企業導入ITIL標準化作業成效之研究－以IT基礎服務、電信服務及應用軟體服務個案為例

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Title:	企業導入ITIL標準化作業成效之研究－以IT基礎服務、電信服務及應用軟體服務個案為例
Other Titles:	The effect of ITIL standardized homework implementation practices on business performance - With IT basic service , telecommunication service and application software service , as the example
Authors:	方星淞 Fang, Xing-Song
Contributors:	許書銘 Hsu, Sue-Ming 東海大學管理碩士在職專班
Keywords:	資訊科技基礎架構庫;資訊服務;最佳實務 Scientific and technological infrastructure storehouse of information;information service;the best practice
Date:	2009
Issue Date:	2011-02-22T08:27:01Z (UTC)
Abstract:	資訊服務的提供不論其交付對象是單位內部成員或外部的機關，對於服務的提供者而言，不斷面對的挑戰是：所使用的資源與所提供的服務內容與品質是否符合「客戶」與「用戶」的期望？會產生質疑的原因在於：資訊服務提供者多以技術的觀點來作為服務交付的出發；而用戶則以滿足自身使用需求為中心。這兩個不同出發點或許可以產生交集，但更多時候是供需雙方都因非交集的部份受到對方的質疑與責難。如何消弭雙方因對於「資訊服務」的認知落差而產生的負循環，故從服務設計階段就應調整彼此間對於資訊服務的認知進而讓供需雙方成為兩股互補的助力來協助資訊服務的發展及優化，是電腦化（電子化？）以來資訊服務供需雙方一直亟待解決的問題。 Information Technical Infrastructure Library (ITIL) 是一套公開、並用於規範資訊技術服務管理的架構，目前已成為一種規範標準，全球有無數的組織與機構，遵循ITIL的最佳實踐方法(Best Practice)來改善資訊服務作業流程(Processes)進而提昇資訊技術服務效率。適用對象常是資訊服務商或企業的資訊單位。由於台灣產業正逐漸由技術導向轉為服務導向，相信企業對於IT服務管理的需求將會日漸增加。本研究主要以探討IT基礎服務、電信服務及應用軟體服務三個案，其導入ITIL後之成效為研究重點，期能將所發現提供未來企業導入的參考與殷鑑。關鍵詞：資訊科技基礎架構庫、資訊服務、最佳實務 No matter it is delivered to the target it is members or external organ inside the unit in the offering of information service, as to provider serving, the challenge that is facing constantly is: Do the resource and service content and quality offered used accord with the expectations of ' the customer and users '? The reason that will produce the query lies in : Information service provider come conduct more serve with view of technology to serve as the begin of paying service; Users regard meeting oneself and using the demand as the centre. Perhaps these two different starting points can be produced mixedly, but all both sides of the supply and demand at more time because the non- mixed part is queried and censured by the other side. How to prevent both sides to emerge because of cognitive drop to ' information service ' brining worst circulation, so it is from serving on the design phase and Optimize, which is the urgent problem demand to be solved for both sides in supply and demand in information service since the computerization have been. Information Technical Infrastructure Library (ITIL) is a set of disclose and to standardize the structure of information, technological service of management. Which has already become a kind of standard of standardizing at present. there are countless organizations and institutions in the whole world, following the best practice method (Best Practice ) of ITIL to improve the homework procedure of information service (Processes ), and then promote the technological service efficiency of information. The suitable target is often a information facilitator or the information units of enterprises. Because the Taiwan industry is led by technology and transfered strought to the direction of serving gradually, beening believed that enterprises will increase IT demand for serving management day by day. This research main to probe into three case：IT basic service, Telecommunication service, Application software service, it channel into effect after the ITIL for focal point of studying , hope that I find can offer reference and a suggestion which enterprises channel into in the future. Keyword : Scientific and technological infrastructure storehouse of information , information service , the best practice
Appears in Collections:	[高階經營管理碩士在職專班] 碩士論文

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