臺灣博碩士論文加值系統

現今企業內IT服務常無法契合組織需求，顯示相關IT服務有待改善，IT服務管理(IT Service Management，ITSM)正是基於這個出發點而產生的概念，目的是希望管理IT架構並滿足組織需求。為了提升IT服務管理品質，ISO國際標準組織已經推出可用來稽核IT服務管理制度(IT Service Management System，ITSMS)的國際標準ISO 20000。為了瞭解組織導入ISO 20000的關鍵成功因素，故本研究就相關文獻當中，挑選描述性豐富的個案進行了解並擷取因素，建立出包含了動機、困難、成功三個構面的初始關鍵因素模型。
本研究透過實際訪談已取得ISO 20000認證單位的內部人員，建立受訪單位的ISO 20000關鍵因素模型，結果證明透過挑選描述性豐富的個案進行了解並擷取因素的方式，對於瞭解組織導入ISO 20000的現象是有幫助的。此外，在分析訪談內容後，「期望透過指標衡量服務品質─動機」與「組織有信心取得認證─成功」這兩項因素，可能是文獻中所未提及的關鍵成功因素。透過這次受訪單位的訪談，本研究提出實務建議，希望藉此幫助有意取得ISO 20000認證的組織，能夠有較好的規劃，順利在組織內推動這項管理制度。

Nowadays, IT service is still considered to fail in meeting the organizational needs, indicating that IT service can still be improved. IT Service Management (ITSM) has been proposed to improve the quality of IT service. More specifically, ITSM aims at a better management regards IT infrastructure to achieve the goals of organizations.
International Organization for Standardization (ISO) has published the ISO 20000 to evaluate ITSM Systems (ITSMS). To investigate critical success factors (CSFs) of organizations implementating ISO 20000, this study slects the cases which has abundant diccussions in related fields, codes the case descriptions and builds up an initial critical factors model based on three perspectives, that is, motivation, difficulties, and success respectively.
In this study, we interviewed the personnel of the organization which has been successful in qualifying ISO 20000 certification. The results were employed to create another critical factors model describing the experiences of the interviewed organization. The findings show that selecting cases containing abundant research data can benefit the research steps conducted in later steps. The results of our research are two factors that do not exist in the initial factor model: “using metrics to evaluate service quality (motivation)” and “the confidence to qualify certification (success)”. For the organizations which wish to obtain the certification in the future, this thesis provides some suggestions to help them smoothly implement ISO 20000.

目錄
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 5
1.3 研究目的 8
1.4 章節規劃 9
第二章 文獻探討 11
2.1 關鍵成功因素 11
2.1.1 關鍵成功因素的起源、定義與取得方式 11
2.1.2 關鍵成功因素的相關研究 13
2.1.3 關鍵成功因素的優點及限制 13
2.2 ITSM、ITIL、ISO 20000 14
2.2.1 ITSM 14
2.2.2 ITIL 15
2.2.3 ISO 20000 21
2.3 ITSM、ITIL相關個案整理 22
2.3.1 個案一 24
2.3.2 個案二 29
2.3.3 個案三 36
2.3.4 探討企業採用ITIL因素之研究 40
2.4 影響組織導入ISO 27001之因素 42
2.5 文獻回顧小結 44
第三章 研究方法 45
3.1 研究方法選擇之原因 45
3.2 研究程序之步驟 47
3.3 建立ISO 20000初始關鍵因素模型 50
3.4 訪談設計 61
3.5 受訪單位與受訪人員之選擇 64
3.6 受訪單位背景資料 64
3.7 訪談進行與後續分析 66
第四章 訪談分析 68
4.1 小節說明 68
4.2 受訪單位ISO 20000關鍵因素模型分析 69
4.2.1 受訪單位ISO 20000關鍵因素模型 69
4.2.2 文獻與受訪單位因素之差異 73
4.3 尚未印證的文獻因素 75
4.4 與ISO 20000初始因素模型可能有關之因素 78
第五章 結論與實務建議 80
5.1 結論 80
5.2 實務建議 81
5.3 研究限制 82
5.4 未來展望 83
參考文獻 84
訪談大綱 91
附錄A：ISO 20000初始關鍵因素模型編碼結果 94
附錄B：受訪人員談話內容(節錄) 104

圖目錄
圖 1：ITIL的架構 17
圖 2：ITSM的演進 21
圖 3：園區C的ITSM解決方案 37
圖 4：園區C服務目標的改善 39
圖 5：ISO 20000架構圖 43
圖6：研究流程圖 49

表目錄
表 1：ITIL架構中的模組描述 19
表 2：SERVICE MANAGEMENT模組中服務台與各流程的描述 19
表 3：公司A中ITIL流程的KPIS(INCIDENT MANAGEMENT) 26
表 4：公司A中ITIL流程的KPIS(PROBLEM MANAGEMENT) 26
表 5：公司A中ITIL流程的KPIS(CONFIGURATION MANAGEMENT) 26
表 6：公司A中ITIL流程的KPIS(RELEASE MANAGEMENT) 27
表 7：銀行B的關鍵資料 30
表 8：銀行B在導入ITIL之前的”INCIDENTS” 32
表 9：銀行B規劃並運行3個月的”INCIDENTS” 35
表 10：該研究公司訪談名單 40
表 11：該研究專家訪談名單 41
表 12：該研究四家公司基本資料 41
表 13：該研究三位專家基本資料 41
表 14：ISO 20000初始關鍵因素模型的因素構面歸類 52
表 15：國內通過ISO 20000認證之組織 62
表 16：受訪人員的背景資料 66
表 17：受訪單位ISO 20000關鍵因素模型 69
表 18：文獻與受訪單位因素差異表 74
表 19：與ISO 20000初始因素模型可能有關之因素 78

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