建構服務水準管理系統以支援IT服務管理

Abstract

隨著產業正逐漸由技術導向轉為服務導向，為了使資訊科技能協助商業流程，企業必須滿足商業流程運作時對於各種 IT 服務的使用需求，IT 服務管理便依據這樣的思維，跳脫傳統性的思考，視資訊科技為一種對其使用者的服務，並提出服務管理的概念，以服務導向的觀點管理企業的資訊科技，希望提供企業有品質的 IT 服務協助企業達成組織目標。 由於企業越來越依靠 IT 服務，任何可能會對 IT 服務或基礎架構造成負面影響的事件如何快速及有效的做出反應，已成為 IT 部門重要的思考方向。本研究結合服務水準協定及負載管理的概念，建構一套服務水準管理系統，即時展現主機系統的最新服務水準狀況，當任何一個服務項目違反服務水準協定時則主動通知管理者進行處理，於問題發生或擴大前即刻解決，達成主動服務的目標，提昇 IT 服務之品質與效率。在資料分析部份透過資料探勘的決策樹方法進行基礎架構效能的服務水準分析，做為負載能力細部調整的評估參考。本研究所實作之服務水準管理應用系統不僅可以節省問題處理時間，提高工作效率及服務品質，並可進一步減少公司因資訊服務中斷所造成之營運損失。

The evolution of enterprise services is gradually changing the need for Service-oriented management from Technology-oriented management. Instead of building business process according to IT demand, Service-oriented management offers a new way of regarding IT assets as service components to integrate service functions as well as organization benefits. The IT Service is well underway in the enterprise to react as a rapid pace solution when services and solutions getting problems. This study integrates the concepts of Service Level Agreement and Capacity Management to deploy a Service Level Management System. This system can directly inform system administrator if any event against service level produced, and then the problem will be resolved as soon as possible. Consequently, the efficiency and quality of IT Service can be improved. Moreover, the decision-tree method is employed to analyze the infrastructure performance and the mining result could be used to support capacity tuning. The proposed service level management system not only reduces the effort of troubleshooting but also provides a better job performance and service quality.