• Journal of Information Technology Services
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• v.16 no.3
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• pp.83-101
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• 2017

IT services are provided by many public institutions and companies in order to satisfy various needs of customers. As the modern IT systems become larger and more complex, it becomes more difficult for IT organizations to provide IT services. So, the IT organizations have applied or are planning to apply ITIL (Information Technology Infrastructure Library) in order to provide IT services systematically. The ITIL v3 was revised on July 2011 and have 5 categories, 37 processes, and 113 sub-processes. Therefore, it is known that it is very difficult to satisfy all processes of ITIL v3. If we can concentrate on the core processes of ITIL v3, we will be able to provide IT services more efficiently. The processes of ITIL v3 are defined as some processes influences other processes. Therefore, the core processes can be established using related techniques. We searched for previous research and related information, but we could not find any related research. In this study, we had applied the ANP (Analytic Network Process) techniques to find the core processes of ITIL v3. We expect that IT services will be provided more efficiently because we can be concentrate on the core processes of ITIL v3, which are the results of this study.

• Journal of Korea Multimedia Society
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• v.9 no.11
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• pp.1496-1502
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• 2006

Researches, studies, and most administration services at the universities are currently carried out through computers. So the IT infrastructure and. the information system of the university are becoming complicated. When a user has problems in using the information system, it is very difficult to get solution for that problem even a computer center or a help desk exists. In this paper we propose a method to establish a service desk based on the ITIL(Information Technology Infrastructure Library) to support efficient learning at the universities. The proposed method in this paper can be used to establish a systematic learning support system when errors of computation happen in learning, researches, and administrative tasks at the universities.

• Journal of Information Technology Applications and Management
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• v.15 no.4
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• pp.1-20
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• 2008

Increasing number of corporations applies IT service management systems to optimize IT service delivery and support processes. For this reason, implementation experiences and effect of IT service management system are growing concerns for IT managers and researchers. This case study analyzes implementation experiences on an ITIL based service management systems in an medium sized corporation. The exploratory case analysis revealed that systems and service quality were improved from the implementation. This study will contribute to the successful implementation of IT service management system and developing a research model of IT service management process.

• 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.

• Journal of Korea Multimedia Society
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• v.17 no.4
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• pp.490-505
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• 2014

IT governance in order to achieve the strategic goals of the organization, leadership, organizational structure, and the process is defined. In order to achieve IT governance, organizational structure, leadership for spindle formation, maintenance, and standardized processes to specific and an effective ITIL (Information Technology Infrastructure Library) management model is needed. In this study, the K Authority Management Model of IT Governance ITIL - based research on service delivery and customer satisfaction through the effective information for ITSM (Information Technology Service Management, IT Service Management) building measures, information for business planning and performance management PMS (Project Management System, project Management System), survey on ICT service levels established through the process of planning and construction management models such as ITIL future research on the public portion of the proceeds from the ITIL management model can be utilized as a guideline when establishing a theoretical presents a base.

• Proceedings of the Korea Information Processing Society Conference
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• 2006.11a
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• pp.499-502
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• 2006

기업의 IT 환경이 시스템 중심에서 비즈니스 중심으로 바뀌어감에 따라 IT 서비스 관리 프로세스 구축에 대한 가이드를 제공하는 Information Technology Infrastructure Library(ITIL) 모델이 나왔다. ITIL 적용이 가장 큰 목적은 IT 업무 프로세스 개선을 통한 서비스 품질 개선과 서비스 비용 절감이다. 변경관리 IT 환경의 모든 사고 및 변경에 관해 효율적이고 신속한 처리를 위한 표준화된 방법과 절차를 사용하는 ITIL 의 Service Support 의 한 영역이다. 그러나 기존 모델에는 우선순위, 업무범위등 처리절차에 대해 선진사례가 나와있는 반면 일정에 대한 신뢰성이 없다는 문제점이 있다. 따라서 본 논문에서 프로젝트 관리에서의 일정관리 개념을 도입하고 Goal Question Metrics(GQM) 기법을 사용하여 일정관리의 신뢰성을 부여할 수 있는 개발기간 지표를 제안한다. 또한 이러한 지표의 타당성 검증을 위해 S 사의 데이터를 비교 분석한다. 결과적으로 제안하는 지표를 통하여 조직운영의 효율성과 비즈니스에 초점을 맞춘 IT 서비스를 제공할 수 있다.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2005.10a
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• pp.207-212
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• 2005

