神寧集團(tuán)it服務(wù)管理平臺(tái)軟件的設(shè)計(jì)與實(shí)現(xiàn)

1、論文題目：神寧集團(tuán) IT 服務(wù)管理平臺(tái)軟件的設(shè)計(jì)與實(shí)現(xiàn)專(zhuān) 業(yè)：電子與通信工程碩 士 生：桂 晶 （簽名）指導(dǎo)教師：孫 弋 （簽名）摘 要伴隨著神華寧夏煤業(yè)集團(tuán)的快速發(fā)展， 信息化建設(shè)在企業(yè)發(fā)展進(jìn)程中的作用日益凸顯。越來(lái)越多的企業(yè)業(yè)務(wù)實(shí)現(xiàn)了電子化運(yùn)轉(zhuǎn)，企業(yè)信息技術(shù)中心在系統(tǒng)維護(hù)、IT 服務(wù)方面的任務(wù)越來(lái)越重。在信息化維護(hù)過(guò)程中經(jīng)常出現(xiàn)用戶(hù)反映故障維修不及時(shí)、申報(bào)故障方式單一、維修效率低、沒(méi)有反饋機(jī)制等問(wèn)題。這一系列問(wèn)題不僅給用戶(hù)的日常工作

2、造成一定不便，同時(shí)給維修人員的工作也造成了極大困擾。因此，結(jié)合當(dāng)今移動(dòng)互聯(lián)網(wǎng)的快速發(fā)展及流程化的管控模式，設(shè)計(jì)并實(shí)現(xiàn)一套完整的 IT 服務(wù)管理系統(tǒng)對(duì)企業(yè)信息化發(fā)展意義重大。本課題基于現(xiàn)代 IT 治理標(biāo)準(zhǔn) ITIL V3 和 ISO20000, 引入 IT 服務(wù)管理 （ITSM） 的概念， 設(shè)計(jì)了 IT 服務(wù)管理應(yīng)用系統(tǒng)， 在此基礎(chǔ)上， 利用 Android 操作系統(tǒng)的開(kāi)放性開(kāi)發(fā)了用戶(hù)端軟件。 管理端 IT 服務(wù)管理系統(tǒng)采用 Java w

3、eb 開(kāi)發(fā)平臺(tái)， 用戶(hù)端主要基于 Android開(kāi)發(fā)平臺(tái)。系統(tǒng)采用 MySQL 數(shù)據(jù)庫(kù)將所有數(shù)據(jù)都存儲(chǔ)在服務(wù)器中。管理端與用戶(hù)端使用 Web service 接口技術(shù)進(jìn)行通信。整套系統(tǒng)實(shí)現(xiàn)了故障維修過(guò)程中用戶(hù)、信息中心、維護(hù)人員三方的數(shù)據(jù)交換。使用戶(hù)通過(guò)移動(dòng)智能終端能夠隨時(shí)隨地申報(bào)故障、查詢(xún)維修情況，解決了電話(huà)申報(bào)故障的單一性及維護(hù)進(jìn)度的不可查詢(xún)等問(wèn)題。用戶(hù)、信息中心、維護(hù)人員三方銜接的更加流暢， 維修過(guò)程可控性更強(qiáng)， 大大提高了維修效

4、率和服務(wù)質(zhì)量。通過(guò)測(cè)試驗(yàn)證了 IT 服務(wù)管理系統(tǒng)及 Android 用戶(hù)終端軟件可以滿(mǎn)足課題的基本要求，且系統(tǒng)性能穩(wěn)定，能夠進(jìn)行推廣應(yīng)用。關(guān) 鍵 詞：Android；IT 服務(wù)管理；移動(dòng)互聯(lián)；流程化管控；數(shù)據(jù)庫(kù)研究類(lèi)型：應(yīng)用研究Subject ： The Research of IT Service Management System Based onMobile PlatformSpecialty ：Communication and

5、 Information SystemName ：Gui Jing （Signature）Instructor ：Sun Yi （Signature）ABSTRACTThe function of Information construction is outstanding in the rapid development of ourindustries.More and more large-scale enterprises b

6、egan to set up exclusive informationconstruction and maintenance center.Yet many questions emerged during the informationmaintenance process, such as lack of in-time settlement of trouble, the single way of faultdeclarat

7、ion, low maintenance efficiency, and the short of feedback system, which broughtnot only troubles to the users , but also inconvenience to the maintenance workers.Therefore,it is very important for the enterprises’ infor

8、matization to design an thorough IT maintenanceregulation system by the reference of rapid Internet development and the process of controlmode.The IT service management system is designed in this topic based on Modern IT

9、governance standards ITIL V3 and ISO20000 as well as the concepts of ITSM, under whichthe user terminal software is designed with the opening of Android system.IT servicemanagement system using Java web development platf

10、orm and client side is based on theAndroid development platform.The system using the MySQL database will store all data inthe server. Management side communicate with client side by using a Web service interfacetechnolog

11、y. The data exchange among the user , information center, and maintenance workerscan be achieved in the process of breakdown maintenance. Users can declare failure at anytime and through not only phone and querying maint

12、enance progress become possible. Theconnection among user, information center and maintenance personnel is more fluent. Themaintenance process is controllable now and greatly improves the maintenance efficiency andservic