ITIL 事件管理自動化研究

Abstract

資訊科技基礎架構庫(Information Technology Infrastruceure Library, ITIL)是提供高品質IT服務的指引，其中包含事件管理(Incident Management)流程模組的指引。事件管理的目標是盡快解決事件，且讓IT服務回復到正常狀態的操作環境，確保最佳等級的服務品質。ITIL中只提出各模組的流程、步驟、方針以及要點的指引，並未提供任何工具或軟體的協助，也未探討如何進一步利用自動化方式，來達成實務上減輕人力負擔的目標。本研究提出一套ITIL事件管理平台，在符合ITIL事件管理所需的流程與步驟下，探討將事件偵測、事件分類與事件檢索等事件管理所需的步驟自動化，並使用Perl、事件關聯器軟體Simple Event Correlator (SEC)與資訊檢索等技術，來達成事件管理流程自動化的處理運作，讓第一線服務台人員可利用此實作平台快速進行事件管理流程，縮短IT服務的平均復原時間 (Mean Time to Repair, MTTR) 的時間，提高IT服務的品質。本研究並利用訪談進行本研究實作系統評估，經由先取得訪談人員現行事件管理處理流程，再展示本研究的實作系統，收集目前任職於企業IT管理部門人員的意見，瞭解本實作系統對於其任職企業的助益。從訪談人員回覆的內容中，可確認本研究對於訪談人員企業內的事件管理，有著相當大的幫助。

ITIL (Information Technology Infrastructure Library) is a set of guidelines for ensuring high-quality IT services, which includes the incident management module. The primary goal of incident management is to, when abnormal situations occur, restore normal statuses of business operations as quickly as possible and minimize the adverse impact on business operations, thus ensuring the maintenance of the best possible quality and availability of levels of service within the limits of the service level agreement. ITIL only points out the guidelines for the processes, steps, principles and elements of the modules, and it does not provide any tools or software; furthermore, it does not probe into the use of automated approaches to achieve the ITIL’s goal with minimum human burden. In view of this, this study proposes a plafform for incident management; this plaftform is in accordance with the ITIL incident management’s process and procedures. This platform auomates the process of incident detection, incident classification, and incident retrieval. This platform uses Perl, Simple Event Correlator (SEC) and information retrieval techniques to achieve the automated process of incident management. This platform speeds up the handling of abnormal situations for the operators of the first line; thus, the mean time to repair (MTTR) can be reduced and the IT services quality can be improved. Finally, this study interviews serveral IT management personnels to discuss the benefits of the platform.