| Summary: | 碩士 === 淡江大學 === 資訊管理學系碩士在職專班 === 103 === In this study, we take one of the departments of Ministry of state security, which yet has not implemented any IT service management system, as our case study. By measuring the status quo of IT service management and user satisfaction degrees of information service with associated assessment tools, we try to understand the current IT service level, to find out what can be improved, and to evaluate the assessment tools appropriate or not for the specific organization.
The research method is questionnaire survey. The analysis of the different survey data revealed the same conclusion about the IT service of the organization. By measuring the satisfaction factor, we can find the gap of IT service consumer and provider, and pros and cons of the service. The results of this study indicates obstacles are rewarding system of service management, lack of training, manpower, and supports from top executives. With adequate information management manpower disposition, career system, rewarding system, training, definite policies, and cognition development of importance of the management for all staff, the information management of the organization would be better.
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