Information Technology (IT) systems have now become an important component of the delivery of healthcare services in Canada. Appropriately supporting healthcare technologies is critical to ensuring successful management and use of these systems. The purpose of this thesis is to determine the challenges and requirements associated with providing support services for healthcare technologies, specifically through the use of standardized IT Service Management (ITSM) frameworks. To accomplish this a systematic review is completed on the implementation, adoption and use of ITSM in healthcare. In addition, a survey of healthcare providers and health informatics professionals is conducted to explore the current gaps and challenges with supporting healthcare technologies. The results of the systematic review and survey are used to define the challenges and requirements of ITSM in the healthcare domain. Using the research findings, a conceptual Health ITSM (HITSM) framework is proposed. / Graduate / 0984 / ppayne@uvic.ca

<p>Dagens samhälle går ifrån att vara industrisamhälle till att vara ett tjänste och servicesamhälle. Så gör även företagens IT-avdelningar som går från att erhålla produkter till att erbjuda tjänster. Många verksamheter har anammat ramverket ITIL (Information Technology Infrastructure Library) för att genomföra denna förändringsprocess och börja tänka och arbeta med tjänster istället för produkter. Men ITIL är bara möjliggöraren för detta</p><p>så det är företaget och personalen själva som måste förändras. Hur upplevs detta införandet av ITIL? Syftet med denna uppsats är att undersöka hur arbetet med ITIL upplevs, hur ITIL är uppbyggt och visa på kopplingen mellan ITIL och systemförvaltning. Genom vår kvalitativa</p><p>undersökning av organisationer som redan börjat implementera ITIL visar att ITIL upplevs som positivt. För många kommer förändringsprocessen att fortsätta även efter att de nu uppsatta målen är nådda. Detta för att ITIL upplevs ge mer struktur, stöd och klart definierade arbetssätt.</p>

Dagens samhälle går ifrån att vara industrisamhälle till att vara ett tjänste och servicesamhälle. Så gör även företagens IT-avdelningar som går från att erhålla produkter till att erbjuda tjänster. Många verksamheter har anammat ramverket ITIL (Information Technology Infrastructure Library) för att genomföra denna förändringsprocess och börja tänka och arbeta med tjänster istället för produkter. Men ITIL är bara möjliggöraren för detta så det är företaget och personalen själva som måste förändras. Hur upplevs detta införandet av ITIL? Syftet med denna uppsats är att undersöka hur arbetet med ITIL upplevs, hur ITIL är uppbyggt och visa på kopplingen mellan ITIL och systemförvaltning. Genom vår kvalitativa undersökning av organisationer som redan börjat implementera ITIL visar att ITIL upplevs som positivt. För många kommer förändringsprocessen att fortsätta även efter att de nu uppsatta målen är nådda. Detta för att ITIL upplevs ge mer struktur, stöd och klart definierade arbetssätt.

For persons with disabilities, their impairments lead to many inconveniences in their daily life. Luckily, assistive technology devices can help compensate functional limitations and enable them to participate in the activities of daily life. In 2010, there were 126,693 disabilities in the Kaohsiung area. Subsidies provided by Kaohsiung city government and Kaohsiung county government reach respectively NT$39,145,000 and NT$ 25,489,000 in 2010. Nevertheless, such great amount of money invested does not work as it has been expected. There appear to remain a number of barriers. One such example would be that persons with disabilities lack the knowledge about assistive technology, so they do not know where to ask for help in the first place. On the other hand, lack of consideration for the needs of a person with disability result in them getting inappropriate assistive technology devices. These problems deserve the attention of government and related associations. This research aims to solve the problems between the supply and demand of assistive technology devices or services. It reviews and studies papers concerning the same issue in an attempt to create a new service platform. This platform is created according to information and suggestion gathered from experts of this field and voice from users of assistive devices. Their voices and assessments provide valuable direction to shape this new platform. This research assesses the possibility of this new assistive technology service platform from several aspects, including its political, legislative, supplying, and demanding dimensions. The purpose of this study is to reorganize diverse resources to provide a more convenient information-gathering method and to offer a complete service for disabilities people.

