Research And Application Of Quality Evaluation Of IT Operation And Maintenance Service Based On ITSS

As the mainstream of today's social development,informatization has become the core driving force for the development of various industries.To this end,various IT companies have invested heavily in research and development of new products and technologies,and promoted the rapid development of IT services.As a key component of IT services,IT operation and maintenance services are the basic guarantee for the stable operation of IT products after they are put into use.With the deepening of product technology and management difficulty,high-quality and standardized operation and maintenance services are the fundamental of informatization.Data confirmed,80% of the problems in the IT service are due to the quality of operation and maintenance services,and 20% are due to the quality of related products.IT operation and maintenance services have become the new focus of competition among IT companies.How to improve the quality of IT operation and maintenance services has become a key issue faced by all IT companies.ITSS(Information Technology Service Standard)is a service independently developed by the Ministry of Industry and Information Technology of China to guide IT companies to provide quality and standardized services.However,due to its lack of effective means to measure the effectiveness of services,it is difficult to guarantee the realization of quality services.Therefore,the research on ITSS-based IT operation and maintenance service quality evaluation system can not only improve the positive effect of ITSS application.More importantly,it is possible to evaluate the quality of IT operation and maintenance services of related enterprises,clarify the weak areas of enterprise services,and provide a basis for improving service quality,thereby gaining competitive advantage.The paper takes the quality of IT operation and maintenance service as the research object,and takes ITSS as the main line.Firstly,it expounds the related theories such as ITSS,IT service,IT operation and maintenance service and service quality.Secondly,by analyzing the quality requirements of ITSS four-factor operation and maintenance service,the four-factor quality model of IT operation and maintenance service is proposed,and the evaluation process of IT operation and maintenance service quality is designed with reference to the National IT Enterprise Service Quality Evaluation Guide.Then basedon the four-factor quality model of IT operation and maintenance service,the ITSS-based IT operation and maintenance service quality evaluation index system is constructed.Then,according to the index system,the index weight calculation method and service quality evaluation method are determined,and the fuzzy evaluation model of IT operation and maintenance service quality fuzzy entropy is constructed.Finally,an IT company in Chongqing was selected as the evaluation object to evaluate the quality of IT operation and maintenance service.On the one hand,it verified the scientific rationality of the evaluation system,and on the other hand,according to the evaluation results,it provides targeted suggestions for enterprises to improve the quality of IT operation and maintenance services.Through the example verification of the ITSS-based IT operation and maintenance service quality evaluation system,the results are in line with the actual situation of the relevant IT enterprises.It is believed that the evaluation system can serve as the basis for guiding IT enterprises to provide IT operation and maintenance services,and achieve the purpose of improving their service quality and user satisfaction,thus ensuring the long-term stable development of IT enterprises.