CN104735102A - Customer relation management system based on cloud platform and cloud computing - Google Patents

Abstract

The invention provides a customer relation management system based on a cloud platform and cloud computing. The customer relation management system based on the cloud platform and cloud computing comprises a basic cloud platform layer, a data layer, an application platform layer, an application system layer, a user access layer and a uniform safety/management monitoring platform, and multiple types of customization development or customization methods are provided to meet similar specific requirements and mainly comprise customization of business opportunities, customization of customers, customization of linkmen, customization of activities, customization of interface scripts and the like. The problem of how to efficiently and reliably run a CRM on a private cloud platform is mainly inspected in the process, the CRM provides a mobile service through the private cloud, and building of the CRM platform based on cloud computing not only has high theoretical significance but also has practical significance. A customer relation management service platform which is low in cost, high in practicability and reliability and expanded as needed is provided for large and medium enterprises, assists enterprises in standardizing and improving internal management, and has broad market popularization prospects.

Description

A kind of CRM system based on cloud platform and cloud computing

Technical field

The present invention relates to cloud computing system, particularly relate to a kind of CRM system based on cloud platform and cloud computing.

Background technology

Along with the appearance of the high speed development of information technology, particularly cloud computing technology, for crm system provides higher performance space, and become important development trend.After cloud computing occurs, for Customer Relation Management (CRM) provides more wide development platform, how better business model.Cloud computing CRM maybe will replace traditional C RM, become industry main flow or will realize very soon, and become the development trend of main flow.

Typical based under the CRM working platform pattern of cloud computing technology, the enterprise of crm system is used no longer to need to carry out loaded down with trivial details client configuration and operation, the configuration of care high in the clouds software and hardware resources, management, maintenance is not needed even to upgrade yet, only need the internet browser by standard or SOA framework client, just can log in CRM cloud computing platform.CRM cloud portal user easily and efficiently after flow custom will can provide current project progress form, software and hardware resources service condition at any time automatically; The mechanism leader of CRM cloud computing platform operator no longer needs to worry that software and hardware drops into reason shortage and proves data, also without the need to common platform and computer center are considered as eternal " cost centre ", the managing portal customized can illustrate the value place of computer center by full and accurate data, intuitively chart, and can the investment demand of detailed forecasts later stage software and hardware resources and short slab.Cloud computing technology provide not only technical innovation for crm system, more provides the innovation in business model.Crm system is deployed in the advantage major embodiment of cloud platform in the following areas:

High availability: based on the Intel Virtualization Technology emphasized very much in current Constructing data center process, be about to adopt relevant Intel Virtualization Technology to be effectively separated with computational resource by physical equipment, maximum using infrastructure resources also improves the high availability of service application, apply and concentrate the mode of disposing to build by taking, physical server is concentrated and is stored, and needs to utilize Intel Virtualization Technology to improve the utilization ratio of server.The support of the IT infrastructure of different computing capability can be obtained based on the CRM platform of cloud computing by the high availability of cloud platform at any time, guarantee the stability of business.

Scale is scalable: the scale of cloud platform has extremely strong retractility.In cloud computing platform, allow real-time " being reached the standard grade " or " rolling off the production line " by some specific computing node of user, meet the elastic demand calculated; In increase or when deleting cloud hardware size, the CRM platform based on cloud computing also provides easily " increase " and operates with " deletion ", and visualized operation enormously simplify traditional HPCC way to manage.

Stability: the construction of cloud platform will fully ensure application stable operation, and simultaneously by virtual, the related art scheme of the cloud computings such as automation, for service application provides more efficient continuity and high availability guarantee.

High reliability: the measures such as cloud computing platform is fault-tolerant by data trnascription, Controlling vertex redundancy ensure the high reliability that CRM serves, uses the CRM platform based on cloud computing more reliable than using local computer.

On-demand service: cloud computing platform is a huge hardware, software application resource pool, CRM enterprise customer can subscribed services as required.Can show current task queue and historic task statistics intuitively based on cloud computing CRM platform, reflection soft and hardware resource utilization, analyzes current soft X ray short slab and defect, help enterprise make rational planning for software and hardware input with safeguard [.

High performance-price ratio: cloud computing platform is conventional cluster, compile the upgrading direction of transcoding cluster, can effectively Controlling vertex unit price and management maintenance cost under the prerequisite ensureing calculated performance, meanwhile, compatible CRM application software, versatility improves the high performance-price ratio advantage of the CRM platform based on cloud computing greatly.

Sharing: enterprise's major part uses multiple business management software, as ERP management system, contract management platform, reimbursement management system, the more difficult realization of traditional mode and heterogeneous system integrated.It is integrated that cloud computing platform itself then can be very easy to realize between heterogeneous system, realizes seamless data contact transmission.SaaS software is the trend of Future Software simultaneously, and cloud computing is integrated for increasing SaaS software in future and provided an extraordinary platform.

Perspective: cloud computing constantly can provide new service or the existing service of regularly upgrading to client.This be traditional C RM with technology humanized business, but often due to cost, can cause technology do not catch up with business change thus limit enterprise development.What cloud computing technology provided the business model of top-down nano-fabrication by chance can make up the weak tendency of traditional C RM, keeps the continuity of platform construction, stability simultaneously, reduces construction cost again.

In sum, for the demand of cloud computing, special need a kind of CRM system based on cloud platform and cloud computing, to reach better result of use.

Summary of the invention

The object of this invention is to provide a kind of CRM system based on cloud platform and cloud computing, the platform of the CRM service that can expand as required, help corporate specification and promote internal control, finally realizing Rapid Development of Enterprise.

