Designing process Flow of Helpdesk for Information Service Providers
| Autor: | Shu-Mei Shih, 施淑鎂 |
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| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 Following in the wake of informational technology development and more dependent on informational technology, IT has not only become necessary but also the basis of pushing forward every kind of business processes. The provider has a lower entrance threshold, resulting in a business situation of being more competitive and unable to provide with a higher service quality. This research has found one kind of phenomenon that there exists in the information service provider a shortage of work force, unsteady service quality, operating capital, dependent on external support of technical capability and so on, that’s why this research finds necessary for designing process flow in order to solve above-mentioned problems. The research brings up a Process Flow Design Structure for a Helpdesk of Informational service provider based on considering British ITIL Standard quality, utilizing quality control methodology and standard to manage IT service, so that feasibility, credibility, safety, and effectiveness in IT service can be practically upgraded. The research has established a real Helpdesk according to the Designed Process Flow Structure, and interviewed the case company about their practical experince, in which some advantages/ disadvantages and user’s point of views could be understood. The main contribution of this research is to design process flow for information service provider and conforming to ITIL essence at the same time, which on the one hand, gets enterprise’s process flow operated smoothly and service quality maintained, and meets with the expectation from the medium and the small enterprises to reduce cost and quicker service demand. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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