• Journal of Multimedia Information System
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• 제7권1호
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• pp.55-72
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• 2020

As the IT service environment grows, it is critical in terms of IT service quality to minimize the occurrence of failures due to changes in applications and to diagnose and recover in a short period of time how failure will affect the business. Thus, the Defense Acquisition Program Administration (DAPA) has been building and operating ITSMs to implement IT service management in a leading manner. Information Technology Service Management (ITSM) is divided into events, obstacles, changes, versions and setup management to ensure flexibility and stability in service delivery. It is also operated separately from service level, availability, capacity, financial and IT service continuity management to ensure service quality and cost efficiency. Based on ITSM military service history, this study looks at the impact of quality of service on value, satisfaction, and trust. The results of the analysis are highly valuable for future ITSM implementation and operation.

• 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.

• 한국전자거래학회지
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• 제12권2호
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• pp.135-153
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• 2007

SOA(Service Oriented Architecture)는 시스템 통합 프레임워크로서 그 중요성이 날로 커지고 있다. SOA 프레임워크를 통해 애플리케이션이나 기업 시스템은 보다 융통성 있게 통합될 수 있으며, 사용자들은 보다 다양한 비즈니스 모델을 구성할 수 있다. 하지만, SOA가 현실적으로 폭넓게 기업현실에 적용되기 위해서는 SOA 서비스 수준의 관리가 절실하다. 이러한 측면에서, 최근 IT 서비스 부문의 표준 관리체계로 각광받고 있는 ITSM을 활용하여, SOA의 서비스 품질을 일정 수준 이상으로 유지할 수 있도록 하는 방안에 대한 연구가 필요하다. 본 논문에서는 SOA의 구현체계로서 웹 서비스 시스템을 채택하여, 필요한 품질 항목들을 ITSM의 관리영역에서 살펴보고, 품질 항목의 수준을 일관성 있게 유지하기 위해 필요한 새로운 관리체계와 SLA 방법론에 의한 협상/계약 체결에 대해서도 방안을 제시하고자 한다.

• Journal of Information Technology Applications and Management
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• 제20권3호
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• pp.43-59
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• 2013

In order to realize the benefits of ITSM, it is necessary to institutionalize ITSM into the organizational culture. Currently, efforts to routinize ITSM lack in practice, and research in this area is also lacking. This study identifies the factors affecting the routinization of ITSM through literature review and interviews with experts, selects a company that has successfully routinized ITSM, and analyses the activities, methods, and procedures employed by the company on the factors in detail. The specific factors analyzed in the study include fulfillment of the customer requirements, top management support, communication, change management, training and education, quality of the ITSM system, and capability of the personnel. Important points verified in this study is that in order to realize organizational performance from ITSM, just the adoption of ITSM is not enough, but the routinization of ITSM through continuous and systematic management and improvement with the support of top management are required. Since this study is a descriptive case study, results of the study cannot be generalized. However, the study will provide practical information that can be referenced by the organizations attempting to routinize ITSM. In addition, results of the study will provide a basis of future research in ITSM.

• 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.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2015년도 추계학술발표대회
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• pp.906-909
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• 2015

ITSM(IT Service Management)은 2000년대 중반 이후 기업 및 공공기관에 본격적으로 적용되기 시작하였다. ITSM의 한 부분으로 IT 조직에서는 외주업체와 SLA(Service Level Agreement)을 체결하여 정보시스템 서비스의 품질을 적정수준으로 관리토록 노력하고 있다. 그러나 SAL를 적용하는 서비스 측정항목을 선택하는데 있어 측정이 비교적 용이한 서버 운영시간, 서버 성능, 서비스 가동률 등 서버운영에 주로 초점이 맞춰져 왔다. 응용시스템에 대한 서비스 요청 적기 처리율, 변경요청 적기 처리율 등에 대해서는 고객과 외주업체의 협의요소 증가, 데이터 관리 및 정확성 부족 등으로 SLA 항목에서 제외되어 왔다. 본 논문에서는 응용시스템의 유지보수 관련 SLA 적용에 초점을 맞춰 서비스데스크 구축방안을 제시하였다.

