IT MAINTENANCE SERVICE

Presented by:

Abhijat Dhawal 80303120011

Abhishek Gupta 80303120017

Aniket Vaidya 8030310060

Anirudh Prasad 80303120063

IT Industry

• Information Technology is poised to become a US$ 225 billion industry by 2020.

• The IT sector has become one of the most significant growth catalysts for the Indian economy.

• The sector is estimated to have grown by 19 per cent in the FY2011.

2

“Collaborative Support” – Vision

Connectivity

Better Support Faster.. Bring all the right resources

to the problem

Tools

CustomerInformation

3rd Party / PartnerSupport Personnel

Customer’s Support Personnel

Global ProductSupport

AdvancedSupport

Consulting /Implementers

Development

2

Oracle Web Conferencing

• Next generation of Oracle Direct Connect - hosted by Oracle and part of Collaboration Suite

• Easy to launch directly from the MetaLink homepage

• Multi-user enabled - all involved parties can participate to help diagnose your issue

• OWC sessions can be recorded - vital info can be shared within Oracle once captured

• Screenshots can be captured on the fly

Oracle Web Conferencing

• Increased security

• Hosted by Oracle

• Uses Secured Socket Layer with 128-bit data encryption

• 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

Access from MetaLink

• Arrange time for OWC session with Support Engineer through SR

• Log into Metalink

• Click on Oracle Collaborative Support button in lower left corner

Join your Conference

• Clicks Conference Title matching TAR/SR number

Enter your Details

• For your security: your unique Customer Service Identification (CSI) is used as the meeting Password or Conference Key

• Once your name, email address & Company are provided, you may join conference

Initial Screens

• First see Initialization screen, then

• Invitation to present your issue to Oracle Support

Sharing Modes

• Select 4th icon from left to begin Desktop Sharing Mode

• To present an application, click the Share an Application icon

• To present an area of your desktop, click the Share an Area icon or for entire desktop, click the Share Entire Desktop icon

Desktop Sharing Mode

Share an Application

Share an Area

Stop Sharing

Share Entire Desktop

Sharing experience with experts

To resolve complex issues, Engineer & Customer may need to share their findings with Oracle Development or system experts, not present.

• Record on screen activity and/or conversation if acceptable to customer

• Recorded sessions are password protected for security only to be seen by participants and designated persons

Record SessionVoice Streaming

Mediation Controls

• Host or presenter can grant authority to any attendee

• Presenter rights, click the blue (person) icon next to the attendee’s name

• Shared control, click the yellow (mouse) icon next to the attendee’s name

Resolving Problems

• Click on New User if experiencing problems

• Then Test to check system compatibility

Overview

• 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 for clients”

• Core Values- • Availability and Responsiveness to customers

• Clear and concise communications -internally and externally

• Accountability and Accuracy

• Quality

Services

• Software installation, support, and queries .

• IT Maintenance.

• Support Windows, Macintosh, Unix (Solaris/Linux) platforms.

• Support Java, C#, mainframe.

• E-mail installation, questions, or problems.

• Network configuration problems including IP addresses.

7 P’s of Services

Marketing

Products/

Service

People

Price

Place

Promotion

Physical Evidenc

e

Process

Software Development Life Cycle

Planning

Analysis

DesignImplementation

Maintenance

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.

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.

Relative Importance of Service Dimensions

Constructs/

Dimensions

Rank

Perception (P) Expectation (E)Service Quality

Mean SD Mean SD (P-E)

Tangibles

3 3.288 1.3878 3.21 1.217 1.646

Assurance

4 3.01 1.5538 2.99 1.558 4.17

Empathy

2 3.68 2.2236 4.78 2.456 -9.14

Responsiveness

5 3.384 1.46 3.214 1.26 2.175

Reliability

1 3.754 1.932 3.239 1.532 6.14

Significance & Recommendations

• Selling IT contracts – secured way to generate revenue

• IT Company to develop human resource management strategies to train employees.

• Customer handling department of employees should pay more attention to the tangible aspects of the service quality.

• CRM employee should focus on specific items including equipment and physical facilities, appearance of employees, materials associated with the service, and operating hours in the IT Company.

• Use of simulation for training purpose

• Webinars, conference calls to solve minor issues.