基于ITIL的高校IT服务管理模型

高校信息化实践过程中普遍存在着"重建设、轻应用、轻管理"的现象,已经严重影响了信息化的建设效果。解决此问题的关键途径是建立一套IT服务管理体系。本文结合ITIL理论和中国大学的实际情况得出了高校IT服务管理的组织模型、流程模型、技术模型。     

面向业务的IT服务管理系统的研究与实现

提出研发面向业务的IT服务管理系统——SAMP,通过对应用系统及其所依赖的IT基础架构的状态和行为进行监测与分析,实现对应用系统的可用、性能、安全、异常以及关键资源等指标的管理,帮助IT管理人员加快问题定位和故障处理,保障应用系统能够安全可靠地运行。SAMP核心技术包括用于事件关联分析的上下文关联分析引擎,用于提高指标采集效率的指标组和逻辑指标,以及采集调度机制和告警机制。SAMP已经在多个行业投入使用,取得良好的应用效果。     

软件过程风险评估方法研究

随着科技的突飞猛进,软件工程的不断革新,在软件开发的过程中,由于每项软件活动之间都存在着一定的风险,所以为了保证软件工程的健康平稳的发展,应该采用风险评估的研究方法对其进行监控,在软件生产的过程中,发生偏离最佳实践的风险就叫做软件过程的风险,本文通过根据建立在CMMI中的过程域的风险评估体系,并采用每个过程域的模糊综合评估,进而监控软件风险与质量,通过实例分析,进一步说明该风险评估的方法符合软件工程建模的要求。     

IT服务管理的知识支持结构研究*

通过信息技术基础设施库(ITIL)中的服务提供和服务支持进行对比来加深对ITIL理念的理解.然后结合某电子政务运维系统实施和软件过程改进知识管理经验的分析,探讨了信息技术服务管理(ITSM)的相关问题.最后提出了ITSM的知识支持结构.     

IT系统运维管理研究

基于ITIL服务支持管理流程的各个方面,对IT运维服务管理进行了探析,并在原有流程的基础上提出了从项目开发到最终运行全阶段的运维管理框架.该框架包括开发维护和运行维护两部分,开发阶段通过文档管理、项目动态、进度监控和知识管理将项目开发时的任务和解决方案进行记录,并控制开发进度;维护阶段按照事件管理、问题管理、配置管理和知识管理这样的流程监控系统的运行状况,快速及时地解决系统运行时的故障.IT系统通过服务台将自身的运维信息反馈到运维部门,方便了运维部门进行统一管理.     

ITIL中IT基础架构管理模型设计与实现

为保证企业IT基础架构的稳定可靠运行,结合ITIL理论中IT基础架构管理理念,设计了IT基础架构管理模型。在研究ITIL理论的基础上,为IT基础架构管理划分了三个层次,阐述层次划分的理由以及层次间的关系,最终形成完整的设计模型。在模型设计中,解释了传统的服务概念以及IT基础架构管理模型中使用到的服务的涵义,并且提出了在IT基础架构管理中包含的支撑和依赖关系模型。通过设计IT基础架构管理模型,可以有效的管理IT部门的基础设施,提高企业IT系统的稳定性。     

Development of a decision support system for service delivery

Most traditional service delivery models were developed to solve single objective problems. While the disaster recovery task usually needed the consideration of multiple objectives (e.g. the total waiting time, the total weighted time of travelling, the fairness of resource distribution). Therefore, the traditional models can't completely support the disaster recovery task. In the real world, the assignments of service delivery are always performed by the vehicle dispatchers or truck drivers based on their experiences. However, the intuitive assignment methods are lacking a mathematic basis. They may be efficient but not necessarily effective. In order to provide an efficient and effective decision support system, this study has focused on the general expression of performances for service delivery and modifies the traditional delivery models by rule-inference techniques. The objective of this paper is to describe how a decision support system has been developed to achieve the performance requirement in emergency service delivery tasks, while traditional routing algorithms are modified and software techniques are utilized under a PC-based environment. Furthermore, some directions for future improvement are proposed.     

技术成熟度评价方法应用现状及发展

为了推广技术成熟度评价方法和应用,文中介绍了技术成熟度相关概念以及制造成熟度、技术成熟困难度、航天产品成熟度,技术成熟度评价在国内外的应用情况,特别是在重大项目转阶段评审、审计署评价、企业科研管理等的应用,以基础科研重大项目立项技术成熟度评价工作为案例,剖析了项目技术成熟度评价的典型流程,对于进一步在我国推广技术成熟度评价方法的应用具有参考价值.     

