Shulou(Shulou.com)06/02 Report--

With the rapid development of information technology, IT informatization has become an important platform to ensure the production and operation of enterprises. For an enterprise of medium scale or above, with the improvement of production business year by year, the construction of IT informatization is getting higher and higher, so enterprises also put forward higher requirements for service quality and operation and maintenance efficiency, which is no longer limited to the traditional simple IT service management. Pay more attention to how to make service management meet business needs, IT service management can "change on demand".

Tianyuan Group, founded in 1944, is a listed company, the largest chlor-alkali chemical enterprise in southwest China, with a history of more than 60 years of entrepreneurial development. Now it is one of the top 500 manufacturing enterprises in China, one of the top 100 enterprises in China's petroleum and chemical industries, the first batch of pilot units of circular economy in China, a national recognized enterprise technology center, and Chinese famous brand products enterprises. Sichuan Province has developed 10 billion enterprises and focused on cultivating large enterprise groups during the Eleventh five-year Plan. At present, the Internet information of the group company is developing rapidly, and the imperfect enterprise IT operation and maintenance mechanism makes the operation and maintenance department double the pressure and face great challenges.

I. the stumbling block in the way of information construction

Through the analysis, Tianyuan Group mainly faces the following problems in the IT operation and maintenance service:

L IT operation and maintenance mechanism is not perfect, and the process operation level is lack of unity.

No stable and standardized IT operation and maintenance mechanism has been established. The operation level of the existing IT operation and maintenance process is lack of unity. There is identification but no specification, treatment but no management, personnel can be busy with fire fighting, tools but lack of support, which directly affect the effect of the maintenance system.

L a lot of experience, not much knowledge, over-reliance on core personnel

The valuable experience accumulated in practical work can not be preserved as a written knowledge record. Operation and maintenance personnel rely on their own experience to solve problems, there is no unified knowledge base, engineers can not share experience, reducing the overall event and problem handling efficiency of the operation and maintenance team.

L the performance appraisal mechanism of IT operation and maintenance is not perfect.

Subjective performance appraisal is difficult to implement, objective performance appraisal is difficult to formulate, and fuzzy performance appraisal is difficult to be effective.

L lack of effective and perfect CMDB

Only the preliminary carding of key application system-related IT equipment and facilities, simple CMDB construction is difficult to meet the needs of the full implementation of information technology in the future.

Based on the above problems, in order to thoroughly solve this chaotic operation and maintenance situation, Tianyuan Group finally chose to work with ServiceHot ITSM to clean up roadblocks through the selection and comparison of several systems. ServiceHot arranges senior ITIL consultant experts and engineers to deeply participate in ITSM research, carding and design work, and applies its own professional ITIL best practices and landing experience to provide a strong technical guarantee for the smooth landing of the project.

Business architecture design based on ITIL best practices (figure)

II. Seven steps of Informatization Construction of Tianyuan Group

Based on the business architecture design of ITIL best practices, ServiceHot has developed the following implementation plan for Tianyuan Group:

1. Follow the ITIL process and finely manage the service

Combined with ITIL best practices, a standardized event management process is established with ISO20000 as the construction goal, and a closed-loop event handling process is realized through integration with the monitoring and management platform.

2. Standardize the change management process of group network equipment.

Establish the network facility change approval process from the group to the molecular company, reduce the risk of equipment change and improve the availability of the system.

Through the standardized and solidified IT service management process, we can achieve fast, efficient and satisfactory IT service.

3. Set up a unified operation and maintenance desk to improve the efficiency of operation and maintenance.

To achieve an easy-to-use and unified operation and maintenance service desk, users can self-initiate services through business classification to improve the service efficiency of operation and maintenance personnel.

4. establish a knowledge base, realize knowledge sharing, and increase the ability of team work.

Provide rich knowledge base and improve management, collect and establish operation and maintenance knowledge. Users can initially search for solutions through the knowledge base, such as FAQ and keyword retrieval, so that the problem can be solved with the minimum resource overhead and the fastest processing efficiency, and at the same time improve the processing efficiency of front-line maintenance personnel.

