| Summary: | 碩士 === 國立政治大學 === 經營管理碩士學程 === 93 === As the finance production deregulates, the financial institutions could run more and more various businesses. In order to offer quality service, it’s necessary to have IT support in the back. So does Security Corporation. The business performances of a security corporation almost depend on an available, reliable, and secure IT services. However, there are some problems occurred between the business and IT units. In one hand, they both have misunderstanding in cognition to the other party; on the other hand, passive attitude and ineffective management of IT department made two groups always unsatisfied to each other. Furthermore, the spending of IT investment in a company is limited, but the business units continually require of better performance requirement. The atmosphere between two parties is in tension.
For solving those problems, the study of IT governance comes out. It helps organization offer better IT service under limited resources. Moreover, IT governance is not only the effective method to realize business object, but the important one to obtain the customers’ trust. As the result, we use one of IT governance methodology, ITIL (IT Infrastructure Library), to resolve the predicament of IT department in the security corporation.
In this paper, we identify the expectation to IT service from Business units using the concept of SLM (Service Level Management) module described in ITIL. Our analysis steps are as follow:
I.Understand the needs: We use the “Process Improvement Model” in ITIL and the concept in BSM (Business Service Management) to analyze the “real” requirements from business units.
II.Settle and implement the agreements: After clarify the relationship between business function and IT service, the most important document in SLM, SLA (Service Level Agreement), will be ready for recording the result of negotiation of two parties. It’s also good for addressing the responsibility.
III.Review and improve the IT services: After implement, it’s necessary to review the result, and get the feedback for next service improvement. By continuous improvement, IT service will be able to match the business needs.
In the case, we conduct the gap analysis between the expectation of business department and real performance of IT service. It helps IT department to understand “where we are” and “what we want”. Through the result of the comparison, it provides an obvious direction for service improvement, instead of by “intuition” only. It also includes other benefits like that:
I.The IT department can realize its role in whole enterprise. It could have better cooperation with business department.
II.The BSM helps IT manager to deploy its resources and optimize the investment in IT.
III.The methodology provides a concrete, measurable standard and description to the business. It’s useful to establish the SLA and OLA (Operation Level Agreement).
IV.The comparison between expectation and current status can show how the level of IT services support business services.
V.The gap analysis provides the direction of service improvement.
VI.The IT resources components are highlighted. Those components are major objects in backup mechanism and capacity management.
VII.The Business/IT Knowledge base helps to review the range of monitor.
VIII.The IT support system can be revealed. It is benefit to communication and problem management.
The study shows that Service Level Management focus on how to restrict the action of IT Services provider. In other words, the whole process just helps to fine out the object of IT Services. It also needs support of other Service Support processes. Furthermore, the services’ quality improve will be showed by the Service Level Index. The SLM and other process complement to each other. To sum up, SLM is good for IT units to identifying needs and catching them. However, it should implement with other process to get better effect.
|
|---|
