| Summary: | 碩士 === 華梵大學 === 資訊管理學系碩士班 === 94 === With the increase in information science and technology innovation and development, many E-business and E-commerce companies have an increased dependence on information technology (IT). As the IT infrastructure becomes the basis of many company operations, the need for IT Service Management (ITSM) becomes more apparent. Efficient use of existing IT resources and the creation of an effective IT environment can give a company a competitive advantage. With this in mind, greater attention must be paid to the creation of an efficient IT operating strategy that meets the business needs of the enterprise. At this point the Information Technology Infrastructure Library (ITIL) comes into play, with ITSM as it's core module, providing reasonable, measureable standards which give IT personnel the direction needed to gain the most benefit from the synthesis of business and technology. Establishing a method to evaluate the effectiveness of the implementation enables the enterprise to obtain the best results with limited resources. This assists in reducing IT costs and enhancing management of IT resources, both of which are rgently needed. However, it requires more analysis techniques to identify the rank of the existing services and to measurement the maturity of these services. This is usually a very time consuming and costly task. Therefore, our goal is to develop an efficient and practicable technique for evaluating processes in the area of IT service management. The AHP model for analyzing and evaluating service management processes is presenting as an easy–to–use, but powerful methodology. The weight of the evaluation criteria item is assignment depending on the various aspects of process quality when being applied to a concrete scenario. This enormously reduces the effort usually required for process analysis. Additionally, as the overall achieved score is computed on basis of single criterion ratings, quality decreasing parts can be located easily. The existing service processes have to be analyzed through the proposed evaluation criteria measurement. Then, the optimal processes can be identified for high process quality. The methodology presented in this paper allows the organization to use these evaluation criteria to measure the coming service process in the future. This research will objectively examine current discussion and available expert opinion on ITIL standards and methods. It will also present the ITSM ability for self-evaluation, the analysis of an enterprise IT service management condition, and using AHP (Analytic Hierarchy Process) standards, will compile the standards for appraisal. The result of this research will be the creation of an enterprise ITSM system strategy evaluation.
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