Research and Analysis of IT Customer Service System Structure

Abstract:

The core ideal of IT customer service management is that all business activities of the enterprise shall base on fulfilling with customers needs, and treat providing products or services tailored to customers needs as the enterprises obligation, and treat customers satisfaction as the enterprises objective. By referencing to international standard theory in ISO20000 and combining with the real work situation of IT customer service, this article analyses and gives the overall structure and main contents of IT customer service system, and aimed at planning service catalogues, service specifications, service procedures etc., so to ensure to provide safe, stable and high quality IT customer services to customers to meet mutual agreements, and to increase the cost efficiency of IT resource investment, and to improve service efficiency and customer satisfaction.

• Periodical: Applied Mechanics and Materials (Volumes 513-517)
• Pages: 2086-2089
• DOI: https://doi.org/10.4028/www.scientific.net/AMM.513-517.2086
• Online since: February 2014
• Authors: Qiang Chen*, Xin Ming Xiang
• Keywords: It Customer Service, Management System, Service Procedure, Service Specification

References

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