• 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 Information Technology Applications and Management
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• v.25 no.3
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• pp.29-41
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• 2018

The purpose of constructing university information system is for improvement in diversification and throughput of information, streamlines business processes, rapid exchange of information, sharing of information, decision-making information, and securing educational facilities. Similar to business information technology system, university information system does not have a review system for sharing and overlapping investment of information. Due to the lack of project management for outsourcing and vulnerability of system suitability, system audit is absolutely needed for the university information system. This paper especially focuses on an operational phase in the audit of university information system. Additionally, we proposed operating model and checklists of the university information system based on Management Guidelines of ITIL V3 Operational and Information System. We derived the checklists of operation audit by each domain of service strategy, service design, service transition, service operation, and continual service improvement. As the result, this study appear to have more than average satisfaction the suitability results were.

• Journal of Service Research and Studies
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• v.4 no.2
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• pp.21-35
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• 2014

The mobile environment which is based on the Internet is expanding the area of the web information systems. The mobile Internet is expanding mobile content and services due to the development of wireless network technology, the proliferation of smart terminal devices, and the emergence of a variety of mobile services platforms. A mobile web is to access to the Internet service using a mobile network or other wireless network using a smart phone or a mobile device. Recently, it is to increase the smart phone usage rapidly in the country, and many companies is entering the mobile market. There are increasing need for this operation plan of a mobile web information system. In this paper, we compared the COBIT, ITIL, the SLA, which are the International Information Systems operation standards, and the information system operation standards of Korea Information Security Agency. We analyzed the suitability of the mobile environment and information system operating instructions, and we compared mobile web, operating environments and the ITIL V3.

• 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.

• 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.