- 學位論文
運用ITIL架構建置資訊部門績效評估 模式-以A公司為例
The Performance Evaluation of IT Department Using ITIL Framework – The Case of A Company
摘要
知識經濟時代來臨，各產業競爭腳步越趨激烈，為了創新產品服務，經營者對於新型態資訊科技應用投資無不加緊腳步。然而在此同時，如何兼顧財務管理目標，又能引導新資訊科技應用服務符合企業架構及目標，已經成為是否能讓公司永續經營持續獲利的重要關鍵。 本研究使用Cost-ITIL-DEA績效評估方法。此方法運用資料包絡法(Data Envelopment Analysis, DEA)分析，將資訊部門功能性單位視為決策單位(Decision Making Unit, DMU)，組織營運實際產生的人事費、差旅費、採購費、雜項支出費之四大費用做為(Cost)投入項目。資訊科技基礎架構庫(Information Technology Infrastructure Library, ITIL)中的服務策略、服務設計、服務移轉、服務維運及持續服務改善各階段內所屬之流程績效平均結果做為產出項目。 本研究將投資在資訊部門各單位成本，與其在ITIL各階段服務績效平均得分，經DEA方法分析與結果討論，最後再以此方法與傳統績的資訊部門組織績效評估方法兩者做比較，以了解兩者間特性差異和優缺點。此目的為量化投資成本與ITIL績效產出間之關係，藉以提供管理者不同角度去探究組織績效間之變化，進而思考如何改進各項實際費用與資訊服務間之效益。 研究結果發現，若以組織營運四大費用同時投入，則不僅可清楚指出該資訊單位需提升何種ITIL階段內之服務流程，若同時與傳統績效評估方法比較，能更讓資訊部門主管認同。本研究同時也發現，分別以人事相關費用和資產設備雜項支出費用為投入項發現，此兩種方法更能鑑別出該條件下不同資訊單位間整體組織績效表現。
並列摘要
The advent of the era of the knowledge economy, the enterprise competitiveness increase rapidly. In order to enhance the competitiveness of theinnovative products and service quality, it is necessary to invest more resources on the application of new technology services for managers. Meanwhile, how to take the financial management and the new technology application services into consideration, it has become the most important critical key pointto keep the goal. This study applies Cost-ITIL-DEA method which usesdata envelopment analysis (DEA) to select the IT functional departmentsas the decision making units (DMU) and the organization operating costs of real expenses, including staff cost, travel cost, procurement fees, and miscellaneous expenses as input the items (Cost).The average process performancefromthe five various stages of Information Technology Infrastructure Library (ITIL), including the service strategy, service design, service transfer, service operation, and continuous service improvement,is usedas the output items. This study will consider the cost investment and the average of the IT departments in the ITIL performance processes, which will be analyzed and discussed through the Cost-ITIL-DEA method. Finally, the method results will be compared with the traditional performance assessment that can be verified and analyzed the differences between advantages and disadvantages. The purpose of this research is to quantify the relationship between the investment cost and the ITIL performance. Using the different viewpoints can provide for the managers to explore changes in organizational performance, and think about how to improve the effectiveness of the actual costs and the new information services. The research results show that the goal of the ITIL processes during investing the four organization operating costs will be clarified. At the same time, the comparisons between the traditional performance evaluation and the Cost-ITIL-DEA method are also illustrated more recognition for the department heads. This study results also prove that it is the better way to identify the specific performance of the different information units in the overall organization when the inputs is selected as the personnel related costs or the capital equipment with miscellaneous expenses.