The Problems And Countermeasures Of Service Management In IT Service Enterprise

With the widely application of the global market information and the development of information technology,the increasing demand for service market,a lot of IT service enterprises emerged in the domestic,however,most enterprises adopt the extensive service or low value service,eager to earn market profits,with the expanding of business,enterprise scale is gradually expanding too,at this time only to find that their management chaos cannot adapt to the change of market development requirements,quickly because of the lack of services and quality,customers in the same industry competition are gradually reducing and they lose market share.Who can survive in this industry tend to be those who pay attention to internal management of enterprises,have high technology,high value-added service enterprises.However,due to the internal management in the service enterprises in our country lack of rich management experience,and the impetus to the research,we often pay too much attention to IT companies and users,customers provide and management level of IT services and IT companies in daily production to coordinate and execute their activities and processes,and ignore one of the most critical enterprise service management of the project at the actual service,so even if the thorough design and implement process also cannot completely solve the problem.Size up the situation,this paper first analyzed the service management research background and related theory,and summed up some basic mode of some IT service enterprise service management combined with the management concept of IT service management.As the object of case study for IT service enterprise.In combination with their actual work experience,literature,management theory and tool analyzes such as methods,they found the problem through expounding the present situation of service management and the present situation of quality management and performance management in the process of service management.And diagnosed problems with cognitive and analyzed scientifically and put forward countermeasures,came to the conclusion which are fit for the service management mode of enterprise: to finish the establishment of service strategic management,the reconstruction of the service organizational structure,the optimization of service process management,service quality management of ascension and the establishment of performance management system,to achieve the improvement of the enterprise service management.The development of the IT service enterprise can be effective continuously,to achieve the target of enterprise development.Hence,researching the IT service enterprises service management problems,adopting suitable countermeasures become a significant approach for IT service enterprises to obtain survival and development.I hope this article can help those enterprises who are facing similar problems.