案例公司 C 是一個跨國經營的高科技製造業，資訊系統提供的服務及使用者人數都很多，且有設置專職資訊服務機能的部門。本研究最主要的動機是在如何系統性、有效率的改善作業，讓案例公司可以得到施行成效。
本研究的目的，在於得到C公司資訊部門服務台的作業現況、問題點的分析對策以及評量指標訂定的綜合規劃。近年來的客服基礎設施進步許多，架設於其上的應用也很多樣，而且漸趨完整且成熟。ITIL 的體系，可為企業資訊管理最佳實務的參考。以上皆為達成研究目的的重要參考資料。
由於本研究是針對特定公司的作業改善，且希望能以較實務性的計畫、執行及依據觀察成果評估行動的有效性，故採用行動研究為研究方法。藉著對於案例公司的資訊作業現況觀察，針對人員角色 (People)、作業流程 (Process) 及支援系統 (Technology) 等各個面向來分析，並且根據 ITIL 理念提出改善接聽來電的作業及建立自助式服務等對策來進行合理化及效率改善。在提出對策之後，整理及建議服務台應該依據組織的目標，找出關鍵成功因素 (CSF) 及關鍵績效指標 (KPI)，以為之後作業改善的衡量之用。
藉由本研究過程的發現，所得的結論是：ITIL 有助於服務台業務流程整合的設計，CTI 系統的機能可以協助服務台的架構改善以及自助式服務是資訊部門應該評估發展的方向。

Case Company C is a multinational high tech manufacturer. Company C has an information systems department in charge of all IT services in the company, providing various services for many users. The motivation of this research is to find out ways to systematically improve its operation and service efficiency.
This study is a planning endeavor attempting to derive at a good and efficient solution for Company C, based on an examination of the current operations of the IT service desk, identify and analyze the problems, and evaluate the performance indicators. The infrastructure of customer services have witnessed vast improvements in recent years, forming solid foundations for various applications, and getting more and more mature. To this end, the ITIL framework can be a good reference for enterprise IT management.
Since operational improvement is the goal of this study, we wish to generate a practical plan, implement the plan and evaluate the effectiveness of the action. Hence, the action research perspective was adopted as the research method. By observing current IT operations of Company C, we analyze the related personnel, process and technology, and propose ways for improvements based on the ITIL concepts. These include reengineering the operations processing inbound calls, and establishing self-services, such that the services can be more rational and efficient. After the solution was proposed, we made recommendation for the service desk that it should find the CSF and KPI according to the organizational goal, for future evaluation of the operations.
The conclusions of this study is listed as follows: ITIL is helpful in the design of the integration of the service desk operation processes, functions of CTI can assist the service desk structure improvement and that the IT department should take self-service as a viable alternative service in future development.

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三、 線上資料庫部份
bigWebApps Inc.: What is ITIL? 2009年6月12日，取自 http://blog.bigwebapps.com/bigpicture/2008/09/index.html
IT Process Wiki: KPIs Service Desk and Incident Management. 2009年6月12日，取自 http://wiki.en.it-processmaps.com/index.php/KPIs_Service_Desk_and_Incident_Management
IT Process Wiki: Processes of ITIL Service Operation. 2009年6月12日，取自 http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Operation
Wikipedia: Action Research. 2009年7月4日，取自 http://en.wikipedia.org/wiki/Action_research
Wikipedia: Call Centre. 2009年6月12日，取自 http://en.wikipedia.org/wiki/Call_centre
Wikipedia: Critical Success Factor. 2009年6月9日，取自http://en.wikipedia.org/wiki/Critical_success_factor
Wikipedia: Information Technology Infrastructure Library. 2009年6月12日，取自 http://en.wikipedia.org/wiki/ITIL_v3#Service_Operation
Wikipedia: Key performance indicator. 2009年6月9日，取自 http://en.wikipedia.org/wiki/Key_performance_indicator
Wikipedia: Service Desk (ITSM). 2009年6月12日，取自 http://en.wikipedia.org/wiki/Service_Desk_(ITSM)
Wikipedia: 關鍵績效指標。2009年6月9日，取自http://zh.wikipedia.org/w/index.php?title=%E9%97%9C%E9%8D%B5%E7%B8%BE%E6%95%88%E6%8C%87%E6%A8%99&variant=zh-tw
台灣科技化服務管理協會：ITIL 是什麼呢?? 2009年6月9日，取自 http://www.itsma.org.tw/news/show1.asp?news_id=191