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以
ITIL
為基礎雲端運算服務品質評估機制之研究
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Evaluation Mechanism for Service Quality of Cloud Computing
Based on ITIL
Summary
The development of cloud computing has given rise to a new form of competition in the
market. Derivative cloud computing services have not only been actively developed and
expanded, but have also become the mainstream of IT applications. The service mode that
provides innovative cloud computing is bound to become an advantage of enterprises under
operation. Organizations will have no idle resources and related expenditure planning and
other problems. Moreover, they can enjoy the benefits from economics of scale, including
effective cost reduction and control and management of relative risks. However, the tool and
mechanism that support and organize the evaluation and planning of cloud computing
service quality have not been widely utilized yet. As new cloud computing services and
technologies penetrate the market gradually, suppliers should continuously update their
software and hardware, and organizations should constantly redesign and reevaluate
demands. Previous evaluation results may become outdated quickly. An issue exists in
existing assessment studies. Results show that existing studies are not often conducted or
reported with quality assessment. Therefore, future assessment should be regulated according
to specific criteria.
The Information Technology Infrastructure Library (ITIL) that focuses on process
management provides a best-practice infrastructure and guiding principle for IT service
management. It emphasizes modularity information management practice and is applied to
all information organizations. It contains a set of mechanisms that is widely accepted and
utilized. Therefore, this study adopts Gowin’s Vee Model to establish the study process
(Gowin, 1981; Novak and Gowin, 1984; Novak, 1998, 2002). Literature is employed to
investigate SERVQUAL, IS-SERVQUAL, E-Qual Version 4.0, E-S-Qual, E-RecS-Qual, and
relative service quality scales. With ITIL as the research foundation and master infrastructure
She-I Chang
, Professor, Department of Accounting and Information Technology, National Chung Cheng
University
I-Cheng Chang
, Associate Professor, Department of Accounting, National Dong Hua University
Chin-Tsang Ho
, Adjunct Associate Professor, Department of Accounting and Information Technology,
National Chung Cheng University
Hsing-Jung Li
,
Ph.D., Department of Accounting and Information Technology, National Chung Cheng
University
Yi-Hsiu Cheng
, Consultant, Deloitte Touche Tohmatsu