資訊服務管理之服務水準管理建置之探討–以資訊基礎架構管理個案為例
Date Issued
2005
Date
2005
Author(s)
徐安國
DOI
zh-TW
Abstract
IT technology is transforming to service delivery model. Cooperate is not only focus on functional requests, but also delivery quality and associated cost. IT unit should approach the balance within business requirement, IT profession and total delivery cost.
To establish IT service level management:
1. Service level management should be under cooperate goal and strategy to meet users requirement.
2. Service level management is one of process flow of IT service management. Service level agreement need to consider operation level agreement and underpinning contracts.
3. Defining service level agreement should consider IT strategy and architecture to ensure the deliverable.
4. Service level index is linked to associated cost and ROI ( Return of Investment )
5. Management tool is required to measure the service index.
6. It is required to define service responsibility between IT unit and end users, including process and finance… etc.
This thesis is covered the theory and best practice, including value chain, key successful factor and activity base costing to analyze the framework of service level management. Finally, hope the study can be helpful to IT management for cooperate at medium and small size in country.
Keywords : Service Level Management、Service Level Agreement、Service Level Implementation
Subjects
Service Level Management
Service Level Agreement
Service Level Implementation
Type
other
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