IT services in the era of cloud computing are promising

The annual China Internet Conference was held in Beijing last week. One of the two themes of this conference is "Service - The Value of the Internet." Microsoft's Asia Pacific Global Technical Support Center is the first time to participate in the Internet Conference. General Manager Ke Wenda delivered a speech on the topic of "Cloud Computing Brings Changes to IT Services" to share the development of Microsoft IT services in the era of cloud computing and the era of the Internet Microsoft Asia Pacific New Developments in Global Technology Support Center Services.

"When cloud computing comes up with such a new business model, its product itself is a service." Ke Wenda said, in a word, the relationship between cloud computing and IT services.

Ke Wenda said that the service is not only used to improve customer satisfaction, we also use services to enhance customer loyalty. In the cloud computing business model, companies face a new external environment: you may have your customers' lifetimes and may lose customers in the cloud computing business model. Customer loyalty becomes one of the most important factors in measuring the quality of service teams. index of.

As cloud computing applications and services become more widespread and more applications are generated, the operating model will become more and more simplistic. The ultimate goal is to give users and customer groups a simple and convenient solution. Public and private clouds are mutually dependent.

From a customer perspective, adopting cloud computing can greatly reduce costs and time consumption. IT procurement and technical issues are simplistic, and customers can focus on the real application level. For the average enterprise, its own IT service or application software is just a tool. Cloud computing is slowly transforming IT services and IT computing into a "telephone, television, and hydropower" application, simplifying it. Cloud computing itself will be as popular as traditional IT services like the Internet and will be widely adopted.

IT Services in Cloud Computing

Cloud computing has become the focus of everyone's discussion. Currently, there are not many cloud computing commercial products. Many new products and applications will be proposed in the next three to five years. Ke Wenda pointed out that "Microsoft's Asia Pacific Global Technical Support Center is very important to establish a team dedicated to cloud computing services. There is no service is the best service, and our service is a number of valuable services."

Many of Microsoft's things are realized through partners. A very important partner is software developers. There must be many software developers on the cloud computing platform to complement each other. The provision of cloud computing services will in fact derive many different services. "How to help software developers to provide the above services, how to integrate the services they provide to make customers feel satisfied, these issues require us to complete through the partners under the cloud computing platform." Ke Wenda said.

Ke Wenda believes that one of our biggest problems is how to first integrate the cloud computing service team into the use of cloud computing products without any obstacles in the use of the process, and then strengthen the user's confidence, so that there will be more and more The more people move in this direction, the entire community, the entire platform will be established.

Cloud computing China landed

Asked about the preparation of Microsoft's entire cloud computing platform in China and related services. Ke Wenda explained that Microsoft's Asia Pacific Global Technical Support Center is based in China with resources throughout Asia and serves not only Chinese customers but also Australia, Singapore, and China. Many countries and regions in Asia, such as Hong Kong, have conducted pilot projects. Some cloud computing platforms have been launched and used, and the Microsoft Asia Pacific Global Technical Support Center is providing services.

"I am not sure whether the landing of cloud computing in China will result in different business models because of different strategies. However, we have already prepared basic service models and are ready to land." Ke Wenda said that the cloud computing application model itself In the constant introduction, at present our service model can be followed by its continuous introduction in this area.

Ke Wenda emphasized that "we hope that some of our experience in other parts of the Asia Pacific region will provide a good backing and support for the future development of cloud computing in China."

IT Service Team Challenge

In the era of cloud computing, IT services will have more or less impact and challenges. Ke Wenda said that there will be great changes in customer service agreements. They expect all-weather, free, multi-channel, and customized services. In the aspect of partners, the business model has changed a lot, and it is also a big challenge. Microsoft must work together with partners to jointly develop business development, and provide and develop applications and solutions based on Microsoft technical support.

The objects of Microsoft's services are very extensive. At present, the use of its own resources to provide services is oriented to corporate behavior. Many 7×24 services are also targeted at large enterprises. They have a close relationship with Microsoft and are paid for. For general consumers and general IT customers, it is basically free, or with some outsourced vendors, Microsoft provides services through outsourcing, including customer outsourcing partners. "Microsoft is still mainly based on partners. As far as the service itself is concerned, technical aspects can be outsourced," said Ke Wenda.