• 정보처리학회논문지D
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• 제13D권3호
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• pp.405-414
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• 2006

최근 기업의 경영환경은 매우 급격히 변화하고 있으며, 시장으로부터 지속적으로 고객가치 향상에 대한 압력을 받고 있다. 따라서 기업들은 고객 가치향상을 위해 시장 환경에 맞는 다양한 전략적, 전술적 경영합리화 방안을 마련하여 추진하고 있다. 또한 IT 기술의 급속한 발전으로 IT의 생활화가 빠른 속도록 우리 생활에 접목되면서 CSC(Consolidated Service Center)의 기능과 역할에 혁신적인 변화가 일어나고 있다. 인적, 물리적인 판매조직 및 기능이 점차 축소되고 CSC 기능의 급속한 팽창과 함께 CSC 업무가 각광을 받으면서 기업의 핵심영역으로 부상하고 있다. 이중에서도 전략적 중요도가 상대적으로 낮은 사업부분에 대해 효율적인 프로세스 구축, 비 부과 업무의 제거, 분산된 프로세스와 조직의 통합, 의사결정을 위한 분석 업무의 강화 등 업무처리비용 절감과 업무향상을 위해 ITSM서비스를 도입하거나 도입을 고려하는 기업들이 늘어나고 있는 추세이다. 보다 효율적인 비즈니스 프로세스를 관리하고, 빠르게 변화하는 업무를 비즈니스 프로세스 모델링하고 그에 필요한 응용프로그램의 개발이 필요하다. 따라서 본 논문에서는 기존의 BPM(Business Process Model)에 ITIL Process를 적용하여 확장된 CSC를 제안하였으며, 동적 비즈니스 프로세스의 변화를 효율적으로 관리하기 위해 ITIL 모델링 도구인 ITSM(IT Service Management)로 구현하였다.

• International Journal of Computer Science & Network Security
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• 제23권6호
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• pp.68-76
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• 2023

Nowadays, the power of data analytics in general and visual data analytics, in particular, have been proven to be an important area that would help development in any domain. Many well-known IT services best practices have touched on the importance of data analytics and visualization and what it can offer to information technology service management. Yet, little research exists that summarises what is already there and what can be done to utilise further the power of data analytics and visualization in this domain. This paper is divided into two main parts. First, a number of IT service management tools have been summarised with a focus on the data analytics and visualization features in each of them. Second, interviews with five senior IT managers have been conducted to further understand the usage of these features in their organisations and the barriers to fully benefit from them. It was found that the main barriers include a lack of good understanding of some visualization design principles, poor data quality, and limited application of the technology and shortage in data analytics and visualization expertise.

• Journal of Information Technology Applications and Management
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• 제15권4호
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• pp.103-121
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• 2008

Service Providers need to monitor the level of consumer's satisfaction on service they provide continuously and they use appropriate method to measure their operating status. They have to make a plan on their resource and infrastructure to provide their service in the right place at the right time whenever they need. Most previous studies on IT service quality are mainly focused on criteria or levels of quality measurement even though those criteria and levels should be set by considering consumer's needs. And considering for consumer's needs with managerial factors was not found on those studies. So, we suggest deducing quality factors for continuous improvement of IT service management system in this paper as identify the relative priority using QFD method which consider consumers' voices and managerial factors when decide quality factors of IT service management system introduced SLA. We also confirm that our suggestion is practicable and applicable for current operation by case study.

• 정보보호학회논문지
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• 제26권4호
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• pp.973-983
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• 2016

정보시스템에 수집 이용되는 개인정보에 대한 개인정보영향평가가 법적 근거에 의해 시행된 지 2016년으로 6년차가 된다. 이에 ITSM(Information Technology Service Management)의 3대 구성요소를 기준으로 운영상의 문제점을 분석하였다. 다양한 개인정보 처리시스템에 대한 평가자로써의 역할을 수행하면서 product에 해당하는 평가 보고서의 품질 향상 방안에 대해 주된 고민을 하였고, 평가 수행 시 적용하는 보고서의 형식적 타당성을 갖추기 위한 개선안을 평가 단계별 산출물 4종을 기준으로 제시하였다. 다음으로 people에 해당하는 평가수행자에게 요구되는 능력을 GRC(Governance, Risk, Compliance)로 인식하여 개선안을 제시하였고, process인 제도 운영에 관한 개선안도 부가하였다. 2011년 개인정보보호법 제정 시 명시한, 개인정보영향평가 완료 기한인 2016년 이후에도 실효성 있는 평가제도로 정착하기 위해서는 평가자 평가기관과 주관기관이 협력하여 평가제도를 완성해가야 할 것이다.