CERNET Shenzhen Branch IT Operation And Management System Design

IT operation and maintenance of the research designed to further enhance customer satisfaction and expand market coverage. At the same time, it also helps to promote the value of both the client and branch and established a win-win relationship between customer and branch.CERNET Corp., funded by the Chinese government and directly managed by the Chinese Ministry of Education, is responsible for the operation and management of The China Education and Research Network (CERNET). Shenzhen Branch is responsible for Internet Service Marketing to universities, schools, education and research institutions and commercial clients in Shenzhen, while carrying out network operations and maintenance business. By now, the revenue from operations and maintenance of Information and Technology (IT) has become major source for total branch revenue. First of all, this paper analyzed the issues the branched faced during carrying out the IT operation and management business from sides of process, efficiency of human resources, and emergency support. Then based on the real situation of branch, the paper discusses process building about IT operation and maintenance and architecture of cloud service model focusing on the IT operation and maintenance advantages of cloud service models and related service processes. It also designed processes on event management, file management, human resource management, service level assurance management and training management based on research result. Finally, the paper suggested a series of assurance actions, especially on human resource assurance, capital assurance, reward mechanism, technical assurance and hot monitor.Solutions from this paper have fulfilled in branch and achieved good results. The headquarters has also recognized research. The significances of this research are as follows. First, the headquarters on marketing IT operation service can refer this research of Shenzhen Branch. Second, the solution suggested by this paper improved the performance of IT operation and customer satisfaction significantly. Finally, it can help other branches to conduct the business.