Research On Service Quality Improvement Of IT Operational Business In FT Company

With the rapid growth of informationization and the improvement of the application of IT, enterprises’dependence on IT and the complexity of IT proper are weighing heavier and heavier. Enterprises’focuses have gradually transferred from the building of infrastructure and information system to the enhancing of IT application and service.In other words, enterprises have focused on how to utilize the present information resources to its utmost, how to integrate IT into enterprises’business, how to keep information system working steadily and safely. On the other hand, there are not many IT professionals in most non-IT enterprises because these enterprises do not want to spend too much on IT. Therefore, IT services are booming in home and abroad recent years, and the theory for IT service and managing are updating constantly. How to make good use of these theories and experiences to improve the service have become the focus of IT service providers as well as this thesis.This thesis takes FT Company as example, employs the theory of service quality management, ITIL and ISO20000standards, draws upon advancing experiences from successful enterprises, refers to the maintaining for service station management information system of PetroChina Gansu Marketing Company, analyzes some problems appearing in service, and put forward a series of strategies to enhance the quality of service.