以ITIL進行服務資產及組態管理流程導入之研究 - 以S 公司為例

Due to the expansions and developments of the organization, the demand of enterprise information technology services also increase. However, most executives deem that the IT departments within enterprises are considered as supporting units, which the staffs among them mainly assist the existing products and services instead of improving and creating advanced information services. Such conventional role makes it hard for companies to put emphasis on their own IT departments. IT Infrastructure Library, ITIL, is an IT service management structure proposed by the British government. The content and framework of ITIL is tailored to achieve the goals of modern enterprises. Currently, ITIL has become a widely used infrastructure of information management since it helps the combination of IT processing with business goals and also enhances the value of the IT department in business. This study has investigated the ITIL processes such as service asset and configuration management in the Service Transition module for S company and discusses several issues encountered for the IT department such as to identify the stage problems, and the benefit comparison. The major concern is due to service delivering for the end users. On the other hand, there are other IT related issues by the end users in the company, such as hardware reliability, software installations, and appropriate software application usages. Ultimately, the management level wants the IT department to deliver appropriate services in an efficient manner through ITIL Service Transition. As the result of this case study, it is apparent that using the infrastructure of ITIL Service asset &configuration procedure not only promotes the efficiency and quality of IT service in IT department, but also helps the business to deal with the future changes with open minded thinking. In addition, ITIL also allows IT department to manage the computer environment and saving human resources more efficiently with better information technology service.