| Nowadays, according to the poignant competition of global telecom market, the competition of telecom operation enterprises is turning from "network scale competition"to "business competition"and "service competition". Operation support service of system has great strategic meaning of forming the core competence of the system integrated enterprises and promoting the continual development. Firstly, the thesis analyzes the traditional operation maintenance support service mode of telecom operation enterprises and its disadvantages, indicates the market of telecom operation enterprises and system integrated enterprises has become mature through years of growth, the tradition margin is becoming smaller and smaller. It dissertates the idea of operation maintenance integrated support service in the progress of seeking new developing room and service mode. In succession, on the basis of the discussion above, it elaborates operation maintenance integrated support service and its advantages, theoretically, it demonstrates the operation maintenance integrated support service can not only save cost for customers and improve operation efficiency, but also create value for service providers, enhance the enterprises'core competence and make the enterprise achieve continual development. At last, it takes operation maintenance service of TONGDA as an example. By analyzing the market locating and strategy of TONGDA company, especially the problem of former operation maintenance and the reason of low customer satisfaction, it discusses whether TONGDA can implement operation maintenance integrated support service. With the concept of operation maintenance integrated support service management, it discusses how to change the flow, organization and IT system support of it. Through case study, it demonstrates the operation maintenance integrated support service mode is successful, moreover, it needs personnel, flow and management tools to cooperate for effective service management. |
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