| The competition model of telecommunication market is switching from network originated to customer originated. To fit the change of competition model, China Mobile begins their project of network maintenance system. This project aims building up the cu(?) originated mechanism to promote the quality of customer service.Nowadays, China Mobile Sichuan Branch has already had its BOSS(Business Operation and Support System) running. In addition, some suitable procedures have been setup for system maintenance. But, the service management procedure is not compatible with ITTL(Information Technical Infrastructure Library). When the situation of BOSS presents great complexity, a systematic service management procedure based on ITIL is needed to improve the quality of service. With the standard management and fully closed procedures, the efficiency of control and execution can be greatly improved.By analyzing the maintenance situation of Sichuan Mobile, the procedures of incident management, problem management, change management, and configuration management are proposed in this article.The incident management procedure describes the incident dealing process and priority. It makes the incident management more regular, and it also provides the data for the further problems analysis.The problem management provides the ability on eliminating incident and promoting the service quality. This procedure can also push the attitude of system maintenance from passive position to active position.Through the changing management, the changing of BOSS can be more standard. So, the interference during the changing process is decreased to provide high quality service for the development of market.Finally, the configuration management increases the efficiency of maintenance. |
