IT Operation And Maintenance Process Design For Company A On ITIL Theory

Company A, as a provincial level telecom operator, has a leadership intelecommunication market shares. Mobile communication being the core business,Company A has developed full-service operations and made more comprehensive and moreadvanced information constructions and applications in such fields as network management,business support and inner management. In the background of increasingly fiercecompetition in telecommunication industry and more pursuit of high efficient and leanmanagement, now how to improve the service quality and supporting efficiency of themanagement and business has become an issue which should be considered by the ITdepartments.Therefore, the author, based on the actual needs of his company and the theory systemlearned from MBA, chose this subject after sorting out his work and careful thinking.This paper studies the operation and maintenance in the inner managementinformation system for Company A on ITIL theory. Starting from IT operation andmaintenance process, it demonstrates the management improvements conducted for the ITdepartments, safeguarded by the following five aspects: personnel concept, team culture,position responsibility design, personnel quality and technological means.