Knowledge representation framework for interactive capture and management of reflection process in product concepts development

A design process can be characterized by reflection-in-action; that is, the process consists of a series of problem solving activities and each is embodied with a problem and a solution. In this process, a designer represents a hypothetical concept on each design alternative, deploys and verifies the concept from multiple viewpoints considering other alternatives, and modifies it. An advanced integrated design environment should be based on a representation framework that embodies this process of reflection in concept development, which usually remains in the realm of the designer’s tacit knowledge. This paper proposes a knowledge representation framework for an integrated design environment, named DRIFT (Design Representation Integration Framework of Three layers), which interactively captures and manages reflection processes of generating and verifying design concepts. The core of DRIFT is a three-layered design process model of actions, operations, and argumentation. This model integrates various design tools and captures performed design activities. The action level captures the sequence of design operations. The model operation level captures the transition of design states, recording a design snapshot over design tools, which are integrated through ontology-based representation of design concepts. The argumentation level captures the process of defining problems and corresponding alternative solutions. Integration of three levels with a template of design operation extracted from Design-For-X approaches enables a proposed system to interactively and efficiently capture and manage the process of design concept development through operations over design tools. A design operation template works to limit the number of links between the three levels remaining easy to manage its semantics. This paper also demonstrates a prototype implementation of DRIFT and its application to conceptual design of a small mechatronic system with a system modeling method. The paper concludes with a discussion of some future issues.     

基于C/S的分布式DSS模型库管理后台服务算法

模型库管理是决策支持系统的核心,其基本功能包括模型的定义、组合和调用。通过采用统一建模语言,设计并提出了一个支持客户／服务器模型的模型管理系统的后台服务监控程序,并详细说明了实现模型的链接和运行以及监控程序的算法,给出了该监控过程的VB实现源代码。     

Transitioning to a business rule management service model: Case studies from the property and casualty insurance industry

As the volume, sources and types of business rules continue to grow, so do the needs of organizations to accurately, consistently and effectively manage rules. Increasingly, firms seek business rules management systems (BRMS) for assistance. Although studies have examined BRMS technical considerations, few have examined management considerations of deploying and managing BRMS projects. This study addresses this gap through examination and comparative analysis of BRMS deployments. Qualitative case study methods are employed and findings suggest a common deployment methodology and emergence of tightly structured services model. Participant's adoption drivers, consequences of deployment, IT alignment and transitions to IT service-orientations are provided.     

Evolution of a maturity model – critical evaluation and lessons learned

A system documentation process maturity model and assessment procedure were developed and used to assess 78 projects at 28 different companies over a five year period. During this time the original version evolved into second and third versions based on feedback from industry and the experience gained from the assessments. The changes to the model, maturity levels, key practices, scoring scheme and assessment report, and the reasons behind these changes are analyzed in this paper. The biggest lesson learned is that the key practices' degree of satisfaction and not the maturity levels drive the assessment and provide the key information needed for process improvement.     

基于粗糙集与AHP理论的IT项目风险群决策

针对IT项目的风险管理与群决策过程中存在大量不确定、不完全信息等特征,在传统决策方法的基础上,将粗糙集方法与AHP理论相结合,提出了粗集IT项目风险群决策的基本步骤,并借助粗糙集的原理与方法,通过实例分析探讨了IT项目风险群决策中关于知识表达、属性约简、规则挖掘、方案排序等方法,尤其是引入属性动态权重、专家主观权重、客观权重的概念与计算方法,进而对整个决策排序算法进行了改进。     

Knowledge management adoption and assessment for SMEs by a novel MCDM approach

This paper aims to clarify the misunderstanding of high expenditure on knowledge management systems adoption, and provides a novel approach for the most emergent knowledge management components to catch up to the pace of their rivals for the late adopters of knowledge management systems. This paper adopts MCDM (Multiple Criteria Decision Making) approaches to solve this KM adoption problem, and ranks the gaps of the KM aspects in control items to achieve the aspired level of performance. The findings demonstrate that the knowledge management gaps within the service industry are higher than the gaps within the IC (Integrated Circuit) and banking industries. After normalization and computation, the knowledge management gap of the service industry is 0.4399(1), the knowledge management gap of the IC (Integrated Circuit) industry is 0.3651(2), and the knowledge management gap of the banking industry is 0.2820(3). The findings also show that the criteria for weighting in different industry sectors are quite different; and the adoption strategies for different industry sectors should be considered separately according to the SME industry sectors.     

