Process Optimization Of Event Handling In The Operation And Maintenance Delivery Center Of DCITS

Since the 21st century,the rapid development of information technology has accelerated to economic globalization and integration.Enterprise market environment has changed greatly and how to respond more quickly in the market is the concern of the enterprise.Digital China Information Service Company(DCITS)is one of the earliest IT service companies in China.The operation and maintenance delivery center of DCITS manages customer service requests based on the event handling process.With the full opening of the market and the low entry threshold for the operation and maintenance service industry,the problems in the event handling process are becoming more and more obvious.It is an urgent task for enterprises to optimize the business process and ensure the operation and maintenance delivery in order to increase market competitiveness.Based on the above research background and on the basis of combing process management theory and virtual team theory,this thesis firstly analyzed the event handling process of the operation and maintenance delivery center in DCITS,and the main problems in current event handling process are identified,such as difficulties in personnel coordination,lack of back-end technical support engineers,the low utilization of field service engineer.Secondly,according to the theory of process management,this thesis optimized several key sub-processes in the event handling process,including the back-end support assignment process,technical resource implementation process and higher-level support process.The back-end support assignment process introduces the virtual back-end support team to participate in remote technical support,and divides the work according to the principle of matching the importance of the event and the ability of the engineer.The technical resource implementation process strengthens the responsibility of the project department in terms of technical resource implementation,and the project department should implement the personnel first before turning to the resource management post.The higher-level support process expands the scope of application of the process and emphasizes the standardization and timeliness of process implementation.Then,in the implementation phase of the optimization scheme,to provide a guarantee for the operation of new event handling process,the operation and maintenance delivery center changed its organizational structure,set up the virtual back-end support team,carried out personnel training,and improved assessment and motivation.Finally,this thesis summarized the implementation effect of this optimization scheme,and put forward some suggestions for continuous improvement in view of the existing problems.Under the guidance of the related theory,the change of the organizational structure of the operation and maintenance delivery center and the optimization of business process have been finished,which effectively solves the outstanding problems of insufficient back-end technical personnel and low support satisfaction.It guarantees the quality of service,improves the utilization rate of resources,and enhances the flexibility and competitiveness of enterprises in the market environment.This thesis provides reference value for the process optimization of operation and maintenance service providers.