IT 아웃소싱 서비스 관리를 위한 표준 프로세스 성숙도가 성과에 미치는 영향에 관한 탐색적 현장 사례연구

안준모,김경미,김용재 한국정보화진흥원 2010 정보화정책 Vol.17 No.1

This study explores the effects of standardized management processes such as COBIT and ITIL on the success of IT outsourcing by utilizing an exploratory case study. The exploratory model includes the maturity of ITIL and COBIT process and success of IT outsourcing. For each construct of the model, several measures are developed from preceding researches and confirmed in the context of the cases utilized for this study. It is found that the maturity of the processes supported by ITIL and COBIT is critical for the success of IT outsourcing in this study. This results confirm the current popularity of the standardized process adopted in practice and also require further research endeavors in this control or management process in the future. It should include any other processes and related activities to the control process in the relationship of IT outsourcing. 기존 IT 아웃소싱 관리가 기술적 인프라스트럭처의 효과적 활용에 집중되었다고 한다면 최근에는 전략적 연계와 IT 프로세스 관리에 초점을 맞추고 있다. 아웃소싱 서비스의 안정적인 공급과 정확한 평가를 위해 IT 서비스 제공 표준 프로세스를 기반으로 한 IT 서비스 관리가 주요 이슈로 떠오르고 있다. 이를 지원하기 위한 방법론으로 COBIT, ITIL 등이 활발히 도입되어 활용되고 있으며 이를 통하여 IT 아웃소싱 서비스 제공 프로세스 표준화, 관리 효과성 도출, 나아가서는 성과 향상을 목표로 하고 있다. 본 연구의 목적은 아웃소싱 서비스 제공을 위한 IT 거버넌스와 IT 서비스 제공 표준 프로세스로써 COBIT과 ITIL의 성숙도 수준이 IT 아웃소싱 성과에 미치는 영향을 탐색, 분석하는 데에 있다. 이를 위하여 증권거래소 상장 IT 아웃소싱 서비스공급사의 고객사 4개사를 대상으로 프로세스 성숙도와 아웃소싱 성과를 탐색하였다. 분석 결과, IT 서비스를 제공받는 고객사의 IT 거버넌스 수준과 서비스를 공급하는 공급사의 IT 서비스 관리 프로세스 성숙도가 아웃소싱 성과에 영향을 미치는 것으로 확인되었다.

마르미-RE와 ITIL에 기반한 컴포넌트 소프트웨어의 서비스 지향 유지보수 프로세스 연구

최원서(Won-Suh Choi),류성열(Sung-Yul Rhew) 한국IT서비스학회 2009 한국IT서비스학회지 Vol.8 No.1

Rapid growth of management Information system (MIS) and evolution of software system enlarge maintenance necessity and it need a process to implement information system service in business. This paper proposes service-oriented maintenance process of component software based on service design and implementation provided by existing processes for maintenance, MaRMI-RE and ITIL. The Proposed process derives activities and tasks of the process by identifying services according to service guidelines. Service-oriented maintenance process is produced by analyzing correlation between the derived activities and tasks and MaRMI-RE's and adding the tasks to MaRMI-RE. The verify availability of the proposed service-oriented maintenance process, correlation between artifacts is proved.

