The way to the Cloud Platform transformation and upgrading the Ufida IT service management platform

It has been said that today's software vendors and IT service vendors are increasingly difficult to distinguish between the main reason is that the developed network and advanced technology will bring us greater application expansion opportunities, while traditional software vendors are seeing the changes brought about by the Internet, and using these new changes to bring users more based on the value of the cloud.

As Asia-Pacific's largest local management software manufacturer, Ufida in China and the Asia-Pacific region has a strong enterprise management software research and development system, training services Network and a complete industrial ecosystem. In the era of cloud computing, Ufida IT Services Cloud Road how to go? Recently, Ufida high-end service product manager Han Lifang, midrange service product manager Ma Chun received CSDN exclusive interview.

The current situation of IT service management

IT service management should not only combine with the business, but also form a unified platform within the enterprise to meet the challenges of the Internet. Ufida Han Lifang told reporters: as the Asia-Pacific region's largest management software vendors, Ufida will be the focus of IT service management and business docking, as well as the integration of management software, so good to achieve it and business integration purposes.

"In the past, large group companies, their molecular companies use their relatively independent systems, IT services are responsible for their own units of it operation." Today, the large group based on the Internet model to establish a unified platform, forming a centralized operating platform. "Han Lifang Introduction:" The group is layered inside, the original traditional it operation is limited to the hardware network. When the group completes the Platform of Hardware and network, the management software operation dimension involves many business requirements and changes, which differs greatly from it hardware change and configuration management. But at present basically the market third party's ITSM software cannot reach this kind of intensity management, under this kind of background, Ufida has launched own IT service management platform. ”

The previous management software and it foundation platform is fragmented, customers in the use of management software process encountered problems, manufacturers need to provide solutions, are passive services. How to become passive and active, let the service get more satisfaction. Ufida in customer service, the Instant Messaging function, remote mode, voice mode are integrated into the help desk, and help desk is dynamic, can be real-time access. Customers can not solve the internal operation of things, it allows Ufida directly involved in customer service platform to help provide solutions.

Now the enterprise IT architecture is generally divided into two kinds: the first is the system architecture, mainly operational, and the second is the business structure to development-oriented. In everyone's view this is two different ways, Ufida has a more advanced point of view. Ufida Ma Chun that: business is the driving force of it construction, these two architectures should achieve seamless integration.

"Originally is the business to go in front, the technology walks in the back, now is the technology for support; now is not to ' do enterprise information ' concept, but to do an ' information enterprise '. To achieve seamless integration between the two architectures, it needs to be business driven and it will change as business changes. "Ma Chun said:" In many enterprises, there is a disconnect between IT support staff and business personnel, management systems and business systems fault each other, and Ufida integrated Enterprise information platform, quantified the IT management process, on the one hand through the internal management software and it application interface, On the other hand, it supports the interface with the business process.

When it comes to interfaces, Ma Chun introduces: There are two main aspects, one is the internal management software and it application interface are all through, the second is the internal operation and maintenance system and the manufacturer's service support completely through. Originally this process is very long, the end user submitted to the key users, the key user sub group submitted to the upper level Group, the next group submitted to Ufida, or even first submitted to Ufida below the branch, branch and then submitted to Headquarters. In fact, a few words can be said clearly, and finally because the process is too long deformation. The problems encountered in these actual operation and maintenance processes also lead to the need for a unified platform.

IT service management in the cloud computing era

Ufida IT Service Management way

"When it comes to consolidation, companies have some IT management systems, but business people are very unfamiliar with the system and use less." Many customers have had such a thing, to manage the software system operations, the business staff found a problem, not clear whether it is hardware or software problems, direct phone or mail to find IT staff. Both sides have a lot of complaints because the information is not right. Han Lifang said: "Many customers for IT management is to build a QQ group for operation and maintenance services." This makes it work impossible to count. For example: After a problem is resolved, cannot record the solution process and the solution, if IT staff change, still do not know how to deal with the problem. Now with such a unified management platform, all the services launched from the management software, there is a front desk record in the background, IT staff can come up with the workload of the report, the solution to the problem of knowledge precipitation. ”

From the point of view of system monitoring, compared with the third party monitoring platform, only the software developers clearly know the whole software running process, the third party can not see these detail level. Only see the detail level, the solution is feasible.

