• KIISE Transactions on Computing Practices
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• v.23 no.12
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• pp.651-659
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• 2017

IT(Information Technology) has focused on infrastructure-technologies in the past but now focuses on IT service. Many companies strive to save costs and improve IT services. For this reason, they strive to implement a good internalization of ITSM (IT Service Management) by developing ITSM systems based on ITIL (Information Technology Infrastructure Library) from the late 2000s. In particular, IT service operations are one of the structure elements of ITIL version 3 and are highly related to the internalization of ITSM. However, in spite-of-the successful implementation of ITSM, the efficiency of IT service management has not improved due to iterative issues. Therefore, this study developed a user-centered training system by defining the iterative issue guidelines and implementing a database. The implemented user-centered training system provided IT service users with regular training services to produce a good solution for iterative issues after connecting the operation part of the ITSM system. Based on the results of this study, we expect that the proposed ITSM system will contribute to efficiently managing IT services by improving the limitations of IT service operation in the ITSM system.