5. Build a unified asset allocation database CMDB to manage equipment and facilities in an all-round way

Record in detail the historical configuration information, contract information, equipment in and out of the warehouse information and access information of each equipment, so as to provide a comprehensive solution and analysis basis for problem handling. At the same time, provide accurate data support for IT change, deployment, budget, maintenance and so on.

6. Big data analyzes the report and presents the service value.

Build a unified report display and analysis platform. Analyze and display the data of the operation and maintenance management platform. Provide management with accurate, visual and rigorous KPI assessment data, and provide reference data for IT departments to continuously optimize and improve their service level.

7. Provide professional customized services to meet the needs in an all-round way

① sets up separate contract management and IP management modules, which are more convenient for management.

② establishes the duty management module, and develops the log display page of duty management, which is more beautiful and convenient, and realizes the dynamic intelligent assignment of process tasks.

③ special event intelligent handling flow, the system automatically shuts down the resolved events at 20:00 every night, and notifies users at 17:00 every day of how many work orders remain unresolved, and so on.

III. Implementation effect

The construction of Tianyuan IT service operation and management platform has been online for more than four months. Since its launch, the project has been highly valued by the leaders of various departments of Tianyuan Group. In order to ensure the overall quality of the project schedule, the ServiceHot implementation team has arranged senior ITIL experts and technical engineers with the full cooperation of various departments, in accordance with the principle of "overall planning, emergency first". It has gone through the stages of planning preparation, demand collection, analysis landing, trial iteration, promotion training and so on.

Project implementation steps (figure)

The ServiceHot ITSM IT service operation and management platform was successfully put into trial operation on May 9, 2019. According to the data statistics, the work order submission capacity of the system is 2207 in just a few weeks, including 472 event management processes, 15 problem management, 1284 service requests and 436 other processes. And achieve the configuration item data batch import and export, information query and other functions, complete the effective integration of ITSM with OA system, NC system, short message platform, monitoring platform and other systems. According to incomplete data statistics, after the ITSM system was launched, the IT process processing efficiency increased by more than 50%, and the end-user service satisfaction increased by more than 100%. For this reason, the head of operation and maintenance of Tianyuan Group spoke highly of the ServiceHot team and products!

Yongfu Technology and Product introduction

Yongfu Technology, which focuses on IT service operation management, is a leading IT SM software manufacturer and IT service operation management cloud service provider in China. At the same time, Yongfu Technology is the global ITSM2.0 advocate and ITSOM (IT Services Operations Management) global definer.

Yongfu Technology has been adhering to the concept of "letting you control every moment of IT operation service", so that enterprise-level IT service management has a "smart, collaborative, mobile, social" IT service operation experience.

Yongfu Science and Technology, is the deputy leader of China Information Technology Service Standard (ITSS) tool group, the development and application unit of National Information Technology Service Standard (ITSS), participated in the compilation of national standards, established three standards, and Yongfu science and technology product ServiceHot ITSM won the 2018 China IT Service Operation Conference "China IT Service Top Ten Outstanding products" Award (ITSM).

Provide Servicehot IT service management platform (Servicehot ITSM) and Servicehot IT service operation management platform (Servicehot ITSOM) products. The architecture platform based on J2EE can adapt to cloud computing deployment environment, and has good ease of use, scalability and configuration functions. It is suitable for the requirements of the company's current IT service process improvement, upgrading, business logic and process complexity and other environment requirements. And in large-scale state-owned enterprises, manufacturing, financial and other enterprises to complete the actual application and promotion.

The customer base includes finance, manufacturing, medical, government, logistics, Internet, service industry and other industries, including large enterprises such as China Mobile, Lenovo, IBM, Shougang, Changhong, Shandong Agricultural Credit, FAW Qiming, Huaxi Hospital, Luzhou laojiao, AVIC Xifei Group, Sinopec and so on.

Your attention provides us with unlimited power!

ServiceHot allows you to control every moment of IT operation service!

Welcome to subscribe "Shulou Technology Information " to get latest news, interesting things and hot topics in the IT industry, and controls the hottest and latest Internet news, technology news and IT industry trends.