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研究生:廖倫豪
研究生(外文):Lun-Hao Liao
論文名稱:整合系統的商業自助式入口網站植基於調適性服務導向架構資訊科技治理之研究
論文名稱(外文):Business Self-Service Portal of Integrated System Based on Adaptive SOA for Information Technology Governance
指導教授:王淑卿王淑卿引用關係梁錫卿梁錫卿引用關係
指導教授(外文):Shu-Ching WangShyi-Ching Liang
口試委員:曾怜玉陳同孝嚴國慶
口試委員(外文):Lin-Yu TsengTung-Shou ChenKuo-Qin Yan
口試日期:2014-04-07
學位類別:博士
校院名稱:朝陽科技大學
系所名稱:資訊管理系
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:2014
畢業學年度:102
語文別:英文
論文頁數:82
中文關鍵詞:整合系統服務導向架構商業入口網站ITIL V3FEA自助式服務網站
外文關鍵詞:integrated systemservice-oriented architecture (SOA)business portalInformation Technology Infrastructure Library, Version 3 (ITIL V3)federal enterprise architecture (FEA)self-service port
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當今許多中、大型企業正面臨著產業重整、新典範崛起以及外部競爭等問題,這些議題在在提示:經濟平穩已不再是常態。而在變動即常態的經濟環境下,睿識未來企業資訊科技管理與治理將更扮演舉足輕重的角色!
多數研究指出,資訊科技治理的透明化及快速反應企業策略所需之平台服務接踵而生,也因此造就今日多平台、多系統、多使用者前端手持設備的IT 環境,並藉由Portal、ERP、ERPII、CRM、BPM 等服務,來輔助企業的日常營運與支持商業策略,讓管理者可以隨時隨地使用行動裝置來快速取得資訊,以利決策。但由於資訊系統是逐步而完善的方式來進行導入,並無整體或齊備的資訊策略架構,造成管理者與決策者多年來的痛。有鑑於此,將跨平台、跨系統及跨不同前端手持設備就地部署(on-premises),或用混合型式部署的時代已完備,接下來要務是將整合系統商業自助資訊系統建置,以利管理者及決策者能隨意存取及使用以達企業策略目標。
ITIL V3 (Information Technology Infrastructure Library Version 3) 服務營運規範五個以流程與活動為主的功能,用以管理資訊服務的日常操作流程。但目前尚沒有較成熟的資訊平台整合方案。因此,本研究使用服務導向架構的商業自助式入口網站來描述並建立工作流程,實作ITIL V3 服務營運,以達到所有問題處理自動化、加強使用者自我解決問題的能力。
本研究結合植基於服務導向架構的調適性與資訊科技治理服務營運來建構商業自助式入口網站,參照美國FEA 服務元件參考模型並達成服務水平協議,有效地管理企業在資訊服務營運上的問題。
Many medium and large enterprises are currently undergoing industrial restructuring, the rise of a new paradigm, external competition, and other problems, indicating that economic stability is no longer the norm. The norm in
changing economic environments involves developing a core understanding for a future in which enterprise information technology (IT) management and governance play increasingly essentials roles.
Previous studies have suggested that transparent IT services and the platform of rapid response corporate strategy must be developed in tandem. The current IT environment involves using multiplatform, multisystem, and multiuser front-end handheld devices. The daily operations of enterprises and business strategies are supported using Portal, ERP, ERP II, CRM, and BPM because these systems enable managers to access information quickly to facilitate decision-making. Information systems have been gradually deployed; therefore, no overall or integrated planning framework exists. Thus, the age of integrating cross-platform, cross-system, and different front-end devices has arrived, and converting information systems into self-service portals has become increasingly essential.
Information Technology Infrastructure Library, Version 3 (ITIL V3) service operation regulates five main processes and activities. This system can be used for managing the daily operational processes of information services. Presently, there are no additional mature IT platform integration solutions. Therefore, enterprise service-oriented architecture must be used to build self-service portal workflows. Implementing ITIL V3 service operation can solve automation problems and enhances the problem-solving abilities of users.
This study analyzed the correlations between IT governance service operations and enterprise self-service portals. Using service-oriented architecture increases platform adaptation and creates service-level agreements that can effectively manage the operational problems of enterprise services.
