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News Journalist: Since 2003, Novots has taken over IT operation outsourcing service of HuaRong.How do you read the sentence of IT operation outsourcing service?
Answer: Tell simply, we usually divide IT system into two parts. One is technical platform, and the other one is application platform. And then through its life cycle, it is divided into construction platform and operation platform. IT operation outsourcing service is just making sure the phase of IT system operation is stable and reliable. In other words, is just ensuring IT foundation platform is normal operation.
Journalist: As an IT operation servicer, what are the relations between Novots and other hardware manufacturers? Whether the two firms collide or not?
Answer: Our relationship is cooperation and complementary. We have signed a technical support agreement with these manufacturers, these manufacturers often as the third line support staff. Because our customers also use their products, such as HuaRong.So they need to provide technical support.
If have trouble, the first line engineer of Novots will find out the method of solve this problem. If can not do it, and then will transmit to the second line engineer. But if still have technical trouble, we will contact these manufacturers’ technical support staff, they will as the third line experts to provide support. So we are a kind of cooperation relationships.
Actually, both sides look at the issue from different angel.Novots look at the issue from supporters.
For example, the supporter have trouble, they maybe don’t know which manufacturer’s facility have problem. According to customer’s problen, we analyze the reason of the problem. If confirm the manufacturers, we will contact related facility manufacturer. For these vendors, customer also pays for his service. So we have no collided.
Journalist: As an IT outsourcing servicer, you and IT department is how to divide the work and cooperation?
Answer: Our relationship is also cooperation and complementary. We can see some enterprises ever transmit all IT Departments to outsourcing servicer. But through practice, everyone doesn’t do it like this in these years. Because people realize that enterprise management is impossible transmit to outsourcing servicer.
Enterprise can take a management position to outsourcing servicer. Such as CIO, but the CIO must stand on the position of enterprise to manage IT Department. If all the IT management was outsourced, it will lead to opposition and difficult in communication. At the same time, it will be added extra cost, because there is no one can survey IT from enterprise management and business needs. So the job of manage IT must have own firm’s staff.
IT Department’s duty is according to business strategy, it is responsible for IT construction and operation, and to determine our staff need what kind of service level, and select vendor and monitor the vendor provide good service.
Journalist: What kind of service Novots can provide in HuaRong?
Answer: According to customer’s need, our service is divided into two parts: Foreground Desk Maintenance and Background System Server maintenance and operation service. There are 3 engineers in foreground to support over 200 people in HQ and more than 30 offices all over the country. There are 3 engineers in background to support more than 200 servers in HuaRong.
Generally speaking, if customer have problem, first they will call the Hot Line which Novots has set in HuaRong.The first line engineer will record the problem and initial diagnose. If they think they don’t solve the problem, they will transmit the case to second line team, they will do it.
Some of key of Helpdesk
Journalist: What is the specific in HuaRong Helpdesk? And how do you promote effciency? Do you have some good experence and methods?
Answer: The specific falls into three parts: IT Assets Management, Helpdesk Service, and Administration Work Supporting, the main business is Video Conference Support.
The usually way of Helpdesk is the engineer receive a Hotline, they will do their best to solve in remote way, seldom go to the scene. So it will take up the Hotline long time, so user satisfaction is not high.
For HuaRong project, we combine the best practice of ITIL with actual situation. To stress customer and emergency incident, we will priority improve scene service. The customers in China accept and approve the service, so the User satisfaction is high.
At the same time, we definite advance a basic requirement for engineers—Responsibility. That is a engineer receive a service request, he must be in charge of recording, classifying and maybe transmit to other second line or the third line engineers until the problem has been solved. And we request the engineer who has first answered the Hotline to tract the incident. Because if too many engineers contact the customer, the responsibility is not clear, it is easy to make customer disgust or the problem can not be solved in time.
Journalist: Novots how to manage the engineers who have stayed the customer’s office long time?
Answer: You shall do it well.First, we request our engineers are familiar with customer’s enterprise culture, and integrate working atmosphere. So when the customer needs engineers of Novots to solve problem, we can stand the customer perspecive.Urgent need of customer and customer’s thought.
Different System Service
Journalist: What is the different between Background System Operation and Helpdesk?
Answer: The most obvious different is that helpdesk is point to point, that is one engineer to one customer. But Background System is point to side. If the server have problem, it maybe influence hundreds of customers can not work. The effect will be serious. Customer’s Background System is business core. Customers are very appreciating the service. So we request staff stuff and service service management is higher than Helpdesk.
First, according to the characteristic of Background System, we take long time to employ engineers. On one hand, he can bear the pressure and pain. On the other hand, he must have teamwork spirit. Because some systems move or update need to work whole night or over time.
Next, we make a detailed record in the work. We can provide a system operation weekly report and monthly report according to customer request, and communication conference. We can provide a summary report to customer every season and half year.
In addition, in order to search the document at any time, we can classify related project document and put it on the server. According to the server’s characteristic, we record very detailed operation in the daily record of work. Every engineer in charge of one part,and update the document regularly.
Except Background System operation and maintenance, and another main duty is provide optimization system and improvement suggestions to customer. To a great extent, we stand on the position of the customer perspective to manage IT. We should how to do and what to do to support enterprise business better.
Journalist: Could you give me example to explain what suggestions Novots put forward, and what help for HuaRong?
Answer: For example, there is no special system to auto distribute applet client’s patch, just auto distribute to server.
So, desk applet client need to download patch in time to make sure system stable and safe by themselves. Their safety awareness is very weak for non computer major End User, they think the patch is not very important, so it will add workload of Helpdesk. Because don’t install the patch in time, the computer system is easy to attack by virus.
Based on this, we synthesize customer opinions, and then put forward auto distribute system by applet client, and plan careful and wide publicity. By carrying out, we make applet client system update in time and convenient, to avoid potential safety hazard.
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