Political and environmental chaos recently experienced in Haiti has damaged the economic sector and telecommunication infrastructure. Developmental data from Haiti show 3 major trends: inadequate social and economic development, insufficient benefits from the global economy, and poorly planned information technology infrastructure (ITI). The specific problem addressed in this study is a knowledge gap in the views of stakeholders within Haiti's national culture on how the country's ITI can be developed to better engage Haiti in 21st century global and digital economy. The purpose of this qualitative case study was to explore the views of 48 expert participants regarding ITI development within Haiti's national culture to better engage Haiti with the 21st century global and digital economy. To satisfy the goal of this exploratory research a case study research design was used, and data were collected from multiple sources including in-depth interviews of 48 participants, observational field notes, and archival documentation. The analysis of the archival data, online surveys, and semi-structured interviews of expert informants revealed that nationwide broadband internet availability has been achieved, which has resulted in internet usage increasing from 2% in 2002 to 12% in 2009. The study participants noted the lack of reliable access to electricity limits the implementation of ITI in the nation. Legislation and financial investment are needed to improve ITI in Haiti. The academic significance and social change implications of the study include filling the knowledge gap of the status of ITI in Haiti, helping the national development of a modernized ITI well-connected to the global economy, and a better quality of life for Haiti's people.

本研究主要探討金融機構合併的資訊架構整併策略.藉由國內大型金融機構的合併個案來了解主併公司所採用的合併策略,過程與影響。 經過文獻討論與個案分析，有八點發現: 1. 以資訊整併策略角度來看，個案中的資訊整併模式是整體接收(Take Over)。 2. 以歷史角度來看，此次金融合併案的成功因素之一來自於併購集團累積多次的成功的合併經驗與總部的大力支持。 3. 從組織架構來看，被併購集團擁有功能完整的資訊組織架構與嚴謹的專案執行規劃，是本此合併成功的第二要素。 4. 在專案時間掌握上來看，遇到重大問題與障礙時，專案經理需要能克服困難完成任務，減少專案時間耽誤造成企業損失。 5. 從人力資源的角度來看，專案經理需要能在有效地預算掌控下，當地尋找支援人力，減少專案開銷。 6. 專案過程的溝通協調方面，資訊部門需要能與程式使用者之間良好的溝通協調，資訊單位可即刻反映使用者需求，達到快速反饋的目的。 7. 由綜效結果的分析來觀察，由併購銀行公布99年年報中所揭露之財務報表、信用評等與社會評價皆呈現正向成長。內部人員對併購銀行資訊技術處服務滿意度有高達八成滿意度維持併購前資訊服務水準。 8. 法律、政治因素影響與合併後併購銀行IT策略方面來看，新的個人資料保護法的通過，造成整體合併綜效、與合併後資訊策略的改變。 關鍵字: 資訊技術,資訊整併策略,企業併購 / The objective of this study is to understand the strategy, process and impacts of information technology (IT) infrastructure integration in a mergers and acquisitions project in a financial institution. Based on literature review and an in-depth case study there are eight findings: 1. In view of the information integration strategy, the applied model of IT integration was a “Take Over” strategy. 2. From a historical perspective, one of the success factors of the merger was enterprise’s accumulated experience of mergers and strong support from headquarters. 3. From an organizational point of view, the acquiring group has both a full-featured information organizational structure and rigorous plan of project execution, which was one of the important elements of the success of this merger. 4. Regarding the project management, the major challenge of the project manager is to overcome problems and obstacles to complete the tasks on time and on budget. 5. From the perspective of human resources, the effective utilization of local support are the key to budget control. 6. From the communication and coordination aspects of the project, rapid feedback and good communication between staffs in the information sector and business users could increase the efficiency and effectiveness of the project execution. 7. By analyzing the results of the merger, the credit ratings and social evaluation in the acquiring bank revealed a positive growth. Internal user survey of the post-merger has shown a satisfaction rate of 80% which remained the same comparing to the figure of pre-merger. 8. From a legal and political point of view, the new Personal Data Protection Law has become a major concern for overall information strategy making after the merger. Key Word: Information Technology Infrastructure, IT Integration Strategies, Mergers and Acquisitions

Cette recherche porte sur les facteurs d'influence de l'efficacité des opérations et du support TI. Plus précisément nous cherchons à connaître l'impact de la répartition des rôles et des tâches sur l'efficacité. En identifiant ces facteurs, il serait possible d'aider de futures recherches ou projets afin de modéliser une situation organisationnelle optimale. Plusieurs référentiels connus ont tenté de généraliser les meilleures pratiques dans ce domaine, mais ce sujet reste largement sous-exploité par le milieu académique. Nous avons donc tenté de percer le mystère des facteurs d'influence et de comprendre si la répartition de rôles et des tâches a un impact important sur l'efficacité. En second lieu, plusieurs autres variables ont été ajoutées à l'analyse telles que la maturité, la performance, les outils, les compétences et la situation professionnelle. C'est à l'aide