Han Lifang mentioned to the Customer System monitoring introduced: "Ufida in the management software added a monitoring function, it can directly alert to the IT staff at the edge of the table." Ufida IT service management platform and other manufacturers the biggest difference is that Third-party monitoring platform can only do process-level, Ufida IT service management platform monitoring can be monitored to the thread level. As many customers say, the system does not know whether the hardware is slow, or the software use of the operation has some need to optimize the place. It is possible to find the source of the problem only by monitoring the entire execution of the software operation. ”

Enterprises have a lot of management systems, for how to get through the interface between them, and achieve optimization. Han Lifang A further explanation: "Many systems are developed on the UAP platform, such as Ufida NC, EHR, medical system, etc." As long as the system is developed in the UAP platform, can achieve fine-grained management and monitoring. For other vendors ' business systems, the Ufida IT Service management platform also provides an open interface because the UAP itself has an open interface. ”

"The UAP platform is entirely based on the SOA architecture, and its processes and templates and permissions have powerful configurable capabilities, not a solidified software, but a customizable platform." "Han Lifang analyzes the current situation of IT management in enterprises and puts forward higher quality requirements for IT management platform."

"A person's vision is limited, to take care of a lot of systems, PCs, notebooks, servers, as well as software, ERP, operating system, want to see more IT technology and products, knowledge to help him." Ufida have such a tool, you can integrate all systems to the unified plane, more equipped with high quality monitoring, so that enterprises can rest assured that these things to ufida treatment. Ma Chun told reporters confidently.

The revelation of Back-end service system

"Ufida is using a set of backstage service system, has the cloud service system and the SD service system, turns over the telephone to connect, becomes the Internet to connect." Ma Chun introduced.

Ma Chun said: "Small and medium customers can buy cloud services through the public cloud." The original customer experience is not perfect, such as ufida business processes, service flow, are divided into organizations. Call Center is an organization where branches are an organization and research and Development is an organization. Customers are experiencing problems dialing call center calls, and then remote, streaming to branch offices. The limited capacity of each entity organizes the blocking on the process. Only through the way of the Internet, through the cloud services, national molecular companies in a unified Internet platform for scheduling, can be long process dismantling, flat. This platform allows you to find the customer-appointed engineer. Due to regional characteristics, different industry experts scattered around, such as Nanjing, more experts in manufacturing industry, Foshan ceramic industry experts more. It is difficult for experts to dispatch through the group, but it is possible to form a virtual zone cloud over the Internet as a reserve cloud for the group. If it is a financial issue, enter the financial line, the first priority to the local service providers, service providers by a number of back-up agencies, although the back-up agencies are virtual, but are certified professional engineers to provide services, so that the response speed, and find more accurate. ”

Ufida in the establishment of internet-based ICC support services and remote access to provide customers with high-quality service experience at the same time, but also set up an internet-based enterprise Application Mall, gathered in the Third-party manufacturers, services to enterprise customers.

Ufida plans the cloud service platform. This platform is the strength of the enterprise, at the same time service enterprise customers, the equivalent of a self-organizing system, there is a portal and knowledge sharing, there is a content to be organized in a rich center. Customers will buy a lot of packages, and these small apps will help businesses in a certain area, such as report templates, System query tools, and other business applications. These applications are communicated to the end customers on this platform through communication with third-party vendors. ”

"In terminal client, around three direction, service system, service system, service platform, give customer confidence, give customer knowledge." As long as customers want to get Ufida service, there will be standard channels, and ensure the quality of service. ”

The road of the future--service provider of transformation cloud

Ufida as a software manufacturer, to the Platform service manufacturers transformation, the future of the road?

"Customer request Ufida is the concept of service integrators, not only the operation of software, but also the operation of data, this is a trend." All applications are obtained through the Internet, do not need to install any software on the client, as long as the Internet can use our services, you can see through the desktop directly to the health of the system. "Han Lifang said.

Moving from the traditional platform to the cloud computing platform, users need a cognitive process. This requires a shift in consciousness and a need for vendor service recognition.

Ma Chun said: "Some customers do not have access to such a platform, need to have a cognitive process." We have done about 200 customer surveys in Beijing, Xian, Chongqing, and Guangdong, and most of our customers have expressed great interest in online service interaction, and demand is very urgent. If it is only to do finance, that demand is general, because their system does not need 24 hours to run, the timeliness requirements are not high. However, ERP, supply chain, budget, logistics and other needs are very urgent, because once the system running accident, immediately need manufacturers Remote Assistance, timely communication solution. ”

Han Lifang describes another feature of the IT Service Management platform: "There are 360,360 of things on personal computers, including hard disk backups, and so on." In fact, 360 is to do an integration, look at the health of the entire system, to undergo a medical examination. Ufida do a system operation of the function of physical examination, the database-related operating system for physical examination, and debugging, optimization, set to the most suitable state, this is a third-party database can not do. Not only after the monitoring, there is a prior health inspection process. In the business will also develop a physical examination function, business environment of operating system parameters, middleware parameters, database parameters for medical examination. ”

(Responsible editor: The good of the Legacy)