Application of Integrated Platform in Enterprise Information Management

The integrated management platform is an indispensable practical tool for manufacturing enterprises to achieve transformation and upgrading. Through the implementation of the integrated management platform, the business strategy of the enterprise can be upgraded in almost all areas. In view of the current situation of China's manufacturing information operation and maintenance, combined with the service support model and habits of many enterprises, relevant departments of enterprises can combine ITIL processes and ITSM service management concepts to provide unified online technical support to all terminals and users, and reduce branch information. Manager's requirements and dependencies. Focusing on the integrated management platform, all service requests are unified, and first- and second-line engineers are coordinated to solve various problems of information management for enterprises.

1. Establish a unified data service support department

The multi-channel service request delivery method creates a starting point for the automation service for the IT department, saves the engineer's manual entry of events and problems, realizes the seamless connection between the user request and the service desk, and establishes the most direct bridge of information interaction.

2, combing information management, establishing IT service catalog and SLA level agreement and user service model

The standard service process is the basic requirement for simplifying the service. It is necessary to establish an IT service catalog and negotiate with the user to formulate an SLA level agreement. The event processing progress can be monitored in real time, and the status of the engineer event is alerted in real time according to the SLA protocol, and is still in the ITIL implementation. The enterprise and IT service providers in the exploration stage have established a ready-made service management process model, which uses the service level setting of the service project to customize the service level through response time and processing time to provide users with standardized services.

3. Establish a standardized incident management process

Event management is to solve the emergencies, service requests, alarm processing, etc. in the daily operation of IT business, so that the system can resume normal operation as soon as possible to meet the requirements of the predetermined service level agreement (SLA), and integrate the standard event processing flow to realize IT services. Full integration of control and management. When the user sends a service request, the first-line customer service personnel provide technical services. When encountering difficult problems, they can transfer to the second-line expert seats, or they can work with the expert seats to form a three-party call. For problems that cannot be solved remotely, start the dispatch order and arrange the technician to solve it. It realizes the hierarchical management of services on the line, and also realizes the smooth transfer of online and offline tasks, and completes the smooth transmission of information.

4. Create a knowledge base and improve the knowledge management process

With a complete knowledge management process, O&M personnel can store common problem solutions in the knowledge base. Users can access the knowledge base through the help center, self-check and solve problems, which reduces the workload of the operation and maintenance personnel and improves the service quality. And user satisfaction. If you encounter complicated problems, you can also call the technical support center online to solve the problem remotely.

5, achieve active maintenance, solve the problem before it happens

Through the deployed VE client, the system automatically records the hardware information of the device, the software information, and the relationship between the IT assets, and manages the life cycle of the device. Timely and effective configuration information provides effective basic data for quickly handling emergencies. All maintenance records and change information are recorded and can be queried anytime, anywhere.

6, establish a standard software library, achieve software distribution, silent installation

Embedded enterprise standard software library, can directly import EXE, MSI, executable script and other files. Through software distribution, batch silent installation of software is realized, the installation process is automatically completed, and the execution result is recorded, the interference to the user is minimized, the workload of the service personnel is greatly reduced, the working time is shortened, and the operation and maintenance personnel can only formulate Plan and see the results.

7. Establish an asset management system and improve equipment life cycle management

Enterprise IT departments can establish a standardized asset management system to systematically monitor and manage all important data and events related to assets, including internal IT assets, asset inventory, asset tracking, etc.; all with maintenance information, fault records, and inventory status. Changes related to assets such as resource utilization will be stored centrally. When an event occurs, it can automatically establish an association to speed up the problem location and processing.

At present, many manufacturing enterprises in China still have many shortcomings in the operation and maintenance management, such as high procurement costs, declining sales performance, serious capital occupation, weakened competitiveness, inaccurate data feedback and so on. These problems will seriously hinder the normal development of enterprises. In this regard, enterprises can solve these problems one by one through the EW integration platform in the easy-to-use information smart factory solution. Through the EW integrated platform, it can solve the problem of “informed knowing + rationality analysis + management improvement”, and can timely report the key problems of the enterprise, discover potential rules from massive data, and timely understand the business operations of the enterprise. To help enterprises adjust their strategies in a timely manner to prevent risks and improve operational efficiency.