List of Table .......................................................... VIII
List of Figures ........................................................ IX
Chapter 1. Introduction ................................................ 1
1.1 Research Background and Motivation ................................. 1
1.2 Research Purposes .................................................. 2
1.3 Scope and Limitations .............................................. 3
1.3.1 Research Scope ................................................... 3
1.3.2. Limitations of the Study ........................................ 3
1.4 Research Process ................................................... 4
1.5 Paper Structure .................................................... 5
Chapter 2. Literature Review ........................................... 6
2.1 Business portal .................................................... 6
2.2 Information Technology Governance .................................. 10
2.3 Enterprise Framework ............................................... 13
2.4 Analytic Hierarchy Process ......................................... 16
2.5 Self-Service ....................................................... 17
2.6 Service-Oriented Framework ......................................... 18
Chapter 3. Research Methods and Design ................................. 23
3.1 Research Framework ................................................. 23
3.2 The Planning and Construction of the Business Self-Service Portal .. 26
3.3 Service operation index ............................................ 43
3.4 Service operation processes ........................................ 56
Chapter 4. Results and Analysis ........................................ 58
4.1 Results ............................................................ 58
4.2 Discussion ......................................................... 76
Chapter 5. Conclusion and Recommendations .............................. 77
References ................................... 79

List of Table
Table 1 Enterprise portal definitions .......................................................................................... 6
Table 2 Service component reference model ........................................................................... 14
Table 3 The building principles of performance indicators ..................................................... 43
Table 4 Indicators collected in the customer service area ........................................................ 46
Table 5 Indicators collected in the digital asset services area .................................................. 48
Table 6 Indicators collected in the back office services area ................................................... 50
Table 7 Indicators collected in the support services area ......................................................... 52
Table 8 Number of times indicators in the customer service area were used .......................... 63
Table 9 The number of times the indicators collected in the digital asset services area were
used ........................................................................................................................................... 63
Table 10 The number of times indicators in the back office services area were used............................ 65
Table 11 The number of times indicators in the support services area were used ............................ 66

List of Figures
Figure 1 Research flowchart ...................................................................................................... 4
Figure 2 Shows while integrating with using RSS Portlet for information ............................... 8
Figure 3 ITIL V3 core system architecture diagram ................................................................ 11
Figure 4 Enterprise Architecture and IT Service Management Process Mapping life ............. 12
Figure 5 Schematic service level agreements .......................................................................... 12
Figure 6 Schematic IT Service Support ................................................................................... 13
Figure 7 The SOA .................................................................................................................... 21
Figure 8 Adaptive SOA ............................................................................................................ 22
Figure 9 Research framework .................................................................................................. 25
Figure 10 Research design process .......................................................................................... 26
Figure 11 Business self-service portal structure ....................................................................... 27
Figure 12 System features modular architecture diagram ........................................................ 29
Figure 13 Functional diagram of the document management module ..................................... 31
Figure 14 Functional diagram of the knowledge management module ................................... 32
Figure 15 Functional diagram of the search module ................................................................ 34
Figure 16 Functional diagram of the e-learning module .......................................................... 35
Figure 17 Functional diagram of the SOA ............................................................................... 36
Figure 18 Functional diagram of the portal .............................................................................. 39
Figure 19 Educational training (schematic graph) ................................................................... 42
Figure 20 Educational training (schematic graph) ................................................................... 42
Figure 21 Process of service index establishment .................................................................... 55
Figure 22 Cloud ORM framework ........................................................................................... 56
Figure 23 Warm model review controller framework .............................................................. 57
Figure 24 Screen of the business self-service portal ................................................................ 58
Figure 25 Online document system screen of the business self-service portal ........................ 59
Figure 26 Public home page of the Web site ............................................................................ 59
Figure 27 Public forum ............................................................................................................ 60
Figure 28 Public FAQ............................................................................................................... 60
Figure 29 Public online document system ............................................................................... 61
Figure 30 Internal home page ................................................................................................... 61
Figure 31 Integrated screen of the internal Web site and the original system .......................... 62
Figure 32 AHP analysis results for the third-level service operation indicators (customer
relationship management) ........................................................................................................ 67
Figure 33 AHP analysis results for the third-level service operation indicators (customer
preferences) .............................................................................................................................. 68
Figure 34 AHP analysis results for the third-level service operation indicators
(customer-initiated assistance) ................................................................................................. 68
Figure 35 AHP analysis results for the third-level service operation indicators (content
management) ............................................................................................................................ 68
Figure 36 AHP analysis results for the third-level service operation indicators (document
management) ............................................................................................................................ 69
Figure 37 AHP analysis results for the third-level service operation indicators (knowledge
management) ............................................................................................................................ 69
Figure 38 AHP analysis results for the third-level service operation indicators (records
management) ............................................................................................................................ 69
Figure 39 AHP analysis results for the third-level service operation indicators (human
resources) ................................................................................................................................. 70
Figure 40 AHP analysis results for the third-level service operation indicators (asset/materials
management) ............................................................................................................................ 70
Figure 41 AHP analysis results for the third-level service operation indicators (development
and integration) ........................................................................................................................ 70
Figure 42 AHP analysis results for the third-level service operation indicators (collaboration)
.................................................................................................................................................. 71
Figure 43 AHP analysis results for the third-level service operation indicators (forms
management) ............................................................................................................................ 71
Figure 44 AHP analysis results for the third-level service operation indicators (communication)
.................................................................................................................................................. 71
Figure 45 AHP analysis results for the third-level service operation indicators (security
management) ............................................................................................................................ 72
Figure 46 AHP analysis results for the second-level service operation indicators (customer
service area) .............................................................................................................................. 72
Figure 47 AHP analysis results for the second-level service operation indicators (digital asset
services area) ............................................................................................................................ 73
Figure 48 AHP analysis results for the second-level service operation indicators (back office
services area) ............................................................................................................................ 74
Figure 49 AHP analysis results for the second-level service operation indicators (support
services area) ............................................................................................................................ 74
Figure 50 AHP analysis results for the service operation indicators ........................................ 75
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