
23滕剑峰. IT服务管理在企业中的实施;华东师范大学; 2006年
24刘平光.基于ITIL的电力企业信息系统运行维护体系研究;华北电力大学(北京); 2007年
25曹汉平.王强.贾素玲.现代IT服务管理.清华大学出版社,2005
26 Jan van Bon. IT Service Management An Introduction,Van Haren Publishing,2002.
27李长征.IT治理及其架构模型研究.首都经济贸易大学,2004
28 The British Department of Commerce.The ITIL Service Support Book itil.org.uk,2003
29 Jan van Bon.IT服务管理-基于ITIL的全球最佳实践.北京:清华大学出版社,2006.
30左天祖,刘伟等.中国IT服务管理指南.北京:北京大学出版社,2004.
31徐育毅.ITIL到底是什么?.网管员世界,2008(1):27~28
32朱海林,方乐,梁晟.IT服务(管理控制与流程)/服务管理控制与规划系列丛书.机械工业出版社,2006.
33 The British Department of Commerce.The ITIL Service Delivery Book. itil.org.uk,2003
34 G.Chen, Q.Kong, J.Etheridge. Integrated TMN Service Management. Journal of Network and Systems Management, 1999,7(4): 469~493
35 Jong-Tae PARK,Su-Ho Ha.Design and Implementation of TMN SMK System Using CORBA OBB.Journal of Network and Systems Management,Plenum Press, 1998,6(2)
36陈仲亿. 2006年中国IT服务管理回顾与展望.电子商务, 2007,(3) :37~38
37柳向前.在电信运营商的运行维护系统中应用ITIL.现代电信科技, 2005,(04):(40~43)
38 Information Technology Resources Board,Managing Information Systems:A Practical Assessment Tool http://www.itrb.gov,2005-10.
39尉林明,赵辰,孙傲宇. ITIL服务支持管理在信息系统工程运行维护阶段监理中的应用.北京联合大学学报(自然科学版).2004,第3期:47
40陈艳军.中国移动IT服务管理中心设计与实现.北京邮电大学,2006年
41 Michiel Berkhout etc.Service Support.The Stationery Office,2000.
42 Dave Pultorak.MOF Pocket Guide.Van Haren Publishing,2003.
43 Morad M.British Standard 7666 as a Framework for Geocoding Land andProperty Information the UK. Comput., Environ. and Urban Systems,2002,26: 483~492
44中国惠普有限公司.惠普之道--IT服务管理篇.北京:清华大学出版社,2006,1.
45丛国栋,张金隆.基于ITIL的中小IT企业服务管理模型研究.武汉理工大学学报,2003(6):79-81
46 Pink Elephant CEO David Radcliffe .ITIL能带来什么? .网管员世界,2008(24):15~16
47袁红军,肖汉.基于ITIL的虚拟参考咨询服务管理系统的设计与实现探究.计算机系统应用,2007(12):7~10
48胡波,詹瑾.浅析IT服务管理系统的构建.广东技术师范学院学报,2007(10):12~13
49张联群.Compuware全力支持ITIL第三版本新增持续服务改善.电信技术,2007(10):125
50肖君.基于ITIL的教育资源库服务质量管理系统的设计和应用.教育传播与技术,2007(3):46~49
51邵勇.用ITIL来指导IT系统的运行维护.网络与信息,2007,21(10):78~79
52王蕊秀,董淑福.IT服务管理与IT安全管理架构在中小企业的应用模式分析.现代电子技术,2008,31(6):87~89