【正文】 ormation Technology， IT） 技術(shù)的發(fā)展。 many of the key business began with event management. The article focuses on the analysis and design of the five bases of data definitions modules of the event, process definition and function of the event entry and support, process definition and function of event processing and monitoring, process definition and function of work order management. This article implements event management on the platform EASP: eight basic functions of the event entry and support, 13 basic functions of event handling and tracking, 11 basic functions of work order management. With the support and practice in the operation and maintenance by a large enterprise, the successful pletion of a verification and inspection on performance of EASP Incident Management process. Finally, this paper summarizes the practical results of the ITSM system events management, and pared with other ITSM system, the event management inadequacies and vision for the future. Lay a solid foundation for the ITSM future perfect. Key Words： ITIL, ITSM system, operation and maintenance model, event management, EASP 浙江大學(xué)碩士學(xué)位論文 目錄 I 目錄 摘要 .............................................................................................................................. ii Abstract ........................................................................................................................ iii 圖目錄 ........................................................................................................................ III 第 1 章 緒論 ..............................................................................................................1 課題背景 ............................................................................................................1 客觀背景 .....................................................................................................1 主觀背景 .....................................................................................................2 EASP 平臺(tái)介紹 ...........................................................................................3 實(shí)現(xiàn)目標(biāo) ............................................................................................................3 論文 結(jié)構(gòu) ............................................................................................................4 本章小結(jié) ............................................................................................................4 第 2 章 ITSM 標(biāo)準(zhǔn)與框架分析 ................................................................................5 ITIL的發(fā)展概述 ................................................................................................5 ITSM 概述 ..........................................................................................................8 ITSS 標(biāo)準(zhǔn)定義 ...................................................................................................9 框架現(xiàn)狀分析 .................................................................................................. 11 本章小結(jié) ..........................................................................................................12 第 3 章 ITSM 系統(tǒng)結(jié)構(gòu)分析與設(shè)計(jì) ......................................................................13 運(yùn)維模型的定義 ..............................................................................................13 ITSM 體系結(jié)構(gòu)分析 ........................................................................................14 ITSM 系統(tǒng)概要設(shè)計(jì) ........................................................................................16 本章小結(jié) ..........................................................................................................19 第 4 章 事件管理分析與設(shè)計(jì) ................................................................................20 事件管理需求定義 ..........................................................................................20 事件管理分析與設(shè)計(jì) ......................................................................................23 事件基礎(chǔ)數(shù)據(jù)定義 ...................................................................................23 事件記錄與初步支持 ...............................................................................26 事件處理與監(jiān)控 .......................................................................................29 工單管 理 ...................................................................................................31 本章小結(jié) ..........................................................................................................32 第 5 章 基于 EASP 事件管理的實(shí)現(xiàn) .....................................................................33 EASP 平臺(tái)配置 ................................................................................................33 事件錄入與支持的實(shí)現(xiàn) ..................................................................................35 事件處理與跟蹤的實(shí)現(xiàn) ..................................................................................38 工單管理的實(shí)現(xiàn) ..............................................................................................43 事件管理的實(shí)踐 ..............................................................................................46 浙江大學(xué)碩士學(xué)位論文 目錄 II 本章小結(jié) ..........................................................................................................48 第 6 章 總結(jié)和展望 ................................................................................................49 本文成果總結(jié) ..................................................................................................49 不足之處 ..........................................................................................................49 參考文獻(xiàn) ....................................................................................................................51 作者 簡(jiǎn)歷 .......