整合系統的商業自助式入口網站植基於調適性服務導向架構資訊科技治理之研究

Business Self-Service Portal of Integrated System Based on Adaptive SOA for Information Technology Governance

廖倫豪(Lun-Hao Liao)

指導教授 ： 梁錫卿 ； 王淑卿

朝陽科技大學/資訊學院/資訊管理系/博士(2014年)

摘要

當今許多中、大型企業正面臨著產業重整、新典範崛起以及外部競爭等問題，這些議題在在提示：經濟平穩已不再是常態。而在變動即常態的經濟環境下，睿識未來企業資訊科技管理與治理將更扮演舉足輕重的角色！
多數研究指出，資訊科技治理的透明化及快速反應企業策略所需之平台服務接踵而生，也因此造就今日多平台、多系統、多使用者前端手持設備的IT 環境，並藉由Portal、ERP、ERPII、CRM、BPM 等服務，來輔助企業的日常營運與支持商業策略，讓管理者可以隨時隨地使用行動裝置來快速取得資訊，以利決策。但由於資訊系統是逐步而完善的方式來進行導入，並無整體或齊備的資訊策略架構，造成管理者與決策者多年來的痛。有鑑於此，將跨平台、跨系統及跨不同前端手持設備就地部署（on-premises），或用混合型式部署的時代已完備，接下來要務是將整合系統商業自助資訊系統建置，以利管理者及決策者能隨意存取及使用以達企業策略目標。
ITIL V3 (Information Technology Infrastructure Library Version 3) 服務營運規範五個以流程與活動為主的功能，用以管理資訊服務的日常操作流程。但目前尚沒有較成熟的資訊平台整合方案。因此，本研究使用服務導向架構的商業自助式入口網站來描述並建立工作流程，實作ITIL V3 服務營運，以達到所有問題處理自動化、加強使用者自我解決問題的能力。
本研究結合植基於服務導向架構的調適性與資訊科技治理服務營運來建構商業自助式入口網站，參照美國FEA 服務元件參考模型並達成服務水平協議，有效地管理企業在資訊服務營運上的問題。

關鍵字

FEA ； ITIL V3 ； 商業入口網站 ； 服務導向架構 ； 整合系統 ； 自助式服務網站

並列摘要

Many medium and large enterprises are currently undergoing industrial restructuring, the rise of a new paradigm, external competition, and other problems, indicating that economic stability is no longer the norm. The norm in
changing economic environments involves developing a core understanding for a future in which enterprise information technology (IT) management and governance play increasingly essentials roles.
Previous studies have suggested that transparent IT services and the platform of rapid response corporate strategy must be developed in tandem. The current IT environment involves using multiplatform, multisystem, and multiuser front-end handheld devices. The daily operations of enterprises and business strategies are supported using Portal, ERP, ERP II, CRM, and BPM because these systems enable managers to access information quickly to facilitate decision-making. Information systems have been gradually deployed; therefore, no overall or integrated planning framework exists. Thus, the age of integrating cross-platform, cross-system, and different front-end devices has arrived, and converting information systems into self-service portals has become increasingly essential.
Information Technology Infrastructure Library, Version 3 (ITIL V3) service operation regulates five main processes and activities. This system can be used for managing the daily operational processes of information services. Presently, there are no additional mature IT platform integration solutions. Therefore, enterprise service-oriented architecture must be used to build self-service portal workflows. Implementing ITIL V3 service operation can solve automation problems and enhances the problem-solving abilities of users.
This study analyzed the correlations between IT governance service operations and enterprise self-service portals. Using service-oriented architecture increases platform adaptation and creates service-level agreements that can effectively manage the operational problems of enterprise services.

並列關鍵字

federal enterprise architecture (FEA) ； business portal ； Information Technology Infrastructure Library, Version 3 (ITIL V3) ； service-oriented architecture (SOA) ； integrated system ； self-service port

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