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

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姓名

李華麗(Hua-li Lee) 查詢紙本館藏

畢業系所

資訊管理學系在職專班

論文名稱

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 ITDepartment Implementing ITIL— The Case of an EnterpriseImplementing ITIL for Service Support )

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摘要(中)

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。

摘要(英)

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.

關鍵字(中)

★ 訓練
★ ITIL 導入
★ 成功因素
★ 資訊服務支援

關鍵字(英)

★ IT service support
★ success factors
★ training
★ ITIL implementation

論文目次

中文摘要 ................................................................................................................................ i
Abstract ............................................................................................................................... ii
誌謝 ............................................................................................................................... iii
目錄 ............................................................................................................................... iv
表目錄 ............................................................................................................................... vi
圖目錄 .............................................................................................................................. vii
第一章緒論 ........................................................................................................................ 1
1-1 背景動機 ...................................................................................................................... 1
1-2 研究目的 ...................................................................................................................... 1
1-3 論文架構 ...................................................................................................................... 2
第二章文獻探討 ................................................................................................................ 3
2-1 ITIL 背景沿革 ............................................................................................................. 3
2-2 ITIL 簡介及其重要性 ................................................................................................. 4
2-2-1 ITIL 的目的及精神 .......................................................................................... 7
2-2-2 ITIL 的重要性 .................................................................................................. 8
2-3 ITIL, ITSM, BS15000, ISO20000 之沿革 .................................................................. 9
2-4 ISO20000 目前在台灣的發展現況 .......................................................................... 10
2-5 ITIL 的導入 ............................................................................................................... 11
2-5-1 ITIL 的導入策略 ............................................................................................ 11
2-5-2 國內外企業ITIL 的導入現況 ....................................................................... 12
2-5-3 國外ITIL 導入之關鍵成功因素 ..................................................................... 13
第三章個案公司描述 ...................................................................................................... 16
3-1 個案公司概況 ............................................................................................................ 16
3-2 個案公司資訊中心組織概況 .................................................................................... 16
3-3 個案公司ITIL 導入 .................................................................................................. 17
3-3-1 導入ITIL 目的 ............................................................................................... 18
3-3-2 導入範圍及階段 ............................................................................................ 19
3-3-3 個案公司導入ITIL 過程需要改善之處 ....................................................... 21
3-3-4 專案團隊組成 ................................................................................................ 24
3-3-5 預期效益 ........................................................................................................ 25
3-3-6 ITIL 專案執行步驟 ........................................................................................ 26
第四章個案公司分析 ...................................................................................................... 30
4-1 研究方法 .................................................................................................................... 30
4-1-1 研究架構 ........................................................................................................ 30
4-1-2 研究設計 ........................................................................................................ 31
4-2 資料分析 .................................................................................................................... 34
4-2-1 基本分析 ........................................................................................................ 34
4-2-2 ITIL 對工作助益分析 .................................................................................... 38
4-2-3 認為導入 ITIL 對工作有助益者分析 .......................................................... 42
4-2-4 ITIL 對工作協助項目之期望分析 ................................................................ 44
4-2-5 導入ITIL 窒礙難行原因分析 ....................................................................... 46
4-2-6 工作增量與抗拒分析 .................................................................................... 48
4-2-7 流程不完善處之解決建議分析 ................................................................... 49
4-2-8 上線流程自動化對ITIL 觀感分析 ............................................................... 50
4-3 個案分析結果討論 .................................................................................................... 51
4-4 個案與國外ITIL 導入案例分析比較 ...................................................................... 54
第五章結論 ...................................................................................................................... 56
參考文獻資料 .......................................................................................................................... 58
中文部分 .......................................................................................................................... 58
網站部分 .......................................................................................................................... 58
英文部分 .......................................................................................................................... 59
附錄一：個案問卷內容 .......................................................................................................... 60
附錄二：台灣通過認證單位及認證範圍明細表 .................................................................. 62

參考文獻

中文部分
李錦樟，「國外企業導入ITIL 之成效」，財金資訊雙月刊，42，2005。
張善政，「宏碁導入ITIL 歷程與經驗」，財金資訊雙月刊，42，2005。
謝君豪，「IT 服務維運發展策略趨勢」，財金資訊雙月刊，42，2005。
楊惠芬，「13 倍的ROI－ITIL 特別報導」，iThome online，2006。
楊惠芬，「ITIL 導入先驅：日月光從事件管理開始」，iThome online，2006。
楊惠芬，「導入先驅：遠傳為了凸顯IT 價值導入ITIL」，iThome online，2006。
網站部分
台灣科技化服務管理協會：全球通過ISO/IEC20000 認證單位數排名。2009 年6 月13
日，取自http://www.itsma.org.tw/news/show1.asp?news_id=239。
吳其勳：百事可樂擴大全球導入 ITIL。2009 年5 月30 日，取自
http://www.ithome.com.tw/itadm/article.php?c=46572。
陳光楷：落實ITIL 的四加四法則。2009 年6 月1 日，取自
http://www.zdnet.com.tw/enterprise/technology/0,2000085680,20127343,00.htm。
英文部分
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San Antonio, 2004.
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Progress and Success Factors,” Proceedings of the 2005 IT Governance International
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指導教授

范錚強(Cheng-Kiang Farn)

審核日期

2009-7-14

推文