基于业务服务模型的IT运维方法与技术研究

发布时间：2019-03-15 10:07

【摘要】：随着企业信息化建设的深入开展,对于计算、存储、网络及应用系统等IT基础资源的运维质量要求不断提高,特别是“工程设计云”的落地实施,IT基础资源任意环节发生故障,且不能准确定位迅速恢复,都可能引发整个业务链瘫痪。由于缺乏快速、有效的故障定位手段,致使故障恢复时间长,业务中断时间长,影响了设计生产效率;零打碎敲“救火式”运维方式的长期存在,导致运维不规范且效率低,用户满意度难以提升。所以基于ITIL标准建立符合企业业务服务模型的IT运维服务管理方案是解决上述问题的最佳途径。在实现ITIL基本框架的基础上,企业还需进行IT资源成本核算和IT投资决策分析,而该需求已不属于ITIL体系框架范畴,因此本文提出了"ITIL+"概念,有效解决了ITIL理论与相关业务二次融合提升问题。"ITIL+"概念是在ITIL理论落地实施的基础上对数据进行再次加工,产生新的应用。"ITIL+"概念主要特征有深度融合、增值服务、应用拓展。本文以ITIL理论为基础,分析了企业IT运维管理现状,结合ITIL最佳实践,进行了企业IT运维服务差距分析,并在此基础上提出了符合企业工程设计业务的IT运维服务框架,建立了故障诊断模型、IT资源成本核算模型、IT资源投资决策分析模型及IT基础设施健康评价模型。通过对监控系统整体需求的明确和规划,设计并开发了运维监控系统。在落地实施ITIL体系框架的基础上,拓展ITIL理论应用至工程项目IT资源成本核算及IT资源投资决策分析,实现了"ITIL+"概念的具体应用,并用系统验证了"ITIL+"业务服务框架的正确性及科学性。
[Abstract]:With the in-depth development of enterprise information construction, the quality requirements of operation and maintenance of IT basic resources such as computing, storage, network and application systems have been continuously improved, especially the implementation of "Engineering Design Cloud". The failure of any link of IT basic resources, and the rapid recovery can not be located accurately, which may lead to the paralysis of the whole business chain. Because of the lack of fast and effective fault location methods, the failure recovery time is long and the service interruption time is long, which affects the efficiency of design and production. The long-term existence of "fire-fighting" operation and maintenance mode leads to the non-standard and low efficiency of operation and maintenance, and it is difficult to improve user satisfaction. Therefore, the best way to solve the above problems is to establish the IT operation and maintenance service management scheme based on the ITIL standard in accordance with the enterprise business service model. On the basis of realizing the basic framework of ITIL, the enterprise still needs to carry on the IT resource cost accounting and the IT investment decision-making analysis, but this requirement no longer belongs to the scope of the ITIL system framework, so this paper puts forward the concept of "ITIL". The concept of "ITIL" is to reprocess the data on the basis of the implementation of ITIL theory and produce new applications. The main characteristics of the concept of "ITIL" are deep fusion, value-added service, and so on. The concept of "ITIL" has the characteristics of deep integration and value-added service. Application expansion. Based on the theory of ITIL, this paper analyzes the current situation of enterprise IT operation and maintenance management, combining with the best practice of ITIL, analyzes the service gap of enterprise IT operation and maintenance, and then puts forward the IT operation and maintenance service framework which accords with the business of enterprise engineering design. The fault diagnosis model, IT resource cost accounting model, IT resource investment decision analysis model and IT infrastructure health evaluation model are established. The operation and maintenance monitoring system is designed and developed through the definition and planning of the overall requirements of the monitoring system. Based on the implementation of ITIL system framework, the application of ITIL theory to engineering project IT resource cost accounting and IT resource investment decision-making is extended, and the concrete application of the concept of "ITIL" is realized. The correctness and scientificity of the "ITIL" service framework are verified by the system.
【学位授予单位】：中国石油大学(北京)
【学位级别】：博士
【学位授予年份】：2016
【分类号】：TP311.52;F270.7

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