电子运维流程管理系统的设计与实现公司标准化编码 [QQX96QT-XQQB89Q8-NQQJ6Q8-MQM9N]目录CONTENTSChinese Abstart (Ⅰ)Chapter 1 introductionChapter 2Chapter 4摘要随着电信市场竞争的日趋激烈，新的形势对中国电信的市场响应能力、服务保障能力、业务创新能力、运营管理能力提出了更高的要求。
通信网络规模随着业务的需要在不断扩大，多种业务发展迅速。
新的技术、新的运营竞争环境使得电信运营商对运行维护效率、维护水平、维护成本控制提出了更高的要求，运行维护要从面向设备、网络转变为面向市场、业务。
因此，必须依靠管理创新和技术进步走综合化、集约化维护之路。
实现设备、人力、信息等各类资源的高效配置，使运行维护管理标准化、规范化，加强对市场和业务的支撑作用，建立以市场为导向，客户为中心，效益为目标的生产体系，实行对网络全专业的整合。
电子运维流程系统的出现为电信运营商的运维管理系统提供了全面的解决方案。
所谓电子运维流程系统，就是通过电子化来确保运维过程的流程化、工单化、自动化和信息化，快速传递并反馈管控信息，实现快速故障定位和业务恢复，从而提高对市场业务的支撑力度，提高电信运营商的服务水平、服务质量。
在系统当中应用当前比较流行的工作流技术，将一个个具体的工作分解成多个任务、角色，并通过一定的规则和过程，约束这些任务的执行和监控，达到提高企业生产经营管理水平的目标，且很容易对流程进行调整和优化。
通过电子运维平台，实现了对数据互联网、骨干传输网、话务汇接网、长途信令网等专业网络的维护以及申告故障、协调工作的电子化、流程化处理。
该系统的使用，进一步规范了移动设备管理及故障处理流程，提高网络维护工作的效率，缩短对网上故障的处理时限，为处理故障提供更加准确、迅速的绿色通道，同时为管理者提供了可供决策参考的第一手材料，使故障处理过程公开化、处理内容统一化、处理方式合理化、处理结果准确化、处理时间快速化。
目前已经成为日常网络维护工作不可或缺的重要组成部分，成为最强有力的后台支撑。
关键字：电子运行维护；流程管理；工作流；角色ABSTRACTWith the telecommunications market competition becoming more intense, the new situation of China's telecommunications market responsiveness, service support capabilities, business, innovation, operations management capabilities to a higher demand. Communication networks with the scale necessary business expanding at a variety of business has developed rapidly. New technologies and new competitive environment makes the operation of telecom operators on the operation and maintenance efficiency, maintenance level, maintenance of cost control has put forward higher requirements, operation and maintenance for the equipment from the network into a market-oriented business. Therefore, we must rely on management innovation and technological progress of taking an integrated and intensive maintenance of the road. Achieve equipment, manpower, information such as the efficient allocation of resources to enable the standardization of operation and maintenance management, standardization, market and business tostrengthen the supporting role, set up market-oriented, customer-centric and cost-effective targeting of production systems, the introduction of professional network-wide integration.The emergence of telecom operators for the operation and maintenance management system provides a comprehensive solution. The so-called Operation electron flow system, is through the electronic operation and maintenance to ensure the flow of the process, the single, and automation and information technology, fast delivery and feedback control of information, achieve rapid fault location and business recovery, and thus improve market operations support efforts to improve carrier service levels, quality of service.Application systems are at present relatively popular workflow technology will be a specific job into multiple tasks, roles, and through certain rules and processes, these constraints and monitoring the implementation of mission to improve the management of enterprise production and management levels objectives, and is easy to adjust and optimize the flow.Operation through electronic platforms, implementation of data the Internet, the backbone transmission network, network traffic aggregation, long-distance signaling network, such as the maintenance of professional networks as well as the declaration of failure tocoordinate the work of Electronics and flow of treatment. The use of the system to further standardize the mobile device management and fault treatment processes, improve the efficiency of network maintenance work to shorten the on-line time limit for treatment failure, in order to deal with failure to provide more accurate and rapid green channel at the same time provides for managers reference for decision-making first-hand materials, so that failure of treatment process is open, the contents of a unified treatment, and treatment methods to rationalize the results of treatment accurately, and the processing time of Express. Has now become an indispensable day-to-day network maintenance an important part of the background to become the most powerful support.Keyword: EOMS; BPM; WorkFlow; Role第1章绪论开发背景当前基于TMN标准的网管系统的建设和应用在网络日常维护管理中发挥了重要的作用，由于网管系统侧重的是对设备的管理功能，而人是生产力三要素中最具有决定意义的要素，因此，实现以人为主体的业务流程的管理则成为贯穿网络管理过程的纽带[1]。
目前的电子运维系统虽然实现了工单的派发，在日常的运维调度中发挥了较好的作用，但工单的派发属于例外工作的管理，而例行的工作流程并没有涵盖其中。
网络部虽然制定了各种各样的管理办法和规章制度，但由于缺少IT系统的支撑，缺少对业务流程的监控手段，管理人员无从发现流程执行中的瓶颈或问题，具体说来，目前的系统在以下方面存在改进空间。
1. 部分流程没有制度化，没有形成规范化文档，知识和经验的积累得不到有效共享。
2. 部分流程中执行的角色和活动所需要的模板需要更加明确。