• Journal of Multimedia Information System
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• v.7 no.1
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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.

• Journal of Information Technology Services
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• v.15 no.3
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• pp.33-50
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• 2016

In a dynamic IT environment, employees often utilize external IT resources to work more efficiently and flexibly. However, the use of external IT resources beyond its control may cause difficulties in the company. This is known as "Shadow IT." In spite of efficiency gains or cost savings, Shadow IT presents problems for companies such as the outflow of enterprise data. To address these problems, appropriate measures are required to maintain a balance between flexibility and control. Therefore, in this study, we developed a new information security management system called AIIMS (Advanced IT service & Information security Management System) and the Shadow IT Evaluation Model. The proposed model reflects a Shadow IT's attributes such as innovativeness, effectiveness, and ripple effect. AIIMS consists of five fields: current analysis; Shadow IT management plans; management process; education and training; and internal audit. There are additional management items and sub-items within these five fields. Using AIIMS, we expect to not only mitigate the potential risks of Shadow IT but also create successful business outcomes. Now is the time to draw to the Light in the Shadow IT.