A Case Study On New Solution Support Service Management Of C Company

Amidst the background of the rapid development of the Information Technology industry,the IT service industry maintained stable trend of improvement.It accelerated creation as well as the utilization of new types of technical services,such as personalized solution support portfolios to better serve and satisfy multiple industries.Dalian Technical Service department is one of the global technical service centers in a C company.It mainly provides multiple language technical support to the customers located in Great China,Japan,Korea and rest of the APAC countries.Dalian TS center have successfully picked up multiple technical support service business since 2014,when it formed.However,in the first transition of the new solution support service business from mature support centers,Dalian TS experienced many problems that led to challenges in terms of service management.This thesis is all about a deep dive case study on the new solution support service management.The study conducted in attempt to analyze the challenges in depth and find root causes,and so to be able to propose helpful solutions to improve service management.This article consists of five parts.The first part introduces case background.The second part describes the case,new solution support management in detail.The third part provides in-depth analysis of the case,referring to management theories,analyzing department's strength and weakness,and utilizing problem-diagnose-tool SCIPAB.The fourth part proposes a resolution.The fifth part briefly concludes and forecasts the future of the Dalian TS center.Based on the analysis,the main factors that caused problems in the new service management were tied to people,technical skill and service process.In light of these findings,it is necessary to propose achievable actions to motivate engineers,improve technical knowledge management,and optimize the service support process in order to not only help new,but also existing technical service management.Some of the actions have been taken into the daily management operations and have been proven to be efficient.