伴随着企业信息化程度的不断提高，IT 运维服务在企业的重要性 日益提升。为了保证企业的业务信息系统能够高效可靠地提供服务， 需要切实可行的运维方案与相应的运维管理系统来提升企业信息部 门的运维水平，规范运维流程，从而提高 IT 服务质量。 某保险集团绩效管理系统由东软集团开发，目前该系统在正常运 营的同时，也处于二次开发阶段，每一次功能的修改调整都可能带来 系统的波动与缺陷，对系统的运维管理带来了更大的挑战。因而，有 必要建立完善的运维机制以保障系统的服务水平。 为此，本文针对该绩效管理系统的运维需求，提出了相应的系统 运维方案，并完成相关运维管理系统的设计与实现。具体的工作内容 如下： 1）分析当前 IT 服务管理现状，介绍 ITIL 的概念与其在国内外 的实施情况。在此基础上，结合该绩效管理系统的功能特点、运行环 境、使用情况、运维现状，对运维方案的需求进行采集调研与分析， 整理得出如系统资产管理、运行日志管理、日常维护管理、服务台、 知识库、日志记录等相关功能需求。 2）在完成运维方案的需求分析后，对比不同的技术框架、数据 库技术、开发环境，选取合适的技术路线。其中，系统整体架构采用硕士研究生学位报告 某保险集团绩效管理系统运维方案设计与实现 II J2EE 主流开发框架 SSH（Struts2+Spring+Hibernate），使用 MySQL 作为后台数据库，并整合 OSWorkflow 工作流引擎管理业务流程。 3）基于上述的技术选型，对运维管理系统进行概要设计，完成 系统总体架构、功能结构、数据库及界面原型的设计工作，细化并完 成运维管理系统中各功能模块的详细设计，包含功能业务详述、运维 业务流程、OSWorkflow 工作流过程配置等工作。 4）在需求分析与运维管理系统设计方案的基础上，搭建系统开 发框架，编码实现运维管理系统各功能模块，最终完成功能页面的展 示与测试工作。 结合该运维方案的实际实施情况来看，本文很好地完成了上述工 作内容，成功实现了运维管理系统的各项功能指标，有效规范了运维 流程，提高了运维效率并促进了当前信息部门的运维水平。 关键字：绩效管理系统；IT 运维；SSH 框架；OSWorkflow；运维 管理；硕士研究生学位报告 某保险集团绩效管理系统运维方案设计与实现 III DESIGN AND IMPLEMENTATION OF OPERATIONAND MAINTENANCE PROGRAM FORAN INSURANCE GROUP PERFORMANCE MANAGEMENT SYSTEM ABSTRACT With the development of enterprise information construction, the IT operation and maintenance services of an enterprise is becoming more and more important. In order to ensure the company’s business information system able to provide efficient and reliable service, a practical program of operation and maintenance and a corresponding operation and maintenance management system is necessary to enhance the level of operation and maintenance in an information department, it also can help to regulate work processes and improve IT service quality. The performance management system mentioned in this paper, which is developed for an insurance group by the Neusoft Group, is a human resources management system. At present, while the system is in the normal operation, it is also in a second development stage at the same time, each modification or adjustment of the function may bring volatility and shortcomings of the business system, which gives a greater challenge to the operation and maintenance. Therefore, it is necessary to establish a sound operational mechanism in order to ensure the service quality of the system. This paper is based on the operation and maintenance practices of the performance management system, proposed a system program of the operation and maintenance, and completed the design and implementation of the relevant operation and maintenance management system, as follows is the main content of the work: 1. Analyzes the research status of IT service management, and introduced the concept of ITIL and its implementation at home and abroad. Combined with the features, running environment, usage and operational status of the performance management system, make the collection and analysis of the demand for the operation and maintenance program. And collate the relevant functional requirements such as硕士研究生学位报告 某保险集团绩效管理系统运维方案设计与实现 IV asset management, operation log management, routine maintenance and management, help desk, knowledge base, logging and so on. 2. After completing the operation and maintenance program needs analysis, we compare different technical frameworks, database technology and development environment, and finally select the appropriate technology roadmap. Among them, the overall system architecture is based on J2EE development framework SSH (Struts2 + spring + Hibernate), use MySQL as the backend database and integrated workflow engine OSWorkflow to manage business processes. 3. Based on the technology selection, make the system summary design and complete the overall system architecture, functional architecture, database and interface prototype design work. Further complete the detailed design of the functional modules of the operation and maintenance system, including detailed description of business functions, business processes of operation and maintenance, OSWorkflow workflow process configuration, etc. 4. On the basis of the needs analysis and system design, build system development framework, and realize the specific code development of each function module, finally complete the system functional testing and show the display interface. From the actual implementation of the operation and maintenance program, this paper finished the work content very well. It implemented the function index of the operation and maintenance management system successfully, effectively regulate the operation and maintenance processes, it also enhance the efficiency of operation and improve the current level of operation and maintenance of the information sector. Chen Bohan (Software Engineering) Supervised by Chen Dehua Key words:Performancemanagementsystem;ITOperations;SSH framework; OSWorkflow; Operation Management;硕士研究生学位报告 某保险集团绩效管理系统运维方案设计与实现 V 目录 第 1 章 绪论........................................................................................................................1 1.1 引言...........................................................................................................................1 1.2 国内外研究现状......................................................................................................2 1.3 报告工作内容..........................................................................................................3 1.4 报告组织结构..........................................................................................................4 第 2 章 相关技术概述.......................................................................................................5 2.1 SSH 框架...................................................................................................................5 2.2 MVC 设计模式.........................................................................................................7 2.3 MYSQL......................................................................................................................8 2.4 OSWORKFLOW 工作流引擎.....................................................................................8 2.5 本章小结...................................................................................................................9 第 3 章 系统需求分析.....................................................................................................10 3.1 项目背景................................................................................................................ 10 3.2 功能需求分析........................................................................................................11 3.2.1 系统资产管理.................................................................................................11 3.2.2 系统运行日志管理........................................................................................11 3.2.3 日常维护管理.................................................................................................12 3.2.4 系统缺陷管理.................................................................................................13 3.2.5 服务台.............................................