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How important is the operation and maintenance process? I heard it can save 2 million a year?
2022-04-23 15:52:00 【Jiawei blue whale】
Original text ： Jiawei blue whale service number Data download ： Click here
I believe that the management of many enterprises have faced such problems ：80 after 70 It is relatively easy to manage after , and 90 after 00 Later, he was born in the Internet era with relatively rich life , Outstanding personality , How should we manage to improve the efficiency of the organization ？
Mr. Tuqin talked about , I once heard the answer of a McDonald's Executive ： Assimilate their thinking with enterprise value , Assimilate its behavior with process . for instance , Recruits can feel the of entering the army on the first day of entering the army （ technological process ） The first step is “ obey ”, The next person will know how to stand when he sees the neat and uniform line . For another example, Huawei's values are “ Take the striver as the foundation , Customer focus ”, When new employees enter the job, they will be trained , And put the enterprise values into the process , Let employees deeply understand and experience in their daily work .
Mr. Lin Tuqin is the lecturer of this live broadcast , I will take this opportunity to share with you customer cases , Let you gain something . The live broadcast will start from the necessary description of the process 、 Sharing of operation and maintenance process construction cases 、 Summary of successful experience of the case 、 Not satisfied with the four aspects of operation and maintenance process construction .
One 、 Description of the process
The process has at least 4 Core uses ： Teamwork 、 Talent replication 、 Experience precipitates 、 Service efficiency evaluation .
- Teamwork ： The standardized process makes the cooperation within the same department orderly , Cross departmental collaboration reduces collaboration resistance
- Talent replication ： New hire , As long as you follow the process, you can get started quickly , There is no need to worry that the resignation of individual employees will have a great impact on the team work
- Experience precipitates ： A long iterative process , In fact, we have accumulated the experience of our predecessors , It is an efficient implementation scheme in the enterprise , At the same time, it can avoid repeated stepping on the pit
- Service efficiency evaluation ： With the data and analysis accumulated by the process , In order to evaluate the work efficiency of the team and the provision efficiency of enterprise services
However, it is also necessary to clarify some potential misunderstandings about the process . First, processes are not tools , It's a process , It's the order of doing things , And the process needs to rely on process tools （ mail 、OA、ITSM）. secondly , About the construction sequence of processes and tools , We should sort out the existing process first 、 Draw the flow chart , Select and build process tools only after confirming the requirements , Then implement the flow chart into the process tool . Last , This time mainly introduces the process tools , It's not about how to design the process .
1. Build the basic information base on which the process depends
In fact, the process is not so easy to build , There are certain dependencies . Build the basic information base on which the process depends , To make the process more efficient . The form shown in the figure below , The form application process when employees apply for computers , The two fields of computer brand and model and computer source are selected through drop-down , Manual input is not required , This can avoid different people's word habits .
The above is just a relatively simple example , In practice , The basic information base on which the operation and maintenance process depends is generally built by enterprises CMDB（ Configuration management database ）. As you can see from the following figure CMDB The host model that has been built in , The model contains many fields ：IP、 Virtual machine 、 Cloud vendors and so on , That is to say Excel The head of the form . When we build the model , It also specifies which fields should be included in the instance's resources , Data needs to be entered or imported manually .
Click to see ： How to apply to CMDB in ？
2. Build the service directory that the process depends on
In addition to relying on the basic information base , Also rely on the service directory . Through the construction of service directory , Let the process work in tandem . Want to understand the service catalog , First of all, we should understand what service is ： Service is what the enterprise should do to help other departments or their own departments . For example, in the service directory in the figure below , The service provided by the computer room is that when someone enters the computer room, they need to report first , Entry is only allowed after reporting , It also includes some response time and delivery time . that , A service directory is a collection of services , Provide description and SLA Etc .
Two 、 Sharing of operation and maintenance process construction cases
1. The customer is in pain
This part comes from real customer cases , There is a lot of pain in the process of operation and maintenance ：
- Poor experience with existing tools ： The use experience of existing process tools is poor , The operation is complicated 、 The interface is ugly 、 There are many functional defects 、 Unable to perform statistical analysis .
