ITSM-Based Business Intelligence Systems

• Main Authors: Chun-Ting Chen, 陳俊廷
• Other Authors: Tong-An Hsu
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/41142047385681634408

碩士 === 中原大學 === 資訊管理研究所 === 96 === The balanced score card (BSC)is a strategic management system that enables a company to translate a company’s vision and strategy into four perspectives: financial, customer, business process and learning and growth perspectives, and further points out the direction of a company’s strategic development. The business intelligent system (BIS) is able to systematize a company’s dispersed information and further analyze and explain the information comprehensively so that it enables a company to enhance its ability to integrate and analyze information and further increase the efficiency and the quality of policy-making. If BSC and BIS are integrated and applied in the IT service model under ITIL structure, the gap between strategic and executive perspective can be decrease. The purpose of the study is to integrate BSC and BIS under the operation and management of IT Service Management (ITSM) based on IT Infrastructure (ITIL) and establish a preliminary system that combine ITSM and ITIL which gives those who provide information system service a reference when they need to improve system process while developing BIS in the future. In the study, BSC and strategic map of the IT service management was collected and organized and the result of study suggested a comprehensive performance indicator based on the operation process and further proposed a plan of BIS and finally integrated BSC and BIS in application.