Design And Implementation Of IT Service Management System For Telecom Operators

In recent years, the swift widespread of the Internet has led to the increasing impact of Internet Plus and Big Data on people's daily life. People are able to interact with the Internet at all times, because the IT system provides connection and support from behind the Internet.The orderly construction and operation of the sophisticated IT system has therefore become a pressing problem that needs to be properly resolved. With the 4G licence released, the competition among operators has changed from the concentration of charges to the pursuit of service quality and customer experience. As a result, it has become a matter of critical importance for operators to solve the problem of how to improve the level of the IT service management and the IT service quality while reducing the risks involved in the operation of the IT system. At the same time, the current ITIL technology infrastructure library has become a hot research topic of IT service management in the enterprise, the daily management work is becoming increasingly important, but in the enterprise in the use of this technology there are many deficiencies.This dissertation first of all reviews the major IT service contents, the current state of IT service of a Shanxi IT operator, and the objectives and principles of the systematic construction of the IT service management. Based upon the survey data of the project needs,it points out that the current operators have the problems of incomplete framing structure, of inaccurate daily operational data, and of lack of immediacy. The three-level structure of the IT service management system is then examined from the perspectives of systematic functions and business procedures. In addition, the paper not only elaborates such functional techniques as incident management, problem management, configuration management,change management and release management, but also explains the various phases involved and their interrelationships, thereby providing detailed description of the corporate IT management procedure. Finally, a further analysis of the IT service management system of the Shanxi IT operator, and a summary of the characteristics of the IT support systems, which help demonstrate how the IT service management system should be deployed in the IT operator support system.With the help of a combination of the ITIL theory and the system projects of an IT operator, this dissertation attempts to improve the existing IT service management systems, toprovide a model for the relevant corporates to implement the IT service management method in the IT industry, and to prompt the IT sector to ultimately transform from a passive technical supporter to an active service provider. The idea of the IT service orientation, with the potential to provide corporates with better IT data, IT analysis, and management advice,would greatly improve the daily IT service's operational efficiency and management service level, effectively increase the internal customer satisfaction level towards the IT sector, and ultimately guarantee that profit maximization can better serve the objectives of corporate strategy.