(1) Company background
A communication company has set up more than 300 branches and subsidiaries in 30 provinces, autonomous regions and municipalities across the country. Operating telecommunications services include mobile phones (including GSM and CDMA), wireless paging, long-distance calls, local calls, data communications (including Internet and IP telephony services), telecom value-added services, and other services related to the main business. A communication company a provincial branch is a provincial branch, responsible for the management of telecommunications operations in the province, is an important pillar of a provincial telecommunications industry.
The existing business support system of a provincial communication company includes a comprehensive accounting system, a GSM billing system, a CDMA billing system, an integrated customer service system, an integrated statistical system, and a management information system including an enterprise integrated information system, a large customer management system.
The information system uses two-level applications, the structure of the three-level center, namely the national center, the provincial center and the city center, the national center and the provincial China two-level applications, and there is a lot of system and system and external systems. interconnected. The network management platform is configured in the construction of the information system, which can be monitored host, database, application process, and equipment, and system security management.
The current organizational architecture model of the information system department is designed according to the principle of "block combined with the interface", the system platform is separated from the business application. The system platform layer is responsible for maintaining planning by the system support center; the business application layer is gradually set up according to business species The center, settlement center and information center are responsible for application software maintenance and business planning.
(2) Faced
With the initial formation of my country's telecom market competition pattern, the competition between each operator is currently coming from a low-level "transition" and "service competition". The operational business is a fight, and the era of "service competition" is coming. The profound changes in the industry will inevitably lead to the business support system will become the focus of future operators.
How to build, manage the business support system has become a problem that each telecom operator needs serious thinking and solving when facing future market competition. Considering that the accumulation and technology improvement through its own experience, it is difficult to improve the management level of the support system to cope with future challenges in a short period of time, and a provincial communication company believes that it is necessary to introduce IT service management methods and consulting services to help it. Architecture facing the future support system service management system.
(3) Solution
Implementing the support system service management system involves many aspects, for example:
· Reconstruction of the management process
· Change of organizational structure
· Establishment and implementation of the management system
· Construction of the cooperative technical platform
Therefore, its establishment and implementation of the service management system is destined to be a progressive process, it is impossible to be a. In the implementation process, it is especially considering the cultural characteristics of the enterprise and the ability to change the changes, and the improver of improper treatment has caused great resistance from the internal.
IT service management system should be based on existing management processes, organizational division, personnel structure and management tools, installment design, implementation; first choice the most urgent, most needed management functions in the first project, for subsequent functions Overall frameworks, in a wide range of understanding, recognition, and support, especially after the recognition and support of senior management, the re-depth and breadth.
The purpose of the service management consulting project is to form a comprehensive, unified, centralized management architecture and service management process for a variety of resources of a provincial communication company information system by using IT service management international standards, and new IT management structures. The system provides reliable, efficient and safe information services for enterprise development. The contents of the consulting services provided by Lianying Digital include:
· Designed to manage information system architecture with IT services as the core. The information system architecture removes management levels such as traditional networks, systems, and databases, should also include relatively independent service management functional layers.
· IT organization structure, staff role and duties design. According to "Ensure the quality of service quality, and can make it constantly improve", the "Self-top" division management function module inside the department, determines the function of each functional module, and further complete each function module Job design. · Design of IT service management process. Establish a sound support system management process that relies on the IT service management information system architecture. The design of the management process is targeted by "end-to-end service guarantee", mainly including the following ITIL process design:
(1) Emergency management process
(2) Process management process
(3) Configuration Management Process
⑷ Change management process
⑸ Service Level Management Management Process
In terms of desk product selection, you need to consider the following factors for considering the service desk products of each manufacturer:
· Product function, can override all management flows of ITIL
· product structure
· Domestic support service level
· Understanding of IT service management
· Product support capabilities for Chinese
· Integration capabilities for management products with other network systems
· Domestic success case
· Easy to use, whether the user interface is friendly
· Training and implementation
(4) Implementation process
This consultation project Lianying Digital Suggestions are carried out in three phases, including:
· Project startup stage
· Analysis, evaluation and design phase
· Training stage
The schedule of each stage of the project implementation is as follows:
Project committee
The implementation of the project provides high-level support and help. Composed of a high-level manager of the user and the Lianying digital.
Risk Management
Through the risk management methods and tools, the problems that may be risky may be analyzed in terms of the different aspects of the project, and the risk avoidance method can be proposed.
Quality Control
Project quality management is implemented by independent quality control team. All submission results must meet the quality management principles and must be reviewed through quality control team; if the submission results cannot meet the quality requirements, the corresponding person is responsible for rework; if the results are replaced, the quality requirements are still unable to meet the quality requirements, then the problem is upgraded, Senior managers are responsible for solving.
Exchange management
"Project leader: The monthly review of the project manager.
"Project Management Committee: The monthly review of the project manager.
"The project team member reports the progress in writing..
