近年來隨著國內金融產業的開放、日益競爭的金融環境因素，使得金融業對資訊科技需求及依賴度大幅提高，不但以整體IT投資建設來提升營運競爭力，對服務作業流程更為精緻化。
資訊技術服務管理( IT Service Management，ITSM)的目的，是為提供企業一個有效、可靠、彈性並可管理的IT服務，將企業的業務與IT互相結合，以滿足企業的需求。資訊技術基礎架構庫 (IT Infrastructure Library，ITIL )為ITSM提供了一套最佳實務實施指引，但ITIL規範的內涵是一些指導性的標準，而並非所謂具體法定的流程，面對ITIL企業所要做的是依據ITIL所列出的標準，經過審核評估與企業內的策略方針配合，設計出一套專為企業量身訂做的ITIL規畫，並調整企業內的流程或組織以達成公司所設定的策略目標。
本研究將採個案研究方式，以國內某證券公司為研究對象，運用實地的參與觀察及個案公司相關資料的蒐集，具體探討如何依循ITIL的流程管理來優化個案公司的資訊技術服務管理。本研究所得結果可提供個案公司資訊部門流程再造及未來欲實施資訊技術服務管理之企業參考。

Recently due to the domestic open policy and increasing competition in financial market, it is progressively growth in the need and the dependency on Information Technology in the financial industry. Nevertheless, the operation competition arises from the whole IT construction, and the service level process even becomes more sophisticated now.
IT Service Management (ITSM) provides corporation an efficient, reliable, flexible, and controllable IT service in order to integrate all business with Information Technology and satisfy corporation needs. In addition, ITIL is essentially a serious of documents that are used to aid the implementation of IT Service Management. The code of ITIL is not dedicated to constructive process, but merely instructive standard. However, for ITIL Corporation, it is crucial to customize a set of its own designed plan and amend organizational process by following ITIL standard and adapting corporation policy with considerate evaluation in order to meet its strategic goal.
The research in this thesis adopts case study method where the target is one domestic security company. This work also collects the relevant data by field investigation and observation within the studied subject to explore its introduced ITSM framework and examine the resulted issue. Finally, the research will also be served as a reference to offer the target company to rebuild its IT department control flow and help improve its desired ITSM implementation in the future.

中文文獻：
1. 林良原，以ITIL流程改善模型進行SLM導入之研究—以某證券公司資訊部門為例，國立政治大學經營管理碩士學程，民國九十四年。
2. 陳毅達，組織應用資訊技術服務管理之評估研究 - 以某國際性電信公司為例，私立中國文化大學資訊管理研究所，民國九十四年。
3. 周柏村，IT服務管理：運用情境認知之知識支援於事件管理，國立交通大學資訊管理研究所，民國九十三年。
4. 張文賓，以層級程序分析法建置企業ITSM系統策略評選與成熟度評估之研究，私立華梵大學資訊管理研究所，民國九十四年。
5. 惠普科技台灣分公司軟體事業處，探索IT Service Management 的世界。
6. 張家維，IT管理的長青樹—ITIL與ITSM，資訊市場情報中心MIC，Feb 2006。
7. 葉顯榮，資訊科技服務的管理(ITSM)與BS15000，台灣應用軟件股份有限公司，2004/07。
8. 李錦樟，國外企業導入ITIL之成效，財金資訊商雙月刊，第42期，2005。。
9. 溫紹群，ITIL資訊管理最佳實務，財金資訊商雙月刊，第42期，2005。
10. 張善政，宏碁導入ITIL的歷程與經驗，財金資訊商雙月刊，第42期，2005。
11. 謝君豪，國際IT發展趨勢與BS15000介紹，財金資訊商雙月刊，第42期，2005。
12. 曹漢平，王強，賈素玲，現代IT服務管理-基于ITIL的最佳實踐，北京清華大學出版社，2005。
13. 孫強、左天祖、劉傳，IT服務管理概念、理解與實施，機械工業出版社，2003

英文文獻：
1. Office of Government Commerce OGC, ITIL Service Support Best Practice version Office of 2, Copyright 2003.
2. Office of Government Commerce OGC, ITIL Service Delivery Best Practice version Office of 2, Copyright 2003.
3. HP Corporation. , HP ITSM Reference Model White Paper. version 3, Jun, 2003.
4. Microsoft Corporation, Process Model for Operations version 3.0, Jan, 2005.
5. Foster-Milliar, BS15000 standard in IT Service Management, Sep, 2004.
6. ITIL, OGC Available http://www.ogc.gov.uk/index.asp?id=2261
7. Pink Elephant, The ITIL Story White Paper version 3.3, Sep, 2004.
8. Frank Niessink, IT Service CMM White Paper version 1.0.2-en, Jan 15, 2003.
9.Mathias Salle, IT Service Managemenet and IT Governance: Review, Comparative 10.Analysis and their Impact on Utility computing. Trusted Systems Laboratory, 2004.
11.Colin Rudd, An Introductory Overview of ITIL version 1.0a, itSMF Ltd, Copyright 2004.
12. Malcolm Fry, Top Ten Reasons Organizations are Unsuccessful Implementing ITIL, BMC Software Inc, Copyright 2005.
13. Yin, R., Cast Study research: Design and methods ( 2nd ed.), Beverly Hills, CA : Stage Publishing, 1994.