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ITIL

為基礎雲端運算服務品質評估機制之研究

124

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 Previous evaluation results may become outdated quickly.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