The Study of the Critical Success Factors for Implementing IT Service Management in the Technology Industry

• Main Authors: Yao-Jung Huang, 黃耀榮
• Other Authors: Mu-Jung Huang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/76519785854183595606

碩士 === 國立彰化師範大學 === 資訊管理學系所 === 97 === Abstract The evolving IT role was technology provider in the early years, and was changed to service provider recently. The IT department was been promoted gradually not only the office support position but also the role aligned with organization's operation. All of the changes were relied on the build of IT Service Management complied with ITIL guidelines. The concepts of IT service management have been widely known in Taiwan. Many organizations have already implemented IT service management or are willing to implement it. Therefore, the majority of this study is to explore the current status and the problems that IT service management has met in Taiwan, and then to discover the critical success factors for implementing IT service management to the organization by using analytic hierarchy process. There are some findings in this research. The critical success factors are the support from executives, clearly defined roles and the identification to this task. Relatively, factors about technology scope are not obvious for smoothly implementing IT service management. keywords: IT service management, ITIL, analytic hierarchy process, critical success factors