Study and Application of IT Service Management Information Model

With the continuous integration of the IT(information technology) and business, and the improvement of the software architecture, there was an urgent requirement for management for IT services and the resources which realize and support the IT services, in order to meet the needs of enterprise operations to ensure business in an orderly manner. As actual enterprise IT service management may involve the management of topology, fault diagnosis, fault impact analysis and many other aspects, a reasonable Information Model has become a prerequisite for these IT managements. Thus, the appropriate information model played an important role in IT service management. This paper mainly focus on how to establish an information model for IT service management by analyzing the IT service /resources and the relationships among the entities.By analyzing and comparing existing modeling methods, an improved IT service modeling method was proposed based on TMF SID according to the specialty of IT service management. The purpose of this method is to guide service and resource modeling, to ensure the conformance between management properties and relationship of managed entities, and the stability and extensibility of resource data. Considering the practical requirements of IT service management system, something uncertain in SID were supplemented and defined to achieve better operability. Based on this modeling mothod, an IT service management information meta-model was given in the following steps: first, analyzing the management requirement and scope; secondly, defining the main managed object classes in an enterprise IT service system according to the management requirement; finally analyzing the relationships among the managed objects. The model can be carried out in accordance with the evolution of the specific environment in order to conform to the current business operating model.Based on the obtained meta-model, two experiments were carried out afterwards -one was the management system of sms monitoring system and the other was the Internet Service Fault impact analysis experiment -which showed how the meta-model can be used in a specific circumstances and in the end a conclusion was drawn that the model can be effectively used in the IT service management.