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IT服务逐步从产品的一种附属物走向产品化和产业化,IT服务的重要性和对企业核心竞争力的提高也被众多IT厂商认知,但用户需求的个性化引发的高服务成本是众多IT企业开展IT服务的一个瓶颈。如何做到既为用户提供适合其需求的个性化服务,又能让IT服务成为企业的利润中心?浪潮北京公司副总经理程志超先生提出了自己的观点:首先将IT服务层次化。 IT服务是基于用户的需求,而用户需求是多层次、多方位的,相应的,IT服务也应该是多层次和多样性。依据这样的思路,浪潮将服务内容分解为标准免费服务和个性化收费服务。例如像更换硬盘,硬件维修等一些基本需求可以按标准服务处理,通过规范服务流程和规模化运作能将企业的服务成本降到最低;而类似于数据维护、数据备份、网络运营、IT咨询和规划的个性需求因用户的行业和应用特点的不同从而需要企
IT services gradually from an appendage of products to the product and industrialization, the importance of IT services and the improvement of the core competitiveness of enterprises have also been recognized by many IT vendors, but the high service cost caused by the personalized needs of users is Many IT companies to carry out a bottleneck in IT services. How to do both to provide users with individualized services that fit their needs and to make IT services the profit center of the enterprise? Mr. Cheng Zhichao, Deputy General Manager of Inspur Beijing Company, put forward his own opinion: First, the IT service should be layered. IT service is based on the needs of users, and user needs are multi-level, multi-faceted. Correspondingly, IT services should also be multi-level and diverse. Based on this idea, Inspur breaks down service content into standard free service and personalized charge service. For example, some basic requirements such as replacing a hard disk and repairing hardware can be handled according to standard services, and the service cost of an enterprise can be minimized through standardizing service processes and large-scale operations. Similar to data maintenance, data backup, network operation, IT consulting and Planning individual needs due to the user’s industry and application of different characteristics which require enterprises