The SM(System Management) is more important than SI(System Integration) in business model of software industry. And the role of ITO(IT Outsourcing) is increasing, recently. Also, The interest of ITIL increasing in the software industry. In the perspective of business, IT organization has been transformed from supportive division the core business organization, IT organization needs the satisfaction of customer’s requirements. So, process oriented IT management is required. In the perspective of technique, according to need of IT infra for a rapid change management, an application management, systematic development and operating process are required. Therefore, this paper analyzes of IT service core process in service support and service delivery that was offered by ITIL using the AHP methodology This paper shows the results of IT service survey in domestic software industry. And this paper gives a guideline of introduction ITIL

• Journal of Information Technology Services
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• v.9 no.1
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• pp.43-56
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• 2010

With the improvement of the Information Technology and the change of the business environment, the dependency of business on the Information Technology shows sharply increase. The Information Technology, however, is centered on the support of the technology viewpoint and thus the influence and effect of Information Technology on the business is hardly analyzed. The information system, therefore, requires not only technology-centric support management but service-oriented and systematic introduction of Information Technology Service Management(ITSM). The domestic ITSM market is currently expanding into variety of industries like finance, telecommunication, manufacturing and public service and at the same time the consequent reconstruction process of information system is continuously under way so as to qualify for the ISO 20000 certification. Especially the public organizations rapidly adopt the ITSM, in order to improve the quality of public service together with a goal of realizing the electronic government and of managerial innovation. The existing ITSM still, however, shows the tendency of depending only on the system construction and the management on the visible requirements whereas the overall process is not likely being improved. Hence, this study suggests, focusing on the life cycle of service, the model of ITSM based on Information Technology Infrastructure Library(ITIL) v3 which is appropriate for the public service. We expect, as stated in this study, that our ITSM model shall be widely accepted to the public agencies who promote the advance campaign by setting up the ITSM or reconstructing the existing process.

• Journal of the Korea Safety Management & Science
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• v.10 no.4
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• pp.159-163
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• 2008

This paper proposes various measures of reliability, maintainability and availability in information technology service management(ISTM). Global ITSM standards such as ITIL(IT Infrastructure Library) and ISO/IEC 20000 are introduced. Especially availability management of De-facto and De-juire standards is concerned with users and customers of IT service. The study presents seven reliability measures, six maintainability measures and two availability measures. These results can be effectively used with a appropriate IT availability management tools such as CFIA(Component Failure Impact Analysis) and SOA(Service Outage Analysis), etc.

• Journal of Information Technology Services
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• v.8 no.4
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• pp.17-40
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• 2009

This study is to guide to estimate service quality on ITSM operation based on ITIL(IT Infrastructure Library). ITIL v2 and v3 provide how to integrate framework of IT service and business process. It is widely used as ITSM operation base. As a latest IT trend, ITSM covers Hardware, Software, SaaS, Network, Call center, Helpdesk, ASP portal and IT operation. Servicedesk is selected as target area where valid sampling is addressable and service change is rapid. Traditional Helpdesk was focusing on technical support to solve internal IT issues passively. But it was evolved into Service Desk which focus in process and provide integrated service from customer's business view point preventively and proactively. Accordingly outsourcing types business are normally performed by group of professional capability. Service quality is measured under the SLA(Service Level Agreement). This study utilized SERVQUAL model as service quality measuring tool developed by Parasuraman, Zeitaml and Berry to find critical factors to satisfy customer. And test was processed regarding effectiveness of IT organization and customer view point thru sampling. Though valid parameters can be changed by ITSM areas under the SERVQUAL models, they naturally can be accepted as a index of service quality measurement after sampling test with acceptable significance. And I recommend to follow this study as a preparation before official SLA.