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ISO/IEC 20000 (ISO 20000), an international standard to regulate Information Technology Service Management (ITSM), has now been recognized as the best reference and standard by both governments and private organizations all over the world. Based on the official website of ISO 20000, four organizations in Taiwan have received the certification of ISO 20000. Therefore, the ITSM has gradually been accepted and promoted through the successful adoption cases in Taiwan. However, the study of ITSM in Taiwan is rather limited. There is still no report devoted to the study of the practices of ITSM adoption in government organization so far. Hence, the objective of this study is to research into the adoption status of ITSM in the Information Technology Sectors of domestic government organizations, including administration and public business units, public universities and research institutes, the competences of ITSM implementation and the importance of ITSM for the government IT people, and their affecting factors, by using the quantitative questionnaire investigation.
Based on the service management processes defined in ISO 20000, this study first identified 7 competence categories and totally 21 evaluation items to evaluate the competence of ITSM of the domestic government units and how highly they value ITSM, and whether they are significantly affected by the background variables of the adopted government units. The result of the analysis from the responses of 70 valid samples shows that government units highly value the ITSM, but their competences of ITSM are still not so good. In addition, the competences of ITSM of the investigated government IT sectors are significantly affected by the variables of “the scale of IT sector”, “the status of ITSM adoption”, “the training of ITSM”, “the amount of expenses and budget for ITSM” and “the view of the ITSM adoption”. Likewise, the degrees of importance of ITSM for the investigated government IT sectors are also significantly affected by the variables of “the level of IT sector in the organization structure”, “the scale of IT sector”, “the status of ITSM adoption”, “the training of ITSM”, “the degree of outsourcing of information service operation” and “the view of the ITSM adoption”. Based on the above findings, this study suggests the government units to put “the development of ITSM competence for IT people” into the first priority, and “the assistance of adoption of the key ITSM processes” into the second priority. Besides, when creating the promotion strategy of ITSM, the factors of the differences of ITSM competence degree and how they value ITSM due to different backgrounds of the government sector should also be taken into consideration. The first priority to be targeted and to make improvement should be focused on the ITSM processes with highly value but with lower competency. This will further help the government IT sectors improve the quality of their information technology service.
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