des référentiels existants (ITIL, COBIT, MOF, etc.) que la revue de littérature a permis d'établir les variables entourant la question principale de cette recherche. Les facteurs d'influence retenus pour cette recherche ont alors été utilisés afin de construire un questionnaire permettant de faire la lumière sur les interrelations existantes dans le secteur professionnel montréalais. Une fois les données collectées, plusieurs méthodes d'analyse statistique ont été utilisées afin de trouver toutes relations existantes parmi ces variables. Les résultats sont quand même intéressants, même s'ils démontrent que la répartition des rôles et des tâches semble avoir une faible influence sur l'efficacité. On explique en partie cette situation à l'aide des variables concernant l'expertise requise afin d'exécuter les tâches spécifiques aux opérations et support TI. Le résultat final semble sensiblement le même, peu importe qui est responsable de ces tâches. Ce même constat s'applique autant aux tâches bien maîtrisées que celles moins connues par les professionnels du secteur. Par contre, d'autres liens seront découverts et discutés, tels que l'influence de l'utilisation d'outils sur la performance ainsi que celle de la maturité sur l'efficacité. ______________________________________________________________________________ MOTS-CLÉS DE L’AUTEUR : rôles, tâches, opérations, support, TI, efficacité, performance, maturité, outils, ITIL, COBIT, MOF.

Esta monografia apresenta e descreve o trabalho de pesquisa realizado com vistas a obter conclusões e propor recomendações que pudessem ser úteis a profissionais que atuam no campo da Tecnologia da Informação (TI) e a pesquisadores acadêmicos, no que diz respeito: (a) à aplicação do enfoque das opções reais a projetos complexos de infraestrutura de TI, de interesse para os primeiros citados, e (b) a novos rumos para a pesquisa sobre a aplicação deste enfoque, de interesse para os últimos. Para atender aos objetivos definidos, o estudo foi realizado em seis etapas: (1) revisão da literatura relativa aos temas envolvidos, (2) elaboração das definições operacionais e definição do modelo de pesquisa e das proposições, (3) escolha da metodologia e do método de pesquisa, (4) elaboração e apresentação dos casos estudados, (5) análise dos casos, verificação das proposições e elaboração de recomendações e (6) elaboração das conclusões finais. A revisão da literatura compreendeu um levantamento bibliográfico amplo sobre infraestrutura de TI, projetos complexos de infraestrutura de TI, riscos e gestão de riscos, técnicas para justificação de projetos, opções reais e outros temas complementares. A elaboração das definições operacionais tomou como base o resultado do levantamento bibliográfico e os objetivos da pesquisa. A definição do modelo de pesquisa e o estabelecimento das proposições consideraram os objetivos da pesquisa e os gaps existentes na literatura acadêmica. A escolha da metodologia e do método de pesquisa se deu por meio de um processo de seleção que culminou com a opção pelo estudo de caso. Uma vez feita a opção pelo estudo de caso como método de pesquisa, foram selecionados três casos de projetos complexos de infraestrutura de TI, os quais foram explorados e analisados sob a ótica dos temas centrais da pesquisa (com o suporte das definições operacionais assumidas) e com foco na questão e nos objetivos da pesquisa. A análise dos casos estudados contemplou a verificação das seis proposições estabelecidas, que se mostraram integralmente suportadas pelas conclusões obtidas. Por fim, a elaboração das recomendações e considerações finais complementou o estudo. Como contribuição maior, este estudo oferece uma visão realista, simples e objetiva acerca do papel que o enfoque das opções reais pode exercer no contexto dos projetos complexos de infraestrutura de TI e coloca à disposição dos pesquisadores um elenco de novas perspectivas para estudo do tema na Academia e ao alcance dos profissionais de TI um novo formato que tende a incentivar a aplicação deste enfoque aos seus projetos. / This report presents and depicts the research carried out in order to find out recommendations that may possibly assist Information Technology (IT) professionals and academic researchers with respect to: (a) the effective use of real options thinking in complex IT infrastructure projects, useful for the formers, and (b) new insights related to academic research focused on how to apply real options thinking, useful for the latter. In order to satisfy the proposed objectives, the research comprised six steps: (1) review the academic literature on the issues involved, (2) develop operational definitions and define the research model and propositions, (3) choose the methodology and the research method, (4) organize and describe the case studies, (5) analyze the cases, verify proposals and make recommendations, and (6) prepare final conclusions. The literature review comprised an extensive bibliography research on IT infrastructure, complex IT infrastructure projects, risks and risk management, project