Service Model Innovation Study Of H Company's Technology Support Center

H company is a global well known technology corporation, a major IT infrastructure provider, which plays an important role in China market. H company is facing a constant changing external environment in pace with the emergence of Industry 4.0 and Internet of Things, and at the same time, its internal environment is also changing, which is, H company is undergoing the split of two independent quoted corporations. H company has to adjust itself to embrace the changing environment, this thesis mainly focuses on H company's technology support center, which provides support to H company's IT infrastructure and products. It is highly important to innovate the service mode of H company's technology center, and produce the concrete blueprint, as its current service model can no longer meet its changing requirements.H Company's technology support center still follows the traditional service model, which is customers call in when there is a prolblem, and the operators record customer's information, then the call will be transferred to the technology support engineer, and the engineer will be responsible for resolving the problem. H company's technology support engineers will be divided into different groups according to different supported products, each group is only responsible for their own supported products. Even though this support model is quite efficient, it shows its disadvantages with the coming of internet age. Firstly, the current support mode can no logner meet the changing demands of customers, as the customers would seek for solutions by going to internet themselves, Secondly, the current passive support model, in most cases, can only help to address problems when the damages already happen. Thirdly, the support engineers only resolve technical problems of their own supported products, however, with the development of IT technology, the customers are tend to apply to the usage of multiple products, and H company's technology support center can not solve customer's problems from a big picture with its current support model.Therefore, there are three innovation solutions which aim to solve the problems of H company's technology support center. Firstly, Establish customer interactive website in combination with the internet innovation to meet the changing customer demands. Secondly, service model innovation, which is to establish proactive service system, including global supervision center in combination with internet and proactive service in corresponding to the current process. Thirdly, process innovation, which is to establish support groups who will solve technical problems from the overall point of view.The structure of this thesis:chapter one, focuses on the background and significance; chapter two, focuses on service model innovation; chapter three, focuses on the current situation of H company's technology support center, and elaborates the defect of its service model; chapter four, focuses on the feasible blueprints of its service mode; chapter five, focuses on the execution of the potential schemes.