【正文】 1 / 51商業(yè)銀行 IT服務(wù)管理平臺的設(shè)計與實現(xiàn)工程碩士研究生論文級 別： 2022 級院 系：計算機(jī)軟件學(xué)院工 程 領(lǐng) 域： 軟件工程研 究 方 向： 軟件技術(shù)開發(fā)研 究 生 姓 名 ： 李 鳴 指 導(dǎo) 教 師： 張平健2 / 51摘要商業(yè)銀行 IT 服務(wù)管理平臺基于 IT 服務(wù)管理理論,可以為商業(yè)銀行提供一個穩(wěn)健而又靈活的 IT 服務(wù)管理解決方案。目前,IT 服務(wù)管理在世界各國受到了廣泛的關(guān)注,在金融行業(yè)內(nèi)還缺乏與企業(yè)發(fā)展戰(zhàn)略相結(jié)合的長期統(tǒng)籌和規(guī)劃。 為了提高 IT 管理的效率和質(zhì)量,提升 IT 系統(tǒng)的可控性,IT 系統(tǒng)的運(yùn)行維護(hù)與管理已經(jīng)成為銀行 IT 部門的首要工作。隨著 IT 戰(zhàn)略規(guī)劃和推進(jìn),金融公司迫切需要提高自身 IT 應(yīng)用服務(wù)的水平,以強(qiáng)化建行 IT 應(yīng)用的整體和持久的效益。基于目前匯豐銀行商業(yè)銀行部 IT 服務(wù)管理的現(xiàn)狀,本文分析論證了金融 IT服務(wù)管理平臺業(yè)務(wù)、技術(shù)可行性,重點探討 IT 服務(wù)管理平臺的目標(biāo)、原理及方法,研究了包括事件管理、變更管理、請求服務(wù)管理、報表管理等多項服務(wù)流程。在平臺設(shè)計上給出了應(yīng)用架構(gòu)、邏輯架構(gòu)與物理架構(gòu),以及事件流程模塊和報表子系統(tǒng)的實現(xiàn)方法,并對平臺的集成與性能要求進(jìn)行了分析。從技術(shù)角度,金融IT 服務(wù)管理平臺基于 J2EE 的開源技術(shù)實現(xiàn)了多層架構(gòu)的方案,并過通過構(gòu)件技術(shù)構(gòu)建出可擴(kuò)展的應(yīng)用解決方案,具有易于實施、松散耦合、高度可擴(kuò)展等特點。從理論角度,金融 IT 服務(wù)管理平臺以 IT 服務(wù)管理的“最佳實踐”為基礎(chǔ),強(qiáng)調(diào)靈活性和標(biāo)準(zhǔn)化,以幫助實現(xiàn) ITIL 在 IT 服務(wù)管理中的運(yùn)用。 關(guān)鍵字：ITIL ITSM 多層框架3 / 51AbstractCommercial bank39。s IT service management platform based on the theory of IT service management, IT service management can provide a robust and flexible solutions for mercial banks. At present, IT service management has been widespread concern in the world, in the financial industry is also a lack of longterm planning and planning bined with the enterprise development strategy.In order to improve the efficiency and quality of IT management, enhance the controllability of IT system, IT system operation and maintenance and management has bee the most important work of bank IT branch. With the IT strategy planning and promotion, financial panies need to improve their IT application service level, to strengthen the construction of the IT application39。s overall and lasting benefits.The present situation of HSBC Commercial Banking Based on IT service management, this paper analyzes the financial IT service management platform business, technical feasibility, focus on the goal, principle and method of IT service management platform, including the research of event management, change management, service request management, statement management etc. several service process. In the platform design is given based on the application architecture, logical architecture and physical architecture, and implementation method of event process module and the report form subsystem, and the platform integration and performance requirements are analyzed. From a technical point of view, the financial IT service management platform of J2EE open source technology to achieve 4 / 51a multi tier architecture scheme based on ponent technology, and through the construction of the application of scalable solution, has the advantages of easy implementation, loosely coupled, highly extensible。 from the point of view of theory, financial IT service management platform based on IT service management best practice as the foundation, emphasize flexibility and standardization, to help achieve the use of ITIL in IT service management.Key words: ITIL ITSM5 / 51目 錄摘要 ....................................................................................................................................................2ABSTRACT............................................................................................................................................3第一章 引言 ................................................................................................................................6 問題的提出 .............................................................................................................................6 國內(nèi)外現(xiàn)狀 .............................................................................................................................7 目的和意義 ........................................................................................................................7 本文的主要工作 ................................................................................................................8第二章 商業(yè)銀行與 ITSM 背景知識 ................................................................................................9 商業(yè)銀行的背景探討 ..............................................................................................................9 ITSM 的背景探討 .................................................................................................................10第三章 系統(tǒng)的需求分析 ................................................................................................................10 IT 服務(wù)管理模式以及運(yùn)作方式 .........................................................................................10 IT 服務(wù)管理平臺需求分析 .................................................................................................12 總體需求 ......................................................................................................................12 功能需求 ........................................................................................................................12 非功能需求 ....................................................................................................................14第四章 系統(tǒng)設(shè)計 ............................................................................................................................16 系統(tǒng)總體設(shè)計 ......................................................................................................................16 結(jié)構(gòu)框架設(shè)計 ..............................................................................................................16 結(jié)構(gòu)框架設(shè)計 ..............................................................................................................16 安全設(shè)計方案 ..............................................................................................................17 難點分析與解決思路 ..................................................................................................18 功能定義 ........................................................................................................................19 詳細(xì) 設(shè) 計 ....................................................................................................