基于ITIL标准的移动变更与配置管理系统研究与实现

ITIL-Compliant Mobility Change and Configuration Management in BlueStar

With the rapid growth of powerful mobile devices, to improve the speed and quality of customer service, mobilizing their workforce became more and more important to many companies. Consequently, all kinds of enterprise applications, policies and data access are enabled through mobile platforms. However, how to manage such various mobile types and mobile applications and to integrate them with existing enterprise IT infrastructure becomes a great challenge. In this paper, we propose a novel approach to manage the enterprise mobiles through IT service management by using standard ITIL processes. Motivated by real cases of insurance industry mobile solution, firstly, a system architecture named BlueStar is designed which integrated ITIL-compliant mobile management and enterprise IT service management into a uniform platform. Secondly, typical ITIL processes and best practices: Change and configuration workflow are introduced for mobility management. Thirdly, the BlueStar system included device management component is implemented and evaluated by the motivating cases.