SOA資訊系統專案導入之風險評估---以顧客服務系統為例

Abstract

對資訊系統（IS）專案管理者而言，如何成功執行專案一直是很大的挑戰。當越來越多 企業開始嘗試導入服務導向架構（SOA），並在此目標下進行各項相關 IS 專案以加強 服務整合的同時，服務導向 (service orientation) 相關之風險評估與管理變成是一重要課 題。本研究計畫目的在於建立一 SOA 資訊專案之風險評量架構，並分析各項風險對 SOA 導入重要性。基於過往資訊專案風險之相關文獻以及服務創新理論，本研究架構 提出六項風險指標。此六項風險指標分別反映服務導向資訊專案在策略上，流程上，人 員上，及技術上所面臨的各項挑戰。此『策略』，『流程』，『人員』，及『技術』四 大構面亦是服務科學所揭示之四大整合課題。在研究架構的驗證上，本研究會應用 IBM 所提出的服務整合成熟模型，以客服系統為例，說明企業在進行各種不同程度 SOA 導 入時，各項風險指標之影響力。本研究之成果預期將能協助 IS 專案管理者瞭解服務導 向之相關風險以及其重要性，而最終亦能幫助企業 SOA 導入決策之擬定。

For information systems (IS) project managers, how to implement the projects successfully is always a challenge. As more and more enterprises launch service-oriented architecture (SOA)-based IS projects and start to integrate their various applications using service orientation, it is essential to access the sources and impacts of relevant risks. This research aims at identifying risk factors related to SOA-based IS projects and analyzing the impacts of these risk factors. Developed upon past studies on IS project risks and service innovations, we propose a framework of 6 risk factors, highlighting challenges associated with four components of service science: technology, strategies, processes, and workforces. Applying the SIMM (service integrated maturity model) proposed by IBM, customer service systems will be selected to justify the research framework. The findings of this research is expected to assist managers realize the risks and the importance of these risks that have to be noticed and controlled when making decisions on SOA adoption.