We have a comprehensive IT operation standard process system, 10+ years of Internet and traditional finance IT operation management practices, and service abilities far beyond the industry level. We introduce international best practice and methodology, learn from the good practices of our own and domestic well-known enterprises, improve customer’s IT management level, effectively deal with IT risks, and enhance IT value.
Through investigation and analysis of the current situation, we help the customer organization establish a scientific business decision-making system, set up efficient and reasonable service management system decision-making level, management level and executive level, improve the governance structure and supervision management and control functions, so as to improve the efficiency of the organization, enhance IT’s business support capabilities and reduce IT risk.
Based on the customer’s business needs, service objectives, management status and related certification needs, we help the customer build efficient IT process management capabilities, plan and implement process PDCA in the entire service lifecycle including service strategy, design, transformation, operation and continuous improvement to improve IT service capability and customer satisfaction.
We help the customer build IT service management system based on the customer’s organization management needs, referring to ITIL global best practices, and in line with ISO20000 international IT service management standard and industry regulatory requirements, so as to improve the team’s service awareness, standardize service management processes, meet regulatory requirements and international standards, and address the customer’s management needs. Our purpose is to help the customer realize IT service management process standardization and enhance IT value.
Referring to the ITSS (IT Service Standards) of the Ministry of Industry and Information Technology of China, we guide and standardize IT service management operations from the dimensions of compliance and maturity, improve IT service management level and competitiveness, improve IT service efficiency, enhance customer satisfaction, and pass relevant certifications.
We implement the business service-oriented IT service management philosophy, establish scientific and reasonable performance evaluation indicators, establish standardized IT service management process, and achieve the transformation from functional management to process management and service management. At the same time, advanced, practical and efficient IT service management tools are introduced in combination with the process system to realize the transformation from passive management to active management.
We establish, implement, run, monitor, review, maintain and improve the IT service management system. Through the planning and implementation of management responsibilities and service management, and the sorting of services, management and processes, we establish an effective customer-centered self-improving IT service management system to guide and help the customer obtain ISO20000 certification.
Background: Insurance company A is now laying more emphasis on customer satisfaction improvement、market reputation and competitiveness enhancement and investor confidence strengthening . Due to the new situation where business scale is growing and new business model is being introduced, management team of the company expect to integrate and optimize the IT service management process system of the organization, by following the standards and requirements of ISO20000, to sustainably support their strategic objective and business development.
1、Lack of governance policy and core processes.
2、Isolation among management processes
3、Lack of continuous improvement mechanism.
4、Low level of digital management support to IT operation
The IT operation planning expert team of Ping An Technology perform comprehensive research and analysis on the IT service management system, organization structure, maintenance operation, technology and facilities to obtain understanding of the current operation and implementation situation of IT operation, then formulate different policies and specific process optimization plans as following:
1、Operation standardization: by combining the PDCA methodology with the risk control management principle, redesign and optimize the operation workflow to improve stability, security and efficiency.
2、Process optimization: apply different tactics including standardization, supplement, classification and simplification to achieve process optimization.
3、Gap filling: design and add indispensable processes and standards to realize life-cycle management of IT service management system
4、Communication Improvement: enhance the training mechanism, strengthen the theoretical understanding of IT service management and reach consensus to improve communication
5、Execution: with systematism, instrumentalization and digitalization, transform documented processes and standards into implementation practice.
1、Improve the overall planning capability: optimize the organization structure, build-up holistic strategy, integrate isolated process and formulate a completed IT service management system.
2、Establish the mechanism of continuous analysis and improvement: achieve system self-improvement by setting up indicators, conducting regular review and performing supervision on rectification
3、Enhance capability of risk control, differentiate management tactics with classification and priority, improve risk control, enhance responsiveness in incidents and emergency management.
4、Assistance with certification: complete process document and records, obtain certification and enhance market competitiveness
1、Ideology innovation: with the improvement of management team’s understanding on comprehensive planning, closed-loop management and sustainable improvement, the value and status of IT operation improves significantly.
2、Concept unification: the company is able to reevaluate the position and value of IT operation and therefore reach consensus on core ideology of IT service management.
3、Team building: with workshop, training and free talk, improve IT service management in understanding and implementation.
Background: Information center B of Guangdong government department has built up call center，knowledge base and part of IT operation management process based on ITIL framework, therefore, it is in line with traditional IT operation criterion. However, with the development of cloud computing，big data and other information technologies, the operation management based on the physical host cannot fulfill the requirement of cloud platform operation. Lack of linkage and cooperation within the process management system became a pain. The management team expect to build up a ITIL service management system which is cloud computing oriented.
1、Lack of design in top level service management framework; lack of comprehensive planning in sustainable improvement，process linkage and closed-loop management.
2、Lack of effective mechanism in responsive to vulnerability and risk of key systems.
3、Lack of effective mechanism for handling critical event or emergency.
4、Weak process linkage, cannot adapt to cloud platform management.
1、The IT operation planning expert team of Ping An Technology adhere to the IT service life cycle planning principle and work out the IT service management policy, objective、management mechanism and requirement.
2、By combining the IT service management best practice, the expert team optimize the design for helpdesk management、service request management、incident management、emergency management、change management、release and deployment management and configuration management, enhance the linkage among processes, build up an IT operation management system which can be adapted to cloud computing platform.
3、Optimize five service management processes, add problem management and emergency management specifications in response to potential risk and emergency to improve the capability of emergency management.
1、Improve the standard handling procedure for service request, improve responsiveness to service request.
2、Optimize problem management process to improve proactive prevention and to enhance the capability to efficiently transfer known error and solution to knowledge base.
3、Build up mechanism of incident filter to improve responsiveness and processing capability by applying classification.
4、Build up standardization method and procedure for change and release and deployment management in order to improve success ratio for change and release and deployment, and reduce business risk.
5、Standardize the procedure for identifying, controlling, recording, reporting, auditing configuration items. Improves the integrity and accuracy of configuration management, Enhance the capability of configuration management from the perspective of supporting related process：such as change, incident and problem management.
1、Improve the organization efficiency by filling communication gaps among departments.
2、Strengthen the client oriented value, establish the preliminary culture of process management.
3、Fulfill the supervisory requirement, obtain stability and efficiency in IT operation.
Our expert team has 10+ years of IT operation and management experience in Ping An Group. Our clients are throughout the fields including insurance, banking, securities, investment, Internet, communication and healthcare.
We have a deep understanding of IT operation organization structure and management mode, can provide customized professional services and comprehensive IT service management solutions for different IT organizations to solve their IT operation management problems fundamentally.
We have a team of experts with many years of experience in Internet and traditional financial IT service management planning and consulting. We provide IT operation management planning and consulting services to Ping An Group and other financial and Internet industries. We have experienced the transformation and change of Ping An Group from V1.0 to V3.0 organizational structure and management mode. Therefore, we can provide leading IT operation planning, IT service system consulting, design, certification and other services for all kinds of enterprises and financial institutions.
We look forward to working with customers in various industries to build stable, efficient and continuously improved IT service management systems.