The technical scheme that the present invention adopts for its technical problem of solution is,

Based on a CRM system for cloud platform and cloud computing, this system includes basic cloud podium level, data Layer, application platform layer, application system level, user's access layer, unified security/management and monitoring platform;

Described basic cloud podium level, on the basis of basic software and hardware and network, by cloud computing technology, is built into unified High Availabitity, extendible cloud platform, provides the services such as underlying Operating System deployment for upper layer application;

On the basis of the service such as the operating system that described data Layer provides at basic cloud platform, the databases such as installation and deployment SQL Server, Oracle, for storing the data of each operation system;

Described application platform layer mainly provides the common base middleware application such as middleware, exchanges data, workflow engine, for application system level provides service;

Described application system level mainly carries various embody rule, comprise newly-built virtual machine that cloud platform management system provides, managing virtual machines, the management of virtual machine template and other application, as customer account management, MSSP, contract management, the management of product etc. that CRM provides;

Described user's access layer primary responsibility provides service, the access etc. of leading subscriber for end user;

The safety of the overall cloud ecosystem of described unified security/management and monitoring platform primary responsibility, the running status etc. of monitoring host, virtual machine and internal applications;

Native system have employed the Web Services interface of standard, therefore cloud platform management system can have employed ASP.NET and Silverlight two kinds of implementations, include service selecting module, account information administration module, from service operations module, from service monitoring module, administrator module.

Further, described basic cloud podium level adopts hosts server pond framework to build virtual resource pond, hosts server pond framework comprises the Windows Server 2008 R2 cluster of multiple node, use shared memory systems, as fibre channel sans (SAN) and storage array, each node of cluster runs Windows Server 2008 R2 including Hyper-V, single cluster supports at most 16 nodes, each active node all can run virtual desktop, if an one malfunctions or carry out calculated off-line maintenance, namely start to start cluster fault-tolerant, virtual desktop can resume operation on remaining node,

Hosts server pond framework is that virtual desktop system provides higher availability, and the more good utilisation to hardware, hosts server is 12, be divided into 4 set of clusters, once a certain online home server breaks down or needs to carry out regular maintenance, virtual machine then on this server will move in other hosts server, is below the design information of 4 set of clusters:

Virtualization system management platform is trooped: totally 2 hosts server composition set of clusters;

Desktop virtual is trooped: totally 2 hosts server composition set of clusters;

Server virtualization is trooped: the hosts server set of clusters creating two 4 nodes;

The core component in virtual resource pond is Windows Server 2008 R2 Hyper-V, can make full use of hardware virtualized nature and reduce virtual in software simulation process, very large raising and optimize the performance of performance especially in IO of virtual server, in the product system construction package of Hyper-V, father's subregion is responsible for Resource Distribution and Schedule, and I/O (I/O) access between client computer and physical hardware, support that the virtual instance operating system of Windows Hypervisor or " heuristic " virtual instance operating system utilize VMBus to realize more high performance I/O, do not support that the virtual instance operating system of Hypervisor then uses the equipment of simulation, equipment simulating can be one group of virtual instance operating system widest in area and provides support, but performance can be affected.

Further, in described service selecting module, user can select different service packages according to the demand of practical business, such as computational resource can be selected according to operating system, processor ability and memory size etc., if the default service not comprising user's needs in service package, user also oneself can customize oneself computational resource by cloud platform management system;

User can according to the actual requirements, and according to flexible customization business demands such as required computing capability, storage size and system platform types, submit the order order meeting this standard to, system according to order requirements, will open corresponding virtual machine, use for user.

Further, described account information administration module can be seen and oneself applied for successful resource after user logs in cloud platform management system, comprises in the accounts information of user:

Account describes: i.e. some information of user self and the relevant information of account creation;

Server resource information: be the server info guide look that user has here, and the health status residing for server can be seen intuitively;

Application information: the information being the application program that user installs on oneself server here, also can see the health status of application program here intuitively;

Resource statistics information: namely user has a synthesis information of resource;

System alarm information: be that of ALM information gathers here.

Further, described from service operations module be the core content that user uses cloud platform service, mainly being operated by browser from service operations of cloud platform management system, user can operate oneself computational resource very easily by the control button on the page, the startup of such as server, stop, suspend, the operations such as replacement and snapshot, in addition, user open-and-shutly can see the service condition of selected resource, such as CPU, the service condition of internal memory and disk, the rental period situation of resource, user also can click the rental period that " renewal " operation extends resource, and start order flow process etc., except being manipulated except computational resource by the button on the page, user can also by clicking " being connected to server " link, start long-range being connected on selected server and directly use corresponding server resource by desktop and order line control desk, on cloud platform management system, user can be autonomous installing operating system and application program, and can select to manage main frame from service platform and various remote management tool and control according to personal habits, such as open or close virtual machine, delete virtual machine etc.

Further, describedly include from service monitoring module the running status monitoring virtualized environment, the entirety of virtual architecture environment monitors, customization monitors view, customization distributed application program dynamic surveillance virtualized environment, Application Monitoring, system cloud gray model safeguard form;

Monitor that the running status of virtualized environment can show the current operating conditions of virtual machine and relevant essential information: virtual machine current thumbnail figure, the CPU present load running virtual machine and trend, and can show in the mode of statistical graph and data: the service condition statistics etc. of the ruuning situation statistics of host, the ruuning situation statistics of virtual machine, Job execution situation statistics, base resource;

The entirety of virtual architecture environment monitors can be unified to unify to monitor to the application in the physical machine in virtual architecture environment, virtual machine host, virtual machine, virtual machine and other equipment; Application oriented supervision can be provided, for specific application and system, relevant data be carried out tissue and gather; Gathering and processing of bottom health data can be utilized, the general health of reflection application system or assembly; Can operation conditions explorer quick positioning question be passed through, realize failture evacuation fast;

Customization monitors that view can adjust the displaying contents of existing supervision view and change to show required information, can create as required and self-defined following supervision view: the multiple supervision views such as alert views, event view, Status view, performance views;

Corresponding assembly can add in supervision according to the logical relation of application system by customization distributed application program dynamic surveillance virtualized environment, automatically can provide based on the state of Distributed Application, alarm and pictorial view, get information about the running status of application associated component;

Application Monitoring is that a very large feature of cloud platform management system is to provide and monitors end to end, and platform can provide the application program to being deployed in platform to monitor;

System cloud gray model safeguards that form can be form to all kinds of current of whole monitored environment and historical information dynamic congregate, present, these forms nearly tens of kinds, and can multiple output format be supported, can to the host utilance in virtualized environment, host utilizes growth rate to provide form, statistic property form can be carried out to the ruuning situation of virtual machine and utilization rate, and on cost Classifying Sum is carried out at center, automatically the performance data of physical server in current environment can be collected, and by form list these can carry out virtualized candidate server and relevant performance state statistics.