justification techniques, real options and other complementary themes. The results of the literature review and the research objectives were took into account to prepare the operational definitions. To build the research model and set up the propositions, the research objectives were took into account again, as also the existing gaps in the academic literature. The choice of both the methodology and the research method was made through a process that culminated in the choice of the case study method. Once the choice of case study as a research method were made, three cases involving complex IT infrastructure projects were selected and thereafter explored and analyzed under the perspective of the central themes of the research (with support of the assumed operational definitions) and with focus on both the research question and the research objectives. The analysis of the cases comprised the verification of the six propositions stated, which showed themselves to be fully supported by the conclusions drawn. At last, the recommendations and closing remarks were written down and added to the study. As a major contribution, this study provides a realistic, simple, and objective vision about the role that real options thinking can play within the context of complex IT infrastructure projects and also makes available to researchers a cast of new perspectives for study of this subject in Academy and to IT professionals a new schema that tends to encourage them in order to apply this approach in their projects.

Magister Bibliothecologiae - MBibl / Communities of practice have been described as supportive environments where knowledge creation, knowledge sharing, learning and problem resolution takes place (Hildreth and Kimble, 2002; Wenger, 1998a; Zhang and Watts, 2008). The literature points to the use of community of practice in organisations to leverage knowledge held by individuals for competitive advantage. Wenger (1998b) developed the Practice and Identity’ framework as a measure of whether a group could be called a community of practice. The ‘Developing information technology capacity in higher education’ (DITCHE) project rolled out the Information Technology Infrastructure Library (ITIL) service management programme as part of the brief to provide interventions beneficial to South African higher education institutions. Staff from the information technology departments attended the training over the period 2007 to 2009. This study examined the actions and outputs of the group which attended the ITIL service management training against the Wengerian ‘Practice and Identity’ framework to determine whether this group could be considered a community of practice. Research questions arising from the stated problem are: • Do the DITCHE ITIL groups meet the definition of community of practice as defined by Wenger’s ‘Practice and Identity’ framework? • What factors are required for the formation and sustaining of a community of practice? • What value is to be found in successful DITCHE ITIL communities of practice? The research design consisted of phases which included a survey of the literature to determine the most recent theories on this subject matter and definitions of key concepts. The concept of communities of practice is not singular. Cox (2001) pointed to four works which he considered seminal to the discussion about the concept of community of practice. He suggested that these be used as markers in the discussion on the conceptualization of community of practice. Each of these works could be used as frameworks for determining the existence of communities of practice as he noted the lack of overlap of elements in the different frameworks. The physical separation of participants of the study across South Africa necessitating the use of information and communication technologies made the Wenger ‘Practice and Identity’ framework the most suitable choice against which to frame the study as the elements of collocation and situated learning are not absolute requirements. Data were collected from participants of this study using questionnaires and interviews and the output was viewed against the components of the Wengerian framework viz. mutual engagement, shared repertoire and joint enterprise. The study found that while evidence existed for a match to these elements, it was insufficient to deem the DITCHE ITIL group a community of practice in the discourse of the 1998 framework. This group meets the description of an online community of practice where infrequent but intense discourse takes place when a problem needs to be resolved. Factors contributing to the arrival of this conclusion were identified. Motivations and barriers to the formation of communities of practice were identified. Further recommendations for continued community building such as further active leadership and the use of social networking tools are included. The study concluded that the potential existed for South African public higher education institutions to derive benefit from communities of practice and the DITCHE programme.