"The group generally reports the overall progress of the group in writing.
"After each meeting, generate a list of tasks
"Each task will have person in charge and completion deadline
"The person in charge of the task will get a detailed requirement of the task
Change management
"Provided equipment, software and document, and / or
"Main functional requirements and use specification description, and / or
"Operation requirements, such as performance standards, and / or
"Project schedule, and / or
"Other terms in the contract
(5) Effect analysis
· Solution follows ITIL and BS15000 standards in IT management, specifically designed and proposes IT management model based on the actual needs and conditions of customer IT management.
· Using the industry for many years of best practices. In the IT service management personnel role and management process design, ITIL and industry best practices are adopted, combined with customer-specific environments, so that IT management is reasonably and effective.
· Fully consider the user's IT environment, the various resources, utilization and integration of information systems have been deployed in the basic, unified, and centralized management architecture. Play and utilize different IT management products of different vendors in different management level (face), while ensuring effective integration, forming a unified IT management platform.
· The management model of the hierarchy allows the construction of customer IT management to be established step by step according to the process of information development, and ultimately realize the level of service management. Modular architecture, focusing on new IT services that customers continue to launch.
(6) Experience and lessons realize effective service management requires organic combination of three processes and management tools. The role of the personnel, the possibility of responsibilities, and the IT department must clearly understand and exchange changes in the root cause of change. If you don't fully understand the problems and stress faced by IT departments, problems and resistance is likely to generate problems and resistance during service management. Therefore, the road to service management generally begins to establish a new perspective: IT department adopts new structures, personnel roles and new processes to add more value to companies. This new perspective requires every manager and employee of IT departments to understand to ensure that the management techniques, processes, and organizational institutions will have changed. These changes generally need to make appropriate coordination and stages.
Establishing and implementing a service management system is a gradual process, it is impossible. In the implementation process, it is especially considering the cultural characteristics of the enterprise and the ability to change the changes, and the improver of improper treatment has caused great resistance from the internal.
Implementing service management requires a real change in the behavior of the staff of the entire IT department, and it is necessary to instill the culture of customer service in the IT department, and often conduct regular exchanges, training, customer feedback, etc.
Process needs to be improved in loop. Continuous process improvement, continuously close service delivery and service quality / cost objectives. The key to continuous improvement is to establish a new culture, encouraging all employees to improve the proposal, make accurate reports on cost, performance, availability, and other key metrics, so that the company will see the impact of each change and whether these changes have indeed belong Come to improve.
(1) Company background
A communication company has set up more than 300 branches and subsidiaries in 30 provinces, autonomous regions and municipalities across the country. Operating telecommunications services include mobile phones (including GSM and CDMA), wireless paging, long-distance calls, local calls, data communications (including Internet and IP telephony services), telecom value-added services, and other services related to the main business. A communication company a provincial branch is a provincial branch, responsible for the management of telecommunications operations in the province, is an important pillar of a provincial telecommunications industry.
The existing business support system of a provincial communication company includes a comprehensive accounting system, a GSM billing system, a CDMA billing system, an integrated customer service system, an integrated statistical system, and a management information system including an enterprise integrated information system, a large customer management system.
The information system uses two-level applications, the structure of the three-level center, namely the national center, the provincial center and the city center, the national center and the provincial China two-level applications, and there is a lot of system and system and external systems. interconnected. The network management platform is configured in the construction of the information system, which can be monitored host, database, application process, and equipment, and system security management.
The current organizational architecture model of the information system department is designed according to the principle of "block combined with the interface", the system platform is separated from the business application. The system platform layer is responsible for maintaining planning by the system support center; the business application layer is gradually set up according to business species The center, settlement center and information center are responsible for application software maintenance and business planning.
(2) Faced
With the initial formation of my country's telecom market competition pattern, the competition between each operator is currently coming from a low-level "transition" and "service competition". The operational business is a fight, and the era of "service competition" is coming. The profound changes in the industry will inevitably lead to the business support system will become the focus of future operators.
How to build, manage the business support system has become a problem that each telecom operator needs serious thinking and solving when facing future market competition. Considering that the accumulation and technology improvement through its own experience, it is difficult to improve the management level of the support system to cope with future challenges in a short period of time, and a provincial communication company believes that it is necessary to introduce IT service management methods and consulting services to help it. Architecture facing the future support system service management system.
(3) Solution
Implementing the support system service management system involves many aspects, for example:
· Reconstruction of the management process
· Change of organizational structure
· The establishment of the supporting management system and the construction of the technology platform
Therefore, its establishment and implementation of the service management system is destined to be a progressive process, it is impossible to be a. In the implementation process, it is especially considering the cultural characteristics of the enterprise and the ability to change the changes, and the improver of improper treatment has caused great resistance from the internal.
IT service management system should be based on existing management processes, organizational division, personnel structure and management tools, installment design, implementation; first choice the most urgent, most needed management functions in the first project, for subsequent functions Overall frameworks, in a wide range of understanding, recognition, and support, especially after the recognition and support of senior management, the re-depth and breadth.
