以ITSM為基礎的商業智慧系統之研究-以資訊服務供應商為例

ITSM-Based Business Intelligence Systems

陳俊廷(Chun-Ting Chen)

指導教授 ： 許通安

中原大學/商學院/資訊管理學系/碩士(2008年)

https://doi.org/10.6840/cycu200900494

摘要

平衡計分卡是近年來相當受到重視的策略管理工具，它可以建構四個構面的策略指標，包含財務構面，顧客構面，企業內部流程構面，學習與成長構面，並指出企業的策略發展方向。商業智慧系統則可以將企業分散於不同地方的資訊匯整起來，進行全面地解讀及分析，能增進企業的資訊整合與資訊分析的能力，大大增進決策效率與改善決策品質。如果能將以上二者加以整合，應用在ITIL架構下的IT資訊服務營運模式，將可大幅縮小策略面與執行面的落差。
本研究主題即在於ITIL基礎的ITSM運籌管理之下，整合平衡計分卡與商業智慧系統，並建置一套整合二者的雛型系統，以提供資訊服務業者，未來發展商業智慧系統進行流程改善時的參考。首先，本研究先彙整出IT資訊服務管理的平衡計分卡及策略地圖。接著，針對平衡計分卡的運作流程提出一套詳細的績效指標，並且提出商業智慧系統功能的規劃，並將平衡計分卡和商業智慧系統加以整合應用。

關鍵字

IT資訊服務 ； ITSM運籌管理

並列摘要

The balanced score card (BSC)is a strategic management system that enables a company to translate a company’s vision and strategy into four perspectives: financial, customer, business process and learning and growth perspectives, and further points out the direction of a company’s strategic development. The business intelligent system (BIS) is able to systematize a company’s dispersed information and further analyze and explain the information comprehensively so that it enables a company to enhance its ability to integrate and analyze information and further increase the efficiency and the quality of policy-making. If BSC and BIS are integrated and applied in the IT service model under ITIL structure, the gap between strategic and executive perspective can be decrease.

The purpose of the study is to integrate BSC and BIS under the operation and management of IT Service Management (ITSM) based on IT Infrastructure (ITIL) and establish a preliminary system that combine ITSM and ITIL which gives those who provide information system service a reference when they need to improve system process while developing BIS in the future. In the study, BSC and strategic map of the IT service management was collected and organized and the result of study suggested a comprehensive performance indicator based on the operation process and further proposed a plan of BIS and finally integrated BSC and BIS in application.

並列關鍵字

ITIL ； ITSM

參考文獻

【5】 柯福富(2004)，”以商業智慧系統建構企業營運關鍵績效指標之研究”，中原大學企業管理研究所，碩士論文。

【10】 蕭銘宏(2006)，平衡計分卡與商業智慧系統整合應用之研究－以資訊軟體公司為例，國立臺灣大學資訊管理學研究所，碩士論文。

【18】 Great Britain ,Stationery Office ICT Infrastructure Management, ISBN 0113309031,May 2002.

【19】 David Norton.,The Balanced Scorecard: Translating Strategy Into Action, Harvard Business School Press, 1996.

參考文獻