The integrated management platform has become a vital tool for manufacturing enterprises aiming to modernize and improve their operational efficiency. By implementing this platform, companies can enhance their business strategies across multiple areas. In light of the current state of information technology operations and maintenance in China’s manufacturing sector, and considering the service support models and habits of many enterprises, internal departments can integrate ITIL processes and ITSM (IT Service Management) concepts. This enables a unified online technical support system that serves all terminals and users, reducing the reliance on branch information managers.
Focusing on the integrated management platform allows for centralized handling of all service requests, with first- and second-line engineers working together to resolve various information management challenges.
**1. Establish a Unified Data Service Support Department**
A multi-channel service request method lays the foundation for automation within the IT department. It reduces manual input by engineers, ensuring seamless interaction between user requests and the service desk, and creating a direct communication channel.
**2. Streamline Information Management and Establish an IT Service Catalog and SLA Agreements**
Standardized service processes are essential for simplifying IT services. Creating an IT service catalog and negotiating SLA agreements with users helps monitor event progress in real time. Engineers receive alerts based on SLA protocols, ensuring efficient service delivery. This model is widely used in ITIL implementations, helping enterprises and service providers establish a structured approach to service management.
**3. Implement a Standardized Incident Management Process**
Incident management addresses emergencies, service requests, and alarms during daily IT operations, ensuring systems return to normal quickly. A standardized process enables full integration of control and management. When users submit requests, first-line support offers assistance, while complex issues are escalated to second-line experts or resolved through three-way calls. For on-site issues, technicians are dispatched to resolve problems efficiently.
**4. Build a Knowledge Base and Enhance Knowledge Management**
A comprehensive knowledge management process allows O&M personnel to store solutions to common issues in a centralized knowledge base. Users can access this through the help center, enabling self-service and reducing the workload of support teams, while improving customer satisfaction. Complex issues can be addressed through remote technical support.
**5. Achieve Proactive Maintenance and Solve Issues Before They Occur**
Through the deployed VE client, the system automatically records device hardware and software information, as well as IT asset relationships, managing the entire lifecycle of devices. Accurate configuration data supports quick emergency responses, and all maintenance and change records are stored and accessible at any time.
**6. Create a Standard Software Library for Efficient Software Distribution**
An embedded enterprise software library allows direct import of EXE, MSI, and script files. Through software distribution, batch silent installations are performed automatically, minimizing user disruption and reducing the workload of service personnel. This streamlines operations and improves efficiency.
**7. Develop an Asset Management System for Improved Lifecycle Control**
Establishing a standardized asset management system enables IT departments to track and manage all critical data related to assets, including inventory, tracking, and maintenance records. Centralized storage of asset-related changes ensures faster problem resolution when incidents occur.
Currently, many Chinese manufacturing companies face challenges in IT operations and maintenance, such as high procurement costs, declining sales, excessive capital usage, reduced competitiveness, and inaccurate data feedback. These issues hinder sustainable development. To address these, enterprises can utilize the EW integration platform within smart factory solutions. This platform helps solve “informed knowing + rational analysis + management improvement†challenges, provides timely reporting of key issues, identifies patterns from large datasets, and keeps businesses informed about their performance. This enables timely strategy adjustments, risk prevention, and improved operational efficiency.
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