導入 ISO 20000 之過程研究-以淡江大學為例

Processes Study of ISO 20000 Implementation－A Case Study in TamKang University

李中宇(Chung-Yu Li)

指導教授 ： 黃明達

淡江大學/管理學院/資訊管理學系碩士班/碩士(2008年)

https://doi.org/10.6846/TKU.2008.00472

摘要

InformationWeek 研究機構於 2006 年的調查中指出組織對於資訊服務管理的需求比前一年增加了12%。由於目前國內取得 ISO 20000 認證的只有 8 個組織並無教育機構，且導入 ISO 20000 的相關研究資料也相當稀少。組織導入遭遇問題時，較缺乏其他個案解決方法或經驗可參考，因此本研究想藉由淡江大學個案之研究的記錄與分析呈現導入過程。本研究生於 2007 年 11 月初導入 ISO 20000 專案正式啟動時至 2008年 5 月中第一次預先評估結束後的期間中，固定參與每週一次的專案會議。藉以將此研究個案之導入過程記錄比較分析 OGC 所出版之《規劃導入服務管理》中的 ITIL 導入流程。

本研究針對淡江大學導入 ISO 20000 提出以下三點結論：(1) 建議增加人力與投入時間使 2008 年 7 月底可完成導入，否則為完整性建議將認證時間延至 9 月中。(2) 第一次預先評估結果雖不能論斷與取得認證之間有重大落差，但在取得認證前應補齊目前未完成的要求。(3) 應討論導入範圍是否須整合 ISO 27001 標準範圍以求兩種標準一致。於此研究中本研究生學習到了專案如何進行與訂定 ISO 20000 整體架構等經驗。本研究對於後續欲導入 ISO 20000 的組織提出關鍵因素圖並建議：(1) 需建立堅定的組織願景，決定後就不應大幅更動。(2) 各階的管理制度文件必須充分而完整。(3) 取得認證後，重點應放在如何持續改善。

關鍵字

ISO 20000 ； 個案研究 ； 導入過程

並列摘要

The investigation of the InformationWeek development facility in 2006 pointed out the information service demand of the organization has increased by 12% compared to the previous year. Currently merely 8 organizations in Taiwan have been authenticated with ISO 20000. Furthermore, among these organizations, non-education institutions are minorities, also implements the ISO 20000 correlations research material quite to be also scarce. When an organization implements an empirical issue, lack of other documents or experience can be the cause of failure, therefore, this project employed document record and analysis method developed in Tamkang University to implements the process. This project implements when the ISO 20000 special-case official started in the beginning of November, 2007. By the middle of May, 2008, first anticipatory evaluation has been accomplished with a participation in a weekly special-case conference. So as to use this case’s process record document comparative analysis OGC publication "Plan to Implement Service Management" implement ITIL flow.

This study in view of the Tamkang University implements ISO 20000 to propose the following three conclusions: (1) Suggested that increases the manpower and time causes at the end of July, 2008 to be possible to complete implements, otherwise for the integrity suggested that will authenticate the time to delay in September. (2) Although first anticipatory evaluation cannot the judgment with obtain the Certification to have the significant dropping variance, but before obtaining the Certification should make up has not completed at present together. (3) Should discuss implements the scope whether can the conformity ISO 27001 reference range two kind of standards be in order to consistent. For this study this graduate student to study the special case to carry on with how subscribes decides experience and so on ISO 20000 overall overhead constructions. This study implements the ISO 20000 organizations regarding the following desire to propose that the key factor chart and suggested: (1) Must establish the firm organization prospect, decided, should not change largely. (2) Every level’s management system document must be full and be complete. (3) After obtaining the Certification, how should place with emphasis to improve continually.

並列關鍵字

ISO 20000 ； Case Study ； Implementation Process

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