Further, described administrator module is the management of cloud platform management system primary responsibility user, the distribution of authority and the operation such as the establishment of virtual machine template and deletion.

The invention has the advantages that, the invention provides the method for multiple customized development or customization, for meeting similar particular demands, mainly comprise the customization etc. of the customization of business opportunity, the customization of client, the customization of contact person, movable customization and interface script, how paper examines makes the CRM problem that high efficient and reliable is run on the platform of privately owned cloud in this course, and make CRM provide Information Mobile Service by privately owned cloud, based on the structure of the CRM platform of cloud computing, not only there is high theory significance, also there is realistic meaning.The platform of CRM service that it provides low cost, high availability, high reliability for large and medium-sized enterprise, expand as required, help corporate specification and promote internal control, finally realizing Rapid Development of Enterprise, novel in design, be a good design, have very much marketing prospect.

Accompanying drawing explanation

The present invention is described in detail below in conjunction with the drawings and specific embodiments:

Fig. 1 is that the present invention proposes configuration diagram;

Fig. 2 is hosts server pond of the present invention configuration diagram;

Wherein: system centre (System Center)

Operating system management (Operations manager)

System centre (System Center)

Configuration management (configuration manager)

System virtualization administrative center (system center virtual)

Host Administration (machine manager)

Centring system data (system center data)

Protection center (protection manager)

Sql serves 2008 versions (sql server2008)

Fig. 3 is Hpyer-V host configuration diagram of the present invention;

Fig. 4 is host high availability schematic diagram of the present invention;

Fig. 5 is that virtual machine of the present invention opens sequential chart;

Fig. 6 is that user of the present invention registers sequential chart;

Fig. 7 is On/Off virtual machine sequential chart of the present invention;

Fig. 8 is that the present invention deletes virtual machine sequential chart;

Fig. 9 is the establishment sequential chart of virtual machine template of the present invention;

Figure 10 is the deletion sequential chart of virtual machine template of the present invention;

Embodiment

The technological means realized to make the present invention, creation characteristic, reaching object and effect is easy to understand, below in conjunction with diagram and specific embodiment, setting forth the present invention further.

As shown in Figure 1, Figure 2, Figure 3, Figure 4, a kind of CRM system based on cloud platform and cloud computing that the present invention proposes, this system includes basic cloud podium level, data Layer, application platform layer, application system level, user's access layer, unified security/management and monitoring platform;

Described basic cloud podium level, on the basis of basic software and hardware and network, by cloud computing technology, is built into unified High Availabitity, extendible cloud platform, provides the services such as underlying Operating System deployment for upper layer application;

On the basis of the service such as the operating system that described data Layer provides at basic cloud platform, the databases such as installation and deployment SQL Server, Oracle, for storing the data of each operation system;

Described application platform layer mainly provides the common base middleware application such as middleware, exchanges data, workflow engine, for application system level provides service;

Described application system level mainly carries various embody rule, comprise newly-built virtual machine that cloud platform management system provides, managing virtual machines, the management of virtual machine template and other application, as customer account management, MSSP, contract management, the management of product etc. that CRM provides;

Described user's access layer primary responsibility provides service, the access etc. of leading subscriber for end user;

The safety of the overall cloud ecosystem of described unified security/management and monitoring platform primary responsibility, the running status etc. of monitoring host, virtual machine and internal applications;

Native system have employed the Web Services interface of standard, therefore cloud platform management system can have employed ASP.NET and Silverlight two kinds of implementations, include service selecting module, account information administration module, from service operations module, from service monitoring module, administrator module.

Basis cloud podium level adopts hosts server pond framework to build virtual resource pond, hosts server pond framework comprises the Windows Server 2008 R2 cluster of multiple node, use shared memory systems, as fibre channel sans (SAN) and storage array, each node of cluster runs Windows Server 2008 R2 including Hyper-V, single cluster supports at most 16 nodes, each active node all can run virtual desktop, if an one malfunctions or carry out calculated off-line maintenance, namely start to start cluster fault-tolerant, virtual desktop can resume operation on remaining node,

Hosts server pond framework is that virtual desktop system provides higher availability, and the more good utilisation to hardware, hosts server is 12, be divided into 4 set of clusters, once a certain online home server breaks down or needs to carry out regular maintenance, virtual machine then on this server will move in other hosts server, is below the design information of 4 set of clusters:

Virtualization system management platform is trooped: totally 2 hosts server composition set of clusters;

Desktop virtual is trooped: totally 2 hosts server composition set of clusters;

Server virtualization is trooped: the hosts server set of clusters creating two 4 nodes;

The core component in virtual resource pond is Windows Server 2008 R2 Hyper-V, can make full use of hardware virtualized nature and reduce virtual in software simulation process, very large raising and optimize the performance of performance especially in IO of virtual server, in the product system construction package of Hyper-V, father's subregion is responsible for Resource Distribution and Schedule, and I/O (I/O) access between client computer and physical hardware, support that the virtual instance operating system of Windows Hypervisor or " heuristic " virtual instance operating system utilize VMBus to realize more high performance I/O, do not support that the virtual instance operating system of Hypervisor then uses the equipment of simulation, equipment simulating can be one group of virtual instance operating system widest in area and provides support, but performance can be affected.

