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研究生:蘇獻清
研究生(外文):Hsien-Chin Su
論文名稱:資訊部門以ISO9001管理系統為基礎導入ISO20000管理系統之探討-以T公司為例
論文名稱(外文):The Study of ISO 20000 Management System Implementation for MIS Department Based on ISO 9001 Management System-With T Company as an Example
指導教授:李坤清李坤清引用關係吳瑞堯吳瑞堯引用關係
學位類別:碩士
校院名稱:世新大學
系所名稱:資訊管理學研究所(含碩專班)
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:2008
畢業學年度:96
語文別:中文
論文頁數:93
中文關鍵詞:ISO 9001ISO 20000資訊科技服務管理
外文關鍵詞:ISO 9001ISO 20000Information Technology Service Management
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ISO 9001:2000屬於泛用型的管理系統,可以適用於製造業與服務業,目標是藉由標準化的管理過程,使產出的產品或提供的服務能維持一定的水準。國內ISO 9001品質管理系統曾經在政府大力推行下,造成認證風潮,不論公務部門或民間企業組織,實行的狀況甚為普遍,可謂是最為成熟的品質管理方式。可是ISO 9001畢竟不是為資訊部門量身訂作的品質管理系統,資訊部門面對越來越多變的使用者需求,越來越多樣的軟硬體設備,企業或組織需要更有制度、更全面性且符合資訊部門使用的管理系統,而ISO╱IEC所提出的ISO 20000:2005管理系統就是針對這樣的需求所產生的。
ISO 9001與ISO 20000管理系統都是ISO╱IEC所提出的,也都屬於品質管理系統,所以在架構上很相似,也都是以戴明所提出的PDCA循環為架構,達到逐步提升品質的目標。兩管理系統具有一定的相關性,所以企業或組織的資訊部門若已以ISO 9001為主要管理系統,在進一步導入ISO 20000時,在導入的過程中,兩個系統勢必會有相互牽引或是排斥的狀況。本研究藉由對兩管理系統的條文與要求作深入探討與比較,以瞭解兩管理系統在標準條文上的差異,再藉由對條文的分析,推導出兩管理系統在架構與精神上的異同,並據此初步提出兩管理系統的整合模型雛型。
在條文成對的比較過程中,容易侷限於單一構面,導致過分強調獨立性,而容易發生顧此失彼的狀況,故本研究再藉由與業界專家深入訪談,並參酌國內某企業(簡稱為T公司)之經驗,同時考量如何在導入過程中達到管理系統的符合性與有效性,再據以修正初步提出之整合模型,以供作為業界實務上之參考。
ISO 9001: 2000, a quality management system, is suitable for manufacturing industries and service provider industries. Its goal is to keep the quality of the products or service in certain level with standardized management.ISO 9001 quality management system caused the certification agitation once under the circumstances that the government pursued in a positive manner. In public affair departments or non-governmental enterprises, the state of implement is very general. A lot of enterprises or departments have already implemented for many years. It may be the most successful quality management system. But ISO 9001 is not the quality management system for information department after all. To meeting user's request and deal with more and more various software and hardware problem. Enterprises or organization need to have a new management system that can be more comprehensive and more suitable for the information department. And that is ISO 20000:2005, published by ISO/IEC.
ISO 9001 and ISO 20000 management systems are both published by ISO/ IEC, and both management systems are manage about quality. So they are very similar on the structure, and both used the Deming’s PDCA theory as the main structure to reach the goal of improving quality progressively. This research is by probing into and comparing with the requirement thoroughly the clauses of two management systems. In order to understand the difference between two management systems, this research then by the analysis on clause, derive two management systems out in the structure similarities and differences, and propose the integration prototype models of two management systems.
While the clause analyze is in pairs and comparative, so it’s easy to confine to constructing the surface singly and emphasize independence excessively. And these suggestions may not accord with actual experience, so this research then by deepening interview with the industry expert. With the expert suggestion and then proposed the integration model for these two management systems.