For decades the care of disabled population in Brazil has been neglected by the government and was provided largely by the charitable institutions. It was as only recently, as in the year 2011 that Brazilian government created the national plan for the rights of the disabled people. The plan articulates policies regarding social inclusion, access to education, accessibility and health care. The last section of the plan includes the provision of wheelchairs free of cost to the Brazilians citizens, who are in need of a wheelchair. It is common knowledge that a wrong wheelchair specification can lead to physical damage for the user and the carer; the abandonment of device, and wastage of time and resources involved in the wheelchair provision. The World Health Organization has propounded several good practices and training material with reference to wheelchair services towards enabling of right wheelchair fit to the user characteristics. Though, there is no evidence that the service provided in Brazil adheres to these guidelines or any other wheelchair service good practice. This research reviews the wheelchair service provision in Belo Horizonte city, Brazil with the aim to understand the functionality of these services in order to provide context-specific interventions and recommendations to improve the design of current services. Herein, three main studies were conducted using a mix of methods: A first exploratory study was conducted to assess the Belo Horizonte assistive technology services and identify a research focus. A second study was conducted to develop an in-depth insight on the understanding of the wheelchair service provided and to collect the necessary information towards creating a context-based and collaborative designed intervention. A third study was conducted to evaluate and improve the proposed interventions. A total of sixty-six interviews were conducted (n=66) with service stakeholders and two hundred and fifty user care observed (n=250) from which ninety-five (n=95) tested the proposed interventions.

This cross-departmental initiative bridges Business and IT to establish a nexus for technological innovation, academic research, and tangible retail application, particularly in the realms of Robotics, Sensor Technology, Service Technology, Data Science driven by Artificial Intelligence within a retail setting. Conceived as both a living lab and an innovation hub, this project embodies a fully-operational retail store of the future, furnished with cutting-edge technologies and resourced by experts across varied disciplines and research domains. The overarching objective centers on facilitating knowledge generation and transfer among students, faculty, retailers, and technology companies. By doing so, the lab endeavors to foster collaborative solutions to aptly address the pressing challenges currently being faced by the retail industry, paving the way for sustainable, innovative developments for the future.

