一個配合資訊科技服務管理系統所建立的服務目錄方法─以一個大型研究機構為例

Abstract

隨著企業將「資訊力」視為競爭力的一環，如何有效的利用資訊技術，使資源發揮最佳效益，並強化對資訊服務提供者或組織內資訊服務部門的管理，已成為企業管理上的重點。資訊服務是指運用資通訊技術(Information and Communication Technology，ICT)之組合，為顧客或使用者提供價值創造的過程。眾多著名企業相繼採用資訊科技基礎架構庫 (Information Technology Infrastructure Library, ITIL)做為資訊服務管理(Information Technology Service Management，ITSM)的參考依據。

服務目錄(Service Catalogue)是資訊服務提供者針對顧客可能的需求，而提供可供選擇的資訊服務項目定義的集合。在資訊服務管理(ITSM)系統之中，屬於管理標的的核心基礎。然而在ITIL或ISO /IEC20000之要求中，對於如何建立服務目錄，較缺乏簡單扼要的說明指引。

本研究以整理ITSM相關文獻，提出一個運用快速系統發展模式建立服務目錄的方法，並經由個案實例探討，驗證此方法於導入資訊服務管理(ITSM)系統的過程中確實可行。個案組織之專案成員表示，此方法確實有效釐清在導入資訊服務管理(ITSM)過程時之諸多觀念，值得其他欲導入資訊服務管理(ITSM)系統之組織參考。

Information Technology Service Management (ITSM) is an integrated IT service management framework that covers from the IT daily operation management to the IT service strategy consideration. Information Technology Infrastructure Library (ITIL) is a best practice of implementing ITSM. ISO/IEC 20000 which is based on ITIL is the international standard for IT Service management. Therefore it will bring changes to the organization while implementing ITSM standards. Service catalogue, as defined in Information Technology Infrastructure Library Service Design, is a database or documents of services which an organization provides to its employees or customers. Service Level Management, the core of ITSM, is developed based on the Service Catalogue. There has not yet been a systematic method of establishing a service catalogue for the existing IT service neither in ITIL nor in ISO 20000 Standard. The main purpose of this paper is to provide a systematic and structured approach to establish a service catalogue for implementing ITSM or preparing the ISO/IEC 20000 certification. The result of this research is the systematic and structured approach. Some suggestions of Service Catalogue Management principles are also proved to be workable by a case study of a large-scale research institute which has been certified successfully. A clear and complete service catalogue also helps the institute to implement ITSM and solve some events quickly.