A service-oriented management framework for telecom operation support systems

Information systems are among the tools most frequently used by businesses in delivering and maintaining services. Yet the challenges faced by enterprises using information technology are not exclusively linked to system development, but are also derived from system operation and management. This paper describes a solution that was developed to address the importance of service operation management. The framework presented here was implemented by the Chunghwa Telecom Company in an effort to improve information system effectiveness and to reduce costs of system operation management. Since July 2008, the system has been providing complete support of the daily operations of the company´s billing system. In consequence of the system´s implementation, the company has experienced a large-scale improvement in both efficiency and cost reduction. Additionally, the number of incident occurrences has been reduced from an average of 50 monthly to 15. The average amount of time spent addressing individual incidents has also been reduced from approximately 20 hours to 26 minutes.