We know that the concept of IT services has been around since the early days of the information technology era. In the traditional definition, IT support service Kuala Lumpur providers provide users with information consulting, software upgrades, hardware maintenance and other services that fall under the scope of IT services. The continuous progress of information construction has led to an increasing reliance on IT for enterprise business. This not only requires IT services to continuously and uninterruptedly support business operations, but also to create more opportunities for business departments to better achieve their business goals.
Unlike traditional IT management, IT service management is a service-centric approach to IT management, where the main task of the IT service provider is to provide cost effective, high quality IT support services to the customer. The quality and cost of IT services are judged by the customers of the IT services. At the level of specific IT operations, it is not the traditional function-centric approach to IT management, but rather process-centric, sorting out the core processes from the complex IT management activities, such as incident management, problem management, change management and configuration management, standardising and standardising these processes, clearly defining the objectives and scope of each process, costs and benefits, operational steps, key success factors and performance indicators, relevant personnel and performance indicators, the responsibilities and rights of the people involved, and the relationships between the processes.
However, the IT service resources have now changed a lot. On the one hand, the number of engineers is increasing, on the other hand, there is a large stock of spare parts and a more adequate circulation. In the course of the promotion of IT service management standards, the parties’ knowledge of service management norms and techniques is deepening and improving.
The challenge of talent is easy to understand. Digital transformation is driving an unprecedented era where technology is the driver of business growth, but most of the technical talent is being captured by technology companies or internet companies, and objectively speaking, traditional companies are really lacking in attracting technical talent.
Since the environment has changed dramatically, IT service offerings should also change in time. It is the personalisation and customisation of services and the provision of special services for customer needs. Small and medium-sized service providers are in demand in terms of resources, their original business model is very simple, contracted to some manufacturers or larger service providers after signing contracts with customers, but this is obviously a model with insufficient sustainable development momentum, to build a platform is to solve this demand of service providers.