Information Technology for Human-Oriented Transfer of Comprehensive Software Support Requests

The globalized IT market relies heavily on international teams, but cross-team collaboration suffers from operational delays caused by time-zone gaps and cognitive, perception-based incompatibilities. This study develops a human-oriented information technology (IT) for the unified transfer of software maintenance requests within international product and outsourcing enterprises. The technology’s methodological foundation shifts the problematic of subjective perception in human–software interaction (HSI) from an irrational domain into a measurable, rational plane. Empirical validation was conducted using a dataset of 25 subjects/agents across 7 teams, mapping 12 product-domain factors to synthesize personalized multi-factor portraits/profiles. This technology successfully neutralizes cognitive barriers and minimizes request stagnation caused by redundant clarifying queries. Under strict constraints of initial blind asynchronous transmission, the developed IT achieved a statistically significant optimization of baseline corporate KPIs: the Service Level Agreement Compliance Rate (SLA CR) advanced by 3.1% to 80.4% (p < 0.001), the Customer Satisfaction Score (CSAT) increased by 2.5% to 75.3% (p < 0.01), and the Mean Time to Resolution (MTTR) was compressed by 0.9 h to 29.2 h (p = 0.0157), ensuring predictability and efficiency in software lifecycle maintenance.