摘要： 分析IT服务管理在企业中的运作模式及在协同运作模式下的应用场景，在此基础上提出基于工作单管理流程和配置管理委托机制的分布协作方案，设计并实现一个支持分布协作的IT服务管理工具。协作方案和工具已运用于试点企业，运行结果表明，该方案能够有效地实现IT服务管理的分布协作。

关键词: IT服务管理, 分布协作, 工作单管理, 委托机制

Abstract: This paper analyzes operation modes of enterprise IT Service Management(ITSM) and discusses the collaboration scenario for ITSM. On the basis of this, this paper proposes an innovative scheme which comprehends a methodology and a tool to support collaboration in IT service management based on the worksheet management process and delegation mechanism in configuration management. Three enterprises are chosen for pilot run, result shows that the scheme can provide a good support for distributed collaboration in ITSM.

Key words: IT Service Management(ITSM), distributed collaboration, worksheet management, delegation mechanism

中图分类号: 

• TP391