The purpose of the service management consulting project is to form a comprehensive, unified, centralized management architecture and service management process for a variety of resources of a provincial communication company information system by using IT service management international standards, and new IT management structures. The system provides reliable, efficient and safe information services for enterprise development. The contents of the consulting services provided by Lianying Digital include:
· Designed to manage information system architecture with IT services as the core. The information system architecture removes management levels such as traditional networks, systems, and databases, should also include relatively independent service management functional layers.
· IT organization structure, staff role and duties design. According to "Ensure the quality of service quality, and can make it constantly improve", the "Self-top" division management function module inside the department, determines the function of each functional module, and further complete each function module Job design.
· Design of IT service management process. Establish a sound support system management process that relies on the IT service management information system architecture. The design of the management process is targeted by "end-to-end service guarantee", mainly including the following ITIL process design:
(1) Emergency management process
(2) Process management process
(3) Configuration Management Process
⑷ Change management process
⑸ Service Level Management Management Process
In terms of desk product selection, you need to consider the following factors for considering the service desk products of each manufacturer:
· Product function, can override all management flows of ITIL
· product structure
· Domestic support service level
· Understanding of IT service management
· Product support capabilities for Chinese
· Integration capabilities for management products with other network systems
· Domestic success case
· Easy to use, whether the user interface is friendly
· Training and implementation
(4) Implementation process
This consultation project Lianying Digital Suggestions are carried out in three phases, including:
· Project startup stage
· Analysis, evaluation and design phase
· Training stage
The schedule of each stage of the project implementation is as follows:
Project committee
The implementation of the project provides high-level support and help. Composed of a high-level manager of the user and the Lianying digital.
Risk Management
Through the risk management methods and tools, the problems that may be risky may be analyzed in terms of the different aspects of the project, and the risk avoidance method can be proposed.
Quality Control
Project quality management is implemented by independent quality control team. All submission results must meet the quality management principles and must be reviewed through quality control team; if the submission results cannot meet the quality requirements, the corresponding person is responsible for rework; if the results are replaced, the quality requirements are still unable to meet the quality requirements, then the problem is upgraded, Senior managers are responsible for solving.
Exchange management
"Project leader: The monthly review of the project manager.
"Project Management Committee: The monthly review of the project manager.
"The project team member reports the progress in writing..
"The group generally reports the overall progress of the group in writing.
"After each meeting, generate a list of tasks
"Each task will have person in charge and completion deadline
"The person in charge of the task will get a detailed requirement of the task
Change management
"Provided equipment, software and document, and / or
"Main functional requirements and use specification description, and / or
"Operation requirements, such as performance standards, and / or" project schedules, and / or
"Other terms in the contract
(5) Effect analysis
· Solution follows ITIL and BS15000 standards in IT management, specifically designed and proposes IT management model based on the actual needs and conditions of customer IT management.
· Using the industry for many years of best practices. In the IT service management personnel role and management process design, ITIL and industry best practices are adopted, combined with customer-specific environments, so that IT management is reasonably and effective.
· Fully consider the user's IT environment, the various resources, utilization and integration of information systems have been deployed in the basic, unified, and centralized management architecture. Play and utilize different IT management products of different vendors in different management level (face), while ensuring effective integration, forming a unified IT management platform.
· The management model of the hierarchy allows the construction of customer IT management to be established step by step according to the process of information development, and ultimately realize the level of service management. Modular architecture, focusing on new IT services that customers continue to launch.
(6) Experience and lessons
Implementation of effective service management requires organic combination of three processes, processes and management tools. The role of the personnel, the possibility of responsibilities, and the IT department must clearly understand and exchange changes in the root cause of change. If you don't fully understand the problems and stress faced by IT departments, problems and resistance is likely to generate problems and resistance during service management. Therefore, the road to service management generally begins to establish a new perspective: IT department adopts new structures, personnel roles and new processes to add more value to companies. This new perspective requires every manager and employee of IT departments to understand to ensure that the management techniques, processes, and organizational institutions will have changed. These changes generally need to make appropriate coordination and stages.
Establishing and implementing a service management system is a gradual process, it is impossible. In the implementation process, it is especially considering the cultural characteristics of the enterprise and the ability to change the changes, and the improver of improper treatment has caused great resistance from the internal.
Implementing service management requires a real change in the behavior of the staff of the entire IT department, and it is necessary to instill the culture of customer service in the IT department, and often conduct regular exchanges, training, customer feedback, etc.
Process needs to be improved in loop. Continuous process improvement, continuously close service delivery and service quality / cost objectives. The key to continuous improvement is to establish a new culture, encouraging all employees to improve the proposal, make accurate reports on cost, performance, availability, and other key metrics, so that the company will see the impact of each change and whether these changes have indeed belong Come to improve.
