The research of process management mechanism about Change and Release/Deployment of Information Service

• Main Authors: Kuo-Ting Sun, 孫國庭
• Other Authors: SUN-JEN HUANG
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/97717319148378576884

碩士 === 國立臺灣科技大學 === 資訊管理系 === 100 === Today many organizations emphasize the importance of business-oriented, customer-oriented and service-oriented information; hence, the demand and complexity of information services are getting huger, but they also should be quicker and easier to use. So how to use the management standards, methods and tools to well manage information services becomes an important issue. IT service performance can be measured from numerous aspects. The user satisfaction simply reflects if an IT service is perceived as good or bad. Therefore, this research focuses on the information services about how to change and how to release/deploy the application systems to ensure user satisfaction. The research adopted popular industry IT governance and service management practices, and further proposed five management mechanisms: (1)Use a point of solving practical cases to develop the change and release/deployment management processes; (2)Identify the process controls suitable for IT process nodes; (3)Decide the auditing items for IT process nodes; (4)Determine metrics to control the service process quality; (5)Measure the process maturity of change and release/deployment management. This research utilized the above five management mechanisms to discuss and analyze a practical case. It is found that the relevance exists between the proposed metrics and the currently defined service level agreements (SLAs). The results of process maturity assessment also demonstrate such the relevance. Improvements have been proposed in this research according to the relationships among process controls, audits, and metrics. The results of this research can be expanded beyond the IT change and release/deployment management processes to other IT service management processes.