This master's thesis presents analysis, design and implementation of an information system for supporting studying and practicing of selected methods described by Information Technology Infrastructure Library (ITIL) with focus on service design and service operation. In the form of a web application the thesis presents an uncommon approach to e-learning system development by extending the standard lecture part by game elements and interactive scenarios. Developed system allows creators to define services and tasks, such as incidents and problems caused by their operation, and evaluate reactions of responsible users. The application can be used by IT administrators or Service Desk managers to train new IT engineers or Service Desk operators.

Main focus of this thesis is creating workaround for ITIL processes in service desk systems. As a objective with highest priority was to choose service desk systems, then create interface which can make possible communication between service boards and selected processes. I described also in generally meaning ITIL library, common service desk functions and important ITIL processes. Management of incidents, problems, changes and configurations is based on a set of processes, which are able to manipulate with interface. Web services are main tool of implemented API for working with these processes. In conclusion are also presented several scenarios to demonstrate communication between clients and service across the board created interface.

轉換資訊科技基礎設施一如佈建好的房舍遷移重蓋，其涉及的轉換是全面且浩大的工程。在面臨公元二千年危機僅餘兩年的時間，在當時微軟作業平台尚不成熟，國內資訊科技基礎設施轉換成功案例尚不多見，組織內部人員對有關技術一知半解，資訊部門未能有效處理問題等情境下，高階主管採行轉換資訊科技基礎設施策略，將主機移除轉換至區域網路伺服器環境，並重新開發所有應用資訊系統。如此大工程高風險的策略及如此困頓的情境，如何順利進行？ 轉換資訊科技基礎設施涉及組織層面極廣而複雜。包括硬體、軟體、程序、制度、人員等。有關機器設備或可一次更新，惟設置於新機器設備上的核心應用資訊系統，則需逐步開發及調整。有關設備、系統及制度標準，如何與組織需求及業務融合發揮效能，更需人員觀念的轉變與不斷的學習，其所需之時間都不是一朝一夕能見其成效。所以轉換資訊科技基礎設施要看的是它的歷程，由時間的演變可以看出轉換資訊科技基礎設施對組織的影響，也可以看出其互動的關聯性。 本研究採用個案研究法，觀察經濟部國際貿易局這個成功案例如何進行資訊科技基礎設施的轉換。該個案有幾個特徵：一、政府機構；二、面臨內外危機及電子化政府的壓力；三、採行的技術策略，對組織而言是一種全面性、突破性（Radical change）的改變，技術無法累積，必需重新學習。 鑑於轉換資訊科技基礎設施歷程十分冗長而複雜，為能有系統的描繪個案，本文採取一般性研究架構（內容、情境及歷程），並輔以「問題解決」觀點描繪轉換資訊科技基礎設施的歷程。又為能適當控制研究資訊量，本文分三大問題（如何形成策略並開始執行？如何整合資訊並推廣應用？資訊部門與人員如何轉型？），加以描述及分析。 有關歷程的特徵，則引用江志浩（1999）所推導出的組織歷程模式—計畫性模式、適應模式、浮現模式加以檢視。該模式係以「問題解決」的二個元素「設定解決問題的目標」、「進度控制與資源配置」，檢視三種歷程模式的特徵及差異。此外，本文並對問題解決者（高階主管、資訊經理、執行團隊）在此歷程中所扮演之角色及其影響加以探索。 本研究發現，轉換資訊科技基礎設施的歷程無法以單一的歷程模式加以描繪。轉換資訊科技基礎設施的歷程涉及一組相關問題的解決，通常在大眾印象中多只看到硬體設施的建置及導入，極易忽略真正困難的問題在於人員觀念的轉變與不斷的學習。由於這些隱藏的問題，整個歷程會出現一些意想不到的狀況。本研究可作為實務界導入資訊科技基礎設施、組織變革及組織創新的參考；對於涉及長達七年轉換歷程的資料，還可以提供未來學術界研究之基礎。 / Adopting and implementing Information Technology (IT) infrastructure , like the removing already-built premises for reconstruction, involves a comprehensive and massive conversion. Less than two years before the Y2K crisis, when the Microsoft platform had not been fully developed, there were only a few successful cases of domestic IT infrastructure adoption and implementation. Moreover, Internal personnel of organization was not proficient with the related technology, and IT department was not able to effectively handle the issues; however , top management adopted a strategy of IT infrastructure conversion by switching the mainframe to Local Area Network servers and then re-developing all the application information systems. How did they successfully implement this strategy amidst such a massive re-engineering, and with high-risk information technology ? In reality, IT infrastructure adoption