通信网络运维多维评估模型设计及应用

doi:10.11959/j.issn.1000-0801.2023094

Abstract

Abstract:

Telecommunication network operations and maintenance is a basic and critical work for communications service providers (CSP).At present, there is little public operations and maintenance information of CSP.In addition, it is lack of effective evaluation model of telecommunication network operations and maintenance.A multi-dimensional evaluation model of telecommunication network operations and maintenance was proposed, which took abalanced score card as a basis and was combined with long-term operations and maintenance work and research practice.The model was verified by applying different types of CSP, including international large CSP, innovative CSP, and high-growth CSP.

Key words: network operations and maintenance, communications service provider, multi-dimensional evaluation model, balanced score card

CLC Number:

TN915

Liang XU, Ye WANG, Ran ZHENG, Jiheng ZHANG, Ping YUAN, Xinyang LI, Yu TIAN. Design and application of multi-dimensional evaluation model of telecommunication network operations and maintenance[J]. Telecommunications Science, 2023, 39(4): 142-151.

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标准	性质	范围	适用对象	实施方法
ISO 20000	国际标准	IT服务管理	IT服务提供商	框架与流程相结合
ITIL	最佳实践框架	IT服务管理	个人，即管理者	咨询方法论，强调流程设计
ITSS	标准集	IT服务	适用于各个行业	服务体系搭建，强调需求分析

运维场景	国际大型电信运营商	创新型电信运营商	高增长型电信运营商
业务发放与数据配置自动化率	50%	79%	66%
业务质量和客户体验管理自动化率	33%	68%	44%
客户投诉处理自动化率	46%	82%	68%
应急保障与事件管理自动化率	43%	79%	48%
业务保障及性能管理自动化率	34%	79%	45%
客户问题自助服务自动化率	20%	30%	20%
告警过滤与预防预测自动化率	70%	80%	70%
全场景平均自动化率	42%	71%	52%

Design and application of multi-dimensional evaluation model of telecommunication network operations and maintenance

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