Continual Improvement Of IT Service Quality In Company A

Company A is a well-known professional service organization; it is one of the big four accounting companies. Its main services include accounting audit, tax, finance consulting and management consulting. Company A has more than20subsidiaries in Great China, and the one located in Dalian is one of its large scale shared service centers around the world. The main goal of this subsidiary is to consolidate IT resources and provide IT services, including Service Desk, Incident Management, Application management, to other subsidiaries.The whole business chain of company A is constructed on the basis of information technology. Therefore, IT service department is not just a support team; it is, however, a core strategic department. The Quality of IT service directly determines the effectiveness and the efficiency of the core business of the company. The management attaches a lot of importance on the IT service quality.By the experience in company A, this thesis has researched and analyzed the deficiencies of IT service quality, and found the four basic problems:lack of supporting policies and processes, the incompleteness of IT organization, and the weakness of service reporting.The main objective of this thesis is to resolve the four problems. At the same time, to create a basic framework of "continual IT service improvement". And this thesis also addresses the issues like how to implement the IT service improvement processes.Continual service improvement is an indispensable part of the IT service management framework, it is also a powerful tool helping mature IT service processes and improve IT service quality. By designing and implementing related systems and processes, company A will rapidly resolve and correct the actual problems and deficiencies in the short term. In the long term, it will significantly improve the IT service quality, increase the strategic value of IT service, and promote the core business of the company.