圖書典藏及影音數位平台

本署為提昇資訊服務品質於98年導入資訊服務管理(ITSM)體系，為使該服務流程管理能更有效運行，爰導入資訊技術服務管理流程支援平台做為電子化支援工具，進而提昇資訊服務管理體系效能。本計畫係由98年度奉准之「資訊技術基礎建設服務管理機制建置計畫1/2」延續性計畫分出辦理；原計畫內容以資訊管理服務為主，98年度由會計師事務所得標辦理，並導入所需流程支援平台套裝工具軟體，惟該會計師事務所無相關資訊技術可為後續功能擴充，為符合實際業務需求，爰成立本計畫將原計畫相關流程支援平台導入部份分出辦理，俾能提昇計畫執行品質增進資訊服務管理體系效能。

Main purpose of the WRA ITSM system implementation project is to increase effectiveness, efficiency, quality and process improvement of government administration by adopting “IT Service Management Process”. In order to accommodate employee’s working habits, this system integrates with existing KPS（Knowledge Portal System）, WRISP（Water Resources Information Services Platform） and Human Rources Attendance System. This system also creates an incident notification/alert to notify incident team members in real time; so that team members can solve incidents right away and make sure high quality IT service can be delivered. One of the most important benefits is to help team members to solve incidents within SLA (Service Level Agreement). This project implements a system which is sponsored by Department of Industrial Technology Industrial Technology Program. The benefits of this system are low cost, quick ROI (return on investment), low TCO (total cost of ownership), short implementation time and easy to deliver high quality IT services. Information Incident alert Integrate network management system(HP Openview),antivirus system and anti-hacker system alert to the platform.When a information incident occurred management system Trigger a Ticket to the Platform. Rapid Response Information Services Incidents. The Process support platform to building department processes KPI information and Solution database structure. Calculation of KPI information could understanding of the condition of daily information services.Solution database can collection the best solution for incident and problem to Reduces processing time. InspireOz is a great tool for WRA to adopt ITIL best practices and transform them into a daily operation. InspireOz implementation does not only define mature ITIL processes and also define clear KPI (key performance indicator) for organization assessment and continuous improvement. Key Word: ITIL、Information Technology Service Management、Platform、Integrated