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97
臺大管理論叢
2017/6
第
27
卷第
2
期
97-134
DOI:10.6226/NTUMR.2017.JAN.C102-021
以 ITIL 為基礎雲端運算服務品質評估機制之研究
Evaluation Mechanism for Service Quality of Cloud Computing
Based on ITIL
摘 要
隨著新的雲端運算服務和技術逐步進入市場，組織須不斷重新設計需求和重複評估，
因此未來的評估工作應按照特定的準則加以規範。故本研究運用
Gowin’s Vee
模型建立
研究的流程，在文獻端透過文獻探討相關服務品質量表，以
ITIL
作為研究基礎，發展
與建構雲端運算服務品質評估機制雛形；實證端則採用德爾菲專家問卷萃取適合衡量
雲端運算品質服務項目，因此修正後的雲端運算服務品質評估機制包括有五大模組、
19
個流程與
44
個衡量項目，最後輔以層級分析法確認衡量項目間相對權重後，建構適
合衡量不同供應商之雲端運算服務品質評估機制。這些結果可協助不同雲端運算服務
供應商定義清楚自身市場定位及強化競爭優勢，同時更貼近不同雲端運算服務使用者
的需求。
【關鍵字】
雲端運算服務、服務品質、資訊科技基礎架構庫
Abstract
As new cloud computing services and technologies penetrate the market gradually, and
organizations should constantly redesign and reevaluate demands. Therefore, future
assessment should be regulated according to specific criteria. This study adopts Gowin’s Vee
Model to establish the study process. Literature is employed to investigate relative service
quality scales. With Information Technology Infrastructure Library (ITIL) as the research
foundation, the embryo of cloud computing service quality assessment mechanism is
developed and established. For verification, Delphi method is employed to determine the
services suitable for measuring the quality of cloud computing. Therefore, the assessment
mechanism of cloud computing service quality modified in this study includes five modules,
19 processes, and 44 measurement items. Lastly, after Analytic Hierarchy Process is adopted
to confirm the relative weight of measurement items for diverse cloud computing service
suppliers. The result can not only help different cloud computing service suppliers clearly
define their positions in the market and enhance their competitive advantages, but can also
meet the demands and requirements of users.
【
Keywords
】
cloud computing service, service quality, ITIL
張碩毅
/
國立中正大學會計與資訊科技學系教授
She-I Chang
, Professor, Department of Accounting and Information Technology, National Chung Cheng
University
張益誠
/
國立東華大學會計學系副教授
I-Cheng Chang
, Associate Professor, Department of Accounting, National Dong Hua University
何晉滄
/
國立中正大學會計與資訊科技學系兼任副教授
Chin-Tsang Ho
, Adjunct Associate Professor, Department of Accounting and Information Technology,
National Chung Cheng University
李幸蓉
/
國立中正大學會計與資訊科技學系博士
Hsing-Jung Li
, Ph.D., Department of Accounting and Information Technology, National Chung Cheng
University
鄭伊秀
/
勤業眾信會計師事務所顧問
Yi-Hsiu Cheng
, Consultant, Deloitte Touche Tohmatsu
Received, 2013/12, Final revision received 2015/1