The Research Of NT Corporation For IT Managed Service Model

In the society of service economy, the marketing idea continually is developing and transforming. The variance had arisen from the marketing portfolio of'4P'in 60's of 20th century to the marketing portfolio of'4C'in 90's of 20th century. In recent years, with acceleration of whole world economic integration and deterioration of market competition, most of enterprises are making the core competitive abilities through eximious theoretics and idea of customer relationship management, service marketing and relationship marketing and so on. Enterprises gain competitive advantage through establishing the relationship of strategy partners with customers. Customer degree of satisfaction and loyalty will be improved by high-quality service, and business will continually be expanded by true customers.I have worked for seven years in the IT industry. With reference to my experience and actual cases, I regard IT service management as my research topic. Based on theory of customer relationship management , the object of my research is IT managed service model of NT corporation.'CanDo'is core idea of IT managed service of NT corporation. It symbolizes the idea that NT hopes that it could fully match customer's requirements.'CanDo'model of IT managed service includes one kernel and two concentric circles. They are named as managed kernel, functional circle and service circle. Managed kernel represents service idea of'CanDo'. Functional circle partitions three parts. They are support area, operations area and management area. There are many kinds of IT service in service circle.Firstly, this paper introduces the relative definition and theory of IT service, and analyses the current research status and best practice in IT service industry throughout the world.Secondly, this paper investigates the background of NT corporation, and construes the developing process of NT corporation.Thirdly, this paper analyzes'CanDo'service model and business and operations model, and finds out the shortage of'CanDo'service model.Lastly, this paper brings forward the improved measure for IT managed service model. The improved IT service model can be validated by two best practices. The best practice is IT managed service'case of Greater China Regional Support Center of Microsoft.