Virtual machine management program is the software layer of simplifying very much, and it takes full advantage of the Intel Virtualization Technology that Windows Server driver is supported and hardware is auxiliary.The minimum code library not comprising third party code or driver can help to create safer, more strong virtualization solution platform,

Hyper-V home server builds a virtual resource pond by the cluster service be built on Windows Server 2008 R2, is different from the Hyper-V home server of separate unit, and Hyper-V home server is trooped and can be realized:

The resource of multiple stage home server can be integrated, can according to home server resource utilization reasonable distribution virtual machine;

Good autgmentability, if the home server of original quantity exists performance bottleneck, computational resource can not meet the demands, and can add new home server very easily in set of clusters, thus the support quantity of EVM(extended virtual machine);

Effectively can improve the high availability of virtual machine, in set of clusters, a certain home server breaks down or needs to carry out periodic operation maintenance, and the virtual machine operated in this home server understands smooth migration in other home server of trooping interior.

According to the different requirements of operation system to performance, in this project, be provided with the virtual machine hardware configuration of three class, if there is particular/special requirement, can changing as the case may be.

Table 1 virtual machine hardware configures

	CPU check figure	Internal memory	Hard disk
				Height is joined	4	4G	200G
In join	2	2G	120G
				Lowly to join	1	1G	50G

In addition, 40 empty machines of desktop virtual, join in respectively having 20 to need respectively and lowly to join, then desktop virtual is as shown in table 2 below to taking of resource

Table 2 desktop virtual machine hardware configuration

Then total virtual resources demand is as shown in table 3 below:

The configuration of table 3 virtual machine gathers

When carrying out type selecting for server, need to consider whether server hardware can support the New function that Windows Server 2008 R2 introduces, to realize the integrated performance giving full play to hardware of software and hardware, be below the hardware capability that can improve Hyper-V performance:

Support the CPU of two-level address conversion (SLAT): this function contributes to promoting the extensibility of Hyper-V host.In Intel processor, be referred to as NPT, the CPU of Nehalem 55xx series supports this function.In AMD processor, be called EPT, Opteron 2356 Barcelona series CPU supports this function.

When the network packet accepted from physical network adapter is transmitted to target virtual machine by empty fleet row (VMQ) function, can helps to reduce relevant complexity and bring overhead with institute

Core cpu dormancy (CPU Core-Parking), makes Hyper-V host use the CPU core of minimum number.

If use Windows XP as Guest OS, then consider to select the CPU supporting Flex Priority

For computational resource configuration in separate unit home server, as CPU, internal memory, local hard drive, network interface card suggestion is as follows:

CPU：

The virtual ratio of CPU of business recommendations is 8:1, such as the host of four core CPU, can support maximum 32 virtual cpus.Although CPU ratio does not architecturally have clear and definite restriction, company's suggestion follows this ratio when designing and plan virtual machine.

For Hyper-V host, also there is a limit physically, the virtual cpu quantity that namely every platform host is supported at most can not more than 512, and the virtual machine instance can supported at most can not more than 384.

According to the quantity of recent virtual machine instance in this project, suggestion adopt host adopt in check figure at the CPU of 16 or more.

Internal memory:

Host has sufficient physical memory to be one of most Fundamentals guaranteeing virtual machine runnability.This is because virtual machine instance must use non-page internal memory.Because non-page internal memory can not be stored on hard disk in the mode of pagefile, so host must have enough physical memories to support the operation of virtual machine instance, the total demand of host physical memory except distribute to every platform virtual machine instance use except also need to be reserved to host machine system according to following factor:

Hypervisor needs 300MB

First the 1GB internal memory being assigned to each virtual machine needs 32MB to be reserved to home server

The host operating system operating in root partition needs at least 2G

In this project, the host in trooping for virtual server, the par of the virtual machine that each cluster node is run is 6, and the memory setting 4G joined according to height calculates

Host during desktop virtual is trooped, the par of the virtual machine that each cluster node is run is 20, according in the memory setting 2G that joins calculate.

Local hard drive

Store, because not high for local hard drive capacity requirement in home server, mainly for the space requirement of satisfied local Windows Server 2008 R2 safety because all virtual desktops are all placed on rear end.The suggestion of server disk active volume is greater than 120G.

Network interface card:

Windows Server 2008 R2 provides a series of network optimization feature, as TCP load transfer (TCP Offload) virtual machine queue VMQ and jumbo frame (Jumbo Frame), above-mentioned functions improves network performance significantly, improve CPU usage simultaneously, and then improve the performance of entire system.

Troop for Hyper-V, all nodes must possess the network interface card of equal number, and these network interface cards must be connected to identical network simultaneously.The operation that Hyper-V troops relates to 5 networks, is below the standard configuration of each network:

Network 1: the management communication of carrying SCVMM and Hyper-V

Network 2: carry heartbeat communication of trooping

Network 3: the external communication of carrying host and virtual instance

Network 4: carrying Live Migration communication traffic

Network 5: carrying rear end stores flow

Wherein, network 1 and network 4 can merge, in order to promote the access efficiency of virtual machine to greatest extent and realize network redundancy, in this project, every station server is configured with three pieces of network interface cards, wherein two pieces of Ethernet cards, one piece of FCoE network interface card, the purposes of every block network interface card and title are as following table 4:

Table 4 network interface card schedule of accommodation

System management designs:

Server virtualization platform due to framework complexity, and has numerous virtual machine and physics host to need management, therefore introduces a set of effective system administrative mechanism extremely important, outside lifting administrative staff O&M efficiency, mainly solves following possibility Problems existing:

In the face of so complicated system, system manager needs the information of understanding a lot, therefore help system administrative staff can understand health status and the resource consumption situation of operating each home server and each virtual machine in real time by management platform, and formulate the SLA of Virtual machine and operation system.

Server virtualization platform can run the virtual machine of One's name is legion, therefore potential safety hazard can be very large problem, except virus problems, also likely suffer the attack of malicious code because not upgrading up-to-date patch, thus cause the instability of server virtualization platform.Therefore need to formulate unified security strategy to be applied on all home server and virtual machine, and carry out patch renewal on time.