and implementation involves extremely broad and complicated levels, including hardware, software, procedures, systems, personnel, and so on. Machines and equipment can be updated at once, but the core application information systems installed on new machines and equipment must be sequentially developed and adjusted. To achieve the desired effects, people especially, need to change their ways of thinking and learn constantly if they want their equipment, systems, and system standards to be aligned with the needs and business goals of the organization. However, results cannot be achieved in a short time. Therefore the IT infrastructure adoption and implementation process needs to be studied longitudinally. With respect to time, we can see the impact of IT infrastructure adaptation on organizational changes and its interactive association. This study uses the case study approach to observe how the Bureau of Foreign Trade of the Ministry of Economic Affairs in Taiwan has successfully adopted and implemented IT infrastructure. This case is characterized by the following properties: (1) It is a government organization; (2) It encountered internal and external challenges and pressure to launch an “e-Government;” and (3) It used technological strategies, which are comprehensive and radical changes to organization, so that the technologies involved were unable to be accumulated and needed be relearned. As it is a very long and complicated process to adopt and implement IT infrastructure, this article uses a general research framework (consisting of contents, context, and processes), supplemented by “problem solving”, to systematically describe the IT infrastructure adoption and implementation process. Moreover, with the hope of properly controlling the information for this research, three major issues are described and analyzed: (1) How to formulate and implement strategies; (2) How to integrate and apply information; and (3) How to transform the information system department and its personnel. Additionally, the characteristics of a transformation process can be studied using the organizational process model derived by Chiang Chi-ku (1999), comprising of a planned model, an adaptive model, and an emergent model. This organizational process model studies the properties and differences of these three process models using the two components of “problem solving” —“goal setting for problem solving” and “status control and resource allocation.” Moreover, this article also studies the roles played by the problem solvers (i.e., top management, information manager, and the executive team) in these processes and their effects. According to the findings of this study, the process of adopting and implementing IT infrastructure can’t be described as a single process. Moreover, it involves solutions to a series of related problems. Generally speaking, most people only recognize the construction and implementation of hardware, but easily disregard the real difficulty in personnel’s conceptual change and constant learning. Due to these hidden problems, some unexpected conditions may appear throughout the transformation process. Hence, this research can be taken as a reference for the business sector in adopting and implementing of IT infrastructure, organizational change, and organizational innovation. Moreover, it can also provide the basis for future academic research of the data involving a seven-year-long adaptation process.

