中小企業以ITIL架構改善服務台流程之研究-以M公司為例

Abstract

隨著資訊技術的發展與進步，資訊人員在企業中扮演著不可獲缺的角色，如何利用資訊科技幫助企業達到營運目的，提供符合客戶及用戶期待的資訊服務，是一個重要的課題。資訊技術基礎架構庫(IT Infrastructure Library，ITIL)是從多家企業實踐中得來的成功經驗彙總，企業可結合實際情況去運用ITIL，建立更加適合組織的流程規範，將資訊與商業目標結合，協助達成企業營運策略。 本研究是以個案研究的方式進行，探討個案公司如何透過ITIL框架，針對公司環境做調整及改善，利用評估工具檢視IT成熟度等級，配合經營者的期望，選擇服務台功能做改良，新增了Web介面服務台及自助式服務區，讓服務台功能更完善，過程中記錄了導入的流程步驟，最後以KPI衡量服務台改善後的效益。 本研究證明了ITIL的導入並非一定要購買昂貴的套裝軟體才能實踐，中小企業一樣可以遵循ITIL規範，依公司需求將ITIL彈性應用到公司環境，依照ITIL的建議做改善以提昇IT服務等級。

With the advancement of information technology (IT), the role of IT staff is getting important. How to utilize IT to assist enterprise to achieve the goal of operational excellence and provide customers and users with expected information becomes an important issue.IT Infrastructure Library (ITIL) is a method developed from the experience of several successful enterprises. Enterprise may establish more adequate business processes and regulations by practicing ITIL upon real situations. Aligning IT with operation strategy could assist enterprises to achieve its business goals. Developed from individual case study, this research explores how to use ITIL infrastructure to adjust and improve enterprise IT environment and utilize tools to evaluate the maturity of IT environment. Considering the needs of managers, functionality of service desk and web-type service and self-help service interfaces are added and improved. The functionality of service desk become more complete. During progressing, the research records the flows and steps for ITIL adoption. At the final stage, KPI is used to evaluate the benefit of improvement. This research presents that it might not be necessary to buy expensive software suite when adopting ITIL. SMEs could follow ITIL regulation, upon the need and real situation of enterprise, to adequately adopt and apply ITIL to the enterprise and follow the suggestions of ITIL to improve and advance its IT service level.