| Summary: | 碩士 === 元智大學 === 資訊社會學碩士學位學程 === 99 === Information Technology Infrastructure Library is a management system which made for information section to standardize the management structure of IT service. The process can be used to optimize existing resources, and stressed the IT services and operations management information system. Through the improvement of the process and utilizing the management tools to improve business performance. Service management platform is a basic structure of the theory, especially for service personnel and the service management processes, which is this thesis research infrastructure.
The case study is having a though investigation on the IT Infrastructure Library platform with qualitative investigation method and analysis method. Investigate the relevant factors to implement the service platform, such as: characteristics of the organization at the beginning period, management system performance effect after input.
Research and analysis in this study showed that:
1 after the user into the service desk staff satisfaction as very satisfied.
2 import Desk staff for various departments after the satisfaction to be very satisfied.
3.After the service desk the timeliness of import: a piece case processing time is about 4 hours, the user can clearly know the case will be processed within the same day.
4 service desk for implement, said after the working conditions are now satisfied with the work.
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