The Improvement Of The Operation Service System In DaQing Unicom Company

For telecom companies of which operation and maintenance service capability depends on operation and maintenance service management model. Establishing an operation and maintenance service management system adapted to maintenance requirements can enhance their ability to network operations, network support capabilities and service support capabilities, and thus can enhance the core competitiveness of enterprises. Restructure of telecommunications industry guarantees the three telecom operators full business license, however, the entire communications market competition has become more intense and so does the homogeneous telecommunications competition. Consequently, it is necessary to differentiate services to enhance the competitiveness of all business operations. Maintenance Services need to re-adjusted and full-service production platform need to be established to develop full-service products and carry out full-service competition. The company's maintenance service capacity can not be replicated, as it is a complex system including the concept of service, operation and maintenance system and mode of administration. including. To enhance the core competitiveness imperative, it is necessary to improve the existing maintenance service management model and establish a full-service operations management system.As the main research content of this thesis, it focused on telecommunications maintenance service management system, reviewed history of IT service management and researched into ITIL framework architectural model. Effective management of IT services can definitely enhance the customer service quality. Establishment of customer-oriented, process-oriented, information-based IT service management system is the necessary need of the modern enterprise. Telecom maintenance service management system is a business application of ITIL, though its management processes can not be completely copied, the model of maintenance management needs can be followed to establish a maintenance management adapted to the telecommunications industry. Based on an analysis of the key elements of maintenance service management system, the writer summed up the maintenance service management system of three types, namely, traditional, transitional and modern types. By analyzing the existing maintenance service management system in Daqing Unicom Company, it aims to find out the problems related to maintenance service management system in this company.""Dual network, Dual Operation"restricted the integration process. Adopting ITIL framework model as a method to build maintenance service management system in Daqing Unicom and according to the actual maintenance management needs, full-service maintenance service management system model in Daqing Unicom has been designed.The research and design of the Daqing Unicom Company transitional maintenance service management system not only conforms to the requirements of customer-centric, but also meets the demand of maintenance services management. Combined with the clear organizational structure of relative concentrated maintenance institutional and process management to improve the maintenance productivity, by improving the maintenance business processes and maintenance service support processes, it can realize full process and full network joint operation and give full play to the network synergy. The improved maintenance service management system needs to establish an integrated support system involving a set of client and maintenance services to back them. Daqing City is a vast, sparsely populated area, although, the distribution of maintenance network resources in Daqing Unicom Company is also very scattered, the core network and the Group's customers are relatively concentrated. Therefore, the establishment of the relative concentration of the whole maintenance of a professional structure is in line with actual maintenance service needs in the Daqing Unicom. Operation & Maintenance Department is responsible for the entire network maintenance and management. An integrated network management system is established at network management center to realize the centralized network management, concentration of resources management; core network and customers of the Group by the Center for centralized maintenance of equipment, and the maintenance station of every sub-county bureau is responsible for maintaining access layer network. At the early stage of integration, to build a transitional operation and maintenance system in Daqing Unicom Company is in line with all professional services and maintenance management needs, which can reduce maintenance and production links, optimize production processes, and improve maintenance service capabilities.This thesis consists of five chapters.Chapter 1 is introduction. In this chapter, the research background, significance and aim of the study, and the basic structure of the thesis is described. The author analyzed the background of the telecommunication restructure in this chapter. It has been explained that the significance of the full service maintenance service management system lies in the fact that it can achieve market-oriented and customer service support, enhance efficiency. The purpose is to enhance the core competitiveness of enterprises for sustainable development.Chapter 2 is literature review. The development of IT service management has been reviewed, the theory of IT Service Management System - ITIL framework model has been analyzed in-depth. By defining the nature of the telecommunications industry, the author summed up the features of needs of telecom operation maintenance services, identified the key elements in building maintenance management system. Based on management needs, a market-oriented, customer-centric service management system will be established for maintenance of enterprise restructuring.Chapter 3 is an analysis of the current situation of maintenance service management system in Daqing Unicom. The development of Daqing Unicom has been described; the difficulties and problems in existing service management system have been analyzed."Dual-network, dual maintenance"system is the"melting"instead of"synergy", which is the first problem to be solved. Maintenance management systems and production process is relatively backward, the lack of effective resource management system are obstacles in building a full-service operation and maintenance management system.Chapter 4 is the research about measures for improving maintenance service system in Daqing Unicom Company. Adopting ITIL as an approach to construct full-service maintenance services system, and compare ITIL to what the telecommunications maintenance management services system should be. Combing the actual demand for maintenance services in Daqing, establishing hybrid maintenance management system, improving the operation and maintenance service management processes, research about an integrated support system of the client and maintenance service management and building transitional maintenance service management system, is in line with the development requirements in the early stage of transitional Daqing Unicom.Chapter 5 is about conclusion and recommendations for future research. Telecom maintenance service management system is an application of ITIL practice to an industry, though its management processes can not be copied completely, the characteristics of the telecommunications industry can be followed. Combined with the enterprise's own characteristics, the enterprise's maintenance service management system can be established. Transitional maintenance service management system is in line with the current demand for services in Daqing Unicom Company. Due to the limitation of the author's theoretical basis, the scope of the study is confined to one local corporation. With the concept of maintenance, maintenance management, and network management technology continues to evolve, customer demand is increasing, market competition becomes more intense, maintenance service management system will be improved continuously. The establishment of a modern-type maintenance service management system caters to the inevitable requirement for sustainable development of the enterprise. Maintenance management system should be renewed to a centralized management system and maintenance service management should be improved to modernization continuously. In this way, the capacity and value of maintenance services can be achieved, the operational capabilities of corporate networks can be promoted constantly.