Management platform can provide regarded as output controlling to make an excuse, the virtual machine join domain newly created as allowed by script mode or install some specific programs.

Select the lifecycle management that Microsoft System Center management suite realizes virtual desktop platform in this subsystem, be made up of following 6 functional units:

SCVMM(System Center Virtual Machine Manager)

Side keeper's batch creates virtual machine or provides cloud platform management system to allow business personnel create virtual machine voluntarily.

The migration of virtual machine between home server, implementation platform high availability

Detailed configuration is carried out, as distributes calculation resources etc. to virtual machine

SCOM(System Center Operation Manager)

Health and the resource consumption of home server and virtual machine is monitored by SCOM

In virtual resource pond, be responsible for the role of monitoring resource or scheduling of resource, once the resource monitored in certain home server is not enough, will by SCVMM, partial virtual machine be moved in the home server of other resource abundance at once.

SCCM(System Center Configuration Manager)

Realizing virtual machine and physics host concentrates patch to assess and distribution mechanisms

Uniform security policies sets, and is applied on home server and virtual machine

SCDPM(System Center Data Protection Manager)

Virtual machine and user data is provided to back up in realtime mechanism

SCSM(System Center Service Manager)

SCSM is integrated automatic, an adaptive IT service management platform, and the theory in company's operation framework (MOF) and IT infrastructure storehouse (ITIL, CMDB) combines with product by this platform, to meet the IT Service Management demand of enterprise.The built-in all flow processs solving event and problem, Variation control and assetlifecyclemanagement.

Orchestrator

Orchestrator provides the platform of design and running IT flow process, and the Integrated Solution having developed commercialization manages the environment of the manufacturer comprising Microsoft, IBM, BMC, CA, VMware, EMC and Symantec.Realize the best practices of IT automatic flow, the discriminating of such as accident and remedy, service provision and change management process, and the interoperability between implementation tool.

In this project, each role of manager is made a virtual machine and is then placed in two system management private servers (SC1 & SC2) by respectively, and concrete software and hardware configuration is as following table 5:

Table 5 system management server configures

Virtual machine configuration is as following table 6:

Virtual machine configuration monitored by table 6

Active Directory designs:

Build server virtualization platform, perform the virtual environment management of centralization, and realize the high reliability of host, all need to use Active Directory support.Active Directory is in the following manner for the operation and management of virtualized environment provides support:

The each role service of System Center management suite must operate in the environment of territory, to be obtained the convenience of management by Active Directory, for realizing the efficiency of management of top, advise that the host that managed by System Center and System Center server join same Active Directory Domain.

The node that Hyper-V troops must operate in the environment of territory, realizes Failure Transfer with the general purpose antidote framework provided by Active Directory.

All hosts all advise joining territory in member server mode, thus these servers can use the characteristics such as the concentrated Authentication mechanism of Active Directory, empowerment management and group policy to realize the management of comprehensively concentrating.

The each role service of remote desktop needs to join this territory.

Desktop virtual machine needs to join this territory.

The server virtual machine operated on host is not required with host in same territory.

Not yet build Active Directory framework at present, therefore need activity of constructing directory field to support the operation of virtual each assembly, consider that the project implementation initial stage simplifies architecture as far as possible, and need in conjunction with follow-up possible framework expansion, first create single domain environment.Build the domain controller that two are run Windows Server 2008 R2, and enable forest and the domain-functionalities rank of highest level, obtained comprehensive virtual support, all hosts, management framework server, each role service of remote desktop and desktop virtual machine all need to join this territory.These two domain controllers run in the mode of empty machine, are deployed on SC1 and SC2 respectively, and following table 9 is the concise and to the point configuration informations of empty machine:

Table 9 virtual machine briefly configures

Virtual machine role	Computational resource configures	Software merit rating	Place system management server
				DC1	4G，1CPU	WindowsServer2008 R2 SP1	SC1
DC2	4G，1CPU	WindowsServer2008 R2 SP1	SC2

Consider that domain controller needs to provide support respectively to virtual server and virtual desktop, network configuration have following setting:

Management platform desktop virtual of trooping is trooped to troop with server virtualization and is all operated in Same Physical network, uses VLAN to isolate.

If desired desktop virtual is trooped to be clustered in server virtualization and physically isolate, then consider to use the mode of two host domain control to be that domain controller can be connected respectively to desktop virtual physically and to troop and server virtualization is trooped.

High Availabitity designs:

Virtual platform in this project needs the High Availabitity service type realized to comprise:

Host High Availabitity

Application High Availabitity

Server virtualization platform management server High Availabitity

For the application in virtual platform deploy, provide the high availability support of host aspect:

Host layer: once certain host breaks down in cluster group, on the applying virtual chance Autonomic Migration Framework run to other host in trooping, on the impact of application when preventing physical hardware from breaking down by this floor height availability.

Based on the above demand analysis to system, this project needs the part mainly cloud platform management system (other parts all can utilize the existing database structure of company or carry out a small amount of adjustment to satisfy the demands to the existing database structure of company as CRM customizes part) redesigning database, database design structure is according to the demand analysis and system architecture design, all virtual resource (virtual machine template, virtual machine configures, host resource) managed concentratedly and unified maintenance by privately owned cloud virtual resource management platform, simultaneously for the subordinate relation of tenant and resource, also need to pass through platform uniform management.

Cloud virtual resource management system core business logic:

Many tenants: need to distribute the multiple virtual resource the main consuming body unit used, system support is carried out the management of many tenants and business, and each tenant can only see own associated traffic data and operation;

Virtual machine: the virtual machine template that foundation is specified, the resource of distributing certain amount complete the establishment of virtual machine, tenant's (total quota of Resources allocation) in oneself permission scope of business opens new virtual machine, closes virtual machine and the configuration of amendment virtual machine;

Virtual resource: the power system capacity amount arranged according to host resource, main virtual resource quota data has: CPU check figure, RAM resource summation, Store space resources summation.