以往有關資訊服務產業的文獻，大多將重點放在競爭策略、關鍵成功因素或組織結構的屬性上，且多屬於以問卷調查方式進行的「量的研究。至於以個案訪問的方式，深入探討資訊服務產業經營策略的「質的研究，並不多見。因此本研究乃以司徒達賢教授提出的策略矩陣分析法為架構，採用個案研究的分析方法，針對國內經營資訊服務產業的三家外商，進行綜合性的訪談；並輔以資策會ITIS計畫的次級資料，分析廣義的資訊服務產業價值鏈與策略要素，並進而與關鍵成功因素結合。然而，為了能將理論與實務結合，在郭崑謨教授的指導下，也進一步將廠商實際的配套作為，歸納為組織系統流程，希望透過外商實際的經驗，能對國內資訊服務業者有所助益。 本研究之目的包括：1. 台灣資訊服務產業價值鏈的界定；2. 以策略要素描述與驗證產業的經營策略；3. 找出產業關鍵成功因素與策略要素的關係；4. 建構產業的組織系統流程，以支援經營策略。而本研究亦得到以下五點結論：1. 整體而言，策略矩陣六大構面所含括的48個策略要素，全都可以在資訊服務產業中找到相對應的策略作法；2. 客戶對於整套解決方案的需求愈趨強烈，使得資訊服務業六大區隔的界線也愈趨模糊，因此，產業Know-How將成為資訊服務業者的核心競爭力所在；3. 專業人才將是資訊服務業者最重要的資產；4. 良好的學習性組織才能蓄積專業與經驗，使人才的培育與發揮成為可能，並且將成果留在組織的機制中；5.組織系統流程的建立，不僅使人人做專案成為常態，也使得快速反應市場與客戶，和彈性角色扮演的網路組織成為可能。 此外，本研究並針對台灣資訊服務業者，提出以下三點經營策略的思考方向：1. 資訊服務業必將主導資訊業走向；2. 資訊服務業將是進入障礙極高的產業；3. 組織系統流程將主導資訊服務業的工作模式。 第一章、緒論 1 第一節、研究背景與目的 1 第二節、研究對象與限制 3 一、研究對象 3 二、研究限制 4 第三節、研究程序 6 第四節、論文章節與結構 8 第二章、文獻探討與研究設計 10 第一節、策略管理的觀念 10 一、何謂策略 10 二、策略管理的範圍與層級 13 第二節、產業分析 15 一、五力分析 15 二、產業的策略構面 17 第三節、事業策略分析 18 一、策略規劃的程序 18 二、策略構面（Strategy Content） 21 三、策略類型（Strategy Pattern） 23 第四節、關鍵成功因素 28 一、關鍵成功因素的定義 28 二、關鍵成功因素的分析與確認 30 第五節、策略矩陣分析法 33 一、策略矩陣的構成 33 二、以策略矩陣分析法做產業與競爭分析 37 三、以策略矩陣分析法做事業策略分析 39 第六節、組織系統流程 41 第七節、資訊服務產業的相關研究 43 一、資訊服務業競爭策略、組織結構與績效滿意度 43 二、資訊服務業關鍵成功因素與競爭策略 47 三、資訊服務業者競爭的關鍵成功因素 49 第七節、研究設計與研究方法 50 一、研究設計 50 二、研究方法 52 第三章、台灣資訊服務產業現況 55 第一節、資訊服務業產業範圍 55 第二節、台灣資訊服務業的現況 61 第四章、台灣資訊服務業經營策略分析 64 第一節、資訊服務業策略矩陣 64 一、產業價值鏈的展開 64 二、策略矩陣的形成 75 第二節、資訊服務業者策略要素分析 76 一、與『產品線廣度與特色』有關的策略要素 76 二、與『目標市場之區隔與選擇』有關的策略要素 85 三、與『垂直整合程度之取決』有關的策略要素 92 四、與『相對規模與規模經濟』有關的策略要素 96 五、與『地理涵蓋範圍』有關的策略要素 100 六、與『競爭武器』有關的策略要素 104 第五章、資訊服務業組織系統流程 112 第一節、組織系統流程的建構 112 一、組織系統流程建構的原則 113 二、組織系統流程與關鍵成功因素 115 二、組織系統流程與策略要素 119 第二節、個案公司分析 121 一、策略型態 121 二、組織系統流程 124 三、關鍵成功因素 129 第六章、結論與建議 130 第一節、結論 130 第二節、台灣資訊服務業經營策略趨勢與建議 133 第三節、後續研究方向的建議 136 參考文獻 138 中文部份 138 一、論文 138 二、書籍 140 三、期刊 142 英文部份 143 表目錄 表1-1 1995年台灣生產世界第一的資訊產品 2 表2-1 策略定義表 11 表2-2 策略的層級 14 表2-3 有關策略構面之不同分析觀點 22 表2-4 Glueck的四種策略類型格 23 表2-5 大前研一的四個基本策略 25 表2-6 關鍵成功因素的定義 29 表2-7 關鍵成功因素的確認方法 32 表2-8 中國砂輪公司的策略矩陣 35 表2-9 策略要素 36 表2-10 資訊服務業之碩博士論文研究 43 表2-11 各策略集群對於競爭策略構面的重視程度 44 表2-12 各策略集群對於競爭策略構面的Scheffe多重比較 45 表2-13 競爭策略與組織結構的相關性 46 表2-14 競爭策略與績效滿意度之相關性 47 表2-15 資訊服務業關鍵成功因素 48 表2-16 各區隔資訊服務業者競爭的關鍵成功因素 49 表3-1 資訊服務業產業結構 58 表3-2 資訊服務業市場規模 61 表3-3 資訊服務業各區隔市場剖析 62 表3-4 資訊服務業各區隔主要廠商 63 表3-5 資訊服務業個別廠商獲利能力 63 表4-1 各行業別資訊化現況與發展趨勢 68 表4-2 各行業別資訊化現況與發展趨勢 69 表4-3 資訊服務業策略矩陣 75 表4-4 產品/市場組合 77 表4-5 價值活動與規模經濟 97 表4-6 關鍵成功因素與策略形態 106 表5-1 組織系統流程與關鍵成功因素 116 表5-2 組織系統流程與策略要素 119 表5-3 策略型態、功能政策和組織方式的改變與配合 123 表5-4 組織系統流程（第一階段） 125 表5-5 組織系統流程（第二階段） 127 表5-6 組織系統流程（第三階段） 128 表6-1 企業用戶平均的資訊科技支出（百萬美金） 133 圖目錄 圖1-1 研究進行步驟 6 圖2-1 企業營運循環 12 圖2-2 產業分析的五力 15 圖2-3 策略規劃模式 18 圖2-4 事業策略制定之架構 21 圖2-5 研究架構 51 圖4-1 資訊服務的價值活動 67 圖4-2 與『產品線廣度與特色』有關的策略要素(一) 77 圖4-3 與『產品線廣度與特色』有關的策略要素(二) 83 圖4-4 與『目標市場之區隔與選擇』有關的策略要素(一) 87 圖4-5 與『目標市場之區隔與選擇』有關的策略要素(二) 91 圖4-6 與『垂直整合程度之取決』有關的策略要素 95 圖4-7 與『相對規模與規模經濟』有關的策略要素 99 圖4-8 與『地理涵蓋範圍』有關的策略要素 103 圖4-9 與『競爭武器』有關的策略要素 110 / In the past