ITIL论文：开发应用ITIL理念的运维系统
【中文摘要】当今社会企业对IT技术的不断应用,企业方方面面的业务对IT技术的依赖越来越深.随着IT技术的飞速发展,使企业IT系统越来越来越复杂.服务器、交换机、路由器、数据库、应用系统分布于公司的各个部门,他们组成了庞大的企业应用系统,企业IT系统越来越多,网络、设备和产品越来越复杂,业务越来越依赖于稳定可靠的系统运行,公司内部和外部用户对IT部门的支持服务和协调管理也提出了更高的要求。这是企业IT组织迫切需要解决的问题。通过研究发现,随着信息化建设的推进,为了让凝聚了巨大人力物力投入的信息基础设施发挥出其效益,保障整个信息系统从组织内部各个层面都能够平稳可靠运行,尤其需要有一个可从整体上对包括IP网络,存储,安全等组件在内的IT基础设施环境进行综合管理的平台,由于信息系统是一个包括了众多软件,硬件技术,涉及多厂家产品,而且随着信息建设的深入和持续优化和发展,在当前的IT管理组织的运维体系下,往往存在以下现象:比如对不同的技术采用不同的专业人员进行管理;或者是缺乏某个方面的专业技术积累,即使长期培养的某方面技术维护能力容易因为人员的流动而难以保持;运维经验在管理人员之间难以得到交流和共享;或者难以通过有效简洁的手段及时得知复杂的网络和应用系统的运行状态;缺少一个易于理解和实施的体系,以整个单位的核心绩效为导向,来决策IT工作的改进方向,并通过量化,图形化,体系化的方式加以评估。本文以实际开发为实例,
结合ITIL的理念,研究一个基于ITIL运维管理服务的运维管理系统的功能.实现对IT环境中各类基础设施的监控,包含有网络、系统、安全设备、数据库、中间件、业务系统、存储设备和机房环境等系统的监控管理,实现IT基础设施的集中式监控管理等功能,做到“有故障、早发现、早解决”的建设思路。对监控对象提供基于“性能基线”的阀值告警机制,通过根据一段时间的运行参数采集,系统自动掌握信息系统在“忙时”和“闲时”的负荷情况,自动生成性能负荷基线,在超过(或低于)基线一定比例(如60%)为告警阀值,实现性能与故障监控的智能化,显著降低告警的误报比例,在为管理员提供了工具的同时,也提供了相应的运维经验。从而协助企业实现基于ITIL的流程框架、运维管理的自动化、规范化和流程化。
【英文摘要】Nowadays, with the increasing application of IT technology, every aspects of the busine operation rely on IT technology.AS the rapid development of IT technology, the IT system of busine becomes more and more complicated.Servers, switches, routers, databases, and application systems located in every departments of company.They formed a large busine application system.With the increasing number of busine IT system, network, equipment and product become more and more complex, and busine is increasingly dependent on stable and reliable system operation.These lead to a high requirement for the IT department’s support and cooperation
from the inside and outside of the company.This is the most urgent problem need to be tackled by the IT department.Through research, we found that, with the advance of information technology, in order to make the information infrastructure to play its effectivene, to make sure that the entire information system can stably and reliably operate on every level of the organization, we especially need an integrated management platform, which allow us to control the environment of IT infrastructure, including IP networking, storage and security.Information system includes a lot of software and hardware.With the development and optimization of information construction, today’s IT management is tend to have the following phenomena: different technology asks for different experts to manage; lacking of some expert accumulation, even if long-term education, the turnover of the employees makes it hard to maintain; hard to share the operation and maintenance experience among managers; hardly through a simply method to notice the operation status of the network and application system; lack of an easy to understand and implement the system, which we can use to decide the direction of the IT work, and to appraise through quantitative, graphic, systematic way.In this paper, depended on an actual development, combined with
the concept of ITIL, we worked out a maintenance and operation management system that based on ITIL.We can monitor the IT environment of every infrastructure, including network, system, security equipment, database, middleware, busine system, storage equipment and computer room environment.This can realize the concentrated monitoring of the IT environment.Based on the monitoring object’s“performance baseline”, we can set the threshold alarm mechanism.Through date collection, system will automatically get the load conditions, and generate performance load baseline, set the baseline over( or below) some ratio as the alarm threshold, to achieve the intellectually monitoring of performance and fault, which can reduce of the false alarm.This not only provides a tool for administrators, but also provides the corresponding Operation and maintenance experience.By doing this, we can help the busine to achieve automation, standardization and streamlining of operation and maintenance of the management, based on ITIL.【关键词】ITIL 网管 运维 告警 监控
【英文关键词】ITIL network operation and maintenance alarm monitor 【目录】开发应用ITIL理念的运维系统
摘要
4-5ABSTRACT5-6第一章 引言10-151.1 ITSM 1.3 IT 第二章 2.1.1 背景及简介11运维管理的研究目标系统技术及需求研究信息技术成熟度模型161719-2021-3023-2424-2527-2930-6030-373738
1.2 国内外ITSM 的现状11-131315-2115-16
1.4 本文的组织13-152.1 评估方法15-16
2.1.2 IT 运维能力成熟度模型
2.3 PDCA 实施方法
2.5 系统构成特点第三章 系统概要设计3.1.1 部署架构设计
3.1.3 逻辑架构设计3.3 功能模块设计第四章 系统详细设计4.2 流程管理设计4.3.1 指标描述4.3.3 数据存储描述
4.4.1 4.4.3 4.5 4.5.2 接4.5.4 流程第五章 系统5.2 实现监2.2 规划方法16-172.4 需求功能定义17-192.6 本章小结20-213.1 总体设计21-253.1.2 物理架构设计243.2 系统架构25-273.4 本章小结29-304.1 系统界面设计304.3 数据库设计37-384.3.2 Instance 描述37-384.4 基于ITIL 理念的运维系统设计38-52
4.4.2 系统配置设计46-484.4.4 安全管理设计49-524.5.1 用户接口程序52-534.5.3 事件报警接口
4.6 本章小结5.1 监控界面实现
56-5859-6060-61报警设计细节38-46事件管理设计48-49接口设计52-59口描述53-56系统工单接口58-59功能实现60-71
控连接61-63警63-65理67-6970-71况7171-7273-7474
5.3 功能模块实现63-705.3.2 服务台事故管理65-675.3.4 报表管理69-70
5.3.1 事件告5.3.3 配置管
5.4 本章小结
6.1 软件测试概第六章 系统测试与分析71-746.2 测试计划716.4 测试用例72-73
6.3 测试环境搭建
6.5 测试结果与分析
7.1 工作总结第七章 总结与发展趋势74-767.2 系统不足74-75
7.3 下一步改进75-76致谢76-77参考文献77-79