Conceptual design:

The target of conceptual design is the concept database structure producing reflection demand, i.e. conceptual schema, conceptual schema is independent of database logic structure, independent of the DBMS of supporting database, do not rely on computer system, the general ER method that adopts of concept database design is carried out.

Cloud computing platform is the comprehensive existing server resource of energy, storage capacity and a network capabilities, has autonomous operation, Self-Service, dynamic resource management and distribution, the optimization of computational resource and the dynamic data center of the function such as protection and real-time monitoring.A key character of cloud computing platform is for user provides the function of certainly serving.By this self service system, user can pass through self service system, the products & services that telemanagement and maintenance have been ordered.Also achieve unified User Resource Management from service platform, which cloud computing node no matter the resource of user be distributed on, all can carry out management and utilization in unified WEB page.

Cloud platform management system provides application, the unified management of virtual resource and physical resource, and such user can select to adopt AH share service, the service of virtual resource service and special physical resource.

Because system have employed the Web Services interface of standard, therefore cloud platform management system can adopt different language and technology platform to realize.In this project, have employed ASP.NET and Silverlight two kinds of implementations, but user also can select other technologies such as PHP etc. to realize according to actual conditions.All these technology are all generally browser-cross, can run on the major browsers versions such as IE and Firefox.

In service selecting module, user can select different service packages according to the demand of practical business, such as computational resource can be selected according to operating system, processor ability and memory size etc., if the default service not comprising user's needs in service package, user also oneself can customize oneself computational resource by cloud platform management system;

See Fig. 5, user can according to the actual requirements, according to flexible customization business demands such as required computing capability, storage size and system platform types, submit the order order meeting this standard to, system according to order requirements, will open corresponding virtual machine, use for user.

See Fig. 6, can see after user logs in cloud platform management system at account information administration module and oneself apply for successful resource, comprise in the accounts information of user:

Account describes: i.e. some information of user self and the relevant information of account creation;

Server resource information: be the server info guide look that user has here, and the health status residing for server can be seen intuitively;

Application information: the information being the application program that user installs on oneself server here, also can see the health status of application program here intuitively;

Resource statistics information: namely user has a synthesis information of resource;

System alarm information: be that of ALM information gathers here.

See Fig. 7, Fig. 8, the core content that user uses cloud platform service from service operations module, mainly being operated by browser from service operations of cloud platform management system, user can operate oneself computational resource very easily by the control button on the page, the startup of such as server, stop, suspend, the operations such as replacement and snapshot, in addition, user open-and-shutly can see the service condition of selected resource, such as CPU, the service condition of internal memory and disk, the rental period situation of resource, user also can click the rental period that " renewal " operation extends resource, and start order flow process etc., except being manipulated except computational resource by the button on the page, user can also by clicking " being connected to server " link, start long-range being connected on selected server and directly use corresponding server resource by desktop and order line control desk, on cloud platform management system, user can be autonomous installing operating system and application program, and can select to manage main frame from service platform and various remote management tool and control according to personal habits, such as open or close virtual machine, delete virtual machine etc.

And, include from service monitoring module and monitor that the entirety of the running status of virtualized environment, virtual architecture environment monitors, customization monitors view, customization distributed application program dynamic surveillance virtualized environment, Application Monitoring, system cloud gray model safeguard form;

Monitor that the running status of virtualized environment can show the current operating conditions of virtual machine and relevant essential information: virtual machine current thumbnail figure, the CPU present load running virtual machine and trend, and can show in the mode of statistical graph and data: the service condition statistics etc. of the ruuning situation statistics of host, the ruuning situation statistics of virtual machine, Job execution situation statistics, base resource;

The entirety of virtual architecture environment monitors can be unified to unify to monitor to the application in the physical machine in virtual architecture environment, virtual machine host, virtual machine, virtual machine and other equipment; Application oriented supervision can be provided, for specific application and system, relevant data be carried out tissue and gather; Gathering and processing of bottom health data can be utilized, the general health of reflection application system or assembly; Can operation conditions explorer quick positioning question be passed through, realize failture evacuation fast;

Customization monitors that view can adjust the displaying contents of existing supervision view and change to show required information, can create as required and self-defined following supervision view: the multiple supervision views such as alert views, event view, Status view, performance views;

Corresponding assembly can add in supervision according to the logical relation of application system by customization distributed application program dynamic surveillance virtualized environment, automatically can provide based on the state of Distributed Application, alarm and pictorial view, get information about the running status of application associated component;

Application Monitoring is that a very large feature of cloud platform management system is to provide and monitors end to end, and platform can provide the application program to being deployed in platform to monitor;

System cloud gray model safeguards that form can be form to all kinds of current of whole monitored environment and historical information dynamic congregate, present, these forms nearly tens of kinds, and can multiple output format be supported, can to the host utilance in virtualized environment, host utilizes growth rate to provide form, statistic property form can be carried out to the ruuning situation of virtual machine and utilization rate, and on cost Classifying Sum is carried out at center, automatically the performance data of physical server in current environment can be collected, and by form list these can carry out virtualized candidate server and relevant performance state statistics.

See Fig. 9, Figure 10, administrator module is the management of cloud platform management system primary responsibility user, the distribution of authority and the operation such as the establishment of virtual machine template and deletion.

Due to native system main purpose provide public, cheap, safety, High Availabitity, an easily extensible enterprise cloud computing platform for it, and the CRM of company is built based on this cloud computing platform, sell flow process by the solution customizing company on company CRM.Help company personnel and the good customer information of partner management thereof, improve service quality, strengthen the core competitiveness of enterprise.Objectives are decomposed as follows:

1, public, safety, High Availabitity, an extendible cloud computing platform is built;

2, in order to better manage this cloud computing platform and better serve employee and the affiliate thereof of company, a set of cloud platform management system is developed;

3, based on above basic engineering, the CRM disposing company;

4, according to particular requirement, customized development CRM, makes final methodology organically be fused in CRM, to meet the sale of solution, is better customer service.