years, most of research of theses about Information Technology (IT) Service Industry are "quantitative" analysis via question sheet. As to the approach of "qualitative" analysis by case study is less. Thus, I'd like to do a deep analysis focused on the specific subject, business strategy, via the strategic matrix of Dr. Seetoo and the reports of III of ITIS project. Moreover, based on the instruction of Dr. Kuo, I try to combine the theorey and practice to build a systematic organization process. The objective of the thesis is: 1) Build the value chain of IT service industry in Taiwan; 2) To describe and verify the business strategy of the industry based on the strategic element s; 3) Find out the relationship between K.S.F and strategic elements; 4) Construct the systematic organization process to support the business strategy. By the way, the thesis also gets five results: The strategic practice of vendors of IT service could be modulized by the 48 strategic elements of six dimensions of strategic matrix; 2) Total solution makes the boundry of six segments of IT service unclear; 3) The most important asset is human resource for the industry; 4) The well learning organization could make it possible not only exercise of profession and experience but development also; 5) Make the project to be normal through the role play of systematic organization process. It will be helpful for quick response to both customers and markets.

This thesis is oriented on the automotive industry with the focus on the domestic producer of the vehicles – the Škoda Auto Company. It describes the subject of business in the mentioned company and subsequently it refers to the current trends of the automotive market in the Czech Republic. On the basis of the analyses` results of the after-sales services allied with usage of the Škoda-products it will propose their possible future progression. Thereinafter will the thesis concentrate on the description of the existing after-sales processes focused on the „through-pass“ of the vehicle through the authorised Škoda Auto service. It deals with the analysis of the service systems in detail using the tight cohesion of them. Modern technologies used in the current vehicles put significantly higher demands on their maintenance, which call for the continual optimization of the service processes with the maximal utilisation effort of the feedback. The appropriate personnel have become the necessity. For these purposes it will be recommended the introduction of the electronic multipurpose memory devices intended for the data collection. In the next step will the after-sale-service process be described with the focus on the usage of these electronic memory vehicle-keys with the reference to the procedural simplification of the maintenance operations. The final part of the thesis will evaluate the general contribution of the proposed resolution for the service processes as well as their users.

