Telecommunications Enterprises, The Ministry Of Information Itil Applied Research

Shanghai Telecom Co., Ltd., as a long history of the IT companies, with a large number of information systems. Operation of the traditional mode, the information systems are independent operations, each using different channels for the maintenance and maintenance system, which not only inconvenience to users of use, causing serious waste of corporate resources. Starting in 2002, Shanghai Telecom has entered a three-year large-scale development of IT system, IT systems and IT resources of both the quantity and quality significantly improved with the core business operations of these IT resources of the increasing dependence.Faced with increasingly complex IT environment and the increasingly fierce market competition environment, the manager, must face a new problem: how to make these information systems secure, stable and reliable operation, that is, how to manage well, making good use of this huge IT System and funds of input.ITIL for the enterprise IT operation and maintenance of the system provides a framework for the management of critical processes and related best practices for reference, adopted a new business-oriented ideas to the reconstruction enterprise IT Operation System, is to solve the increasingly complex IT environment IT departments under the conditions of the conflict between business and a powerful tool.This paper reference ITIL theory, according to Shanghai Telecom for the ongoing management of IT services the major problems encountered, including the characteristics of Shanghai Telecom's own enterprises, identified ITIL implementation of the strategy and focuses on incident management, problem management, configuration management and change management processes.In Shanghai Telecom IT service management, incident management is rapidly respond to user service requests and fault reporting, service requests completed as soon as possible and solve the fault and restore service management major problem is failure to resolve the root causes and eliminate hidden dangers and prevent the issues and events Recurrence; configuration management is the management of Shanghai Telecom IT asset allocation and related information to support efficient processes related to accurately; change management is the main change for approval to take full account of risk, making changes to the smooth operation, reducing the change Negative impact. In this process four to complete their respective missions at the same time, they are also co-delivery of information, mutual support and common for Shanghai Telecom to provide high-quality IT services.Through the full implementation of ITIL, Shanghai Telecom to establish an IT management processes and improving the internal IT Operation conditions, greatly improving the speed and solve the problem of the quality of services so that enterprises within the relevant information to support more open and transparent, so that support services The information more complete and effective and to achieve knowledge accumulation and knowledge management, and help enterprises to better quantify the internal management and optimize the set targets, ultimately for the business sector and provide higher quality services and Enhance customers' satisfaction.