本論文將著眼於以資訊科技為基礎之全球IT客戶服務中心的規劃與發展。引用資訊科技規劃相關理論，配合對客戶服務中心現況的探討，針對受到資訊科技影響下，企業內部以資訊管理流程標準，所演繹出的客戶服務中心的作業，建立全球IT客戶服務中心規劃與發展的參考架構以及歸納出全球IT客戶服務中心規劃與發展的效益。 ;With the development of information becomes increasingly standardized and automatic, enterprise relies more and more on IT. Importing the concept of service, we regard the company's internal staff as the role that is equivalent to service customers. The key for enterprises to succeed is the continuous innovation to make sure the product launching in the market timely to meet the needs of customers. Uphold the same philosophy, with the trend of globalization of business development, the department in charge of information is necessary to keep up with the company to provide information services to the corresponding areas. Facing the case of increasing cost of investment and the declining of service quality, a new concept emerges, that is to establish a new department called IT Global Service Center, with the purpose to promote the company's internal information systems for internal staff. This paper will focus on the planning and development of IT Global Service Center which is based on information technology. Under the influence of information technology, with the preparation of cited theory of information technology, after discussing the status of the customer service center, then set out to establish and plan architecture of IT Global Service Center, along with the estimation about benefit of this team.
