針對行動網際網路服務，本研究先根據文獻建構出一評估可用性之初步架構，認為影響可用性的因素包含了「使用者個人特質」、「通訊基礎建設」、「服務廠商因素」及「行動裝置易用性認知」，接下來透過問卷調查以及統計分析的方式，進一步驗證此架構的正確性，建構出適於描述台灣地區行動網際網路服務可用性之評估架構。 本研究發現，使用者對於行動網際網路服務的觀感皆透過行動裝置而來，亦即「通訊基礎建設」與「服務廠商因素」之效果皆須透過中介變數「行動裝置易用性認知」才能發揮作用，而「行動裝置易用性認知」再影響到可用性，亦即「行動應用服務可用性認知」因素，而此結果代表使用者對於「通訊基礎建設」與「服務廠商因素」兩者的觀感必須透過行動裝置才感受得到，也就是說，如果沒有行動裝置存在，使用者對於後端之人文因素（服務廠商）與技術因素（通訊系統）一無所知，而這樣的結論反映在整個架構的意義，是「行動裝置易用性認知」對於可用性來說具有舉足輕重的地位；本研究進一步發現，可用性本身對於滿意度有著正面的直接效果，代表可用性愈高也會有較高的滿意度，而在同時，「使用者個人特質」代表著不同的使用者特性，如使用經驗、服務相關知識與人口統計變數，而就不同特性而言，對於「行動裝置易用性認知」與「行動應用服務可用性認知」亦有顯著差異。 就「通訊基礎建設」而言，良好的網路訊號與服務後端系統是提升可用性的主要效果來源之一，而「服務廠商因素」則需以產品策略與服務提供品質作為策略主軸；在「行動裝置易用性認知」中，軟硬體操作與使用者支援程度對「行動應用服務可用性認知」有著最大的效果來源，顯見行動裝置是否容易操作，使用者是否能得到適當支援乃為提升可用性的主要直接原因；最後，本研究發現使用者的知識多寡在「行動裝置易用性認知」與「行動應用服務可用性認知」上皆有顯著差異，並顯示知識愈豐富的使用者往往認為行動裝置愈好用、行動網際網路服務的可用性愈高；因此，維護良好網路品質、擬定正確產品策略、改善行動裝置軟硬體操作、適時提供使用者支援與教育使用者皆可大幅提升整體服務的可用性水準。 / This study aims at building a framework to evaluate the usability of Taiwan’s mobile Internet services. An initial conceptual model is first constructed by a thorough literature review. It includes four influencing constructs: User Characteristics, Backend Infrastructure, Service Provider Aspects, and Ease of Use of Mobile Appliances. With the concepts of each construct defined, a survey is then conducted to verify the relationships among the variables. The analysis results show that User Characteristics and Ease of Use are directly related to the perceived usability, whereas Backend Infrastructure and Service Provider Aspects are indirectly related to the perceived usability. This implies that users perceive the usability through the mobile appliances’ ease of use. It is also concluded that fast and stable network connection, effective products strategy, superior service level, user-friendly mobile appliances, sufficient customer support and education for users are the keys to a successful mobile Internet service.

隨著主管機關對金融商品規定的鬆綁，金融機構業務型態的變化越來越多，量也越來越大，對資訊系統依賴的程度也越來越高。其中，證券公司業務的執行及對客戶的服務，更是高度依賴IT服務的可用性、可靠性、安全性和表現的效能。然而，IT與業務部門需求認知上的落差及IT部門在企業內扮演角色認知上的錯誤及不當的IT管理方式，反而讓問題的發生層出不窮，IT也經常落入問題處理的深淵。 問題的複雜度雖然不斷提高，相對於業務單位對系統穩定性的要求卻更高。問題是：企業不可能因為追求效率上的完美而不斷花錢投入IT資源。在IT資源有限的情況下，IT部門須對這些問題，進行更有效的管理及回應。因此，IT治理不僅已成為金融機構實現業務目標的基本要素，也是獲取客戶信任不可或缺的元素。本論文則嘗試透過導入行之有年的ITIL管理方法，協助解決證券公司資訊部門的困境。 為能達到良好的IT服務治理結果，本研究針對業務單位對IT部門所提供的資訊服務期望，透過ITIL的服務水準管理流程（Service Level Management，SLM）來加以定義及描述。主要做法： 1.利用ITIL流程改善模型（Process Improvement Model）的四階段步驟，參考營業服務管理（Business Service Management，BSM）的觀念與做法，讓IT單位與業務部門能有更好的溝通。 2.依據溝通的結果產出實際可行之服務水準協議。簡言之，即是由使用者的角度去找出所需達到的IT服務標準。還可依此畫出營業服務與IT服務間之對應關係，明確彼此的責任。 3.透過重複不斷的檢討與回饋，讓IT服務能越來越符合實際業務的需要。 本研究發現，透過案例「致富快手」系統在服務水準管理流程中所獲得的業務單位對IT部門的服務期望資訊，對照現況IT部門的服務表現與目標水準的差異分析。的確可以協助IT部門就資訊服務的提供現況來推導，以獲致未來可進行服務改善的目標項目。而不再是以個人的直覺來進行系統維護與IT投資，這些效益還包括： 1.增進IT了解自己在企業營運上的價值貢獻；體會與業務單位的分工合作關係，減輕彼此的對立。 2.營業服務關鍵流程協助IT部門進行資源佈署，優化IT投資。 3.對營業服務關鍵流程，提供一具體、可量化的衡量標準與描述。可依此建立SLA與OLA。 4.服務期望與服務現況比較，了解IT服務對營業服務支持程度。 5.服務期望與服務現況差異化分析，為日後服務改善之依據。 6.營業服務與IT資源對應，明確IT資源關鍵元件；為備援建置及容量管理之重點對象。 7.以Business/IT知識庫檢視監控機制涵蓋程度，做為服務改善之目標。 8.透明IT營業支援服務體系，增進雙方溝通與問題處理有效性。 研究中也發現，服務水準管理流程只是在規範IT服務相關單位的行為活動。也就是說，服務水準管理流程其實只是在訂定IT服務的目標，至於應如何來實現，仍須藉由其他服務提供(Service Support)流程的有效支持；改善的具體實現，又會反應在服務水準指標的執行結果上，兩者其實為互相呼應，相輔相成的因果關係。 / As the finance production deregulates, the financial institutions could run more and more various businesses. In order to offer quality service, it’s necessary to have IT support in the back. So does Security Corporation. The business performances of a security corporation almost depend on an available, reliable, and secure IT services. However, there are some problems occurred between the business and IT units. In one hand, they both have misunderstanding in cognition to the other party; on the other hand, passive attitude and ineffective management of IT department made two groups always unsatisfied to each other. Furthermore, the spending of IT investment in a company is limited, but the business units continually require of better performance requirement. The atmosphere between two parties is in tension. For solving those problems, the study of IT governance comes out. It helps organization offer better IT service under limited resources. Moreover, IT governance is not only the effective method to realize business object, but the important one to obtain the customers’ trust. As the result, we use one of IT governance methodology, ITIL (IT Infrastructure Library), to resolve the predicament of IT department in the security corporation. In this paper, we identify the expectation to IT service from Business units using the concept of SLM (Service Level Management) module described in ITIL. Our analysis steps are as follow: I.Understand the needs: We use the “Process Improvement Model” in ITIL and the concept in BSM (Business Service Management) to analyze the “real” requirements from business units. II.Settle and implement the agreements: After clarify the relationship between business function and IT service, the most important document in SLM, SLA (Service Level Agreement), will be ready for recording the result of negotiation of two parties. It’s also good for addressing the responsibility. III.Review and improve the IT services: After implement, it’s necessary to review the result, and get the feedback for next service improvement. By continuous improvement, IT service will be able to match the business needs. In the case, we conduct the gap analysis between the expectation of business department and real performance of IT service. It helps IT department to understand “where we are” and “what we want”. Through the result of the comparison, it provides an obvious direction for service improvement, instead of by “intuition” only. It also includes other benefits like that: I.The IT department can realize its role in whole enterprise. It could have better cooperation with business department. II.The BSM helps IT manager to deploy its resources and optimize the investment in IT. III.The methodology provides a concrete, measurable standard and description to the business. It’s useful to establish the SLA and OLA (Operation Level Agreement). IV.The comparison between expectation and current status can show how the level of IT services support business services. V.The gap analysis provides the direction of service improvement. VI.The IT resources components are highlighted. Those components are major objects in backup mechanism and capacity management. VII.The Business/IT Knowledge base helps to review the range of monitor. VIII.The IT support system can be revealed. It is benefit to communication and problem management. The study shows that Service Level Management focus on how to restrict the action of IT Services provider. In other words, the whole process just helps to fine out the object of IT Services. It also needs support of other Service Support processes. Furthermore, the services’ quality improve will be showed by the Service Level Index. The SLM and other process complement to each other. To sum up, SLM is good for IT units to identifying needs and catching them. However, it should implement with other process to get better effect.