Design And Implementation Of Service Management In Business And Operation Support System

With the development of the business, on the one hand enterprises purchase lots of IT infrastructure and increase the complexity of the system, and on the other hand need the reliable service. Thus, enterprises need a practical and effective service management system to manage such a huge IT system and to ensure the high service quality. Under this circumstance and in order to guarantee the stable operation of the Business and Operation Support System (BOSS), IT and Business Support Center (ITBSC) of Tianjin Mobile and Communication Corporation (TMCC) build a service management system for BOSS.The paper introduces the design and implementation of the Service Management System of BOSS. The system bases on the standard of IT service management——ITIL, and adjustes according to the situation of TMCC. The system consists of four parts: process management, external interfaces, report management and duty management. The process management is the kernel part of the system, it makes the business flow clearer. Process management includes incident management, problem management, change management and configuration management. External interfaces are the communication bridge between the process management and other systems. External interfaces include the interface with the Supervision and Control Platform of BOSS, the interface with the Complaint Platform, and interface with the Short Message Center. Report is the foundation of the evaluation and statistic. Duty management makes the duty work electronically.The system standards the flow of the service supply and the operation&maintain work, clears the duty of employees, enhances the incident dealing efficiency and supply the function of statistic and evaluation. As a whole, the system improves the quality of the service management in ITBSC, reduces the rate of incident and the number of complaint, and upgrades the enterprise image.