An Implementation of Incident Management, Problem Management and ServiceDesk based on ITIL- A Case Study of W Company

• Main Author: 羅明弘
• Other Authors: 劉敦仁
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/26313742602807912807

碩士 === 國立交通大學 === 管理學院資訊管理學程 === 99 === After the U.S. subprime lending financial crisis and financial tsunami, the age of low-margin and low-price is coming. Enterprises face more challenges with global competition in the more rapidly changing environment, such as the “955”, 95% goods must be delivered within 5 days. Not only “955”, but also the more severely challenge like “982”, 98% goods must be delivered within 2 days. In order to survive, enterprises need to get more competitive advantage, and the IT division is one of the key to help it. IT division should make the “Business-IT Alignment” to ensure that enterprise goal is the same as IT goal, and then to help enterprises to get more competitive advantage. The ITIL (Information Technology Infrastructure Library) is the best practice of IT division to demonstrate the maximum effectiveness for enterprise. Although ITIL is the best practice to help IT division and enterprise, but there are many challenges to implement ITIL. Therefore, it is important to investigate how to make a fit of enterprises into ITIL. We conduct exploratory case study to collect cases and the company steps of ITIL implementation through the approach of literature review and participant observations. We stretch the timeline of our study to three years after the implementation of ITIL. Our research focus on the following: 1. The analysis of the key methodology in each phase of the ITIL implementation. 2. The analysis of the major challenges of the ITIL implementation. 3. The analysis of the Critical Success Factors of the ITIL implementation. 4. The analysis of the concrete results of the ITIL implementation. Through this case study, we can clearly analyze the process of ITIL implementation of the case company - before, during and after the implementation of specific practices. Based on the experiences of ITIL implementation, we can overcome the major challenges and identify the critical success factors of ITIL implementation. Our observations and findings will be a reference for other companies interested in implementing ITIL in the future.