自1988年開始中華民國政府推動「整廠輸出推動輔導」專案至今，針對台灣整廠輸出產業之輔導創造中小型整廠輸出之商機逐年增加。 為因應產業外移所造成產業空洞化之危機，除政府極積推動之「企業營運總部」政策外，輔導廠商進行產業轉型，以填補台商製造業全球佈局所造成的產業空洞，即更具有積極開創之意義。鑑於二十一世紀本是強調創新，以「知識服務」為競爭核心的時代，「知識」己成為生產力提昇與經濟成長的主要驅動力，故台灣產業之轉型，即無法忽視此種以知識資本為主要生產要素，透過持續不斷的創新，並善用資訊科技力量以提昇產品附加價值之「知識經濟」型態之影響。 而以往台灣之產業政策一向集中於製造業，並未重視服務業之發展，因之，政府於輔導廠商產業轉型時，即順應知識經濟時代之潮流，妥善利用台灣是世界重要的資本輸出國、台商海外資產總值名列前茅、台商擁有全球接單、各地製造的運籌能力等優越條件，以發展「高附加價值」的「知識型」服務業為重點。 鑑於「整廠設備輸出」的概念即為發展「高附加價值」的「知識型製造業」。其牽涉眾多環節及技術，個別廠商多無法獨立克服，故為企業之整廠輸出行為提供整體解決方案之整廠輸出技術服務業，因具有以專門知識為基礎，提供「高附加價」的「知識型」服務之特性，應值得政府部門重視。此外，倘業者能將其技術服務(不以傳統之機器設備整廠輸出技術服務為限，尚可包括工程技術服務業(Engineering Service Industry)、農業技術服務業(Agricultural Service Industry)，予以整體包裝，賦予品牌，並將其以整體國際行銷之技術服務商品型態對外輸出，應亦屬「整廠輸出」之一環(按傳統意義所稱之「整廠輸出」向以機器設備之硬體為主，以技術服務之軟體為輔，而技術服務之整廠輸出，係以技術服務為核心，而以硬體之機器設備為輔)，是值得政府部門重視。 按整廠設備輸出係一項整合性的產業活動，需要整合工程顧問、工程設計、進出口貿易、機械設備製造供應、技術服務、營建工程、市場行銷、融資服務等多面向之工作項目及問題，且不論企業之整廠輸出活動，對企業之整廠輸出行為提供整體國際行銷之整廠輸出技術服務業，或以技術服務為商品之技術服務型整廠輸出業，均與整廠設備輸出之產業活動相關。 準此，本研究擬以「整廠輸出」之產業活動現況為基礎，探討企業之整廠輸出活動，整廠輸出技術服務業，或以技術服務為商品之技術服務型整廠輸出之經營現況，及整廠輸出業者在大陸地區之營運情況及目前所遇到之事實或法令之障礙、期望中華民國政府可以提供之扶助獎勵措施等等事項，進行瞭解並提出檢討，以期對未來整廠設備輸出產業之發展策略，提供參考之興革建議，並做為中華民國政府主管機關推動「整廠輸出輔導專案計畫」之佐證。 / The Current Analysis and Future Strategies on Taiwan’s Turnkey-plant Export Industry Taiwan government has promoted and assisted “Turnkey-plant Export” project for the island’s small- and medium-scale enterprises since 1988. Since then, this assistance has created many turnkey-plant-export opportunities for small- and medium-scale enterprises. In addition, these opportunities have also increased year by year. In order to cut down production costs, many Taiwan manufacturers have moved their plants overseas, and some of the industries are empties around the island. Therefore, Taiwan government has promoted the policy of “enterprise’ operating centers”, and has assisted manufacturers to transfer their traditional industries to high-tech ones. This could cover the empties after Taiwan manufacturers’ global manufacturing policy. The 21 Century emphasizes innovation, and core competition is based on knowledge services. Knowledge has become the driving force for upgrading productivity and economic growth. Taiwan’s enterprises can’t neglect knowledge capital is the major factor for manufacturing and production. Through continuous innovation and the use of information technologies to upgrade the value added products. This is knowledge economy. Previously, Taiwan’s industry policy has centered on manufacturing, and hasn’t emphasized on the development of service industries. Therefore, when government assists manufacturing industries to transfer their lines, must follow the trend of knowledge economy. Taiwan is one among the world’s capital-export countries. Taiwan enterprises’ offshore production values have ranked the top. In addition, they accept purchase orders around the world, and have global manufacturing sites. These are the important factors to develop high-value added and knowledge-type service industries. The turnkey-plant-export concept is to develop high-value-added and knowledge-type manufacturing. This export provides the total solution, and is technology service business. It needs special knowledge for the base to provide high-value-added and knowledge-type technologies for the character of service business. The government should aware the importance of these knowledge and technology. In addition to traditional technology serviced for the traditional turnkey-plant exports, if enterprises could add more and advanced technology services such as engineering service industry and agricultural service industry. Enterprises