Shulou(Shulou.com)06/03 Report--

In the era of ever-changing information, with the development and popularization of popular technologies such as cloud computing and big data, enterprises only pay more attention to IT operation and maintenance, not only to software and hardware maintenance and troubleshooting to ensure the normal operation of IT system, but also to rapid processing capability and user satisfaction, so enterprises usually use ITSM process system to connect all the tools needed by IT service. In the process of service, multi-party personnel communicate closely, solve the fault remotely and in real time through information means, and achieve the fine management of the service process, so as to improve the perception and satisfaction of end users. IT operation and maintenance, as a part of the overall operation of IT, is the top priority for enterprises to achieve information management.

With regard to the development of enterprise information management, IT operation and maintenance can not be achieved overnight. Huawei, a private communications technology company that produces and sells communications equipment, and the world's leading provider of information and communication technology (ICT) solutions, focuses on the field of ICT, adheres to steady operation, continuous innovation, open cooperation, and has a wide range of business, many innovative products and more complex. In the field of telecom operators, enterprises, terminals and cloud computing, it has built end-to-end solution advantages to provide competitive ICT solutions and products for operator customers, enterprise customers and consumers. To this end, Huawei has built a large number of contract factories around the world, such as Foxconn, Warburg Electronics, BYD, ZTE and so on, mainly in China, Singapore, the United Kingdom and other countries.

With the rapid expansion of enterprise business, the Operation and maintenance Engineering Department of Huawei Manufacturing Engineering has a headache to provide operation and maintenance services for many EMS factories, mainly in the following aspects:

● factory has a large number of users, users contact the engineer by phone, the fault phenomenon in the phone is not clear; the fault can not be quickly responded to and solved.

● factory users are scattered in various regions, telephone communication-recording and dispatching orders-arranging and solving, long process cycle, low fault handling efficiency, many problems are delayed and omitted, and there are many customer complaints.

● encountered a lot of problems, front-line engineers can not solve, need to consult R & D engineers, inter-departmental communication obstacles are even more difficult.

● engineers rely on their own experience to solve problems, there is no unified knowledge base, case base, engineers can not share experience to improve the ability of the team.

● relies on telephone, voice tools, remote desktops and other software to remotely deal with customer failures, the system is not unified, the operation is not convenient.

● has no data support service report, the work of engineers can not be reflected, customers complain that they are endlessly expanded, busy and futile.

After long-term research and demonstration, I decided to choose ServiceHot ITSM to build an intelligent IT service management platform, and mainly realized the following functions:

1. Establish a knowledge base to enhance the team's ability to solve problems as a whole.

● quickly accumulates team knowledge, solves solutions, expands knowledge storage, makes company information and knowledge orderly, and establishes a learning organization from the service process.

● publishes knowledge to users and service engineers through a unified portal. Users can solve problems by themselves, and engineers can improve their service ability by relying on knowledge and solutions.

2. Set up a unified service desk to improve work efficiency

Through the help button of the portal, ● users can initiate a session request directly to the help desk and quickly communicate with the help desk engineer. The user can also enter the engineer's number and connect directly to the engineer.

● provides a queuing mechanism to handle more failures concurrently to prevent users from being unable to contact engineers.

● unified response, overall scheduling, to ensure that each fault can be solved quickly.

3. Integrate voice, remote assistance and other tools to empower engineers

● engineers can initiate voice calls to users and communicate quickly through voice.

● engineers can initiate remote assistance applications to users and solve remote system failures through remote desktop operations.

4. Cross-departmental coordination to eliminate communication barriers

When the ● help desk engineer is busy, he can transfer the conversation to other colleagues at the help desk to assist in processing.

● can invite colleagues from the second-tier R & D department to join the conversation or voice to help them deal with the failure.

5. Manage and control the service process through the event process.

● online unsolved faults, automatically recorded as work orders, follow up to solve the problems.

● fault handling abnormal reminder, notify the responsible person or supervisor by email to ensure that the service is carried out timely and thoroughly.

● controls the response time and processing time of each node of the process through SLA and OLA to achieve fine management and control and improve the quality of service.

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

● big data report can reflect the service effect from many aspects, such as region, time, users, service personnel, organization team, quality and so on.

● 's detailed data support the improvement of operation and maintenance services by the management department.

Implementation effect

The construction of Huawei IT service management platform has been online for more than 6 months. Since its launch, the project has been highly valued by the company's leaders. In order to ensure the overall quality of the project schedule, all the engineers of the ServiceHot implementation team forget to eat and sleep day and night, with the full cooperation of various departments, in accordance with the principle of "overall planning, emergency first". After the stages of planning preparation, demand collection, analysis landing, trial iteration, promotion training and so on, the ServiceHot ITSM IT service management platform was successfully put into operation on July 18, 2019. Through the data statistics during the trial operation, the terminal failure resolution time has been significantly shortened, and user satisfaction has increased by more than 50%.

The smooth launch of the IT service management platform has helped Huawei enhance the overall image of the enterprise, accelerate the service response time to users, and provide a way for enterprises to further achieve standardized management and information sharing, and has taken an important step towards the goal of intelligent operation and maintenance and service transformation.

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.

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