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Telecommunications software, enterprise IT service management based on ITIL model and its application

Author: MengLingKai
Tutor: ZhuBaoPing；WuYueTao
School: Nanjing University of Technology and Engineering
Course: Computer technology
Keywords: IT Service Management Telecommunications industry Business Operation Support ITIL
CLC: TP315
Type: Master's thesis
Year: 2010
Downloads: 65
Quote: 0
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Abstract


With the issuance of national 3G licenses, the expansion of the full-service telecommunications operators, China's telecommunications industry, competition is heating up. As the world's largest users of telecommunications services in the country, China's three major carriers (Mobile, China Telecom, China Unicom) to adapt to the competition in the era of 3G services, customers in how to fight, how to increase ARPU (ARPU-Average Revenue Per User per average revenue per user) on the brains, increasingly dependent on IT to achieve their business objectives, and as an IT provider of telecom software companies to build a huge IT operating system for business development needs, such as: billing system, BOSS. CRM. Enterprise IT system construction has begun to take shape, build basic completion of the business system, the value and effectiveness of the next information technology will focus reflected in the operations and maintenance phase shift in business focus from technology to management, turned to how to improve the management level, quality of service up. Since the mid-1980s, the British Ministry of Commerce Information Technology Infrastructure Library-ITIL has been the full support of almost all IT giants. Hewlett-Packard, Microsoft, the BMC, CA and other multinational companies were launched based on ITIL IT service management model and the corresponding software products, and to promote the integration of IT and business to improve the quality of service. At the same time, domestic scholars and IT service providers are also actively trying to study the appropriate Chinese market IT service management model and its application embodiment. Model for IT service management in enterprise application implementation floor is difficult to assess the difficult problem. This study ideas on a lot of reading advanced literature foundation, select a representative, with application of the value of IT service management model and methodology, combined with the author in which the AL telecommunications software company IT project management experience in operation and maintenance services, Create ITIL telecommunications software enterprise IT service management model, then this model in the enterprise implementation of applications, through the analysis and evaluation of the outcome of the application value. The focus of concern in AL customized IT service management model through this transition from IT business systems development and construction to the management of IT services up from the the CMMI emphasis on the field of software development to provide quality IT service management to move closer. Ultimately achieve the broader applicability of ITIL-based IT service management model applied research.

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