Research On The L Company’s Improvement Strategy Of IT Operation Service Satisfaction

At present,a new round of technological revolution and industrial transformation mainly characterized by digitization,intelligence and networking is reshaping the global competition landscape.The state issued the "14th Five-Year Plan for National Informatization",which deployed the major task of "building an industrial digital transformation and development system",vigorously advocate all industries to accelerate digital transformation,and release the huge potential of informatization development.IT operation has always been a strong support for enterprise digitization.However,with the increasingly distinct characteristics of enterprise digitization,the increasing number of IT equipment,and the increasing complexity of IT architecture,the traditional model of enterprise IT departments managing IT operation services by themselves is increasingly unsatisfactory.The demand for digital transformation of enterprises cannot keep up with the rapid development of enterprises.Therefore,outsourcing IT operation services has also become a common choice for large and medium-sized enterprises.As one of the largest outsourcing providers of IT operation service in China,L company has long occupied the first place in the market share of IT operation service in China.However,due to the late start of IT operation service in China,its theoretical and practical management level has always lagged behind the developed countries in Europe and the United States.In the competition in the international market,L company has always been at a disadvantage.Through the study and research of IT operation management theory and customer satisfaction theory,this paper takes customer satisfaction as the breakthrough point,and uses the method of questionnaire survey to collect the IT operation service satisfaction of employees of Group D Company,which is a customer of Company L.And conducted indepth analysis of the data through the RATER index model.Through analysis,it points out the problems existing in the five dimensions of IT service tangibility,responsiveness,reliability,professionalism and empathy of Company L’s IT operation services,namely process management problems,personnel management problems,tool resource problems,IT infrastructure problems,cost control problem and service model problem.Then,summarize the reason of these six problems through the interviews with the key users of Group D and Company L.Finally,this paper provides seven corresponding solutions: process management construction,personnel management construction,tool resource construction,IT infrastructure construction,cost management construction,service model innovation and customer interaction skills to improve Company L’s six major problems in IT operation services,improve customer satisfaction,improve Company L’s overall IT operation service management level and strengthen the competitiveness of Company L’s IT operation service business.At the same time,I also hope to provide some reference for other IT operation service companies to improve the overall level of China’s IT operation service industry.