- Switching between multiple systems ： Event management 、 Problem management 、 The change management process is implemented in three independent process systems , Users need to switch between different systems .
- Work efficiency depends on relationships ： Employees are looking for people they know best to serve ,IT Resources cannot be allocated effectively and efficiently .
- IT Service efficiency is low ：IT Service efficiency is low , Poor quality , Customer satisfaction is low .
In order to solve the above pain points , After the project is approved, start to build the contents related to the operation and maintenance process , From demand confirmation to ITSM、CMDB、 The unified alarm center is online , Probably used 4 Months （ See the picture below ）. meanwhile , We empower our customers , After two weeks of development training based on blue whale platform , almost 1 There is a customer self-developed one in about months SaaS Application online .
2. Project construction achievements
CMDB Improve data accuracy ：CMDB Data accuracy from 95% Up to 98.5%, Provide accurate data support for operation and maintenance scenarios .
Process design is simple and fast ： The operation and maintenance process takes only a few days from design to launch . Process design is no longer strongly dependent on developers , You can flexibly customize the design and arrange the operation and maintenance process on demand .
High work order processing efficiency and high convenience of mobile terminal ：2 Annual cumulative work order quantity 129046 single , Peak daily activity 732 single , The service desk has handled work orders for 7763 Remaining times , Improve the efficiency of examination and approval 50%, The overall customs clearance rate is from 85.3% Up to 97.54%. By car 、 Walking and other scenes where you can't use the computer , You can use your mobile phone to view work orders and receive alarm notifications .
Connect alarm and process tools ： The unified alarm center is naturally the same as the O & M process management , The average monthly alarm events are automatically converted into work orders 600+ single .
Since the research SaaS Applied precipitation ： For half a year , Service requirements around the operation and maintenance process , Average 1 About months to create 1 individual SaaS application .
The customer is on ITSM Almost a year later , Saved almost 200 ten thousand . in other words , The right tools can be put into use , Let the enterprise gradually return to its capital in the next few years . Other values brought by the project include ： The error rate of operation and maintenance is reduced 、 The timeliness of event handling is higher , Meet regulatory requirements 、 Make it easier for the traditional operation and maintenance team to transform into an operation and maintenance development team , From manual operation and maintenance to automatic operation and maintenance 、 Process construction, agile business support, etc , As shown in the figure below .
Click to see : ITSM Seven steps of frame landing
3、 ... and 、 Summary of successful experience of the case
Although the situation faced by each enterprise is different , But there are still some common pain points and solutions . There are many factors for the success of this project , Three points are particularly worth mentioning ：
- Party A's key role （ Leader 、 management layer ）： Compare two items with the same time dimension , One success one failure , Leadership plays a key role .
- Maturity of Party B's products ： Compare different time dimensions , One success one failure , Product maturity plays a key role .
- The correct order of implementation ： Only when both parties have the same goal , Based on a mature product and correct implementation sequence , To succeed .
1. The key role of Party A determines the success or failure of the project
The construction of service catalogue involves dozens of enterprises 、 Process construction of hundreds of services , Leaders need to pay attention to and unify the goal of building a team , Leaders' understanding of automatic operation and maintenance affects the trend of the project . besides , The construction of operation and maintenance process requires a special construction team , Leaders are also needed to help build teams . After the completion of service construction, we need to vigorously promote , If the promotion encounters resistance, leadership assistance is also needed . thus it can be seen , The success of this project , The role of Party A's key role is self-evident .
2. The maturity of Party B's products determines the satisfaction of the demand
If a product is not mature enough , The needs of customers are not met , It is also difficult to make the project complete successfully . We ITSM Our product capability supports many construction achievements , High product maturity , This also plays a vital role in the smooth progress of the project .
① High performance and high load ：ITSM Based on blue whale platform , It can meet the use needs of hundreds of thousands of users in enterprises , by “ High work order processing efficiency ” The construction results provide basic performance support .
