伴随着神华宁夏煤业集团的快速发展，信息化建设在企业发展进程中的作用日益凸显。越来越多的企业业务实现了电子化运转，企业信息技术中心在系统维护、IT服务方面的任务越来越重。在信息化维护过程中经常出现用户反映故障维修不及时、申报故障方式单一、维修效率低、没有反馈机制等问题。这一系列问题不仅给用户的日常工作造成一定不便，同时给维修人员的工作也造成了极大困扰。因此，结合当今移动互联网的快速发展及流程化的管控模式，设计并实现一套完整的IT服务管理系统对企业信息化发展意义重大。 本课题基于现代IT治理标准ITIL V3和ISO20000, 引入IT服务管理（ITSM）的概念，设计了IT服务管理应用系统，在此基础上，利用Android操作系统的开放性开发了用户端软件。管理端IT服务管理系统采用Java web开发平台，用户端主要基于Android开发平台。系统采用MySQL数据库将所有数据都存储在服务器中。管理端与用户端使用Web service接口技术进行通信。整套系统实现了故障维修过程中用户、信息中心、维护人员三方的数据交换。使用户通过移动智能终端能够随时随地申报故障、查询维修情况，解决了电话申报故障的单一性及维护进度的不可查询等问题。用户、信息中心、维护人员三方衔接的更加流畅，维修过程可控性更强，大大提高了维修效率和服务质量。 通过测试验证了IT服务管理系统及Android用户终端软件可以满足课题的基本要求，且系统性能稳定，能够进行推广应用。

The function of Information construction is outstanding in the rapid development of our industries.More and more large-scale enterprises began to set up exclusive information construction and maintenance center.Yet many questions emerged during the information maintenance process, such as lack of in-time settlement of trouble, the single way of fault declaration, low maintenance efficiency, and the short of feedback system, which brought not only troubles to the users , but also inconvenience to the maintenance workers.Therefore, it is very important for the enterprises’ informatization to design an thorough IT maintenance regulation system by the reference of rapid Internet development and the process of control mode. The IT service management system is designed in this topic based on Modern IT governance standards ITIL V3 and ISO20000 as well as the concepts of ITSM, under which the user terminal software is designed with the opening of Android system.IT service management system using Java web development platform and client side is based on the Android development platform.The system using the MySQL database will store all data in the server. Management side communicate with client side by using a Web service interface technology. The data exchange among the user , information center, and maintenance workers can be achieved in the process of breakdown maintenance. Users can declare failure at any time and through not only phone and querying maintenance progress become possible. The connection among user, information center and maintenance personnel is more fluent. The maintenance process is controllable now and greatly improves the maintenance efficiency and service quality. The IT service management system and Android user terminal software turn out to be satisfying the basic requirement of the subject, and the system performance is stable and can be popularized.