利用ITIL建構企業動態能力之研究

Abstract

ITIL(Information Technology Infrastructure Library)在近幾年持續受到業界重視，並在2005年正式成為ISO 20000國際標準，其被視為IT投資的互補性資產，企業透過ITIL建立標準IT管理流程，串連與整合內外部紛雜的IT資源，促進這些IT資源被妥善的利用，微軟、IBM、HP、HSBC、P&G等著名企業都將ITIL視為必要的IT基礎建設，依賴資訊科技的企業對ITIL的重視可見一斑；然而在快速變遷的環境下，組織應該具有能取得市場與客戶需求的能力，並吸收、利用這些需求資訊將其轉化成實際可執行的日常作業，且逐漸建立與本身經驗相符的運作慣例來實踐這些需求，經由這些過程不斷地重組本身的資源與能力來面對動態環境以創造競爭優勢；因此以ITIL version 3五大核心為架構，探討各核心如何善用IT來實現上述過程就成為重要的議題。

本研究的目的是要瞭解ITIL在動態環境下如何協助組織重組本身的資源與能力來達到競爭優勢，以動態能力的觀點來剖析ITIL五大核心的價值，綜合各學者的論述嘗試將ITIL定義為發揮IT投資效益的「善用IT能力」，並試圖建立ITIL與動態能力之間的關係，且發展衡量ITIL核心的量表，本研究以Partial Least Square方法針對蒐集到的資料進行分析，發現ITIL核心分別對市場導向、吸收能力、協同能力與集體意識等四種組織能力存在正向的關係，企業若能瞭解此關係，就能透過ITIL補足本身在特定能力上的不足，建立面對環境動態的競爭優勢。

ITIL (Information Technology Infrastructure Library) has been announced as the ISO 20000 by International Organization for Standardization. ITIL is regarded as a complementary asset for IT investment. Through ITIL, enterprises will builde IT management processes to link and integrate internal and external IT resources. And these processes will enhance the enterprises to leverage IT resources. Many famous enterprises have viewed ITIL as essential IT infrastructure and advanced ITIL for a period of time, such as Microsoft, IBM, HP, HSBC and P&G etc. It shows that more and more IT-depedence enterprises put emphasis on ITIL. However, under the rapid-changing environment, enterprises should develope the capability to catch the demand of market and customers. And trying to absorb, utilize and transform the information into practical operations. Then, enterprises will build operational routines suitable to their own experience and history progressively. Through these processes, enterprises reconfigure resources and competences to face the dynamic environment and create competitive advantages. Therefore, the discussion of how ITIL version 3 implements the above-mentioned processes becomes an important issue.

The purpose of this research is to understand how ITIL assists enterprises to reconfigure their resources and competences under the dynamic environment from the dynamic capability view. From many literatures’ viewpoints, the research defines ITIL as the ”IT Leveraging Competence” and attempts to establish the model between ITIL and dynamic capability and also develops the measurement questionnaires of ITIL to help analyze accuracy of the model. Using Partial Least Square with data collected from itSMF, it shows that there exist positive relationships between ITIL cores and dynamic capability. When enterprises understand these relationships, they will achieve the capability to face the rapid-changing environment by focusing on what they are short of and complement the lack accordingly.