| 摘要 |
A method to manage an information technology service account comprises engaging a customer to establish the information technology service account and engaging in four phases of management. In the reactive phase, the steps of training the customer on support and assessing technical needs of the customer are performed. In the proactive phase, the steps of establishing a problem reporting procedure, deploying the problem reporting procedure to the customer, identifying known issues of the information technology service account based at least in part on the problem reporting procedure, identifying solutions to the identified known issues are performed. In the planning phase, the steps of determining additional or substitutive tools for the information technology service account based on the problem reporting procedure, querying product releases of the customer, querying technology roadmap of the customer, determining additional or substitutive tools based on the product releases and technology roadmap are performed. In the maintenance phase, the steps of collecting customer feedback data, and determining modification of one or both of steps of the previous phases and one or more tools based on the customer feedback data.
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