IT Service Management Training of Information Application

Importance of information services is becoming increasingly obvious along with the escalation of whole group of information application system and the SAP on-line launch in respective Corporations. By providing practical business and platform for connection and communication for technologies, information application service management will be combined with business departments together to help users continuously improve satisfaction towards business department services. The whole group of information management mainly centralizes in Dongguan area and distributes branches with a centralized management model. The aim of training is to cultivate the basic understanding of information application service for Ningbo and Pinghu Colleagues, eventually achieving requirements as follows:

• Master daily tasks of information service management; be familiar with the necessity and importance of computer network and standardized management for machine rooms.

Management Objectives:
Ensure the security of computer equipments and information; provide the room with a favorable environment for operation and working.

Management Contents:
Specially assigned person is responsible for daily managing computer room. Keys of rooms should be kept under strict custody and are not under subtenancy. Report timely once keys are lost and hunt for them positively; and take effective measures to remedy one. Irrelevant personnel are not allowed to enter the room without approval, shall not use computer equipment, goods and materials. For routines’ need, relevant personnel should enter room with management staff guidance and cooperation with approval. Room should remain clean and sanitary with suitable temperature and humidity. Smoking is strictly forbidden, and inflammable, explosive items and other dangerous goods are forbidden to carry into the room. Fire protection items should be put in specified locations, anyone is not allowed to move them at will. Room staffs also need to master fireproofing skills and conduct regular inspection for fire control facilities. If fire conditions appear, take measures such as cutting power off promptly, calling the fire fighters and using fire extinguishing equipments. Hardware equipments should be kept under maintenance to ensure equipment details match with card records and complete registration of equipment’s employments. If there is no failure or malfunction, network management personnel shall not adjust any relays, optical fibers, cables and various equipments but keep detailed records for failures, processing and results. Network Management personnel should fulfill Internet security tasks, keep all confidential accounts strictly, as well as monitor network information flow to detect the any offensive actions and respond to handle with them. Network management personnel should implement strict management for information security to prevent the data illegal formation, alteration, revealing, lost and destruction. Immediate modifications should be made for the system authentication, system authorization, system integrity, and patch and amendment program in the databases.

• Training of being familiar with standard process of ERP modules and operation application.

Purpose of Management:
Ensure the normal order of ERP group under operation and, simultaneously optimize application to provide better service for actual business departments, realizing the integration of resources management.

Management content:
SAP SD Module (Sales and Distribution) includes sales plan, enquiry and offer, order management, transportation and delivery and invoice. Also it could supervise distribution network effectively.

SAP MM Module (Material Management) has the functions of purchasing, management for storeroom and stock, MRP and suppliers evaluation.

SAP PP Module (Production Planning) realizes management of factory data, production plan, MRP, capacity plan, costing accounts to reduce stocks and raise efficiency. Meanwhile, the automatic joint of original dispersive production processes render production proceeds consistently and smoothly to avoid disjunction and delay of delivery.

SAP QM Module (Quality Management) executes functions of quality plan, quality test, quality control and quality document.

SAP FI Module (Finance Accounting) executes functions of management receivable account, payable account, ledger, merger, investment, fund and cash, which could be regulated according to the demand of the branches, the regulations are often multilingual. At the same time, the subject arrangement will follow any particular set of national relevant provisions.

SAP CO Module (Controlling) has functions such as profit and cost center, cost of goods manufactured, special case account and profit analysis. It is not only designed to control costing but adjust target of Corporate, as well as provide information to help high-grade managers with decision-making and project-drafting.

• Application of software is capable of ruling out and figuring out basic operative problems in Business Departments.

Management Objectives:
Strengthen the management of legality and security for software application and ensure a well-organized software employment for using units.

Management Content:
Software system should be kept under regular maintenance and spare backup. At least two sets of backups should be stored in the magnet dielectric inventory with appropriate temperature and humidity. Applied software and data should be backup regularly or irregularly according to operation frequency. Backup software and data should also be stored in the magnet dielectric inventory. Apart from the backup of applied software in magnetic medium, their network administrator should make a backup of their own in case of accidents of applied programs, which may cause difficulty of recover. Concerning the convenience for applying and managing the system software, machine room must be equipped with the related operation manuals and various handbooks for maintenance personnel to consult the information. Anyone would be not allowed to take data away without approval. Applied software personnel should classify research information, design specifications of every phase, charts, source codes and application system operation flows for reference. This is convenient for consulting when there are amendments for the applied software, specific function, logic and formula. To ensure the security of system software, fire-proofing appliances, antimagnetic devices, antistatic devices, dustproof facilities should be equipped to magnetic medium apart from appointed management personnel. Custody for magnetic medium should have a clear responsibility and regulation for enter or exit of stores.

• Understanding ERP Service Structure and Hierarchy of Technique Support with Contact Windows.

End Users: master the basic operation through elearning.

Key Users (Trainers): the user of this part had come for training before system on-line operation and they had a consolidated experience of practical business and practical operation. They were also involved in the system research and system parameters setting so they were quite familiar with system parameter. This part of training is under their responsibility.

Module Leaders: Responsible for coordination of overall-level modules affairs and communication, propose demands of module design about the major problems, define standard operation procedures.

IT Support Engineer: Mainly responsible for dealing with technical problems in factories; mainly responsible for optimizing for system technology and system design errors. Request external supports with regard to the problems unresolved or submit to Corporate Information Application Section for program improvement.

Information Application Department: Responsible for dealing with technology problems submitted by information engineers requests and demands; working as a Window of consultant and requestor of external support.

• Promote communication and participation of information and technology in trans-manufacturers.

A great accumulation of knowledge, experience and information would be available in a series of technical communication and the implementation of every project. To maximize the value of information knowledge needs a must for knowledge management, communication and sharing throughout the Corporate. Regardless of the number people sharing with you, the knowledge of your own is absolutely not under decreasing but only on the increasing. This is mainly because you find some knowledge defects and will try to improve them during the process of dominating your knowledge. Therefore, compared with other sharing of matters, the amount of knowledge would not decrease but increase after being shared. And the wider range of sharing, the faster growth the amount of knowledge. This characteristic, I grant that with Shared Value Appreciation. That is why we pay great importance to the technology exchange and sharing.