HANKTIMES TECHNOLOGY PTE. LTD. -IDC

Maintenance Scope

IDC Operations & Maintenance Solution

Maintenance Scope

End-to-End Intelligent O&M Management

Build an integrated O&M management capability framework for infrastructure, data, systems and business operations, providing unified monitoring, visualization, end-to-end management and data quality assurance to improve efficiency and reduce operating costs.

O&M Platform Development

Technical Scope of Operations and Maintenance Services

SLA-Oriented Management Service Support Framework

Accountable for customer-specific SLAs, upgrade capabilities and consolidate value through service level metrics defined by availability, resolution timeliness, and personnel replacement cycles.

Team Organization

Technical Support

Knowledge Management

· Project Manager

· Account Manager

· O&M Technical Manager

· Tiered and Domain-Based

O&M Engineers

· Remote Service Desk

· Technical Support Center and Tier-3

Expert Technical Support Framework

· Handling Mechanisms for Major Projects,

Critical Incidents, and Significant Changes

· Special Tasks and Potential Risk Resolution

· Professional Skills Enhancement

and Development

· Best Practices for Service Process

Framework

· Best Practices for Routine Operations

and Maintenance Standards

· Best Practices for Maintenance

Operations Manuals

· Personnel Performance Evaluation

System

· Industry O&M Knowledge Framework

Project Management

O&M Transition Management

Resource Management

· O&M Technical Talent Pool

· Managed Services Talent Pool

· Talent Supply Chain

· Talent Pipeline Development

· Local O&M Technical Talent Pool

Incubation

· Personnel Full-Lifecycle Performance

Management

· Contract Management

· Risk Management

· Cost Management

· Customer Satisfaction Management

· Mature Transition-to-Maintenance (TTM)

Handover Methodology

· Best Practices for O&M Service Transition

· Handover Checklist Knowledge Base