服務科學(Service Science)是嶄新的研究領域，而資訊科技服務管理(Information Technology Service Management, ITSM)更是服務科學中亟待探索的子領域。資訊科技服務管理的目標在於促進資訊科技與企業目標連結，並保障資訊科技服務品質。故資訊科技從以往支援企業變革的角色，轉變為變革主體。然而，資訊科技服務管理專案通常需要鉅額投資，並伴隨不可預期的風險。所以為了降低風險以及提昇成功導入的可能性，識別關鍵成功因素以及瞭解關鍵成功因素準備程度與它對於組織績效的影響是值得研究的一個議題。
本研究的主要目的在於識別資訊科技化服務管理的關鍵成功因素，並探討資訊科技化服務管理專案的績效，以及關鍵成功因素準備程度對於組織績效的影響。本研究分為兩個階段，第一階段研究藉由文獻探討資訊科技化服務管理與企業流程變革管理的關係，並參考企業流程變革管理關鍵成功因素的文獻，設計德菲法專家問卷，以取得專家對於資訊科技化服務管理關鍵成功因素的共識。第二階段研究基於第一階段研究所獲得關鍵成功因素，參考組織績效度量文獻，設計問卷並針對一資訊服務公司進行問卷調查，並使用統計檢定方法分析關鍵成功因素的準備程度與重要程度的關係，以及關鍵成功因素的準備程度與組織績效的關係。
第一階段研究結果利用80-20原則識別最重要百分之二十的關鍵成功因素，發現「策略規劃」為最重要構面，「科技管理」構面則是最不重要，並探討關鍵成功因素的內涵及相關管理意涵。第二階段研究結果發現：(1)當一關鍵成功因素被視為越重要時，它的準備完備程度越高；(2)資訊科技化服務管理專案可以有效提昇「顧客」及「內部流程」等方面組織績效；(3)關鍵成功因素的準備程度與組織績效的關係並不顯著，只有少數關鍵成功因素的準備程度與組織績效關係呈現顯著相關，最後探討研究結果所顯示的管理意涵。

Service science is a new and challenging research area. Information Technology Service Management (ITSM) is one of the domains of service science that needs extensive exploration. The purpose of ITSM is to align IT with business objectives and to secure IT service quality. In a typical ITSM project, IT, instead of playing a supporting role to aid enterprise reforms, is itself the subject to be reformed. Nevertheless, ITSM implementation often involves huge investment with unexpected risks. Thus, in order to mitigate the risks and gain a greater possibility of a successful implementation, it is essential to identify the critical success factors (CSFs) and to understand the preparedness of CSFs and its effect on organizational performance.
The purposes of this study are: (1) to identify the CSFs in ITSM implementation; (2) to explore the organizational performance of ITSM implementation; (3) to explore the relationship between the preparedness of CSFs and organizational performance. This study consisted of two phases. During the Phase I study, a literature survey was conducted. A modified Delphi questionnaire was designed and three rounds of Delphi study were conducted to reach the consensus of the experts. Phase II study was based on the results of the phase I study and a literature survey of organizational performance. A questionnaire was designed and an IT service company was surveyed. Statistical tests were performed to examine the relationship between the importance and the preparedness of CSFs and the relationship between the preparedness of CSFs and organizational performance.
Phase I study identified the top 20% most important CSFs by using Juran’s 80-20 rule. The results indicate that the strategic planning facet is the most important; the technology management facet is the least important. The discussions of each CSF and the management implications are presented. Furthermore, the results of Phase II study reveal the facts that (1) the importance of CSFs in ITSM implementation can positively affect its preparedness; (2) ITSM can greatly help in enhancing customer service and internal business process, and can moderately help in improving the learning and growth of an organization; (3) only a few CSFs can significantly affect organizational performance. In addition, the management implications of the results of Phase II study were also discussed.

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