• 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.

• 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

• The KIPS Transactions:PartD
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• v.13D no.3 s.106
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• pp.405-414
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• 2006

These days, business environments are rapidly change and companies are taking the pressure about a customer value enhance to the continuance from the market. Therefore companies propel various innovative and strategic initiatives for a customer value enhancement. Also Information Technology is rapidly becoming part of our everyday lives due to its fast development, the functions and responsibilities of CSC(Consolidated Service Center) are undergoing revolutionary change. The function of sales organization based on the manpower and human networks are gradually shrinking, and CSC is slowly establishing itself as the company's core parts as its function expands and its operations are in the spotlights. Among these, many organizations are currently introducing ITSM concept for primary processes as a means of achieving synergy in operational excellence, reducing costs and improving service quality. In this thesis, we propose an extended CSC, which is applied ITIL Process to traditional BMP. It also needs to manage more effectively business process model, to modeling rapidly changing business process, and to developing its business application programs whenever and whatever it is changed. The ITSM(IT Service Management), which is an ITIL tool, effectively managing for dynamically changing the business process.