| Summary: | 博士 === 朝陽科技大學 === 資訊管理系 === 102 === Many medium and large enterprises are currently undergoing industrial restructuring, the rise of a new paradigm, external competition, and other problems, indicating that economic stability is no longer the norm. The norm in
changing economic environments involves developing a core understanding for a future in which enterprise information technology (IT) management and governance play increasingly essentials roles.
Previous studies have suggested that transparent IT services and the platform of rapid response corporate strategy must be developed in tandem. The current IT environment involves using multiplatform, multisystem, and multiuser front-end handheld devices. The daily operations of enterprises and business strategies are supported using Portal, ERP, ERP II, CRM, and BPM because these systems enable managers to access information quickly to facilitate decision-making. Information systems have been gradually deployed; therefore, no overall or integrated planning framework exists. Thus, the age of integrating cross-platform, cross-system, and different front-end devices has arrived, and converting information systems into self-service portals has become increasingly essential.
Information Technology Infrastructure Library, Version 3 (ITIL V3) service operation regulates five main processes and activities. This system can be used for managing the daily operational processes of information services. Presently, there are no additional mature IT platform integration solutions. Therefore, enterprise service-oriented architecture must be used to build self-service portal workflows. Implementing ITIL V3 service operation can solve automation problems and enhances the problem-solving abilities of users.
This study analyzed the correlations between IT governance service operations and enterprise self-service portals. Using service-oriented architecture increases platform adaptation and creates service-level agreements that can effectively manage the operational problems of enterprise services.
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