永續精進資訊服務生命週期管理之探討

Abstract

企業組織引進資訊科技服務，以提升企業競爭能力、創新產品或服務，達成其營運策略目標。以企業內部提供資訊服務部門而言，竭盡所能努力以赴，視達成企業策略目標為求資訊服務成功的指標。在發展資訊服務階段，承接企業策略目標、轉化成為資訊策略，進而發展創新資訊服務，然後與使用者密切配合，調整執行計畫，使資訊服務以更有效率的方法達到執行計畫目標；另一方面回饋執行的成果，結合企業外在經營環境變化、發展組織內在競爭優勢資源，成為制定企業策略層面調整方向與取捨執行方案的依據。資訊服務以持續改進的運轉模型，積極投入企業策略發展，發展與企業策略密切結合的資訊服務方案，以品質不斷改善的手法，取前一次循環的成果為基礎，成為下一個資訊服務發展或是資訊服務維運循環的標竿，而形成永續精進的資訊服務生命週期模型。 本研究探討企業策略定位與資訊服務的關係、兼顧創新與維持穩定的資訊服務品質、制定切合實務的資訊服務績效指標等議題。綜合學術上企業策略發展、平衡計分卡的應用，提出將企業策略轉化成為具體資訊服務行動方案的模型架構。以資訊服務策略展開的資訊服務發展與維運平衡計分卡的學術文獻出發，提出發展資訊服務行動方案，與方案評估與選擇的建議架構。以及績效評估與持續改善的運作模型架構。透過企業資訊長的訪談，以實務經驗豐富的資訊專業經理人觀點，對於建議的模型架構給予高度的肯定。同時從資深資訊長實務的操作方面，獲得在模型的流程順序、組織管理與溝通技巧等方面寶貴的修改建議與非資訊專業技術方面需要加強突破之處。

Modern enterprises introduce Information Technology (IT) Services to support business with competitive competence, or invent new product or services. IT service provider defines her value to the organization by exhausted all resources to achieve business strategy target, aggressively involved corporate board level strategy developing, convert business strategy and objectives into IT strategy, applied strategy objectives set up IT services action plans in new services developing and keep IT services continuously operating. IT service provider not only provide value services to the customers or users, periodically review IT service achievement against business value pursuit operation efficiency, and from IT service outcome feedback to business strategy enhancement to make a robust continuous creating business value cycle. This study focuses on below issues: How to keep IT services and business alignment? How to convert IT strategy into IT services action plan with stable service quality also support business changing requirement? And define proper IT service performance metrics. Learning from academic studies, propose three practicable process models to address the issues. Interview large scale enterprise senior CIO, got highly agree on the importance and practicable. Senior CIO also response valuable best practices information to fine tune and enhance the proposed models.