摘要：随着移动行业竞争格局的形成，移动运维体系随之发生了深刻的变化，在日趋激烈的市场竞争环境下，在客户服务方面仍然面临一系列的挑战。目前，广东移动开展了以“重点区域监控”、“全网性能告警监控”为两大主线，通过“指标分级管理监控”、“告警关联压缩”、“智能预处理”、“准实时在线分析”四个关键步骤，全面落地实时性能监控运营，提升 4G 客户感知监控能力。监控模式逐步从被动向主动转变，从面向网络设备、网络运行质量向面向网络、面向业务、面向客户转变，这是移动运维体制创新发展的又一个重要里程碑。关键词：双主线四步法；4G；客户感知掌控能力Abstract: With the formation of the competitive landscape of the mobile industry, mobile operation and maintenance system consequent profound changes in the increasingly fierce market competition environment, customer service is still facing a series of challenges. At present, Guangdong Mobile launched a "key areas to monitor," "the whole network alarm monitoring performance" as the two main lines, the "hierarchical management monitoring indicators", "alarm correlation Compression", "intelligent preprocessing", "quasi-real-time online analysis "four key steps, comprehensive real-time performance monitoring of landing operations, improve customer perception 4G monitoring capabilities. Active monitoring mode gradually shift from the trend, from the face of network equipment, the quality of network operation for network, service-oriented, client-oriented change, which is another important milestone in moving the operation and maintenance system of innovation and development.Keywords: Double main line four-step; 4G ; customers perceived ability to control1.4G 网络及移动行业发展概述随着 4G 网络和业务的快速发展和普及，更多的移动通信服务模式的推出 ，2/3G 的网络使用已经无法满足人们目前的网络使用需求了。随着人们生活节奏的加快，以及新型网络沟通、娱乐模式的不断崛起，人们的移动通信业务需求嫣然已从 2/3G 时代的以电路...
