【導(dǎo)讀】為了取得全球化的客戶的一致好評,產(chǎn)品和服務(wù)都是推動企業(yè)專注于可持續(xù)性發(fā)展的重心,包括技術(shù)、社會、環(huán)境和經(jīng)濟規(guī)模。許多企業(yè)已經(jīng)成功地在世界范圍內(nèi)實施了ERP系統(tǒng)。即使ERP系統(tǒng)是廣泛用于許多企業(yè),然而成功實踐的案例卻很少發(fā)布。ERP實踐是一項長期。而復(fù)雜的過程;這就使影響ERP實踐的問題有更多的機會出現(xiàn)。然而,軟件實現(xiàn)所帶來的相關(guān)。是造成ERP失敗的主要原因。因此,交貨和支持ERP實踐的失敗都被認(rèn)為是主要的問題,還。業(yè)的期望不相匹配，以及對ERP系統(tǒng)缺乏了解及操作。

　　

【正文】 efine and manage service levels(DS1),manage thirdparty services(DS2), educate and train users(DS7),manage service desk and incidents(DS8),manage problems(DS10),and manage operations(DS13)to achieve ensure satisfaction of end users with service offerings and service levels(ITG3)。 whereas manage performance and capacity(DS3),ensure continuous service(DS4),DS8 and DS13 to achieve make sure that IT services are available as required(ITG23). 本研究 的是利用 COBIT 框架 來 提高客戶定位和服 務(wù)。有兩個 IT 目標(biāo)相關(guān) IT 過程實現(xiàn) 商業(yè)目標(biāo)。 相關(guān) 的 信息技術(shù)被分成 ITG。他們是管理質(zhì)量 (PO8),使操作和使用 (AI4),定義和管理服務(wù)水平 (DS1)、管理第三方服務(wù) (DS2)、教育和用戶培訓(xùn) (DS7)、管理服務(wù)平臺和事件 (DS8)、管理問題 (DS10),和管理操作 (DS13 確保滿意 )獲得的終端用戶提供服務(wù)和服務(wù)水平 (ITG3)。而管理求效益和能力 (DS3),確保不斷服務(wù) (DS4),DS8和 DS13 達到確保它服務(wù) (可根據(jù)客戶的要求 ,ITG23)。 Then, the content of Enterprise Maturity Level(EML) measurement is posed according to the Maturity Model in the COBIT for the corresponding IT Process. The EML value is calculated according to the current condition in the enterprise. Furthermore, the IT Processes are correlated with the Functional Domain(FD)within the ERP system. Hence, the EML value represents the ERP practices in the enterprise. 然后 ,企業(yè)成熟度等級 (組成 )測量 EML 的 內(nèi)容 根據(jù)成熟度模型在 COBIT 進行相應(yīng)的過程。EML價值的按體積計算在企業(yè)的研究現(xiàn)狀。此外 ,信息技術(shù)相關(guān)領(lǐng)域 (FD)的功能 包含在 ERP系統(tǒng)。因此 ,EML是 ERP在 企業(yè) 實施的好壞的標(biāo)準(zhǔn) 。 Meanwhile, the development of IT policies for ERP practices is based on the related IT Processes. Hence, there are ten IT policies for ERP practices, which aim to achieve ,the structure of IT policies for ERP practices adopts the structure of IT process description in COBIT in order to have the reader familiar with the IT policies. The IT policies for ERP practices are developed by considering the IT policy objectives。 then, the related procedures are derived accordingly. Further, the contents of the procedures also consider the EML measurement results in order to help the enterprise improving the ERP practices. Thereby ,the suitable procedures are appropriate for the readiness of the enterprise to plan, implement and deliver the ERP services. 與此同時 ,發(fā)展的政策是基于 ERP 實踐相關(guān) IT 過程。因此 ,有十個它政策實踐 ERP系統(tǒng) ,其目的是為了達到 BG4， 此外 ,ERP 政策結(jié)構(gòu)采用結(jié)構(gòu)進行實踐過程描述為了 COBIT 讀者熟悉IT政策。 IT 政策了 ERP 實踐考慮 IT 政策目標(biāo) 。然后 ,在有關(guān)手續(xù) ,導(dǎo)出了相應(yīng)的解決方法。進一步的內(nèi)容 ,也要注意程序 EML 測量結(jié)果為了幫助企業(yè)提高 ERP 的做法。因此 ,適當(dāng)?shù)某绦蜻m合 ,準(zhǔn)備相應(yīng)的企業(yè)制定和執(zhí)行和交付 ERP 服務(wù)。 總結(jié) We have described the methodology and developed the Information Technology(IT)policies for Enterprise Resource Planning(ERP)practices to improve customer orientation and service. The policy was developed based on the specified IT processes related to the achievement of Business Goal 4(BG4)in COBIT, improve customer orientation and service. Since the proposed IT policies for ERP practices were aligned to the IT goals and the Business Goals, then successful implementation of the ERP could be achieved optimistically. 我們已經(jīng)描述了他們的方法和發(fā)展 信息技術(shù) (IT)政策為企業(yè)資源規(guī)劃 (ERP)的做法 是 以提高客戶 的 定位和服務(wù)。這項政策是基于實現(xiàn) BG4,完善的客戶 COBIT 定位和服務(wù) 的過程而成熟的 。 后來， IT 政策被 建議 成為與 ERP 的實施相匹配以實現(xiàn) IT 目標(biāo)和業(yè)務(wù)目標(biāo) ,最后 ERP 系統(tǒng)得以樂觀的成功實施。 We have proposed ten IT policies for ERP practices in order to achieve IT policies for ERP practices were structured by considering the IT policy objectives, the corresponding Functional Domain(FD)in the ERP system and the Responsible Job Functions. In this paper, the IT policy for ERP practices for IT Process Delivery Support 7(DS7)educate and train users, is equipped with the management directions as a basis for the development of the procedures. Thereby, the procedures are developed considering the IT policy objectives and the results of the Enterprise Maturity Level(EML).As a result, three related procedures for DS7 have been developed and elaborated in detailed. 我們提出了十 個 IT 政策以達到 ERP 實踐 BG4。 在 ERP 實施時已經(jīng) 考慮到 IT 政策目標(biāo) , 在ERP 系統(tǒng) 中， 相應(yīng)的職能領(lǐng)域 匹配出 相應(yīng)的工作職責(zé)。在本文中 , ERP 交貨支持 系統(tǒng) 教育和培訓(xùn) 用戶 ,設(shè)有管理方向 ,發(fā)展的程序。因此 ,開發(fā)程序的政策目標(biāo) 是以 企業(yè)成熟度等級 (EML)評價 作為結(jié)果 ,所以， 三 個 DS7的 相關(guān)手續(xù) 就 對一些問題進行了闡述說明 。 Hence, the IT policies could improve the ERP practices in the enterprise. Furthermore, the IT policies for ERP practices ensure the successful achievement of the BG4 during planning, implementation and delivery of the IT services corresponding to the ERP application. 因此 ,它的政策可以提高 企業(yè) ERP 技術(shù) 的應(yīng)用 。此外 ,IT 政策 可以 確保 ERP 在計劃內(nèi)成功實現(xiàn) BG4， 實施和交付 與 IT相匹配的 ERP系 統(tǒng) 應(yīng)用。