不同的組織會有不同的資訊科技服務管理需求，且缺乏詳細實施指導的特點使得資訊系統開發與執行上往往令人一籌莫展，資訊服務管理參考模型(IT Service Management Reference Model，ITSM)是一個經過驗證的資訊服務管理工具，本研究以施行資訊技術服務管理(IT Service Management，ITSM)架構完整之國際性電信公司為研究對象，針對其已經採用的ITSM架構，探討實施ITSM對增進資訊技術與企業目標一致性的績效評估。研究的方法在將個案公司已經實行的「服務執行」與「服務支援」流程與條文展開之後，以ITIL的管理單位，英國政府的商務辦公室(OGC)所發展的自我評估工具加以評估與分析其「服務執行」與「服務支援」兩個ITIL的核心流程的成熟度。研究結果發現，藉由資訊服務供應商的協助，企業的確可以在一定時間內快速達到OGC建議的ITIL流程成熟度標準以上，尤其在與流程的執行能力與品質控制相關的部份上，然而對於ITSM這樣一個講求與企業目標緊密結合並隨時保持可變的彈性的管理框架，掌握服務的趨勢與走向成為重要的成功因素，而這卻是個案公司未來需要努力的目標。ITSM的實作過程與個案評估，提供欲導入標準化流程與最佳實務管理標準的ITSM之企業參考，俾使IT資源得以發揮最大效能。
Difference of organization requires various information technology service man-agement which always causes none effective of development of information technology system and enforcement with lack of detail fulfillment direction, ITSM(IT Service Management Reference Model) is a certified tool of information technology service management, therefore, this research is based on the international telecommunication corporation with thorough structure for implementing of information technology service management. Conferring on the evaluation of achievement towards enforcement of ITSM for increasing information technology skill and the aim of enterprise accordance with adopting ITSM structure.
The method of research is based on delving into the process and document of ser-vice delivery and service support which the research case has been implementing. Evaluating and analyzing the maturity of core process of service delivery and service support by the tool of self-evaluation developed by management organization OGC.
Enterprise surely can reach above the level of ITIL procedure that OGC suggested with assistance of information technology service supplier according to the consequence of research, especially for the enforcing ability of procedure and quality control. How-ever, as for the frame as ITSM with flexible management and enterprise goal, the main factor to success is mastering the trend of service which will be the target for future. Based on the executing process and evaluation of the case, it might offer the best prac-tical management standard for the enterprise which would like to lead the ITSM stan-dardizing process, hence, IT source may bring the great efficiency.
