Xiaomi Technology Support, NI-System v7.0 Fully Compliant with Xinchuang

About Xiaomi Group

Founded in April 2010 and listed on the Hong Kong Stock Exchange main board on July 9, 2018 (1810.HK), Xiaomi Group is a consumer electronics and intelligent manufacturing company centered on smartphones, smart hardware, and the IoT platform.

With the vision of "making friends with users, being the coolest company in users' hearts," Xiaomi is committed to continuous innovation, pursuing the ultimate product service experience and operational efficiency, and striving to fulfill its mission of "always making impressive, fairly-priced products so that everyone in the world can enjoy the beautiful life brought by technology."

Xiaomi is one of the world's leading smartphone brands, with smartphone shipments consistently ranking among the top three globally. Xiaomi has established the world's leading consumer AIoT (Artificial Intelligence and Internet of Things) platform, and its business has entered more than 100 countries and regions worldwide.

Four Years of Cooperation and Unique Scenarios

Xiaomi started using NI-System v7.0 in 2019, and it has been 4 years. In the ITSM field, Xiaomi has unique application scenarios and practical needs:

• Large Scale: Xiaomi's IT service team manages Xiaomi's global business systems and infrastructure.
• Globalization: Due to the globalization of employees, partners, and suppliers, service requests feature multiple languages and communication methods.
• Unified R&D and Ops Support: Xiaomi's IT service team provides unified support for all business units across the company.
• Fully Digital Ops Management: ITSM needs to closely integrate with the Feishu office system.
• Large Data Volume: Due to global IT services, ticket volumes can reach hundreds of thousands of master records per year.

Over the past four years, we have achieved certain results in serving Xiaomi. By implementing modules such as CMDB, incident management, service request management, and problem management in NI-System v7.0 5.0, Xiaomi's IT service team successfully coped with global IT service management. In particular, features such as ITSM integration with Feishu and tagged problem management resolved efficiency losses and collaboration bottlenecks caused by control in enterprise service management, effectively supporting Xiaomi's global business.

Current Challenges

However, as time goes by, IT service management still faces challenges:

1. As managed systems iterate, management has gradually shifted from coarse-grained framework management to fine-grained data management, making the existing CMDB structure increasingly difficult to meet evolving management needs.
2. The rapidly changing internal and external IT environment brings high-frequency process adjustments and complex custom forms tailored to business characteristics, causing difficulties for existing process management.
3. In scenarios pursuing extreme efficiency, higher requirements are placed on the socialization and rapid collaboration features of existing platform processes, creating significant bottlenecks due to the lack of design for integration with third-party systems such as Feishu.
4. As ticket volumes grow, performance pressure increases, and the demand for global non-stop support and zero-downtime maintenance becomes increasingly prominent, making it difficult for the existing architecture to effectively support it.

NI-System v7.0 6.0 Comprehensive Redesign Plan

To this end, NI-System v7.0 is comprehensively planning the 6.0 redesign to build a brand-new ITSM operations system. With 19 years of experience and technology accumulation, the goal is to launch a more comprehensive, professional, and sustainably implementable ITSM system. NI-System v7.0 is fortunate to have Xiaomi's technical support and development participation, which undoubtedly provides tremendous help to NI-System v7.0's technology transformation. While meeting industry informatization regulatory requirements (including security classified protection, national cryptography transformation, business processization, role construction, data traceability, etc.), we will jointly solve the management and technical problems in IT service management:

1. Digital management of cost and performance dimensions for service teams. How to use data to multi-dimensionally assess the workload, efficiency, and effectiveness of the IT team, evaluate the budget and cost of IT service support, and properly use and manage suppliers.
2. IT risk prediction, jointly leveraging NI-System v7.0's industry experience and Xiaomi's agile management practices to achieve risk prediction capabilities from the data, process, and algorithm layers.

IT management faces comprehensive management of people, things, and affairs amid rapid changes. This cooperation aims to jointly build a management platform that can effectively implement processes, management systems, and data statistics while adapting to rapidly changing internal and external environments.