以ITIL進行服務資產及組態管理流程導入之研究 - 以S 公司為例

Abstract

隨者企業組織日益的發展，對於資訊科技所提供的服務需求亦是日益增加，但大多數企業主管認為資訊部門是企業中屬於支援的單位，且資訊部門同仁平常的工作內容大多為支援現行產品及服務為主，而非改善及創造新的資訊服務，因此難以提升資訊部門在公司內的價值。資訊技術基礎架構庫（IT Infrastructure Library，ITIL） 是一套由英國政府所提出的管理架構，其內容及架構並依時代需要而調整，目前已是廣泛且通用的資訊管理架構，使得資訊部門的運作能與企業之商業目的結合，進而提升 IT 部門在企業的價值。 本研究在以個案方式進行，基於 ITIL 之服務轉換（service transition）模組下，進行服務資產及組態管理（service asset & configuration management）之流程及管理軟體導入，以S公司資訊部門導入管理流程前期問題、中期導入問題排除及後期之效益比較及相關問題研究。其原因的在於公司資訊系統管理人員，在面對公司眾多電腦的軟、硬體系統時，所面臨的問題不外乎於：公司有多少的電腦硬體及所安裝有多少的軟體系統及應用程式，電腦系統是否依規定來使用？透過 ITIL 為規範 IT 管理及服務的架構，最終目的在於提升資訊服務效率。 經由本研究結果，導入以 ITIL 中服務資產及組態流程為基礎的管理架構，除了能提升資訊部門的資訊服務的品質及效率，另一方面更可使用多角度、更完整思考的方式來看待變動發生，並能使資訊部門有效管理電腦環境及人力成本的節省，最終還可提供新的資訊服務。

Due to the expansions and developments of the organization, the demand of enterprise information technology services also increase. However, most executives deem that the IT departments within enterprises are considered as supporting units, which the staffs among them mainly assist the existing products and services instead of improving and creating advanced information services. Such conventional role makes it hard for companies to put emphasis on their own IT departments. IT Infrastructure Library, ITIL, is an IT service management structure proposed by the British government. The content and framework of ITIL is tailored to achieve the goals of modern enterprises. Currently, ITIL has become a widely used infrastructure of information management since it helps the combination of IT processing with business goals and also enhances the value of the IT department in business. This study has investigated the ITIL processes such as service asset and configuration management in the Service Transition module for S company and discusses several issues encountered for the IT department such as to identify the stage problems, and the benefit comparison. The major concern is due to service delivering for the end users. On the other hand, there are other IT related issues by the end users in the company, such as hardware reliability, software installations, and appropriate software application usages. Ultimately, the management level wants the IT department to deliver appropriate services in an efficient manner through ITIL Service Transition. As the result of this case study, it is apparent that using the infrastructure of ITIL Service asset &configuration procedure not only promotes the efficiency and quality of IT service in IT department, but also helps the business to deal with the future changes with open minded thinking. In addition, ITIL also allows IT department to manage the computer environment and saving human resources more efficiently with better information technology service.