| Summary: | 碩士 === 國立臺灣科技大學 === 資訊管理系 === 97 === It’s become the important issue in the business management that using information technology and resources effectively,and enhancing management to the information service providers or IT sectors of organization. Many famous enterprises use the ITSM to improve IT service management. ITSM is an integrated IT service management framework that covering from the IT daily operation management to the IT service strategy consideration. Therefore it will bring change for implementing ITSM standards. The main purpose of this study is to explore the appropriation process in the development of ITSM in terms of Adaptive Structuration Theory (AST), and how to assist to implement ITSM by organization behavior viewpoint. It Will provide suggestions to the organization that want to implement ITSM in the future.
Drawing on two cases from Taiwan’s public and private sectors, both the appropriation process and social interactions of adopting ITSM are examined. Based on evidence from the cases, this study found that several factors such as task features, organizational environment, executive support,the member to ITSM the cognition and the manner,implementing design and execution way,and new IT service management process and support tool influence on the appropriation process and decision making. And it enhance IT service quality through continual service improvement and re-certification mechanism.
The result of this research is that ITSM will improve IT service quality and efficiency. It helps to implement ITSM by executive Participation and developing learning organization.The first thing is to assess and analyze the IT status and find out the improved direction. And achieving quick-wins to gain user’s confidence , and enhance the IT member’s confidence.It enhances IT service performance and quality through monitoring service performance indicators and audit mechanism to make sure compliance ITSM.
|
|---|
