資訊部門導入ITIL; 管理機制之現況分析─ 以企業導入ITIL 服務支援為例 An Assessment of the Managerial Mechanisms of an IT Department Implementing ITIL— The Case of an Enterprise Implementing ITIL for Service Support

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题名:	資訊部門導入ITIL;管理機制之現況分析─ 以企業導入ITIL 服務支援為例 An Assessment of the Managerial Mechanisms of an IT Department Implementing ITIL— The Case of an Enterprise Implementing ITIL for Service Support
作者:	李華麗;Hua-li Lee
贡献者:	資訊管理學系碩士在職專班
关键词:	訓練;ITIL 導入;成功因素;資訊服務支援;IT service support;success factors;training;ITIL implementation
日期:	2009-06-27
上传时间:	2009-09-22 15:30:48 (UTC+8)
出版者:	國立中央大學圖書館
摘要:	個案公司對於導入ITIL 以提升IT 的服務效率與品質，存在有極高的期待，因此在資訊長的高度支持下，全體資訊人員均配合參與ITIL 的教育訓練，同時指派資深專案經理擔任流程管理者並進行流程規劃，但是由於上線系統工具並未於ITIL 導入的同時一併引進，造成第一階段導入過程中使用紙本作業，進一步直接增加資訊人員的工作量與流程的複雜度，因此ITIL 導入的前半年並未產生預期的效益。本研究採取問卷調查與人員訪談的方式蒐集相關資訊，藉以分析影響ITIL 導入的關鍵成功因素。本研究分析的因子包括：人員職級分佈、是否參加ITIL 相關課程（教育訓練）、對ITIL 流程、精神/目的之了解（人員自我認知）、ITIL 對工作助益之看法、對 ITIL 預期之效益、窒礙難行之原因、對工作增量與抗拒之看法、認為程序不完善處與解決之建議、以及工具導入流程自動化對ITIL 觀感之影響等項目。針對影響個案公司ITIL 關鍵成功因素與未來後續推動改進做法，本研究獲致的結論包括：(1)高階管理者全力與持續的支持；(2)適當且全面的教育訓練；(3)指派適當主管制定流程；(4)流程與負責人員明確定義；(5) 方便實用的系統工具；及 (6)建立ITIL 共識的組織文化。各項因子的影響與建議均於本研究中分別詳細討論。 The enterprise in this case study was highly convinced that the implementation of ITIL in the organization would lead to higher IT service quality and efficiency. Consequently, with the support from the CIO, every member of the IT department was requested to attend the ITIL training courses. Moreover, senior project managers were assigned to be the Process Owners in charge of their respective process planning. However, the online system support tool was not implemented simultaneously with the Phase I implementation of ITIL paper-based manual procedure was used instead. This manual procedure was inefficient, and it not only directly multiplied the workload of IT members, but also increased the complexity of the processes. Thus, the benefit of the ITIL implementation was significantly lower than anticipated. This study attempts to evaluate the status of ITIL implementation, and identify the critical success factors in implementing ITIL in the case company. Questionnaires and interviews were employed in the study. Issues evaluated include: position of IT personnel involved, attendance in ITIL training courses, awareness and understanding of the processes and goals of ITIL, perceived benefits of ITIL, expectation towards ITIL, attribution to the difficulties in ITIL implementation, workload increase and resistance; deficiencies and suggested remedy in processes, and attitude towards ITIL with automated system tools. Based on analysis of the data, the critical success factors and suggestions to the subsequent implementation of ITIL are presented as follows, (1) obtain continuing blanket support from high level management, (2) stress the importance of training courses, (3) assign appropriate managers to oversee process development, (4) define process owners and their responsibilities clearly, (5) implement convenient and efficient system tools, and (6) create ITIL-friendly culture.
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