| Summary: | 碩士 === 國立中央大學 === 資訊管理學系在職專班 === 106 === Information Technology Service Management (ITSM) is a general term that describes for designing, delivering, managing and improving the way IT is used within an organization. In recent years many companies have increasingly subcontracted their IT maintenance so that IT service providers should follow the ITSM approach and establish appropriate processes or operations to achieve an effective quality of service and increase their customer satisfaction. IT services are usually implemented by a project team under an adhesion contract. During the contract period, contractors take each case of the delivered service as a very small project (termed as a “Project-oriented IT Service”) as they attempt to achieve a particular aim with limited resources and time. When the manpower is insufficient, the service level agreement may not be fulfilled and subsequently it would increase the risk of penalties. Excessive manpower, by contrast, may increase costs and reduce profits. Thus, managers need to think over not only the service fulfillment but also the cost reduction when they begin the manpower assignment. This study aims to solve the decision-making problem of continuous human resource assignment at each project-oriented service using an integer programming model which will assist managers in selecting the lowest overall cost with limited manpower. Moreover, this study shows an industrial case of a THSRC’s IT maintenance service project and the continuous assignment patterns are discussed by applying the model to help the manager precisely organize their human resources.
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