② Support mobile end ：ITSM At the same time provide PC Interface between mobile terminal and mobile terminal , Provides the possibility of mobile office , by “ High convenience of mobile terminal ” The construction results provide basic functions .
③ Flexible process engine ： The process engine supports the rapid transfer of the designed flow chart through drag and drop , Into the process in the operation and maintenance process management tool , achieve “ Process design is simple and fast ” The construction achievements of . Only a flexible process engine , To meet the current needs , And match the future development needs .
④ good API Design ： Provide API Design , Hejia is the natural connection and linkage of other products of blue whale , by “ Connect alarm and process tools ” Remove obstacles to the achievement of .
Of course , The blue whale platform has more than just a process engine , There are also automation engines and portal engines .
① Blue whale process engine ： Provide visual arrangement of process scenarios , Built in manual 、 The examination and approval 、 jointly sign 、 Automation node , Support custom form design of process nodes , Support process parallelism 、 Serial 、 Branch design .
② Blue whale portal engine ： Provide custom drag and drop portal layout , Built in rich component library 、 data source , Realize personalization through permission control 、 Multi tenant portal .
③ Automation engine ： Provide cross system scheduling , Support the built-in module of blue whale platform + Of external systems API Access capability , Realize automatic job arrangement and task module , Serve agile delivery .
our ITSM The product is developed based on the blue whale R & D and operation integration platform , And the blue whale platform PaaS platform 、API gateway 、 The front and rear end frames are designed to support “ Since the research SaaS Applied precipitation ” The construction achievements of . In the process of development , Save some code writing , Shorten development time .
3. The correct order of implementation
First of all, we can't build at first ITSM Tools , Because tools are very dependent on enterprise processes . therefore , First sort out the existing operation and maintenance process and draw a flow chart . meanwhile , We also need to sort out the needs of operation and maintenance scenarios , Because the demand of operation and maintenance scenario determines CMDB The model and fields to be placed in . After the process and operation and maintenance scenario requirements are sorted out , Before construction CMDB. After all the above are processed , Then start building ITSM Process tools , Because some functions of process tools are to ensure CMDB Accuracy of data . At this time, if necessary , You can build an alarm center or self research SaaS, If you don't know how to do it yourself SaaS, We will also empower enterprises through training SaaS Development .
Four 、 Not satisfied with the construction of operation and maintenance process
1. Integration of R & D, operation and maintenance
Blue whale platform can not only realize the automation of operation and maintenance process , It can also connect the operation and maintenance process with the R & D process , Realize the integration of R & D, operation and maintenance . More specifically , Is to automate the operation and maintenance scenarios and DevOps docking , From requirements to development and then to application launch 、 Offline life cycle management .
2. Enterprise service process （ESM）
Again , Through the blue whale platform , We can also extend the operation and maintenance process to the enterprise service process （ESM）. Enterprise service management is to define each department of the enterprise as a service unit , Employees as consumers of service units , The enterprise service management platform is a bridge , The provider will connect with the consumer . The consumer can be an employee within the enterprise , It can also be a customer outside the enterprise 、 partners 、 Suppliers, etc . In this way, a large shared service center has been formed in the enterprise , So that service consumers can easily obtain the service support provided by the organization . With the help of ITSM Management 、 Technology and tools , Enabling non IT Service operation of the Department , adopt ESM The idea is to establish an enterprise level digital shared service center （ Enterprise service desk ）.
For this , We also have customers who have done . A bank passed Jiawei blue whale ITSM Support internal intelligent operation services , Make the service online 、 Normalization , It has greatly improved the efficiency of the enterprise .
- The response from users is enthusiastic ： Service enterprise employees 30W+, System daily life reaches 1W+, Monthly living 5W+, It has played a great value within the enterprise .
- The level of digitization has improved ：10000+ Online services , Visualization of the whole service process , Self service 、 automation 、 The digital level has been greatly improved .
- Service standardization 、 Efficiency improvement ： Unified service management , In charge of all supporting departments 8000+ Services , Include ： Human Resources Department 、 Planning and Finance Department 、 Risk management department 、 Operation management department 、 Legal compliance department, etc .
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