Research On TECT Company IT Operation Management

The role of IT operation and maintenance management is to enable IT departments to improve service quality,better protect the continuous operation of the company's business,and improve the competitiveness of enterprises.Tianjin Port Euro Asia Container Terminal(TECT)Co.,Ltd.is a subsidiary of Tianjin Port Group.Its container handling business process is highly dependent on IS.Due to the continuous occurrence of IT incidents,the IT operation and maintenance personnel responded to and solved the long failure time,resulting in a pause in unplanned production.The business department was dissatisfied with the low efficiency of IT operation and maintenance.Based on the Information Technology Infrastructure Library(ITIL),fault and knowledge base theory and process analysis methods,this paper takes TECT as the research object and analyzes the status and problems of the company's IT operation and maintenance management.In terms of personnel and technology,the company proposed and formulated the company's IT operation and maintenance management improvement program to realize the transformation of IT operation and maintenance management from passive processing to active control.First,analyze the company's IT operation and maintenance management status,and use the fishbone diagram method and historical data-based technical analysis to analyze and refine the causes of these problems.Then,the ITIL theory and process analysis method are used to formulate the operation and maintenance process and personnel improvement plan,and supplemented by the technical method of the known fault knowledge base compiled from historical data as the process support.Finally,implement an improvement plan,develop safeguards to ensure the smooth implementation of the company's plan,and develop a continuous improvement plan.Through the analysis and improvement of IT operation and maintenance management,the speed of solving the problem has been improved,and the average response time and time to resolve the problem have been reduced to 41.3% and 36.5%,respectively,to improve user satisfaction,and to IT for peer companies.Operation and maintenance management provides information with reference value.