A Study on Evaluating IT Service Management of IT Unit Base on ISO 20000 -A Case of the Logistic Information Center in Military

• Main Authors: Chu, Yea Jing, 朱雅菁
• Other Authors: Chen, Le Hui
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/14089655687482610180

碩士 === 國防大學管理學院 === 資訊管理學系 === 100 === Along with the technical progress and development, the information technology has become the main strength of supporting business management. The role which the information department acts, will transform from passively providing support by the past into providing the information strategy aggressively. Including the Military, in order to strengthen organizational work achievements, the unit must rely on information technology to integrate the dispersed information into the effective information. Therefore, IT service becomes the more important role which acts in the organization. This research is by the case of one logistic information management unit in Military. Through deeply understanding the history of the organizational transformation with the expert interview, in accordance with the characteristics by the unit promoting the IT service management besed on service-oriented concepts, the researcher generalizes several present situations incluing the organization promoting the change management, release management, problem management and service desk to evaluate and compare IT management items and procedures with ISO20000 measurements, then analyzes the whole IT services and proposes the continual improvement suggestion.