The Research Of IT Support Service Model Of Company A

With the economic globalization, the abundance and the diversification of the products meet the various requirements of the customers. Simultaneity, the requirement of the customers is changing from the quality and the price of the products to the quality of the products and the support service. The development of Information Technology (IT) drives the high-speed progress of global economy and the change of the enterprise service model. Each of the enterprises has more requirements to IT and IT support service. The design and the utilization of the high efficient IT support service are key method to improve the core capacity of competition of the modern enterprises.Firstly, the dissertation introduces the overseas and domestic industry background of IT services and researches the IT support service model of Company A. Secondly, with the theories of Customer relationships management, explains that the enterprises must be customer-oriented and dedicate to promote the customer value, customer satisfaction and customer loyalty. As a result, the enterprises could achieve the maximal business value. As the theories demonstration analysis, the dissertation focus on the previous and the improved IT support service model of Company A and introduces the detailed information of IT support service, including customer classification, service classification, service sales channel, service delivery and the related management method. In succession, puts forward that IT enterprises should establish the total customer-oriented IT support service model, including support service product design and service delivery etc. IT enterprise should regard the customer requirement and customerexperience, innovate and improve continuously and implement efficiently. Thus, could benefit to improve service management quality, customer satisfaction and customer loyalty and improve the service revenue and margin ultimately and keep the advantage of competition.Finally, based on the research analysis, the dissertation discusses the current challenges to IT support service of Company A, namely how to smooth the service sales channel and maintain the balance between service quality and service cost. In the end, produces the thought on the solution. The practice of IT support service model of Company A could provide some reference to the establishment of the support service model in domestic IT enterprise.