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IT MAINTENANCE
SERVICE
Presented by:
Abhijat Dhawal 80303120011
Abhishek Gupta 80303120017
Aniket Vaidya

8030310060

Anir...
3rd Party / Partner
Support Personnel

IT Industry
“Collaborative Support” – Vision
Oracle Web Conferencing

Development

...
Access from MetaLink
Join your Conference
Enter your Details
Oracle Web••Conferencinguniquewith Service
Clicks Conference ...
Resolving Problems
Initial Screens
Sharing experience with experts
MediationModes
Sharing Controls
Desktop Sharing Mode
Sh...
Overview
Services
• Vision- “Provide high quality service and be a bench mark in the industry”
• Mission-” To be the premi...
Planning

People

Process

7 P’s of Services
Marketing
Maintenance

Analysis

Price

Software
Products/ Development
Life C...
Technology Impact.
• Company is in the business on IT Service: staff has to have adequate skills.
• Technology is backend....
Service Gaps
•

•
•

There is a Gap existing in the employee’s courtesy level. This is type 1 Gap: (Not
knowing what custo...
Relative Importance of Service Dimensions
Significance & Recommendations
•
•
•

•
•
•

Service

Constructs/
Selling IT con...
Service marketing presentation
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Service marketing presentation

  1. 1. IT MAINTENANCE SERVICE Presented by: Abhijat Dhawal 80303120011 Abhishek Gupta 80303120017 Aniket Vaidya 8030310060 Anirudh Prasad 80303120063
  2. 2. 3rd Party / Partner Support Personnel IT Industry “Collaborative Support” – Vision Oracle Web Conferencing Development • Information TechnologyBetter Support Faster.. 225 billion industry by is poised to become a US$ 2020. Bring all the right • Next generation of Oracle Direct Connect - hosted by Oracle and part of Collaboration resources to the • /Suite ConsultingThe IT sector has become one of the most significant growth catalysts for Implementers Advanced problem • the Indian economy. the MetaLink homepage Easy to launch directly from Support • The sector is estimated to have grown by 19 per centdiagnose your issue • Multi-user enabled - all involved parties can participate to help in the FY2011. • OWC sessions can be recorded - vital info can be shared within Oracle once captured Global Product Support Customer’s Tools •Support Personnel can be captured on the fly Screenshots Customer Information Connectivity 2
  3. 3. Access from MetaLink Join your Conference Enter your Details Oracle Web••Conferencinguniquewith Service Clicks Conference Title matching Arrange time for OWC session Customer For your security: your • • • • TAR/SR Engineer is used as Supportnumber through SR the meeting Password Identification (CSI) or into Metalink LogConference Key Increased security • • • • • Hosted by Oracle • • Click on Oracle Collaborative Support • button in lower left email address & Company are Once your name, corner Uses Secured Socket Layer with 128-bit data encryption provided, you may join conference SR and CSI numbers required to collaborate MetaLink access is needed to collaborate Only standard outbound HTTP and HTTPS ports (port 80 and port 443) are used Default mode is Oracle seeing Customers screen Customer can decide to allow Oracle mouse/keyboard control Customer can share desktop, application or individual windows – Sharing only required information
  4. 4. Resolving Problems Initial Screens Sharing experience with experts MediationModes Sharing Controls Desktop Sharing Mode Share an Application Share an Area VoiceStop Sharing Streaming Record Session Share Entire Desktop • First To resolve Host or presenter can grant authority to anyneed to share their findings with complex issues, Engineer & Customer maysee Initialization screen, then • attendee • Invitation Oracle Development or system experts, not present. to present your issue to • ClickPresenter rights, click the blue (person) icon next to the attendee’s problems • on New User if experiencingbegin Desktop Sharing Mode Oracle Support • Select • • Thenname 4th icon from left to conversation if acceptable to customer Record on screen activity and/or Test to check system compatibility • Shared control, click the yellow (mouse) icon next to to attendee’s To sessions are password protected Application icon • Recordedpresent an application, click the Share anfor security onlythebe seen by participants • and • name designated an area of your desktop, click the Share an Area icon or for entire desktop, To present persons click the Share Entire Desktop icon
  5. 5. Overview Services • Vision- “Provide high quality service and be a bench mark in the industry” • Mission-” To be the premiere Support and Technical Services provider that • helps to create a prosperous future queries . Software installation, support, and for clients” • Core Values• IT Maintenance. • Availability and Responsiveness to customers • Support Windows, Macintosh, Unix (Solaris/Linux) platforms. • Clear and concise communications -internally and externally • Support Java, C#, mainframe. • Accountability and Accuracy • Quality • E-mail installation, questions, or problems. • Network configuration problems including IP addresses.
  6. 6. Planning People Process 7 P’s of Services Marketing Maintenance Analysis Price Software Products/ Development Life Cycle Service Physical Evidence Implementation Design Place Promotion
  7. 7. Technology Impact. • Company is in the business on IT Service: staff has to have adequate skills. • Technology is backend. Accounting for instance • Technology glitch could have adverse effect on the quality and trust. • Customer/ Client are technology literate. • Technology is used in all the phases of service generation.
  8. 8. Service Gaps • • • There is a Gap existing in the employee’s courtesy level. This is type 1 Gap: (Not knowing what customers expect) Each might have occurred due to lack of inward communication and insufficient relationship focus mostly by the employee and sometimes by the customers. Gap3 (Not delivering to the service standards) where in the reason could be failure to match supply & demand and the problems with service intermediaries. Gap 4 ( Not matching performance to promises) it could be due to lack of communications as some of the customers also lack the knowledge of understanding.
  9. 9. Relative Importance of Service Dimensions Significance & Recommendations • • • • • • Service Constructs/ Selling IT contracts – secured Perception (P)revenueExpectation (E) way to generate Quality Dimension Rank IT Company to develop human resource management strategies to train employees. s Mean SD Mean SD (P-E) 3.754 1.932 3.239 1.532 6.14 Customer handling department of employees should pay more attention to the tangible Tangibles 3 aspects of the service quality. 3.288 1.3878 3.21 1.217 1.646 CRM employee should focus on specific items including equipment and physical facilities, Assurance 4 3.01 1.5538 2.99 1.558 4.17 appearance of employees, materials associated with the service, and operating hours in the IT Company. Empathy 2 3.68 2.2236 4.78 2.456 -9.14 Use of simulation for training purpose Responsive 5 Webinars, conference calls to solve minor 1.46 issues. 3.384 3.214 1.26 2.175 ness Reliability 1

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