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随着用户对IT系统依赖性的渐趋增强,中国IT服务市场的发展速度和市场规模的预测也就越来越让人心动。2001年,陷于寒冬的IT业内,无论硬件厂商、软件厂商还是渠道厂商,都纷纷踏上了向服务转型的征程。进入2002年,服务成为用户新的需求热点并形成企业利润的重要来源,各厂商迈向服务市场的脚步也似乎越走越快。然而就在各行各业都在擎起服务大旗的时候,有人却不禁要问:什么样的服务才是用户真正需要的服务?市场上供应商提供的IT服务有没有层次上的差别?IT服务应该怎么做? 最近,中国惠普公司又新推出了一项Smart Coverage”的计划,引起了记者的关注。惠普从事IT服务时间长,经验丰富,是典型的服务供应商,其动向也具有代表性。记者因此借机采访了中国惠普商业用户支持部经理刘桦、中国惠普支持服务事业部执行总经理张全,请两位IT服务的专家从客户的角度,就上述问题谈谈他们对中国IT服务的看法。
With the increasing dependence of users on IT systems, the forecast of the development speed and market size of China’s IT service market will become more and more exciting. In 2001, in the cold winter IT industry, regardless of hardware manufacturers, software vendors or channel manufacturers, have embarked on a journey to service transformation. In 2002, the service became a new hot spot for users and formed an important source of corporate profits. The pace of the steps taken by manufacturers to the service market also seemed to get faster and faster. However, when all trades and industries are setting off the banner of service, some people cannot but ask: What kind of service is the service that users really need? Is there a level difference in IT services provided by suppliers in the market? IT How should the service be done? Recently, China Hewlett-Packard Co., Ltd. has launched a new Smart Coverage program that has attracted the attention of reporters. Hewlett-Packard is engaged in IT service for a long time and has rich experience. It is a typical service provider and its trends are also representative. The reporter therefore took the opportunity to interview Liu Hua, China’s HP Business User Support Manager, and Zhang Quan, Executive General Manager of China’s Hewlett-Packard Support Services Division, and asked two IT service experts to discuss the above issues with their customers from the perspective of the customer. IT service perspective.