DEMATEL과 ANP 기법을 이용한 SIAM 프레임워크의 핵심 프로세스 도출 연구

염명현,박광남,허상무,김우제 한국정보기술학회 2019 한국정보기술학회논문지 Vol.17 No.1

Recently, business departments try to respond to market changes by introducing cloud services. However, if the introduction of services by the business department increases, similar services may be introduced in duplicate and internal IT services and external services cannot be integratedly managed. In the UK, Service Integration and Management(SIAM) framework has been established to manage both internal and external IT services in an integrated manner. However, since there is no guidance on which process to start with and how much to concentrate on each process when introducing the SIAM for the first time, many trial and error and difficulties are expected. In this paper, we analyzed the influence relationship between SIAM processes and derived the core processes by using DEMATEL and ANP. When introducing the SIAM framework early on, we expect it to be an efficient introduction if we introduce the core processes extracted in this research first. 기업의 현업 부서들은 경쟁력을 강화하기 위하여 IT 부서에 의존하지 않고 클라우드 서비스를 도입하고 있다. IT 부서는 내부 IT 서비스를 최상으로 제공하기 위하여 ITIL을 적용하고 있다. 현업의 외부 IT 서비스 도입이 증가되면서, ITIL만으로는 내, 외부 IT서비스를 통합적으로 관리할 수 없는 문제점이 나타나기 시작하였다. 영국에서는 내, 외부 IT 서비스를 통합적으로 관리할 수 있는 SIAM 프레임워크를 제정하였다. 하지만, 처음에 SIAM을 도입할 경우에, 어느 프로세스부터 적용해야 하는지, 어느 정도 집중해야 하는 지 지침이 없으므로, 많은 시행착오와 어려움이 예상된다. 이에, DEMATEL 기법을 이용하여 프로세스 간의 영향관계를 분석하였고, 가중치를 계산할 수 있는 ANP기법을 이용하여 핵심 프로세스를 도출하였다. 그러므로 초기에 SIAM 프레임워크를 도입할 경우에, 핵심프로세스를 우선적으로 도입한 후, 확대하는 것이 효율적인 도입 전략이 될 것이다.

IT 서비스 관리에서 신뢰성, 보전성 및 가용성 척도

최성운 대한안전경영과학회 2008 대한안전경영과학회지 Vol.10 No.4

ANP 모형을 이용한 ITIL v3 핵심 프로세스 도출 연구

허상무(Sang Moo Huh),김우제(Woo Je Kim) 한국IT서비스학회 2017 한국IT서비스학회지 Vol.16 No.3

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.

IT Infrastructure Library(ITIL) 서비스관리 시스템 구축과 효과에 관한 탐색적 사례연구

안준모(Joon M. An),함유근(Yukun Hahm),김현명(Hyunmyung Kim) 한국데이타베이스학회 2008 Journal of information technology applications & m Vol.15 No.4

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.

효과적인 업무프로세스 증대를 위한 ITSM과 CSC 연동에 관한 연구

최병훈,김상근,Choi Byung-Hoon,Kim Sang-Geun 한국정보처리학회 2006 정보처리학회논문지D Vol.13 No.3

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. 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.

클라우드 컴퓨팅 환경에서의 ITIL v3을 이용한 QaaS에 관한 연구

홍성준 ( Sung-june Hong ) 한국고등직업교육학회 2010 한국고등직업교육학회논문집 Vol.11 No.4

This paper suggests QaaS(Quality as a Service) using ITIL v3 in cloud computing environment. There have been the efforts to enhance software quality. But, the effort to support the service-based software quality in the cloud computing is recently required by the paradigm shift such as SaaS/Pass. Therefore, this paper suggests design and implementation method of QaaS using ITIL v3 in cloud computing environment.

A Design of University Information System Operation Audit Model based on ITIL V3

Hee-Wan Kim,Bo-Ra Kang,Dong-Soo Kim,Song-Chul Moon 한국정보기술응용학회 2018 Journal of information technology applications & m Vol.25 No.3

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.

An ERP Operation Audit Model Based on IT Infrastructure Library

류시무,김동수,김희완 한국지식정보기술학회 2015 한국지식정보기술학회 논문지 Vol.10 No.3

ITIL, formerly known as the Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. Recently, ERP(Enterprise Resource Planning) system has received biggest attention from local corporations as a management innovation tool of enterprise. However, companies are rebuilding the ERP system for management innovation as the increasing complexity of information systems. We suggest the check items of package information system according to the needs of recent operation audits. In this paper, we analyzed the system operation and maintenance guidelines of the NIA(National Information Society Agency) and COBIT in the operating environment based on ITIL(IT Infrastructure Library), and proposed the check items required for the operation audits. In addition, we was categorized the check items as continuous service improvement, service strategy, service design, service transition, and service operations for the ITIL service life cycle. Moreover, the proposed check items were verified for its suitability by the professionals’survey.