could have turkey-plant exports as a package and a brand name and using international marketing and sales for the exports. This will be the new turnkey-plant export. The traditional turnkey-plant exports are focus on the exports of hardware (production equipment), and the technology services are the minor. On the other hand, the government should aware that. the technology-service turnkey-plant exports are focus on technology services, and production equipment is the second. The turnkey-plant exports are integrated industry. It should integrate engineering consultations and designs, import and export trading, equipment and facilities manufacturing and supply, technology services, construction engineering, marketing and sales, financial loans. The turnkey-plant exports, international marketing and sales as well as technology services, or based on technology services for turnkey-plant exports are related to turnkey-plant exports. Therefore, this research will base on the turnkey-plant-export industry to discuss enterprises’ turnkey-plant exports; the turnkey-plant exports technology services; the activities of based on technology services for turnkey-plant exports; and turnkey-plant-export enterprises’ activities in mainland China and law and other barriers there. The expected assistances and encourages from the government to proceed understanding and discussion. Hope this research will provide suggestions for the reference for the strategy development for future turnkey-plant exports. In addition, this could for the reference for the government to promote “turnkey-plant exports special plan.”

Mémoire numérisé par la Direction des bibliothèques de l'Université de Montréal. / OSI définit une suite de protocoles pour les réseaux ouverts hétérogènes. De tels réseaux peuvent être très difficile à gérer à cause de la diversité des manufacturiers de composantes, chacun définissant sa propre méthode de gestion. C'est pourquoi OSI définit également CMIS, un service générique de gestion de réseaux qui permet de normaliser les interfaces de gestion, c'est-à-dire de les rendre indépendantes de leur manufacturier. Afin d'etre générique, CMTS est très complexe. Il utilise plusieurs autres services d'OSI et peut tenir compte de plusieurs détails des activités de gestion. Une application de gestion utilisant CMIS est donc passablement difficile à réaliser. On trouve sur le marche des plate-forme de développement qui libèrent le programmeur d'une application de gestion des détails de bas niveau, comme le transfert de données entre applications et l'utilisation d'un format de transfert commun. Mais ces interfaces programmatiques sont également très complexes et difficiles à utiliser. C'est pourquoi, dans le cadre de sa maîtrise, l'auteur a développé un cadre d'application qui, se servant d'une interface programmatique de bas niveau, offre au programmeur une interface orientée objet de haut niveau plus facile à utiliser. De plus, le cadre d'application effectue plusieurs tâches génériques de CMIS qui ne sont pas couvertes par l'interface programmatique commerciales. Layla, le cadre d'application, est présenté sous la forme d'un ensemble de patrons de conceptions, de "recettes" à suivre pour réaliser une application. Certains de ces patrons ont déjà été publiés dans la littérature, d'autres sont des adaptations des concepts de CMIS. Enfin, deux de ces patrons sont originaux et ont été formalisés lors de la conception de Layla. Les patrons sont suivis d'une description plus détaillée du cadre d'application et de trois exemples d'applications réalisées avec Layla.