ISO20000认证 IT信息服务业在服务营销及交付方面的常见问题
发布时间: 2015-12-08 14:44 点击：
ISO20000认证 IT信息服务业在服务营销及交付方面的常见问题
Common problems in service marketing and delivery of ISO20000 certified it information service industry
数软件企业随着业务的不断拓展，在服务营销及交付方面面临着各式各样的问题，主要问题如下：
With the continuous development of business, several software enterprises are facing various problems in service marketing and delivery. The main problems are as follows:
1） 来自客户在软件业务上投诉、咨询、服务请求的数量逐渐增多，响应与处理时间延时，漏报、错报的事件经常发生；
1) The number of complaints, consultation and service requests from customers in software business is increasing gradually, the response and processing time is delayed, and the events of missing report and wrong report often occur;
2） 客户相对分散，管理也相对分散，客户问题信息及解决方案共享难度大；
2) Customers are relatively scattered and management is relatively scattered, so it is difficult to share customer problem information and solutions;
3） 客户关心软件提供商所交付的软件是否具有一定程度的安全保障性；通过以下几种途径来管理软件外包商的服务与信息安全管理，如下：
3) Customers are concerned about whether the software delivered by software providers has a certain degree of security; they can manage the service and information security management of software outsourcers through the following ways, as follows:
（1） 需组建专门的服务团队管理运维的服务与安全，服务团队要根据客户的需求建立完善的服务保障体系，规划组织人员角色与职责，并定期与客户针对于服务质量取得沟通与确认。针对员工情况要进行及时的宣导与培训。定期盘点信息安全资产，明确信息安全要求，明晰风险评估和处理的方法和流程。
(1) It is necessary to set up a special service team to manage the service and safety of operation and maintenance. The service team should establish a perfect service guarantee system according to the needs of customers, plan the roles and responsibilities of organization personnel, and regularly communicate and confirm the service quality with customers. Timely propaganda and training should be carried out according to the situation of employees. Regularly check the information security assets, clarify the information security requirements, and clarify the risk assessment and processing methods and processes.
（2） 软件外包商应建立整套的IT 服务意识与保密机制，主动的服务意识与风险控制管理，可以深刻了解企业组织的特征。
(2) Software outsourcers should establish a complete set of IT service awareness and confidentiality mechanism, active service awareness and risk control management, which can deeply understand the characteristics of enterprise organization.
（3） 依据多体系整合原则来建设管理流程，做到真正意义上的“事事有人管，人人有事做”，并依据流程标准严格控制信息访问及资产管理的s全。
(3) According to the principle of multi system integration, the management process should be constructed to achieve the real meaning of "everything is managed by someone, everyone has something to do", and strictly control the information access and asset management according to the process standards.
（4） 通过购买或自己开s一套流程实施工具，有效固化管理流程，设置预告警及定量指标，主动跟踪及监测日常操作活动，统计与分析监测数据，改善客户服务；均衡测量监测体系，持续监控各种变化，从监测结合中寻求持续改进的机会。服务质量与信息安全只是软件外包商的过程改进的一种手段，企业要想更有s的改进过程，需求更多的努力与更全面的规划，可以借鉴本节刚开始所提到的几大体系及模型。
(4) Through purchasing or opening a set of process implementation tools, effectively solidify the management process, set warning and quantitative indicators, actively track and monitor daily operation activities, statistics and analysis of monitoring data, improve customer service; balance the measurement and monitoring system, continuously monitor various changes, and seek continuous improvement opportunities from the combination of monitoring. Service quality and information security are only a means to improve the process of software outsourcing. Enterprises need more efforts and more comprehensive planning if they want to have a more s-improvement process. They can learn from several systems and models mentioned at the beginning of this section.