Based on the construction object of above system, the major requirement of native system to function is as follows:

1, cloud computing platform and cloud platform management system should provide basic software and hardware support, services selection should be comprised, accounts information manages, from service operations, from the functional module such as service monitoring and system management, to meet user's registration, newly-built virtual machine, to delete the functional requirements such as virtual machine, management and supervision virtual machine, system management.

2, CRM management platform needs to serve as theme with Payment control, employee and project management, realize the process management of landing from marketing plan to contract, expense implements to the link of finance reimbursement subsystem, CRM management platform requires various dimensions, eurypalynous data penetrate and represent function with chart, are specially customer account management, staff's benefits, expenses management, sales management, contract management, mechanism's coordination, data analysis and cross-platform SOA flow process support etc.

Native system needs to use for reference other similar case in global range in the design process, under also should fully understanding the prerequisite of demand, at utmost optimizes system scheme simultaneously.

Advanced

Adhere to adopting current main product, meet the development trend within native system business service platform 3-5.

High availability

Take into full account the availability of system in the design, the Single Point of Faliure of forgoing on system.

Extensibility

System meets business development, and the scalability that therefore system is good ensures that system well adapts to the demand such as the growth of number of users, the change of enterprise architecture.

High security

As enterprise's common platform, in design, need the fail safe considering system from many aspects;

Inheritability

In view of joint demand increasing between system each in enterprise, new system must provide the height integration to existed system, avoids overlapping construction as much as possible, increases maintenance cost.

Extensibility

The design of system will consider the needs of business future development, and framework should meet the demand of horizontal and vertical expansion, on the basis that framework is simple and clear, reduces the degree of coupling of each functional module and assembly, and fully takes into account compatibility, realizes expansion scheme rapidly and efficiently.

Adaptability principle

System need fully take into account existing IT resource input, adapts to network, system and application architecture, avoids the system reform on a large scale in building process, reduces system complexity and construction cost.

Below with the test that 500 concurrent user number carry out components of system as directed function.

(1) response time (Response time)

Response time tests

Sequence number	Affairs	Maximum response time (second)	The minimum response time (second)	Average response time (second)
					1	Login page launches	6.324	4.841	5.076
2	User logs in	3.556	3.173	3.353
					3	Virtual Machine Manager door	5.432	0.837	3.101
4	CRM business opportunity operates	0.115	0.068	0.080

It is visible: the evaluation response time equal <5 second of user's login, the operation of Virtual Machine Manager door, CRM business opportunity, to meet estimated performance index,

(2) hits per second (Hits per second)

Hits per Second(hits per second) reflect the number of requests that client submits to server end each second, if the number of requests that client sends is more, " Average Throughput (bytes/second) " on the other side also should be larger.

(3) system resource

Visible, the curve of queue length three indexs of CPU usage, free physical memory, CPU is all comparatively level and smooth, the mean value of three is respectively: 5.826%, 1020.238M, 0.190, and the total physical memory of testing server is 3984M, so memory usage is (3984-1020.238)/3984=74.39%, require according to this performance test: CPU usage is no more than 75%, physical memory utilization rate is no more than 75% these 2, and the utilization rate of CPU usage and internal memory all reaches estimated performance index.

Based on above-mentioned, advantage of the present invention is: the method providing multiple customized development or customization, for meeting similar particular demands, mainly comprise the customization etc. of the customization of business opportunity, the customization of client, the customization of contact person, movable customization and interface script, how paper examines makes the CRM problem that high efficient and reliable is run on the platform of privately owned cloud in this course, and make CRM provide Information Mobile Service by privately owned cloud, based on the structure of the CRM platform of cloud computing, not only there is high theory significance, also there is realistic meaning.The platform of CRM service that it provides low cost, high availability, high reliability for large and medium-sized enterprise, expand as required, help corporate specification and promote internal control, finally realizing Rapid Development of Enterprise, novel in design, be a good design, have very much marketing prospect.

More than show and describe general principle of the present invention, principal character and advantage of the present invention.The technical staff of the industry should understand; the present invention is not restricted to the described embodiments; what describe in above-described embodiment and specification just illustrates principle of the present invention; the present invention also has various changes and modifications without departing from the spirit and scope of the present invention, and these changes and improvements all fall in the claimed scope of the invention.Application claims protection range is defined by appending claims and equivalent thereof.

Claims (7)

1., based on a CRM system for cloud platform and cloud computing, it is characterized in that, this system includes basic cloud podium level, data Layer, application platform layer, application system level, user's access layer, unified security/management and monitoring platform;

Described basic cloud podium level, on the basis of basic software and hardware and network, by cloud computing technology, is built into unified High Availabitity, extendible cloud platform, provides the services such as underlying Operating System deployment for upper layer application;

On the basis of the service such as the operating system that described data Layer provides at basic cloud platform, the databases such as installation and deployment SQL Server, Oracle, for storing the data of each operation system;

Described application platform layer mainly provides the common base middleware application such as middleware, exchanges data, workflow engine, for application system level provides service;

Described application system level mainly carries various embody rule, comprise newly-built virtual machine that cloud platform management system provides, managing virtual machines, the management of virtual machine template and other application, as customer account management, MSSP, contract management, the management of product etc. that CRM provides;

Described user's access layer primary responsibility provides service, the access etc. of leading subscriber for end user;

The safety of the overall cloud ecosystem of described unified security/management and monitoring platform primary responsibility, the running status etc. of monitoring host, virtual machine and internal applications;

Native system have employed the Web Services interface of standard, therefore cloud platform management system can have employed ASP.NET and Silverlight two kinds of implementations, include service selecting module, account information administration module, from service operations module, from service monitoring module, administrator module.