隨著企業越來越重視資訊科技服務管理及流程效能的議題，加上過去兩年由國內外資訊大廠所倡導的ITIL觀念也漸漸成形，部分大型企業已開始依據ITIL所定義的資訊處理流程，逐步導入於其企業內部作業流程中。除了ITIL標準與解決方案外，如何有效地建置CMDB 成為實施ITIL重要的一環。 根據itSMF於2006提出的分析，導入ITIL時，企業主要面臨的幾項挑戰，包括： 1. 組織成員是否願意接受、付出及執行。 2. 高階管理階層是否願意支持、並提供足夠的資源。 3. 如何將ITIL整合到現有的管理流程、執行及評價ITIL的成功價值。 4. 設計及具體呈現ITIL的執行過程。 5. 如何建立一個合適的組織架構、如角色定位、責任及權利劃分……等。 6. 如何獲得及整合各種支援技術或工具。 ITIL 所強調「IT 即業務，業務即IT」的資訊化社會之成形，也是必然的發展方向。從各學術期刊文獻中可以找出以ITIL 為研究主題之學術論文，然而，卻難以找到以ITIL 之核心 CMDB為探討主題之學術論文。本研究從探討台灣製造業電子化特性，佐以各家導入CMDB的方法論，透過案例分析探討導入CMDB 之方法論，推論出台灣製造業導入CMDB前考慮之特性以及更適合台灣的製造業之CMDB之導入方法論。藉由此四大階段的CMDB導入方法，能協助資訊部門在導入 CMDB時能有一個指引可遵循，能夠有效率的導入CMDB，達到Quick Win的目標。效益包括： 1. 依據ITIL或BSM 藍圖，找出企業IT 服務管理問題所在。 並由台灣製造業商業模式，製造模式及運籌模式推出製造業導入CMDB前考慮的特性，得出核心服務並定義服務模型，依重要狀況先後導入。 2. 從四家CMDB導入方法整理出四大階段，此四大階段導入方法符合製造業快速得出成效的要求，並定義每一階段步驟、里程碑及產出文件。 3. 台灣製造業可將此方法論做為導入CMDB 之參考。其他產業亦可將此方法論做為參考。企業可根據實際情況，決定自那個階段切入。 / As the concept of ITIL is widely being promoted across various industries, the topics of IT Service Management and Process Availability are becoming the focal points for many enterprises. Many large enterprises have already implemented ITIL-compliant processes throughout their internal IT organizations. Among many ITIL-related projects, the effective and efficient implementation of CMDB is of particular importance. Nevertheless, it is hard to find research conducted on CMDB, the integral component of ITIL, even though there is no shortage of academic literature on ITIL subject alone. This thesis seeks to define the pre-implementation requirements and implementation methodologies of CMDB that are most suited to manufacturing industries in Taiwan through the application of case studies. The focus on business priority is no doubt the next step in the IT evolution. This paper seeks to assist IT organizations accomplishing the goals of implementing CMDB effectively and efficiently, and define the critical success factors needed to achieve quick wins. The benefits include: 1. Explore the issues within the enterprise IT Service Management with the help of ITIL or Business Service Management Blueprint. Define CMDB’s pre-implementation requirements, implementation phases, and the resulting service models while considering the unique business model and strategy-making processes of Taiwanese manufacturing industries. 2. Consolidate the four CMDB implementation phases necessary to achieve quick-wins from four CMDB implementation cases, and define the procedures, milestones and deliverables of each phase. 3. This four-phase methodology can act as the reference to CMDB implementation not only to Taiwanese manufacturing industries, but other industries as well. Enterprises can decide the most suitable phase to initiate the CMDB project as they see fit.

Queensland University of Technology has radically restructured the top-level governance systems for information technology planning and management. Additionally, QUT has integrated information technology planning and management with physical infrastructure planning and management via the Asset Management Plan. To complete the approach, QUT has instigated a top-level governance committee for IT to ensure alignment with organisational goals and strategies. This is an unusual development for IT planning and management at an Australian university and attracted attention from the Commonwealth Department of Education, Science and Training (DEST) as well as other universities in the Australian tertiary education sector and led to the research study. This research studies the redevelopment of the information technology planning and management approach. The survey research determines the level of integration of IT and university planning, and the correlation of this integration to effectiveness of IT planning. The case study documents the changes, highlights the advantages and disadvantages of the new approach and provides a model for change in IT management at other Australian universities. It is evident from current literature on information technology management and strategic planning that these developments are validated as steps toward achieving best practice in information technology planning and management. Through rigorous conduct of interviews, observations and review of documentation and through application of a survey questionnaire to a defined population, the research reviews the developments and ongoing implementation of the planning and management infrastructure. Among the outcomes from the new approach are better alignment of information technology investment with QUT goals and objectives, better benefits realisation from information technology investment, better project management of information technology development and innovation, and increased flexibility and accountability in information technology expenditure. Finally, a comparison to other information technology planning and management methods in place at Australian universities demonstrates the uniqueness of the QUT approach. The thesis reports the benefits and difficulties associated with this approach, and provides a context for future development of IT planning, management and governance at QUT.