Design and Implementation of a ServiceAce IT Service Desk System

QIN Hui1,3,HU Jianpeng2,DING Zhigang1,3

doi:10.3969/j.issn.1007130X.2010.

Computer Engineering & Science >

2010 , Vol. 32 >Issue 10: 161 - 164

DOI: https://doi.org/10.3969/j.issn.1007130X.2010.

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Design and Implementation of a ServiceAce IT Service Desk System

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(1.Shanghai Development Center of Computer Software Technology,Shanghai 201112;2.Computer Center,Shanghai University of Engineering Science,Shanghai 201620;3.Shanghai Engineering Technology Research Center of Embedded System Applications,Shanghai 201112,China)

Received date: 2009-09-13

Revised date: 2009-12-10

Online published: 2010-09-25

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Abstract

As an IT Service Management Software, which is based on ITIL, the Service ACE IT Service Desk System adopts the objectoriented asset management model and the configuration management database based on the tree data structure, streamlines the process of ITIL in accordance with the practicality, and also gives a clear definition of the IT service management indicators. Key technologies and the design process of the system are discussed in this paper. The effect of using the Service ACE system is also introduced.

Key words： IT service management;ITIL;system design;service desk

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QIN Hui1,3,HU Jianpeng2,DING Zhigang1,3 . Design and Implementation of a ServiceAce IT Service Desk System[J]. Computer Engineering & Science, 2010 , 32(10) : 161 -164 . DOI: 10.3969/j.issn.1007130X.2010.

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