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Overview
Telecommunication enterprises are more and more relying on the IT system. A carrier-level network is a complex system. The reason is that its scale is usually large and its system complex. Various network devices, servers, workstations, service systems and support systems are all extraordinarily complex and highly diversified. Even its safety subsystem is composed of devices of multiple types and from multiple manufacturers. There is generally great difference between them in terms of architectures, protocols, communications and operations. The difference further makes the systems more complex.
A “High quality” process brings about a “High quality” result. In the case of the super-complex IT system, it will not be much helpful to improve the service quality and security level of the entire system if only a certain NE or module of the system is improved. A more effective way will be establishing a highly efficient IT service management system, with the quality of our core service delivered as the objective of our action.
The key in designing a highly efficient IT service management system is how to control “Time delay” within the service level, rapidly realize communication and sharing between different layers and accelerate the response. Under the background of “Process rectification”, we should make the processes of IT management, security management and service management interconnected, perform tracing on the quality of end-to-end processes, and provide support to the whole action from the organization and performance appraisal.
Functional Architecture
Service process platform The platform provides functions of joint management, process management, order management and work order management, and also provides service personnel with tools for configuring processes.
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System management platform
It provides HR management, authority management and log management;
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Implementation dispatching platform
It performs graphic and intelligent dispatch in construction by means of GPS, GIS and personal access system (PAS).
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Service assurance functions
There are functions of fault handling, fault monitoring, parameter configuration and operation/maintenance experience database, allowing fault handling, controlling and analyzing.
Service Superiority
• Perfect configuration management, allowing configuration of fault types, fault levels, fault symptoms and fault causes, thus greatly reducing input operations by the supervisor during order handling;
• Differential fault handling is provided according to different professions, fault levels and client types, allowing different time limits for different joints of handling;
• There is association between faults and the information of customers, users and our customer managers, allowing higher level of customer care;
• There is association between faults and the NE health archives, allowing higher level of network maintenance;
• Periodic report of critical faults and major faults, allowing timely handling by fault supervisor and handler;
• Prompt of repeated customer-type and equipment-type faults, historic fault presentation, and query of the related operation/maintenance experience, providing basis for operation/maintenance;
• Automatic fault reporting: Fault alarming by System 112, No. 10000 and the central alarm system, and tracing/querying of fault handling conditions;
• Fault complaining, handling and monitoring crossing the local network is supported;
• Supporting online fault reporting and self- fault reporting by monitoring;
• Management/control throughout the entire process, one-point handling and closed-loop handling;
• Supporting manual and automatic management/control modes; the mode of prompting a new fault order can be customized, such as a voice mode, the voice can be customized, thus greatly facilitating timely management/control of fault orders;
• Full Web, whose operating mode is similar to that of C/S, enhances the availability of the system and caters to operators’ habits of use;
• An order can be dispatched to multiple joints concerned, can be dispatched time and again, can be returned, can be annulled and can be left over as an outstanding problem;
• Process tracing in graphs and words;
• Supporting prompt of normal, to-be-overdue and overdue fault orders; there are multiple prompt modes, and each mode can be customized;
• Multi-dimensional and multi-view-point query and statistics, providing basis and analysis for improving the operation/maintenance.
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