應用服務追蹤系統於擬定大學校園資訊服務管理對策

Abstract

本研究探討對象為國內一所大學的資訊中心，當校園中的資訊服務使用者有服務需求時，如服務中斷的報修申請、服務請求或技術諮詢，會向資訊中心發出請求的資訊，服務事件因此產生，服務追蹤系統可以記錄這些事件。服務事件產生後，資訊中心須在使用者可以接受的時限內處理完畢，否則稱為逾期事件，藉由服務事件的分析可以成為服務持續改善的依據。以往大學資訊中心衡量服務表現時多是以問卷的形式進行，缺乏以服務事件的實際資料來呈現服務表現。本研究先針對服務事件的資料分析其趨勢、季節性以及來源，透過各種事件的逾期事件數與逾期比例的資料，建立工作負荷圖來衡量資訊中心在處理各種需求事件的服務表現，分辨出服務表現較差的事件種類，再分別進行細部分析，探討服務事件產生後未能在時限內處理完的原因與影響，最後結合事件分析所發現的狀況，提出資訊中心在提升服務表現的建議與對策。本研究對事件的分析結果與提出的對策對於大學資訊中心在制訂校園資訊服務管理的作業上，有相當好的幫助。

This study focus on an IT center in a public university in Taiwan.When users have service demand in school,such as service interruption,service requirement or technical consultation,they pass a message to IT center and calling for help,and than service incidents occurs.Service Tracking System could record these incidents.After service incidents occurs,IT center have to solve the problems in the time limit which users allowed.If IT center could not solve the problem in the time limit,we called it overdue incidents.We could improve service performance by analyze service incidents.In the past time,IT center use questionnaires to measure service performance,lack of actual service data to present service performance.In this study,we analyzed the trendency and seasonal factors of service incidents data and use these data to set up Workload Chart(WC) for measuring service performance of each kinds of service demand. We can identify which service perform bad and analyze these service data in detail.After that,we diagnose the reasons which impact on service performance significantly,and combine these reasons and service situation with the result of service incidents data analysis.According to the data analysis,this study proposed few suggestions that could help IT center to establish their IT service management strategies.The suggestions which we proposed have good assistance for campus IT center to improve their service performance.