| dc.contributor.advisor | 尚孝純 | zh_TW |
| dc.contributor.author (作者) | 劉士毅 | zh_TW |
| dc.creator (作者) | 劉士毅 | zh_TW |
| dc.date (日期) | 2004 | en_US |
| dc.date.accessioned | 18-九月-2009 19:35:11 (UTC+8) | - |
| dc.date.available | 18-九月-2009 19:35:11 (UTC+8) | - |
| dc.date.issued (上傳時間) | 18-九月-2009 19:35:11 (UTC+8) | - |
| dc.identifier (其他 識別碼) | G0093932620 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/36784 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 資訊管理研究所 | zh_TW |
| dc.description (描述) | 93932620 | zh_TW |
| dc.description (描述) | 93 | zh_TW |
| dc.description.abstract (摘要) | 企業越來越仰賴資訊系統創造價值，但IT預算不增反減，IT部門面對資訊系統愈趨複雜及每天越來越多的使用者服務需求。長期以來企業發現持續對新技術和產品的投資，對於IT服務品質與效能並無法造成等比例的提升，也使企業對IT提出質疑。另外，越來越多的人談ITIL，IDC並將之預測為未來IT十大趨勢之ㄧ。ISO20000 在2005年12月成為國際標準，企業希望藉此標準提升企業資訊部門服務管理品質，藉其達成IT的轉型及增加IT的價值，但是ITIL真的是萬靈丹嗎？ 學術界對於企業導入ITIL的影響分析研究，資料相當匱乏，本研究目的為探討企業導入ITIL流程品質管理後，其可能對企業衍生的衝擊，同時也希望藉由廣泛的討論對企業提出淺見，並讓企業經營管理階層可在執行導入ITIL前有參考的依據使其得以採取有效的因應策略，以降低因導入ITIL可能所衍生出的負面衝擊並提升正面的效益。本研究廣泛探討文獻有關執行品質管理機制的衝擊，並從個案公司的問卷研究中，與之比照，希望可發現以往文獻與著作中未被提出的關於導入ITIL特有的負面衝擊，並推導出可能的發生原因。 本研究問卷設計採用半開放式問卷，作為資料蒐集的基礎。並使用個案研討(Case Study)的方式，選定服務支援流程這部份進行深度分析，訪談不同層級使用者，進行半結構式資料蒐集。資料蒐集完畢後，利用前述文獻中所歸類導入品質改善機制可能產生的負面衝擊作深入探討，將每個影響作反覆比對，找出其可能發生來源，同時再回過頭與參與此類專案的組織各階層人員(Stakeholders)驗證研究發現(Findings)。簡言之，本研究透過資料整理、文獻比對、及驗證研究發現，藉此架構出本論文。 | zh_TW |
| dc.description.tableofcontents | 第一章 緒論 4 第一節 研究背景與動機 4 第二節 研究目的 5 第二章 文獻探討 7 第一節 品質與品質管理理論 7 第二節 何謂ITIL？ 20 第三節 平衡計分卡 28 第四節 實施品質管理所產生的影響 34 第三章 研究方法 41 第一節 研究方法 41 第二節 研究流程 42 第三節 研究個案背景說明 44 第四章 研究結果 47 第一節 研究結果彙總 47 第二節 研究結果歸類 53 第三節 負面衝擊與原因分析 54 第五章 研究發現 62 第一節 負面衝擊與平衡計分卡之因果關係 62 第二節 ITIL與傳統品質專案比較 63 第三節 負面衝擊產生原因探討 66 第六章 結論與建議 72 第一節 研究結果 72 第二節 實施品質機制的建議 73 第三節 研究限制 75 第四節 後續研究建議 77 參考文獻……………………………………………………………………………..75 壹 英文部分 78 貳 中文部份 81 附錄一 研究問卷 …………………………………………………………………. 78 附錄二 各受訪者之問卷回覆………………………………………………………83 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0093932620 | en_US |
| dc.subject (關鍵詞) | 平衡計分卡 | zh_TW |
| dc.subject (關鍵詞) | 績效 | zh_TW |
| dc.subject (關鍵詞) | 衝擊 | zh_TW |
| dc.subject (關鍵詞) | ITIL | en_US |
| dc.title (題名) | 資訊部門導入品質管理機制影響之分析-以企業導入ITIL服務支援為例 | zh_TW |
| dc.type (資料類型) | thesis | en |
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