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Based on ITIL telecommunications enterprise IT operations management model and applied research

Author: XiangXueMing
Tutor: XiaYuanQiang
School: University of Electronic Science and Technology
Course: Information management and electronic commerce
Keywords: IT infrastructure library IT operation service management running management process
CLC: F626
Type: Master's thesis
Year: 2009
Downloads: 266
Quote: 5
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Abstract


With China’s accession to the WTO, the competition of telecommunications industry is more and more Fierce. China has been the largest country of the telecommunications users. In order to adapt the international competition, the domestic telecom operators urgently need to enhance the management level and service quality with the information technology, and enhance their core competitiveness.Since 1980s, the British Ministry of Commerce has proposed ITIL (Information Technology Infrastructure Library). ITIL has been supported by the almost all of global IT giants. IBM, BMC, Hewlett-Packard, Microsoft, CA and other well-known multinational companies respectively research and produce IT service management model and the corresponding software products based on ITIL. It has promoted the integration of IT and the business. At the same time, domestic scholars and IT service providers are also trying to research localization IT service management model and software products. However, the most of IT service management models’core are the standard ITIL eleven processes. While the standard eleven core ITIL processes can not contain or completely be suitable all industries or enterprises’all business processes. At the same time, previous study did not put organizational and personnel constructing and management institution on important position in the model. These are important factors of the IT service management implementation.The basic study idea of the paper bases on reading a lot of literatures at home and abroad, selects typical and applied value IT service management model and methodology, combinds with the conception IT operation service management of China Telecom IT Strategic Planning, and point out based on ITIL telecom enterprise IT operation service management model. Then we survey C telecom company satuation of IT operation service management, and take the IT operation service management model apply to the C telecom company. Finally, the paper makes solution for the implementation problems.Research methods are literature research and interviews in this article. Through literature research, the paper gaineds IT operation service management model based on ITIL. Through the interview survey of C telecom company, we obtain realistic basis for the implementation of IT operation service management.

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