Evaluation Research Of Service Quality Of IT Operations And Maintenance Outsourcing

In recent years, with the rapid development of information technology and the increasingly fierce market competition, service outsourcing has become the primary choice of enterprises to reduce the cost and improve the core competitiveness, but because of uneven quality of service outsourcing market, many enterprises of service outsourcing step back, so that the service outsourcing service quality has become a major problem facing the development of service outsourcing. IT operations and maintenance outsourcing is a part of the service outsourcing, this evaluation research of IT outsourcing service quality system is conducive to the study of IT outsourcing service quality, contributing to the IT operations and maintenance outsourcing service providers to improve service levels, promoting the rapid development of the third party service outsourcing.This paper first discusses the research background, research theory on the domestic and foreign and the theoretical and practical significance. Second discusses on service, quality of service, and IT operations and maintenance outsourcing related content, including definitions and characteristics of service; definitions, characteristics and services model of service quality; definitions, contents, support, management process, characteristics and advantages. This paper, based on previous studies on IT operations and maintenance outsourcing, combined with the characteristics of IT operations and maintenance outsourcing, and according to three factors extension model of the service quality, established the four dimensions on design quality, interaction quality, implementation quality and results quality of the initial evaluation quality index system of IT operations and maintenance outsourcing services quality, which is a innovation point of this paper. And then determine the evaluation of specific indicators for each dimension,this is the main content of this paper. Thirdly, this paper using fuzzy entropy method, the weight of influence factors of IT operations and maintenance outsourcing service quality were determined, in order to determine the effect of various factors on the degree of IT operations and maintenance outsourcing service quality, and the combination of IT operations and maintenance outsourcing service quality comprehensive evaluation for the fuzzy comprehensive analysis method, the IT operations and maintenance outsourcing service quality index system effectively reflect the level of service quality of IT operations and maintenance service provider. Finally, combining with the a case study, on the one hand to test the rationality of the IT outsourcing service quality index system; on the other hand to evaluate case then give recommendations related to the evaluation, and to summarize and prospect.