A CPS-based intelligence-awareness platform for IT service management

Abstract

In order to solve a series of problems about IT service management in Enterprise, such as lower efficiency and service quality, complexed business processes and communication patterns, huge static management data and dynamic control data, etc., an intelligence-awareness IT service management platform, which is based on the Cyber Physical System (CPS) for constructing smart Industry 4.0, is proposed to optimize the management and service process for IT resources in this paper. The whole IT resources of enterprise mainly include software, hardware and employee resources. How to aware and integrate all kinds of IT resources with intelligence method together for analyzing and providing better service is a big challenges, especially, the physical state-awareness about all hardware and network facilities, the business process-awareness about management software and business data, the knowledge-awareness and service among the employees in Enterprise. Based on these critical IT resources, a new smart ITSM platform is designed and programed, which is not only use CPS meta-model to build the state-awareness smart environment for IT service, but also integrate ITIL (Information Technology Infrastructure Library) meta-model as a standard management process to aware the change about the process and knowledge library. The application results show that the new CPS-Awareness ITSM platform promotes the efficiency and qualify of IT service and provides early-alarm in the management process of the whole life cycle of IT resources in enterprise.