利用資訊技術基礎架構庫中的服務平台觀念評估服務平台積效---以某科技公司為例

The concept of cumulative effect assessment of the usage of information technology infrastructure library on IT service desk --- A Technology Company

王效人

指導教授 ： 王秉鈞

元智大學/資訊學院/資訊社會學碩士學位學程/碩士(2011年)

摘要

資訊技術基礎架構庫主要是針對資訊部門所做的一套管理制度，規範IT服務管理的架構，可利用流程將現有資源最佳化，並強調 IT 服務和資訊系統之運作管理，藉由流程的改善與管理工具的搭配，達成企業績效提升，而服務管理平台是該理論的一項基礎架構，主要是針對服務人員、服務管理流程的基礎架構，這也是本論文主要探討研究的基礎架構。
本研究以個案研究的方式，採用質化調查與分析方法，針對資訊技術基礎架構庫中的服務平台進行深入的探討。探討導入服務平台時的相關因素，如：導入時期組織的特性、管理系統上對於建置後的績效影響。
本研究研究分析結果顯示:
1.導入服務台後使用者對於服務人員的滿意度為非常滿意。
2.導入服務台後各部門對於服務人員滿意度為非常滿意。
3.導入服務台後服務時效性:一個件案件處理時間約為4小時，使用者可以明確知道時效性於當天內會處理完成。
4.服務人員對於導入服務台後表示滿意現在工作狀況與工作安排。

關鍵字

資訊技術基礎架構庫 ； IT服務管理 ； 組織特性 ； 服務績效

並列摘要

Information Technology Infrastructure Library is a management system which made for information section to standardize the management structure of IT service. The process can be used to optimize existing resources, and stressed the IT services and operations management information system. Through the improvement of the process and utilizing the management tools to improve business performance. Service management platform is a basic structure of the theory, especially for service personnel and the service management processes, which is this thesis research infrastructure.
The case study is having a though investigation on the IT Infrastructure Library platform with qualitative investigation method and analysis method. Investigate the relevant factors to implement the service platform, such as: characteristics of the organization at the beginning period, management system performance effect after input.
Research and analysis in this study showed that:
1 after the user into the service desk staff satisfaction as very satisfied.
2 import Desk staff for various departments after the satisfaction to be very satisfied.
3.After the service desk the timeliness of import: a piece case processing time is about 4 hours, the user can clearly know the case will be processed within the same day.
4 service desk for implement, said after the working conditions are now satisfied with the work.

並列關鍵字

Information Technology Infrastructure Library ； IT Service Management ； Organizational characteristics ； Service performance

參考文獻

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