| 摘要(英) |
Case Company C is a multinational high tech manufacturer. Company C has an information systems department in charge of all IT services in the company, providing various services for many users. The motivation of this research is to find out ways to systematically improve its operation and service efficiency.
This study is a planning endeavor attempting to derive at a good and efficient solution for Company C, based on an examination of the current operations of the IT service desk, identify and analyze the problems, and evaluate the performance indicators. The infrastructure of customer services have witnessed vast improvements in recent years, forming solid foundations for various applications, and getting more and more mature. To this end, the ITIL framework can be a good reference for enterprise IT management.
Since operational improvement is the goal of this study, we wish to generate a practical plan, implement the plan and evaluate the effectiveness of the action. Hence, the action research perspective was adopted as the research method. By observing current IT operations of Company C, we analyze the related personnel, process and technology, and propose ways for improvements based on the ITIL concepts. These include reengineering the operations processing inbound calls, and establishing self-services, such that the services can be more rational and efficient. After the solution was proposed, we made recommendation for the service desk that it should find the CSF and KPI according to the organizational goal, for future evaluation of the operations.
The conclusions of this study is listed as follows: ITIL is helpful in the design of the integration of the service desk operation processes, functions of CTI can assist the service desk structure improvement and that the IT department should take self-service as a viable alternative service in future development.
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| 參考文獻 |
一、 中文部份
Cooper, Donald R. and Schindler, Pamela S. (2008), Business Research Methods, McGraw-Hill，企業研究方法，楊雪蘭、宋兆賢譯，華泰文化，台北，2008。
Kaplan, Robert S. and Norton, David P. (1996)，The Balanced Scorecard, Client Distribution Services，平衡計分卡：資訊時代的策略管理工具，朱道凱譯，臉譜文化，台北，1999。
于泳泓 (2002)，「從台灣企業成功導入平衡計分卡實例談企業現狀剖析與導入架構檢核」，會計研究月刊，第 198 期，16~25頁。
吳昇洋 (2004)，應用資料採礦技術評估客服中心顧客管理之績效，清華大學碩士論文。
陳占文 (2001)，客戶服務中心建置初期委外服務之研究 ― 以金融業為例，中原大學碩士論文。
陳信宏 (2001)，客戶服務中心規劃與發展之研究，暨南大學碩士論文。
億訊公司 (2000)，「開創全方位客戶服務的億訊國際」，資訊與電腦，第236期，68頁，2000年3月。
二、 英文部份
Aaker, D. A. (1984), Strategic Market Management, John Wiley & Sons Inc.
Anton, J. (2001), eBusiness Best Practices for All Industries, Purdue University, Center for Customer-Driven Quality.
Daniel, D. W. (1961), “Management information crisis,” Harvard Business Review, Vol. 39-5, pp. 111-121.
Feinberg, R., Kim, I.S., Hokama, L., de Ruyter, K., Keen, C. (2000), “Operational determinants of caller satisfaction in the call center,” International Journal of Service Industry Management, Vol. 11-2, pp. 131-141.
ITIL (2007), ITIL Version 3 Service Operation, OGC, UK, 2007.
Lewin, Kurt. (1958), Group Decision and Social Change, Holt, Rinehart and Winston., New York.
Rockart, John F. (1979), “Chief executives define their own data needs,” Harvard Business Review, Vol. 57-2, pp. 81-93.
三、 線上資料庫部份
bigWebApps Inc.: What is ITIL? 2009年6月12日，取自 http://blog.bigwebapps.com/bigpicture/2008/09/index.html
IT Process Wiki: KPIs Service Desk and Incident Management. 2009年6月12日，取自 http://wiki.en.it-processmaps.com/index.php/KPIs_Service_Desk_and_Incident_Management
IT Process Wiki: Processes of ITIL Service Operation. 2009年6月12日，取自 http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Operation
Wikipedia: Action Research. 2009年7月4日，取自 http://en.wikipedia.org/wiki/Action_research
Wikipedia: Call Centre. 2009年6月12日，取自 http://en.wikipedia.org/wiki/Call_centre
Wikipedia: Critical Success Factor. 2009年6月9日，取自http://en.wikipedia.org/wiki/Critical_success_factor
Wikipedia: Information Technology Infrastructure Library. 2009年6月12日，取自 http://en.wikipedia.org/wiki/ITIL_v3#Service_Operation
Wikipedia: Key performance indicator. 2009年6月9日，取自 http://en.wikipedia.org/wiki/Key_performance_indicator
Wikipedia: Service Desk (ITSM). 2009年6月12日，取自 http://en.wikipedia.org/wiki/Service_Desk_(ITSM)
Wikipedia: 關鍵績效指標。2009年6月9日，取自http://zh.wikipedia.org/w/index.php?title=%E9%97%9C%E9%8D%B5%E7%B8%BE%E6%95%88%E6%8C%87%E6%A8%99&variant=zh-tw
台灣科技化服務管理協會：ITIL 是什麼呢?? 2009年6月9日，取自 http://www.itsma.org.tw/news/show1.asp?news_id=191
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