企業越來越仰賴資訊系統創造價值，但IT預算不增反減，IT部門面對資訊系統愈趨複雜及每天越來越多的使用者服務需求。長期以來企業發現持續對新技術和產品的投資，對於IT服務品質與效能並無法造成等比例的提升，也使企業對IT提出質疑。另外，越來越多的人談ITIL，IDC並將之預測為未來IT十大趨勢之ㄧ。ISO20000 在2005年12月成為國際標準，企業希望藉此標準提升企業資訊部門服務管理品質，藉其達成IT的轉型及增加IT的價值，但是ITIL真的是萬靈丹嗎？
學術界對於企業導入ITIL的影響分析研究，資料相當匱乏，本研究目的為探討企業導入ITIL流程品質管理後，其可能對企業衍生的衝擊，同時也希望藉由廣泛的討論對企業提出淺見，並讓企業經營管理階層可在執行導入ITIL前有參考的依據使其得以採取有效的因應策略，以降低因導入ITIL可能所衍生出的負面衝擊並提升正面的效益。本研究廣泛探討文獻有關執行品質管理機制的衝擊，並從個案公司的問卷研究中，與之比照，希望可發現以往文獻與著作中未被提出的關於導入ITIL特有的負面衝擊，並推導出可能的發生原因。
本研究問卷設計採用半開放式問卷，作為資料蒐集的基礎。並使用個案研討(Case Study)的方式，選定服務支援流程這部份進行深度分析，訪談不同層級使用者，進行半結構式資料蒐集。資料蒐集完畢後，利用前述文獻中所歸類導入品質改善機制可能產生的負面衝擊作深入探討，將每個影響作反覆比對，找出其可能發生來源，同時再回過頭與參與此類專案的組織各階層人員(Stakeholders)驗證研究發現(Findings)。簡言之，本研究透過資料整理、文獻比對、及驗證研究發現，藉此架構出本論文。

壹、 英文部分
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貳、 中文部份
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