本論文主要探討在技術發展與網路的普及的情況下，企業依賴資訊服務的情形也越來越重，但是當依賴增加的同時，員工對資訊協助的需求也一同提高。 資訊科技支援服務模式的規劃評估便是企業在業務大量資訊化後要面臨的課題。藉由探討資訊科技支援服務的模式、研究個案公司內部情形與分析企業內員工經驗與需求，提出對個案公司建議決策方向。 從本研究結果可以說明，企業選擇資訊科技支援的策略取決於組織的在乎的要素、財務狀況、資訊科技支援服務的目標。沒有一個單一、正確的資訊科技支援規劃結構在所有情況下都能很好的發揮作用。而企業除了規劃資訊科技支援服務以外，從最開始評估系統導入都可能對後續資訊科技支援服務產生影響。 ;This paper primarily discusses the increasing dependence of businesses on information services in light of technological advancements and widespread internet usage. As reliance on information services grows, so does the demand for assistance from employees. Planning and evaluating the information technology support service model become crucial challenges for companies heavily involved in digitizing their operations. By examining different models of information technology support services, analyzing the internal situation of a specific case company, and considering the experiences and needs of employees within the organization, this study presents recommendations for decision-making directions for the case company. The research findings indicate that the choice of information technology support strategy by a company depends on organizational priorities, financial conditions, and the objectives of the IT support services. There is no single correct structure for information technology support planning that can effectively address all situations. Additionally, besides planning the information technology support services, evaluating system implementation from the very beginning can also have an impact on subsequent IT support services.
