Sichuan Telecom IT Service Management Issues And Solutions Based ITIL

Information technology(referred to as IT)has become the core competence of a telecom enterprise in the mobile Internet era.With the continuous innovation of business needs and customer requirements,more and more information systems are put into production and operation processes,while the conventional IT management means and mechanisms are incapable of supporting cluster management requirements of large IT systems of telecom enterprises.Telecom enterprises are in urgent need of IT service management concepts that help to arrange the organizational structure,business process,work timeliness,operational risk and cost control so as to significantly improve IT operational management and quality of service and to enhance core competitiveness.Based on the analysis and research on Sichuan Telecom IT service management issues,this paper introduces the theoretical approaches of best practices of IT Infrastructure Library(ITIL)-based IT service management and accordingly,designs the IT Service Management(ITSM)approaches,processes and tools to address the Sichuan Telecom issues above,thus improving the IT implementation and enforcement efficiency,IT service quality,and ensuring system operation to meet changing business needs and service requirements.Specifically,on the basis of the ITIL implementation situations of the telecom enterprises,this paper analyzes and researches the current deployment of IT systems and production and operation of Sichuan Telecom;summarizes the issues in inter-system relationship,service processes and management and monitoring tools of Sichuan Telecom IT;provides the solutions and strategies,plans,evolution programs and process optimizations according to the latest ITIL version(ITIL V3);verifies those IT service management solutions through the cases of faults and customer complaints by setting the service platform.