資訊委外維護服務廠商評選指標之研究-以Oracle資料庫委外維護為例

Abstract

隨著資訊科技的蓬勃發展與硬體產品不斷地推陳出新，各種資訊系統正逐步地建置於各企業之中，幫助企業提升服務效率與降低成本。隨著企業資料的大量成長、Oracle資料庫軟體功能不斷地強化與升級，再加上資料庫的運作良窳與作業系統、網路、儲存媒體的設定與運作狀態密不可分，使得Oracle資料庫運作的維護與管理成為一項專業與複雜的工作，因此，許多企業採用Oracle 資料庫委外服務的策略，使得Oracle資料庫委外維護服務成為資訊委外市場的一項商機。 本研究透過文獻資料整理與分析，找出Oracle 資料庫維護委外供應商評選模式之重要評選構面與評選指標。並透過層級分析法(Analytic Hierarchy Process, AHP)進行分析，分析結果將有助於企業在遴選Oracle 資料庫委外維護廠商時的參考。 廠商的服務價格是企業評選重要的考量因素，但是其他的項目如服務內容、技術能力、經驗與企業商譽也是考量因素之一；因此，廠商在參與評選時，除了提供具有競爭力的價格之外，也必須在人力素質、技術能力與服務內容上提供企業較佳的選擇方案，才能取得客戶的青睞。 關鍵字：資訊委外、Oracle資料庫、層級分析法

With the development of information technology and hardware products continuously improves, a variety of information systems are gradually built within enterprises to help enhance service efficiency and reduce costs. As a large number of data grows, the functions of Oracle database software increasingly strengthen and continue upgrade, and the reliance of performance of Oracle database on operating systems, networks, storage medias, the maintenance and management of Oracle database becomes complex. Many enterprises apply the outsourcing strategy to the Oracle database; as a result, the maintenance service for the Oracle database becomes an opportunity for IT outsourcing market.

In this study, through literature collection and analysis, the outsourcing contractor selection model, selection dimensions and selection indicators of the Oracle database maintenance service are established. The Analytic Hierarchy Process Analytic Hierarchy Process (AHP) is employed to analyze the results and the analysis will help the selection of Oracle database outsourcing maintenance contractor.

The research result shows that contractor's service price is an important factor in selecting outsourcing vendors; however, other items such as services, technical capabilities, experience and corporate reputation should also be taken into account. In addition to providing good pricing, vendors have to provide quality manpower, own technical capabilities and services in order to become the favor of customers.

Keywords: Information Service Outsourcing, Oracle Database, Analytic Hierarchy Process (AHP)