Enterprise Process Improvement into IT Service Management priority Discussion
| Autor: | Tzu-Chin Lin, 林子欽 |
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| Rok vydání: | 2011 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 In 1980s, the Office of Government Commerce (OGC, UK) raised a concept model of Information Technology Service Management (ITSM). ITSM concerns about providing service of information technology through management approaches to offer better IT service quality. The OGC also published the Information Technology Infrastructure Library (ITIL) management framework which provides practices for process and methodologies of ITSM. The ISO/IEC20000 was developed in 2005 and was compliant to ITIL. According to the IDC report, the business leveraging ITIL could improve IT staff productivity up to 53%, information downtime reduced 31%, and overall ROI up to 1296%. In consideration of saving IT investment and operational costs, cost down, efficiency improvement and simplify management simplification, the proportion of business that implements ITIL is getting higher. To make a balance between ROI and IT operation cost reduction, business does not just concern the hardware cost, but also include the service management and maintenance cost. How to implement ITSM, decide the priority of ITSM processes, and maximize the efficiency under limited resources are all important issues for all departments of all kind of businesses. This research attempted to find the relationship of key consideration factors and the ITSM implementation priorities through survey of expertise opinion. The results of this research provided recommended ITSM implementation priorities according to the importance of key factors, and help businesses to ensure that the ITSM implementation fulfills their requirements. Keywords: Information Technology Service Management (ITSM), ISO/IEC 20000, Return of Investment (ROI) |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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