为了及时应对企业日常IT运维管理过程中存在的工作强度大，效率低、沟通渠道单一且服务质量迫切需要优化等问题，烟草公司在ITIL (Information Technology Infrastructure Library)技术的基础上来建立了一个适应动态业务管理需求的智能信息运维服务一体化管理平台。该平台主要包括了对不同类型的事件管理、核心问题的管理、知识与资源管理、版本管理以及日志管理等多个功能，并通过ITIL模型将核心业务过程进行了组织与融合，为事件和问题的自动入库、跟踪、分析、处理以及预警等功能提供了完整的处理机制。应用结果表明，通过系统对IT资源的统一调度与共享，提高了IT运维工作的效率，并实现了IT资源全生命周期的运维管理规范化与共享化服务。
In order to deal with the problems such as high work intensity, low efficiency, single communication channel and urgent need to optimize service quality in the daily IT operation and maintenance management process of enterprises, we established an intelligent information operation and maintenance service platform based on ITIL (Information Technology Infrastructure Library) technology. The platform mainly includes incident management, problem management, knowledge and resource management, version management, log management and other critical functions, and the core business process of effective organization and integration through the ITIL model, which provides a complete mechanism for automatic storage, tracking, analysis, processing and early warning of events and problems. The application results show that the system can improve the efficiency of the system through the unified scheduling and resource sharing, and realize the standardization and sharing of the operation and management of the IT resource life cycle.
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