In fact, the biggest beneficiaries of cloud computing should be small and medium-sized enterprises. Small and medium-sized enterprises did not have the resources and ability to purchase an all-weather service. However, under the state of cloud computing, 7x24 services for small and medium-sized enterprises have become a necessary condition. From a service perspective, they can get more support in this aspect from the perspective of cost.

Ke Wenda realized that the challenge that cloud computing poses to the IT service team is that the demand for technical support is more urgent and the impact on customer business is even more significant; secondly, higher skills and knowledge are required for technical talents. It is to reset, optimize processes, and allocate resources to meet customers’ needs at any time of the day. Through internal training mechanisms, Microsoft trains its employees to enable them to truly equip them with new skills, meet new customer needs, and advance the transformation of our innovative services.

IT services to the Internet

In the environment of the Internet, cloud computing seems to be a big trend in the future in terms of changes in technology and business models.

IT services will be increasingly valued in Internet services. Ke Wenda believes that when everyone is using cloud computing to perform operations, the role represented by the service will change, and its importance should also change. It is an increase or decrease. It needs our IT service industry people to go together. Work hard to highlight its value.

Ke Wenda pointed out that one of the important advantages of the Internet is its speed and timeliness. We consider that we can increase customer loyalty and preference for Microsoft's brand, perhaps because we will provide faster, more timely and more accurate The service information then interacts with Microsoft's brand, as well as the loyalty of Microsoft products, to create some better services.

The Internet has unlimited possibilities. In the era of cloud computing, IT services will be increasingly valued by customers and gradually become one of the foundations and competitiveness of company operations. More and more SMEs will begin to value and rely on IT services to improve operational efficiency through an easier-to-use, economical and self-service approach based on the Internet. For large customers, they will not only be satisfied with general IT services, but will also need to support their development goals and innovation plans through integrated consultation and solutions to enhance their competitive strength.

The joint efforts of the Internet and IT services have made China's IT service market even more powerful. Ke Wenda said with confidence that "Microsoft's Asia Pacific Global Technical Support Center will have a lot to do in this area."

According to reports, the Microsoft Asia Pacific Global Technical Support Center's service model has evolved from a traditional, offline-based technical support service model toward online, easier-to-use, and more proactive value-added services, expanding more active value-added and online services. , such as online technical support community - MSDN, TechNet, MS Answers, partner online support, automatic repair service Fixit, online self-help and knowledge base functions - Yi Baodian and so on.

Social networks continue to try
Talking about the hot topic of social networking, Ke Wenda said that in the establishment and support of the community, Microsoft's Asia Pacific Global Technical Support Center has invested very early, for example, from TechNet to MSDN are very technology-oriented communities, but also a social network Only technicians are interested in it.
In addition to establishing its own community in Asia, Microsoft also provides global services in this area. Currently, some of the major communities where Microsoft submits problem support online are provided by the Asia Pacific Global Technical Support Center. In addition to Chinese, it also provides global services in English.

When Windows 7 was launched last year, Microsoft made some attempts to set up a blog on Renren. In the Asia Pacific region, including Singapore, Australia, and other countries, there are also some Facebook and Twitter accounts.

Referred to Windows 7, Ke Wenda revealed that Windows 7 product quality in many aspects beyond, the service volume is much less than expected, after the product launched three or four months ago, we put about 50% of the resources invested in this area are Lost because of its stability, quality, and user interface. The service volume at the very beginning has greatly decreased, and then gradually a trend is seen. The service volume will increase slightly. Because the use and acceptance of products will become more and more extensive, there will be a substantial increase in the number of services. The percentage is much lower than before.

Ke Wenda frankly stated that communities and social networking sites are a powerful tool. We are trying, but really large-scale, more comprehensive and systematic integration of all resources to provide services in this area. Microsoft is still considering how to make full use of the community and socialization. The website is the issue we are thinking about.
For example, on a fan page (fan page) that is available on Facebook and other websites, Microsoft is considering how to use and use the fan page, so that it has a lot of innovative space and ideas.

In addition, the Microsoft Asia Pacific Global Technical Support Center has also launched a number of active value-added services.