网络安全综合评价方法的研究及应用

网络安全是一复杂的系统工程,为了对网络安全进行综合评价,采用管理理论中较为成熟的德尔菲法,对影响网络安全的各种因素及目前常用的安全防范措施进行了深入研究,确立了网络安全综合评价指标体系,建立了层次分析法安全评价模型.在理论研究基础上设计并初步实现了网络安全综合评价支持系统软件.研究结果表明,这一模型能有效地对网络安全等级进行综合评价.     

On the limitations of software process assessment and the recognition of a required re-orientation for global process improvement

Through the years many techniques and tools have been tried and failed to deliver substantial global improvements to the software evolution process. The flavour of the early 1990s has been: attempted improvement using software process assessment methods such as CMM, BOOTSTRAP, etc. This paper represents a considerable and coherent critique of software process assessment as a process improvement driver, focusing on the concerns and perceived shortcomings present. A call is made to re-direct attention and resources towards understanding the true nature of software evolution and the software evolution process towards an adequate theory and practice for process improvement, all in order to save us from the computer. The important, possibly crucial role of feedback at many levels of the organizations that follow the processes that implement software development and maintenance is discussed. Utilizing some empirical findings in relation to software system evolution, it is suggested that the ignoring of feedback may be a major reason why the software process is so difficult to improve. It is argued that the clarification of such an important issue will help to achieve a significant step forward in process improvement, and through its exploitation, lead to significant improvements in quality, satisfaction and performance as well as more relevant education and training on process improvement.     

Development and evaluation of a lightweight root cause analysis method (ARCA method) - Field studies at four software companies

Context

The key for effective problem prevention is detecting the causes of a problem that has occurred. Root cause analysis (RCA) is a structured investigation of the problem to identify which underlying causes need to be fixed. The RCA method consists of three steps: target problem detection, root cause detection, and corrective action innovation. Its results can help with process improvement.

Objective

This paper presents a lightweight RCA method, named the ARCA method, and its empirical evaluation. In the ARCA method, the target problem detection is based on a focus group meeting. This is in contrast to prior RCA methods, where the target problem detection is based on problem sampling, requiring heavy startup investments.

Method

The ARCA method was created with the framework of design science. We evaluated it through field studies at four medium-sized software companies using interviews and query forms to collect feedback from the case attendees. A total of five key representatives of the companies were interviewed, and 30 case participants answered the query forms. The output of the ARCA method was also evaluated by the case attendees, i.e., a total 757 target problem causes and 124 related corrective actions.

Results

The case attendees considered the ARCA method useful and easy to use, which indicates that it is beneficial for process improvement and problem prevention. In each case, 24-77 target problem root causes were processed and 13-40 corrective actions were developed. The effort of applying the method was 89 man-hours, on average.

Conclusion

The ARCA method required an acceptable level of effort and resulted in numerous high-quality corrective actions. In contrast to the current company practices, the method is an efficient method to detect new process improvement opportunities and develop new process improvement ideas. Additionally, it is easy to use.     

分布式业务网管中安全服务框架的设计与实现

在分布式架构的业务网络管理系统中,保证业务数据在分布式节点间高效、实时和安全传输是系统可靠运行的关键问题之一.针对分布式业务网管对安全服务的具体需求,在分析传统网络管理系统安全解决方案的基础上,综合运用了XML签名与XML加密等多种安全技术,设计并实现了一种安全服务框架.提出了该框架的体系架构,详细介绍了框架的层次结构、功能模块和处理流程,并对框架中的关键模块,给出了详细的解决方案和基于Java技术的实现示例.     

Ontological map of service oriented architecture for shared services management

Service oriented architecture (SOA) and shared services (SS) have been widely studied in the information technology literature. However, there is a lack of tools for shared services management (SSM) to apply SOA. This paper proposes an ontological map for SSM to apply SOA. This mapping approach, based on the well-known Zachman framework of information architecture, specifies the ontological perspective of SOA for SSM. The ontological map semantically links all aspects of SOA for SSM. Through a case study, a design artifact of computerized ontological map of SOA demonstrates the usability of the artifact for SSM.     

模型库管理系统的设计和实现*

模型库管理系统是决策支持系统的核心，其基本功能包括模型的定义、组合、存储和调用.该文介绍一个支持客户/服务器模式的模型库管理系统的设计和实现，在这个系统中，模型被视为程序模块，通过运用面向对象的方法进行组织以及对模型的远程和动态的透明调用提供支持，使实现的系统具有良好的动态可扩充性.同时,通过提供模型定义语言和模型库管理，便于决策支持系统客户软件的开发.