2. a kind of CRM system based on cloud platform and cloud computing according to claim 1, it is characterized in that, described basic cloud podium level adopts hosts server pond framework to build virtual resource pond, hosts server pond framework comprises the Windows Server 2008 R2 cluster of multiple node, use shared memory systems, as fibre channel sans (SAN) and storage array, each node of cluster runs Windows Server 2008 R2 including Hyper-V, single cluster supports at most 16 nodes, each active node all can run virtual desktop, if an one malfunctions or carry out calculated off-line maintenance, namely start to start cluster fault-tolerant, virtual desktop can resume operation on remaining node,

Hosts server pond framework is that virtual desktop system provides higher availability, and the more good utilisation to hardware, hosts server is 12, be divided into 4 set of clusters, once a certain online home server breaks down or needs to carry out regular maintenance, virtual machine then on this server will move in other hosts server, is below the design information of 4 set of clusters:

Virtualization system management platform is trooped: totally 2 hosts server composition set of clusters;

Desktop virtual is trooped: totally 2 hosts server composition set of clusters;

Server virtualization is trooped: the hosts server set of clusters creating two 4 nodes;

The core component in virtual resource pond is Windows Server 2008 R2 Hyper-V, can make full use of hardware virtualized nature and reduce virtual in software simulation process, very large raising and optimize the performance of performance especially in IO of virtual server, in the product system construction package of Hyper-V, father's subregion is responsible for Resource Distribution and Schedule, and I/O (I/O) access between client computer and physical hardware, support that the virtual instance operating system of Windows Hypervisor or " heuristic " virtual instance operating system utilize VMBus to realize more high performance I/O, do not support that the virtual instance operating system of Hypervisor then uses the equipment of simulation, equipment simulating can be one group of virtual instance operating system widest in area and provides support, but performance can be affected.

3. a kind of CRM system based on cloud platform and cloud computing according to claim 1, it is characterized in that, in described service selecting module, user can select different service packages according to the demand of practical business, such as computational resource can be selected according to operating system, processor ability and memory size etc., if the default service not comprising user's needs in service package, user also oneself can customize oneself computational resource by cloud platform management system;

User can according to the actual requirements, and according to flexible customization business demands such as required computing capability, storage size and system platform types, submit the order order meeting this standard to, system according to order requirements, will open corresponding virtual machine, use for user.

4. a kind of CRM system based on cloud platform and cloud computing according to claim 1, it is characterized in that, described account information administration module can be seen and oneself applied for successful resource after user logs in cloud platform management system, comprises in the accounts information of user:

Account describes: i.e. some information of user self and the relevant information of account creation;

Server resource information: be the server info guide look that user has here, and the health status residing for server can be seen intuitively;

Application information: the information being the application program that user installs on oneself server here, also can see the health status of application program here intuitively;

Resource statistics information: namely user has a synthesis information of resource;

System alarm information: be that of ALM information gathers here.

5. a kind of CRM system based on cloud platform and cloud computing according to claim 1, it is characterized in that, described from service operations module be the core content that user uses cloud platform service, mainly being operated by browser from service operations of cloud platform management system, user can operate oneself computational resource very easily by the control button on the page, the startup of such as server, stop, suspend, the operations such as replacement and snapshot, in addition, user open-and-shutly can see the service condition of selected resource, such as CPU, the service condition of internal memory and disk, the rental period situation of resource, user also can click the rental period that " renewal " operation extends resource, and start order flow process etc., except being manipulated except computational resource by the button on the page, user can also by clicking " being connected to server " link, start long-range being connected on selected server and directly use corresponding server resource by desktop and order line control desk, on cloud platform management system, user can be autonomous installing operating system and application program, and can select to manage main frame from service platform and various remote management tool and control according to personal habits, such as open or close virtual machine, delete virtual machine etc.

6. a kind of CRM system based on cloud platform and cloud computing according to claim 1, it is characterized in that, described include from service monitoring module the running status monitoring virtualized environment, the entirety of virtual architecture environment monitors, customization monitors view, customization distributed application program dynamic surveillance virtualized environment, Application Monitoring, system cloud gray model safeguard form;

Monitor that the running status of virtualized environment can show the current operating conditions of virtual machine and relevant essential information: virtual machine current thumbnail figure, the CPU present load running virtual machine and trend, and can show in the mode of statistical graph and data: the service condition statistics etc. of the ruuning situation statistics of host, the ruuning situation statistics of virtual machine, Job execution situation statistics, base resource;

The entirety of virtual architecture environment monitors can be unified to unify to monitor to the application in the physical machine in virtual architecture environment, virtual machine host, virtual machine, virtual machine and other equipment; Application oriented supervision can be provided, for specific application and system, relevant data be carried out tissue and gather; Gathering and processing of bottom health data can be utilized, the general health of reflection application system or assembly; Can operation conditions explorer quick positioning question be passed through, realize failture evacuation fast;

Customization monitors that view can adjust the displaying contents of existing supervision view and change to show required information, can create as required and self-defined following supervision view: the multiple supervision views such as alert views, event view, Status view, performance views;

Corresponding assembly can add in supervision according to the logical relation of application system by customization distributed application program dynamic surveillance virtualized environment, automatically can provide based on the state of Distributed Application, alarm and pictorial view, get information about the running status of application associated component;

Application Monitoring is that a very large feature of cloud platform management system is to provide and monitors end to end, and platform can provide the application program to being deployed in platform to monitor;

System cloud gray model safeguards that form can be form to all kinds of current of whole monitored environment and historical information dynamic congregate, present, these forms nearly tens of kinds, and can multiple output format be supported, can to the host utilance in virtualized environment, host utilizes growth rate to provide form, statistic property form can be carried out to the ruuning situation of virtual machine and utilization rate, and on cost Classifying Sum is carried out at center, automatically the performance data of physical server in current environment can be collected, and by form list these can carry out virtualized candidate server and relevant performance state statistics.

7. a kind of CRM system based on cloud platform and cloud computing according to claim 1, it is characterized in that, described administrator module is the management of cloud platform management system primary responsibility user, the distribution of authority and the operation such as the establishment of virtual machine template and deletion.