致謝 I
摘要 II
Abstract III
目錄 IV
表目錄 VI
圖目錄 VII
第一章 緒論 1
1.1 研究動機 1
1.2 研究目的 2
1.3 研究範圍 2
1.4 論文架構 3
第二章 文獻探討 4
2.1 ISO 9001品質管理系統 4
2.1.1 ISO 9001品質管理系統發展沿革 4
2.1.2 ISO 9001品質管理系統架構 6
2.1.3 導入ISO 9001品質管理系統之效益 8
2.1.4 ISO 9001發展狀況 9
2.2 資訊科技服務管理理論 10
2.2.1 IT服務管理理論的發展 10
2.2.2 導入IT服務管理之效益 13
2.3 資訊科技服務品質管理系統 15
2.3.1 ITIL 15
2.3.2 BS 15000/ISO 20000品質管理系統 19
2.3.3 ITIL與ISO 20000的差異 21
2.3.4 BS 15000/ISO 20000發展狀況 23
2.4 管理系統的整合 27
2.5 小結 28
第三章 研究設計 30
3.1 研究架構 30
3.2 研究步驟與方法 30
第四章 研究過程與發現 32
4.1 管理系統探討 32
4.1.1 兩系統標準要求與條文異同分析 32
4.1.2 兩系統標準要求與條文異同分析結果歸納 55
4.1.3 系統架構與管理精神異同分析 56
4.1.4 初步結論 60
4.2 專家訪談與個案探討 63
4.2.1 專家基本資料 64
4.2.2 專家訪談內容 65
4.2.3 修正初步結論 76
第五章 結論 78
5.1 研究結論 78
5.2 後續研究建議 79
參考文獻 80
附錄 83
中文部份:
[1]江慶福,,實踐大學企業管理研究所碩士論文,1999。
[2]李錦樟,<國外企業導入ITIL之成效>,財金資訊雙月刊,台北:財金資訊股份有限公司,vol.42,No.2,2005。
[3]張善政,<宏�祩氻JITIL的歷程與經驗>,財金資訊雙月刊,台北:財金資訊股份有限公司,vol.42,No.1,2005。
[4]溫紹群,,財金資訊雙月刊,台北:財金資訊股份有限公司,vol.42,No.4,2005。
[5]蕭慈惠,,高雄第一科技大學營建工程研究所碩士論文,2000。
[6]謝君豪,<國際IT發展趨勢與BS 15000介紹>,財金資訊雙月刊,台北:財金資訊股份有限公司,vol.42,No.3,2005。
[7]簡文浩,<落實ISO-9001驗證後利益之應有作法>,大同工學院事業經營研究所碩士論文,1999。
英文部份:
[8]British Standard Institution, BS 15000-1:2002 IT Service Management - Part 1: Specification for Service Management.
[9]British Standard Institution, BS 15000-2:2003 IT Service Management - Part 2: Code Of Practice for Service Management.
[10]CCTA, Ed., Service Support, ser. IT Infrastructure Library, The Stationary Office, 2000.
[11]CCTA, Ed., Service Delivery, ser. IT Infrastructure Library, The Stationary Office, 2001.
[12]G. Dreo Rodosek, A Framework for IT Service Management, Habil-itation, 2002.
[13]International Organization for Standardization, ISO/IEC 20000-1:2005 Information Technology -- Service Management -- Part 1: Specification, 2005.
[14]International Organization for Standardization, ISO/IEC 20000-2:2005 Information technology -- Service management -- Part 2: Code of Practice, 2005.
[15]Kerry Litten, Five Steps to Implementing ITIL, INS Whitepaper, 2005.
[16]Ma, Q., Pearson, J. and Tadisina, S., An exploratory study into factors of service quality for application service providers , Information & Management, Vol. 42, pp. 1067-80, 2005.
[17]Michael Holm Larsen, IT Governance: Reviewing 17 IT Governance Tools and Analysing the Case of Novozymes A/S, Proceedings of the 39th Hawaii International Conference on System Sciences, 2006.
[18]Neissink F, The Vrije Universiteit, IT Service Capability Maturity Model - White Paper, Software Engineering Research Centre, Vrije Universiteit, Amsterdam Netherlands, 2001.
[19]Niessink, F. & Clerc, V. & Tijdink, T. & van Vliet, H., The IT Service Capability Maturity Model, CIBIT Consultants/Educators, Bilthoven, and VrijeUniversity, The Netherlands. Technical Report, 2005.
[20]Office of Government Commerce, Introduction to ITIL, ser. IT Infrastructure Library, The Stationary Office, 2005.
[21]Office of Government Commerce, ITIL Service Support Best Practice version Office of 2, 2003.
[22]Office of Government Commerce, Planning to Implement Service Management v2.5, 2002.
[23]Peterson, R., Crafting Information Technology Governance, Information Systems Management, pp. 7-22, 2004.
[24]Wade, V.P., Service management and the telecommunications information networking architecture, Computer Communications, Vol. 22, pp. 1633-7, 1999.
[25]Weill, P. & Ross, J., A Matrixed Approach to Designing IT Governance, MIT Sloan Management Review., 46(2), pp. 26-34, 2005.
網頁部份:
[26]江國順,「ITIL/ITSM 市場趨勢及分析」
, http://dbmaker.syscom.com.tw/mag/114/coverstory_04.htm, Retrieved: 2007/08/10.
[27]BMC Software Inc, BMC Remedy Official Site,
http://www.bmc.com/remedy/index.html, Retrieved:2007/09/21.
[28]HP Software Inc, HP ITSM Reference Model Official Site, http://h20219.www2.hp.com/services/cache/78360-0-0-225-121.html, Retrieved: 2007/09/21.
[29]HP Software Inc, HP ITSM Official Site, http://h20219.www2.hp.com/services/cache/10309-0-0-225-121.aspx, Retrieved :2007/09/21.
[30]IT Service Management Forum, IT Service Management Forum Official Site,
http://www.itsmfi.net/index.htm, Retrieved :2006/09/21.
[31]International Organization for Standardization, ISO Official Site,
http://www.iso.org/iso/about/the_iso_story.htm, Retrieved :2007/08/10.
[32]Microsoft Software Inc, Microsoft MOF Official Site, http://www.microsoft.com/technet/solutionaccelerators/cits/mo/mof/default.mspx, Retrieved: 2007/09/21.
[33]Office of Government Commerce Official Site, http://www.ogc.gov.uk/index.html, Retrieved: 2007/10/09.
[34]Pink Elephant Official Site, http://www.pinkelephant.com/index.html, Retrieved: 2007/09/19.
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