At present, the hardware infrastructure used by China Telecom Industry Informationization has been very advanced. It is basically synchronized with the world. Some even have more than foreign countries, but why do we still feel that the level and effect of telecom informationization is not so ideally? ? The informationization construction in my country's telecommunications industry began in the end of the 1980s. In the early 1990s, with the reform and growth of my country's telecommunications industry, telecom informationization is entering the new historical stage. After completing the construction of the first phase of the network infrastructure, Telecom Information has entered the system integration and service phase. At present, the informationization of telecommunications companies focuses on the construction of internal management informationization and operational business system construction, the construction of billing system, customer service system, and BOSS system is the top priority of operational business system construction.
For telecom operators, in the early days of the development of network development, you can get more investment to win, who is fast, who has a large network capacity, who is large, who can attract more users. However, with the development of the market, the restructuring of the telecom market and the market is open, and now the company is hard to maintain competitive advantage through scale. Its core competitiveness will inevitably be from investment to marketing, and then turn to management levels, and these are supported by corporate informationization.
On the other hand, we should also see that telecom companies have their own characteristics. Unlike other industries such as manufacturing, the production of telecommunications companies is surrounding network construction. The network service is launched. Its profit model is to obtain profits for users to provide communication services. Therefore, the information process of telecommunications companies not only includes enterprises. Informatization transformation, improved the service level of users, also assume the social foundation role contributing to social information.
Short board one: lack of unified, global IT strategic planning
The telecommunications enterprises have been in recent years in recent years. It has already accumulated a good accumulation in corporate information construction, such as China Mobile's BOSS system engineering, China Unicom's integrated operation support system. However, since there is no overall planning, system dispersion construction, management is independent. The operating support system of domestic telecommunications companies is still not mature, the telecom operator's network management system, billing system, accounting system, customer service system, etc. are all constituents, without organic integration, no complete architecture and function The framework forms a "information island". In terms of management, "Information Island" is often divided into different management functions. Since this system does not interconnect, the data statistics from each system are often inconsistent, and the correct decision to leaders has increased difficulty. In addition, domestic telecommunications enterprises have completed operational business support system, and management has not fully played the operational efficacy of completed systems, thus causing heavy construction and light management.
SD 2: Heavy hardware purchase, light software and consulting services
At present, my country's telecom informationization construction lacks professional division of labor. It is basically self-built, self-utilized, self-service, and does not want to spend money to buy professional consultation, specializing in software development, and specializing, resulting in low efficiency of information construction. The large-scale application system in developed countries not only spends money to buy these three specialized construction services, but also buy operations. Related statistics: my country's telecommunications industry in information investment, soft and hard ratio disorder, software plus service investment and hardware investment ratio is 28, which is about 8% ~ 10% of integration and installation, software development investment About 10% to 12%, 80% of funds are used for hardware purchases. According to the statistics of the World Bank, the information investment in developed cities is generally 73 open, 70% for software and services, and purchase hardware is 30%.
SD 3: IT operations are weak
The management mechanism is scattered: Many telecom operators have put into management and maintenance personnel with multiple technical knowledge in the management and maintenance of multiple host platforms and equipment, but even in this way, the distributed host, network equipment cannot be carried out simultaneously. Unified monitoring management.
After the management means, many problems have repeatedly appeared: managers cannot predict the failure that will happen, sometimes not to find faults in time, the operation and maintenance personnel are busy "fire protection" all day, "fire after fire" still does not increase any "fire knowledge", the same fault Repeated. Network management is weak: network management lacks end-to-end network path analysis, when the response speed of the two hosts and network devices fell, the maintenance personnel could not quickly discover the bottleneck. Due to the limited network device function, the relevant customer information cannot be collected, and the user cannot be satisfied.
Lack of proactive performance analysis: Operating management staff lacks a comprehensive performance statistical analysis of networks and host systems.
Lack of service management philosophy and IT management process: Because the whole day is busy "firefighting", management is difficult to effectively plan service management processes, it is difficult to ensure the effectiveness and consistency of IT services.
Help the prescription: IT service management
Inconditioning the above problems, we can see that the problem of the problem is that the IT and business of the telecom industry have no effective integration, IT management lacks a normative process. Based on process-oriented, IT Service Management (ITSM) in the customer satisfaction and service quality provides systemic solutions to the problem of information construction in the information construction in the above telecommunications industry, and implements comprehensive network system, host system, database system. Concentrate, effective monitoring and management, enabling the IT system with the characteristics of efficiency, practicality, scalability, etc. Reality improves IT service quality.
The core idea of IT service management is that IT organizations, whether it is an enterprise or external, is an IT service provider, its main job is to provide low cost, high quality IT services. The quality and cost of IT services are judged from customers from IT services (purchasing IT services) and users (using IT services). Similarly, IT service management is also an IT management. However, it is different from traditional IT management, it is a service-centric IT management. ITSM is suitable for IT management, not business management. It is very important to know this because it clearly divides the boundaries between ITSM and ERP, CRM, and SCM. This boundaries are: the former is managed for IT, the latter is facing business management. At the same time, ITSM is not a general IT planning method. The focus of ITSM is the operation and management of IT, not the strategic plan for IT. IT plan is concerned about organizational IT strategic issues, and ITSM is tactical and operative activities that ensure that IT strategy is effective.
