Knowledge Management Oriented Operation And Maintenance Service Management System

In this paper, comprehensive utilization of ITIL and knowledge management theory and methods, Reference to domestic and foreign enterprises through the use of knowledge management to improve the experience of business services, to find the most suitable for Tianjin Broadcasting and TV Co., ltd. improve the operation and maintenance services, ways and means of operation and maintenance in the building of Tianjin Broadcasting and TV Service Management System be applied. This article describes the status of operation and maintenance management systems and shortcomings and the need to solve the problem. Through the Domestic and foreign enterprise's application of knowledge management case study, to understand knowledge management to enhance the role of services. In the text also referred to the distinction between information and knowledge, analysis of the knowledge needed in routine maintenance work, to explore ways of applying knowledge management methods and reference model. Through the understanding of knowledge management in the operation and maintenance management system for construction of the full application of knowledge management, knowledge management in order to tie in with the application in the system, through business process analysis, operation and maintenance sector organizations have been adjusted. In order to make knowledge more easily generate and store on the existing work, processes have been changed. Completed application in the system for some time, the system just on-line problems and difficulties of analysis and to develop appropriate solutions., After application of the system, an assessment of the effects, through the knowledge management application in the system to improve the employees to determine fault and problem-solving ability, so that experienced staff are more willing to share the experience of problem solving through the system can automatically generate maintenance work statistical reports, it is beneficial for maintenance of existing capacity analysis, which targeted to formulate improvement measures to achieve the system-building before the desired effect. and Finally presented a plan to further improve the system.