BJ电信客户网络维护外包存在问题及对策研究

中文摘要

信息技术外包服务从上个世纪末发展到现在已经成为一种比较普遍的服务,用

户对信息技术外包服务方面的需求在不断拓展,从信息技术基础设施的建设外包到

应用软件的开发外包,从信息技术系统运行维护外包到信息技术整体战略的外包,

服务内容变得越来越复杂,需求也越来越趋于高端化。同时企业对于信息技术外包

服务提供商及其服务质量的要求也越来越高,信息技术外包市场势必将走向集中、

规范,服务提供商间的竞争将日趋激烈。通信运营商作为信息技术外包服务市场的

新入局者,要想在市场中站稳脚跟,迫切需要从面向网络的服务模式向面向客户的

服务模式转变,并构建相应的服务管理体系和流程等。

本文从BJ电信作为基础电信网络运营商转型的角度出发,首先收集分析国内

外对于IT外包和服务管理的理论研究现状,为实际问题分析和解决奠定理论基础。

其次总体分析国内IT外包市场现状及发展趋势,以及BJ电信客户网络维护外包

业务现状,得出BJ电信当前外包服务管理体系、流程优化的必要性。进而通过对

实际调研获得的资料进行分析和研究,总结BJ电信在客户网络维护外包服务管理

中存在的核心问题。接下来运用IT服务管理理论和ITIL模型对BJ电信客户网络

维护外包管理模式进行设计规划,提出BJ电信客户网络维护外包服务在管理模式、

服务策略、服务设计、服务交付以及运营维护等外包全生命周期的优化改进方案。

最后根据方案内容和BJ电信特点,提出具体实施途径。

关键词:客户网络外包管理模式服务策略运营维护

北余邮屯人学劬丨学位论义

STUDY OF THE BJ TELECOM CUSTOMER

NETWORK MAINTENANCE OUTSOURCING

PROBLEMS AND COUNTERMEASURES

ABSTRACT

From the last century to the present, IT outsourcing services has become a

relatively common services. From the IT infrastructure outsourcing to application

software development outsourcing, from the information technical system operation

and maintenance outsourcing to IT overall strategy outsourcing, users requirement of

information technology outsourcing services continues to expand, services become

more complex, requirement become more and more high-end. While requirements of

business for IT outsourcing service providers and their quality of service are also

getting higher and higher, IT outsourcing market is bound to move towards

centralization, standardization, competition between service providers will become

increasingly fierce. If communications operators as new players in the IT outsourcing

services market, want to gain a firm foothold in the market, it must change from

network-oriented services model to customer-oriented service model and build the

appropriate service management system and processes.

The article based on the perspective of basic telecommunications network

operators transformation.Firstly, the article introduced theoretical Research of domestic

and international IT outsourcing and service management, it is the theoretical

foundation for analyzing and solving practical problems. Second, the article analyzed

the status and development trend of the domestic IT outsourcing market, and introduced

the status of BJ telecommunications customer network maintenance outsourcing.

Through analyzed and studied the data obtained from actual survey, the article

summarized the core problem in the customer network maintenance outsourcing

services of BJ telecommunications. Next, using IT service management and ITIL model

theory, designed and planned the BJ telecommunications customer network

maintenance outsourcing management model,put forward the improvement program

for BJ telecommunications customer network maintenance outsourcing services

management, including service strategy, service design, service delivery and operations

and maintenance. Finally, according to program content and features of BJ Telecom, put

forward the specific implementation approach.

KEY WORDS: customer network, outsourcing, management mode, service strategy,

operations and maintenance.

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