Research On The Y Company’s IT Service Quality Management

Y company is an emerging shipping enterprise in Bohai Bay, providing railway shipment and ro-ro vehicle transportation. From the foundation of the company to present, the IT center shoulders the entire IT management. Through nearly a decade’s development, the company internal has accumulated complaints about the IT work, turning the IT service quality into a question for the management. Referring to the management rule of "assess-improve-sum up-assess-improve-sum up",this article simply follows this rule for study.First of all, ITSS developed by the Ministry of Industry and Information Technology shall be followed to give all-round evaluation of the IT service quality in the company. In line with the internal principles, the general model of IT service quality in the standard shall be properly tailored to meet the demand of Y company.Secondly, through the IT service quality evaluation, the IT business of the company is found to be at the development for completion stage. Issues in the IT service quality are resulted from two aspects, the communication shortage of IT center with other departments, and the incomplete work procedures inside the IT center.Thirdly, this article proposes two strategic ways for improvement, in the decision of external management, and in the internal work procedure.1) For the decision of external management, the CISR model featuring divided rights and responsibilities, and high flexibility, is selected to analyze five key IT decision fields to realize that the IT decision right is centralized in the IT department. With the adjustment of right distribution, IT decision right is spread into all levels of the company, forming a favorable interactive relation.2) For the internal work procedures in the IT center, ITIL theory is applied to improve both the IT service management quality and the internal satisfaction in the company.Finally, a series of measures such as the design of talent development planning and the completion of performance examination system are worked out to set up a mechanism to constantly improve the IT service quality of Y company, enhance the strategic value of IT center, and provide strong information guarantee for the major business of transportation of Y company.