IT서비스관리 전략에 기반한 동부CNI의 서비스 혁신 사례연구

Abstract

As Service industry is growing rapidly, the proportion of services in the world economy as a whole is growing and the dependence on service of various industries in the area outside of the service industry are increasing. IT industry is no exception. As increasingly faster to speed up the development of the IT, customers who served IT service want to be satisfied with the various needs of service aspects as well as the technical requirements of the existing IT service. On the basis of recognition that the customer satisfaction and the success of IT service are influenced by the management of IT service quality, This study provide direction that domestic firms is desirable to accept IT service and achieved new value performance that is IT service value creation ultimately through innovation strategy of IT services quality management.