IT Service Management for YUEXIU PROPERTY

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Introduction

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YUEXIU PROPERTY Co., Ltd. (formerly known as YUEXIU Investment Co., Ltd., hereinafter referred to as "the Company") was listed on the Stock Exchange of Hong Kong Limited (hereinafter referred to as "SEHK") in December 1992. Guangzhou YUEXIU GROUP Co., Ltd. (hereinafter referred to as "Guangzhou YUEXIU GROUP"), the controlling stockholder of YUEXIU PROPERTY, is a state-owned enterprise managed by the State-owned Assets Supervision and Administration Commission of Guangzhou Municipal Government. The main business of YUEXIU PROPERTY and its subsidiaries (hereinafter referred to as "the Group") is real estate development and investment. The business is mainly concentrated in Guangzhou and has gradually expanded to the Pearl River Delta, Yangtze River Delta, Bohai Rim and central regions.

Customer pain points

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The intelligent and digital development of YUEXIU PROPERTY is accompanied by the continuous deepening in information system construction, constant increase in the assets scale, increasing complexity in the architectural system, and constant changes in technological iteration, resulting in severe challenges to IT management. At present, the IT service desk only has simple functions such as ticket registration and dispatch, and cannot achieve process-oriented closed-loop operation and quantitative management of operation. However, the lean management, data empowerment, and improvement of service quality required by Yuexiu Real Estate cannot achieved by current IT operation management.

Lacking of regulations: Without rules and regulations, once a problem occurs, it is difficult to recover, and there is a potential safety hazard.

Incapability in process-based and closed-loop operation: The operation progress of events is unknown and needs to be reminded repeatedly, compromising user experience and service quality.

Much emphasis on construction and less on operation: No regulations are available to guide the transition from construction to operation, and no data is available to support operation.

Operation not quantified, no data support for decision-making: Relevant IT services are absent to support data, and therefore cannot provide effective inputs for decision-making by senior executives.

Lack of an IT operation knowledge base: Operation specifications and operation manuals are absent, easily resulting in deviations in the execution results. Abundant in types, but solutions, and knowledge are not consolidated into a knowledge base.

Lack of an IT asset and configuration management database: No unified platform is available for storing, presenting, and consuming the IT assets and application configurations at each level of IaaS, PaaS, and SaaS. Assets need to be collected and surveyed repeatedly upon new requirements, consuming huge manpower and material resources, and hindering the development of automatic and unified monitoring.

Solution

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Relying on project consultation, the implementation team, and the concept of Information Technology Infrastructure Library (ITIL), we can optimize the existing operation workflow and promote the concept of IT service management (ITSM). In addition, build an IT service work order system based on the ITSM process and informatization, so as to help YUEXIU PROPERTY quickly establish an efficient operation system.

System construction consultation and implementation

System establishment: Assist YUEXIU GROUP to establish an IT Operation service management system based on the status quo and future business development trends of YUEXIU PROPERTY.

Process optimization: Optimize the existing service console system to resolve a series of problems including nonstandard entries, low efficiency, difficult problem traceback, and difficult management.

Efficiency improvement: Resolve work orders, knowledge base, satisfaction, intelligent Q&A, incomplete system procedures, etc. based on IT service platform to arrive at more efficient operation.

ITSM Platform

Unified entry: The platform integrates office software including the mobile app, email, and OA portal to converge the service entry.

Mobile operations: The platform supports mobile operations, including work order management, intelligent Q&A, asset information query, Ywork.me automatic group creation, and Ywork.me extension function application.

Process transparency: The platform provides flexible and simple process configuration, instant chatting, work order status reminder, and other efficient process support capabilities.

Dataset asset visualization: The platform provides visualized reports of data analysis capabilities including employee profile statistics, multidimensional workload statistics, service console processing duration, and satisfaction, and hierarchical asset management capabilities, shifting from coarse management to refined management.

Platform architecture

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Values

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Microservice and container-based deployment: portable and low-risk quick deployment.

All-round mobile operations: integrated with the mobile app to support agile flattened work based on work orders.

Intelligent assistant: online consultation on IT problems, service requests, and automatic fault handling.

Knowledge atlas: problem handling suggestions, knowledge consolidation and reuse, online consolidation, and intelligent decision-making.

Configuration management database: based on a new-generation graph database to build software/hardware resource management based on cross-level service topologies and the service perspective.

Based on best practices of ITIL4: Best practices of ITIL4 are incorporated into process management of YUEXIU PROPERTY to take full advantage of the service value system, EPROS platform.

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