A study of the ITIL Service Management Process ——The Acer e-Enabling Data Center’s Case

• Main Authors: Hsing Sheng Wang, 王興聖
• Other Authors: T. C. Hsueh
• Format: Others
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/63812630914067990163

碩士 === 長庚大學 === 企業管理研究所亞太營運管理組 === 99 === The complexity of today’s IT environment is ever increasing. IT organization in a company has to meet user’s request for services all the time. And yet, the business value contributed by an IT organization to the company is hard to be captured. The cost of establishing any IT infrastructure in a company is always viewed as an expensive investment without directly measurable returns. Acer’s e-Enabling Data Center (acer eDC) faced the similar situation and challenge. The center began an effort in 2001 to implement ITIL (Information Technology Infrastructure Library), and has achieved significant results. Today acer eDC’s operational process for IT services has become one of Acer’s core competitive advantages in the market place. This study examines acer eDC’s journey in implementing OGC’s (Britian Office of Government Commerce) ITIL. It also elaborates how to use the self evaluation tool for assessing process maturity. The study concludes that the success at acer eDC is due to: senior management commitment, organization restructure, broad education and training, and proper instrument selection. ITIL implementation has helped acer eDC result in providing better IT service quality and operational efficiency. Other organizations interesting in ITIL can learn from acer eDC’s experience by paying attention to three key areas, namely organization, investment and operation process.