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研究生:呂亞慧
研究生(外文):Ya-Hui Lu
論文名稱:應用ITSM來建立資訊服務流程改善模式之研究─以長庚大學資訊中心為例
論文名稱(外文):An Implementation Model for Appling ITSM for IT Service Process Improvement with a Case Study
指導教授:陳仲儼陳仲儼引用關係
指導教授(外文):Chung-Yang Chen
學位類別:碩士
校院名稱:長庚大學
系所名稱:資訊管理研究所
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:115
中文關鍵詞:企業流程再造輔導模式資訊技術基礎架構庫個案研究
外文關鍵詞:Business Process ReengineeringMentoring ModelInformation Technology Infrastructure LibraryCase Study
相關次數:
  • 被引用被引用:6
  • 點閱點閱:773
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  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
如何有效的利用資訊技術,妥善規劃和配置現有的資源,並強化對提供資訊服務者或組織IT部門的管理,已成為許多中小企業管理上的重點。IT基礎架構庫(Information Technology Infrastructure Library,ITIL)的出現,其目標即是協助企業進行資訊科技與企業管理的連結,讓IT服務人員與IT 服務廠商,有了全新的服務品質依循標準。
因此對於有效地導入服務標準,就成為了企業組織進行創新的新目標。也因此本研究以長庚大學資訊中心教學服務部門為研究對象,針對其電腦維修服務流程導入ITIL來協助該部門在維修流程之品質改善,以期帶給使用者更好的服務品質。最後希望藉由本次提出的一套BPR的輔導模式,並導入ITIL於資訊中心的研究,也能應用在其他欲實行ITIL的組織做為一個參考的對象。
How to effectively use information technology, plan and dispose of existing resources, and then reinforce the management of whoever offers the information service or organizes the IT department, has become a managerial focal point of many small and medium-sized enterprises. The appearance of Information Technology Infrastructure Library (ITIL) is to assist enterprises in linking information technology (IT) and business management, and then let IT service personnel and IT service manufacturer to have the brand-new service quality as well as an example to follow.
Therefore, to introduce the service standard effectively becomes a new goal for the organization of the enterprises which want to innovate so that in this paper, we take the teaching service department of information center of Chang Gung University as the research object; focus on the service flow of the computer maintenance, and then use ITIL to help that department to improve the quality on the process of maintenance, and at the same time, hope to offer the users the better service quality.
Finally we expect that because of the presentation of the BPR mentoring model, we can introduce ITIL into this research experience of the information center, let this model and research be a reference object and also apply to other organizations that want to introduce and implement ITIL.
第一章 緒 論 1
1.1 研究背景 1
1.2 研究動機 3
1.2.1 資訊服務可從流程著手 3
1.2.2 資訊中心 3
1.3 研究目的 4
1.4 個案介紹:長庚大學資訊中心 5
1.5 預期效益 5
1.6 預期之驗證 5
1.7 研究範圍與限制 6
1.8 研究步驟 6
第二章 文獻探討 9
2.1 企業流程再造 10
2.1.1 企業流程再造之定義 10
2.1.2 企業流程再造之推動模式 11
2.2 ITSM與ITIL之關係 16
2.3 ITIL的產生與發展 17
2.3.1 何謂ITIL 18
2.3.2 ITIL的範圍 19
2.3.3 ITIL的核心內容 21
2.4 IT Service CMM 24
2.4.1 CMM Process Maturity 24
2.4.2 Pink Elephant’s ITIL Process Maturity 25
2.5 其它IT架構的實踐標準 27
第三章 研究方法 31
3.1 研究架構 31
3.2 架構流程設計 34
3.3 個案研究 37
3.4 運用ITIL於電腦維修服務 39
3.4.1 建立ITIL輔導BPR之模式 39
3.4.2 定義流程中代表性元件 48
3.4.3 塑模維修事件問題的狀態 50
第四章 個案探討 52
4.1 個案描述 52
4.2 個案導入ITIL 的動機與目的 52
4.3 個案導入的方法與過程 53
4.4 系統成果 68
第五章 驗證 75
5.1 問卷調查 75
5.2 KPI評量 80
5.3 維修流程成熟度 82
5.4 維修人員績效評核 85
第六章 討論 90
6.1 研究討論 90
6.2 研究建議 91
第七章 結論與未來方向 93
7.1 結論 93
7.2 未來方向 94
參考文獻 96
附錄 99
前測問卷 99
後測問卷 102
電腦設備變更申請單 105
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