Itil A Technical Support Center

The Technical Support Center in Company A is at the top position of the related industry. Its external service quality and internal operation have won the reputation in the industry. Though the Technical Support Center has achieved good results, its internal operation still has some areas that can be improved, for example:Different teams in the Technical Support Center may have inconsistent approaches on some important management processesThough some teams in the Technical Support Center have been running the business well, they may be not sure which are key elements to make them successfulSome teams in the Technical Support Center are not sure which other important management processes or steps are needed to make the business run effectively for long termBased on that, the Technical Support Center needs to find out one suitable methodology to guide its effective and sustainable running. Though there are many methodologies and theories related to company management, this paper thinks the concepts and processes from ITIL (Information Technology Infrastructure Library) are more suitable to the Technical Support Center. By combining the concepts and processes from ITIL and the detailed practices from the Technical Support Center, it can help to push the development of the Technical Support Center more effectively and sustainably. Based on the situation of the Technical Support Center in Company A, three areas (service quality management, head count management and release management) that are important to the operation of the Technical Support Center but lack of systematic management are listed in the paper, by applying the Service Level Management, Capability Management and Release Management from ITIL with the combination of the detailed practices that the Technical Support Center has adopted or can adopt to the three areas above, we can show this approach is feasible to help the Technical Support Center develop more effectively and sustainably.With the continuous reform and opening-up in China and the needs of the strategy to develop globally from multinational companies, more and more multinational companies set up the organizations like technical support centers in China. Using which methodology to guide the effective and sustainable development of the technical support centers becomes one big question that the owners of such centers need to answer. The viewpoints in this paper can help those owners answer the question and can help the healthy and sustainable development of the related industry in China in one way.