製造業資訊部門進行ITIL流程改善的案例研究

Abstract

資訊單位正逐漸由技術導向轉為服務導向，建置及導入符合客戶需要的系統，只是資訊人員的工作之一；如何提高資訊系統使用者滿意度及提昇服務品質變成資訊單位的主要課題。ITIL是一套國際標準，利用流程將現有資源最佳化，進而提昇 IT 服務水準。讓IT人員不再僅以技術面向來思考，還要與商業目的相結合，進而證明IT組織之於企業的價值。 本研究藉由C公司資訊部門做為個案，進行個案研究的資料蒐集與分析。資料蒐集的來源包括：1.透過訪談個案參與之關鍵人員；2.蒐集該單位內之相關文件檔案資料；3.根據國內外文獻編撰問卷題項，經由問卷蒐集資料進行分析。用以探討1.推行ITIL可能遇到的問題及對應之解決方案；2.導入ITIL的效益；3.導入ITIL 的關鍵成功因素；4.與國內外導入ITIL相關研究的差異，提供業界相關資訊單位做為導入ITIL流程之參考。

The current objective of the IT department is to provide a satisfying service system based on our previously developed technique for the users of the online web-system which can integrate the customer requirements as a customized web-system. ITIL is a well-known international criterion and has been wildly utilized to integrate current resources to be a optimized solution by an evaluative produce for the users. Furthermore, the software also can combine the commercial models with the customer-developed techniques without a biased technique consideration to enhance the evaluation for the industries. The research focus of the study is to observe and analyze a number of cases implemented by the IT Department in the company: 1. the collection of the IT department’s file and records about the project; 2.the interviews of single personnel involved in the project and 3. According to literature compilation of the questionnaire items, and analyzing data collected through the questionnaire, the study aims to find out 1.the discussion of the problems that might occur during the project time, and the solutions of them ; 2. The inductions effectiveness of ITIL； 3.the Critical Success Factors at ITIL Induction; 4. With domestic and foreign research into differences between ITIL and provide information about the industry ITIL processes into the unit as a reference.