• 한국IT서비스학회지
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• 제16권3호
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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.

• 한국멀티미디어학회논문지
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• 제9권11호
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• pp.1496-1502
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• 2006

대학에서의 연구, 학습, 그리고 행정 업무 처리가 현재 대부분 컴퓨터를 통하여 이루어진다. 따라서 대학에서의 IT 하부구조와 대학정보시스템은 점차 복잡해져 가고 있다. 그러나 정보 시스템을 사용함에 있어서 문제가 생겼을 때, 헬프 데스크나 전산센터 등이 운영된다 하더라도 사용자가 빠른 시간 내에 해결책을 얻기가 매우 어렵다. 본 논문에서는 이러한 문제점을 개선하기 위해 ITIL(Information Technology Infrastructure Library) 기반의 서비스 데스크를 대학에 구축하는 방안을 제시한다. 본 논문에서 제안된 방안은 대학의 전산 기술지원 서비스의 개선을 통해 대학에서 전산 관련 장애가 발생하였을 때 교수학습자원의 활용 및 업무 등에 난관을 겪지 않고 빠르게 대처할 수 있는 시스템 구축에 사용될 수 있다.

• Journal of Information Technology Applications and Management
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• 제15권4호
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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.

• 정보과학회 컴퓨팅의 실제 논문지
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• 제23권12호
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• pp.651-659
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• 2017

과거의 IT가 인프라 기술 중심이었다면 현재는 서비스 중심이라고 할 수 있다. 많은 기업들이 IT 서비스 지원에 대한 비용 절감과 품질 개선을 위하여 많은 노력을 하고 있다. 2000년대 후반 이후로는 ITIL(Information Technology Infrastructure Library)기반의 IT 서비스 관리 시스템 개발을 통하여 조직문화로 정착시키기 위한 내재화에 힘쓰고 있다. 특히 ITIL 버전3의 구성요소 중 하나인 IT 서비스 운영은 내재화와 밀접한 관계가 있으며 중요성이 커지고 있는 실정이다. 하지만 ITSM 시스템을 성공적으로 도입함에도 불구하고 서비스 사용자들로 인한 여러 이슈사항 발생으로 IT 서비스 관리의 효율성이 나아지지 않고 있다. 따라서 본 연구에서는 효율적인 IT 서비스 관리를 위하여 이슈사항들의 지침서를 정의하고, 데이터베이스화하여 사용자 중심 교육 시스템을 개발하였다. 구현된 시스템은 ITSM 시스템의 운영 부분과 연동시켜 사용자들이 정기적인 학습을 통하여 효율적으로 문제 해결을 할 수 있도록 하였다. 본 연구의 결과를 기반으로 기존에 가지고 있었던 ITSM 시스템의 서비스 운영 한계를 극복하고 효율적인 IT 서비스 관리를 할 수 있을 것으로 기대한다.

• 한국멀티미디어학회논문지
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• 제17권4호
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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.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2006년도 추계학술발표대회
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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.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2005년도 추계학술대회 및 정기총회
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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

• 한국IT서비스학회지
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• 제9권1호
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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.

• 대한안전경영과학회지
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• 제10권4호
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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.

• 한국IT서비스학회지
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• 제8권4호
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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.