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標題: | IT服務管理在台灣電子產業的現況分析 A Study on IT Service Management in Taiwan’s Electronic Industry |
作者: | Shih-Yun Liu 劉世運 |
指導教授: | 陳鴻基(Houn-Gee Chen) |
關鍵字: | ITIL資訊科技基礎架構庫,ITSM資訊科技服務管理,ISO/IEC 20000,成熟度, ITIL,ITSM,ISO/IEC 20000,Maturity, |
出版年 : | 2010 |
學位: | 碩士 |
摘要: | 2008的全球金融風暴,使得企業的資訊相關支出大幅縮減。IT部門持續找尋降低成本,提升效率以及提升服務的方法,使得IT部門紛紛轉向尋求IT服務管理的指引。學習如何引進或推動ITSM來簡化IT並建立一個有效益、以服務為導向的組織。
但是隨著企業IT的支出縮減,資訊長該如何因應呢?回到基本面,檢視自我強化體質,應該是在面對外在產業嚴峻考驗時的好時機。但是ITIL確實可以提升企業的營運效率,在不導入ISO 20000的假設下,如果企業仍可以藉由一套方法得知自身的狀況,找出自己IT體質的優與缺,亦不失為為未來預做準備的妙方。 但是台灣產業的IT現況到底如何呢? 本研究希望藉由文獻探討,找出目前最適當的評估工具,並挑選國內具參考地位的企業,採用適當的評估工具進行企業IT服務管理的成熟度評估。透過所得之分析資料,與其他企業的資料進行交互分析,以找出台灣企業在IT服務管理各方面的強弱分別在哪些構面,希望藉此可以當作台灣企業資訊部門發展方向的參考。 本研究對七個個案(都是電子上市公司)的IT現況進行問卷研究,經過分析後發現台灣企業的IT普遍著重在日常的維運事務上,對策略性的流程與服務品質的持續提升較不重視。因此本研究建議企業應該將IT轉成策略性的資產,並與營運價值結合在一起以創造IT新價值。 Economic crisis in 2008 makes enterprise cut IT related budget significantly. An IT department needs to find out a better way to lower the cost, improve efficiency and service. The best way is looking for the guideline from IT Service Management (ITSM) and learns how to adopt ITSM to simplify IT and build up a effective and service oriented organization. But the pressure of IT cost down still over there. How CIO can react for this situation. Back to basic, perform a self assessment is a good method to face the challenge at this moment. ITIL (IT Infrastructure Library) can increase the business efficiency. Under the assumption that not adopts ISO/IEC 20000, if enterprise can use one method to know what is its current status, the best and bad practices, it is a good way for the future. But what is current Taiwan’s IT situation? We hope find out a best assessment tool and selected few enterprise in Taiwan to assess their maturity level. After data collection, we can assess its result and compare with each other to find out what is doing well and what is still has room to improve. This also can help to be a reference to introduce the way for Taiwan’s enterprise IT. In our study, we selected 7 cases to assess its IT Service Management (ITSM) status. After analysis the data, we found Taiwan’s IT only focus on daily operation and not pay too much attention on Strategy process and Service Improvement process. So our study suggests enterprise should convert IT to be a strategy asset and integrated with business to create new IT value. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/22806 |
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顯示於系所單位: | 資訊管理組 |
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