Performance Diagnosis and Improvement of the Implementation of ISO 20000: A Case Study of S Company
| Autor: | Pei-Lin Wu, 吳佩霖 |
|---|---|
| Rok vydání: | 2013 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 100 Information management constitutes a significant function in the enterprise, but cannot always be clear information services specification and assessment, coupled with the performance of logistic units are often ignored; while ISO / IEC 20000 is to standardize the international standard of information technology service management, ISO 20000 norms enterprises in the IT service delivery, set up a process to help providing more information on unit efficiency, reliability and availability of the service, and to provide high satisfaction with information services, constantly spirit of continuous service improvement for reducing costs, increasing productivity, improve the target of information services quality. After introducing the ISO 20000, so that the operation unit of information standardization and compliance monthly view service status, focusing on the services did not meet to review proposed improvement measures and permanent improvement measures to prevent the same situation occurring again in the future, through this continuous improvement mechanism to improve the quality of services, and to conduct a comprehensive review of the process. In this study, by examining the case of the company pursuant to ISO 20000 specification service level agreements (Service Level Agreement, SLA), to obtain the continued ineffective information services provided by the diagnosis of the case company, thus providing the proposed improvements. The study results suggest that there is a genuine case company to implement PDCA continuous improvement mechanism for substandard service projects, most below target items have access to improved results. In the study found that the case company has a service project continued below the target value, and no effective way to improve, resulting in such service projects did not meet until the situation in the present study provided recommendations for improvement of the case company reference. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|