ITSM 변화관리 체계 적용을 통한 ITSM 도입성과 향상에 관한 사례 연구

김희선(Heesun Kim) 한국IT서비스학회 2011 한국IT서비스학회지 Vol.10 No.3

Recently, interests in IT Service Management(ITSM) are increasing internationally as well as domestically In order to realize the benefits from ITSM, it is necessary to institutionalize it as a culture of the organization through effective change management. One of the most promising approach of effective change management is the change management framework of ITSM. In this study, we analyze a success case in which the change management framework of ITSM was applied to IT Service company which has introduced ITSM. Through the analyses, this study aims to propose a feasible and specific approach to institutionalize ITSM. To accomplish the objective, the study is designed to analyze specific methods for applying ITSM’s change management framework to ITSM organizations, performance of projects and future directions based on interviews and review of project documents/deliverables. This study could not provide detailed performance measures due to lack of previous research on this topic and difficulty of obtaining quantitative data. However, this study has contributed to proposing a direction to institutionalize ITSM in organizations by analyzing a feasibility of ITSM’s change management framework in implementing ITSM.

공공부문의 정보기술서비스관리를 위한 조직구조의 설계

박상순(Sang Soon Park),이구범(Goo Beom Lee),이남용(Nam Yong Lee) 한국정보과학회 2010 정보과학회논문지 : 소프트웨어 및 응용 Vol.37 No.9

지식정보사회에 적극적으로 대응하고, 조직의 경쟁력을 강화하기 위하여 정부기관 및 공공기관은 정보기술서비스관리(ITSM)시스템을 도입하여 운용할 필요가 있다. 최근에 우리나라의 정부기관 및 공공기관은 ITSM프로세스의 혁신과 정보화의 수준이 미흡한 환경에서 IT서비스의 수요증가와 복잡화에 따른 많은 어려움에 직면하고 있다. 특히, IT아웃소싱의 증가로 인한 IT서비스관리의 어려움은 더욱 커지고 있다. 이와 같은 문제를 해결하기 위해 ITSM에 대한 기대는 더욱 커지고 있다. 따라서 본 연구는 ITSM의 성공적인 도입운용에 필수 요소인 ITSM조직구조에 대한 설계대안을 제시하였다. 즉, ITSM조직구조를 전통적인 기능 중심적인 조직구조에서 목적 중심, 고객 중심, 프로세스 중심의 조직구조로 제안하였다. 즉, ITSM조직는 서비스전략조직, 서비스설계조직, 서비스전이조직, 서비스운용조직, 서비스개선조직으로 구분하여 제안하였다. ITSM의 실효성을 확보하기 위하여 조직구조별 역할과 책임을 구체화하였으며, 조직별 전문성을 확보하기 위하여 인력편성방안도 제시하였다. 제안한 ITSM조직구조는 정부기관 및 공공기관의 정보화조직발전에 유용하게 활용될 것으로 기대된다. Information Technology Service Management (ITSM) System has been adopted and operated by many governments and public institutions to intensify their global competitiveness. Recently these organizations are facing many problems because of the increased demands and complexity of Information Technology (IT) service. Especially, difficulty with ITSM gets bigger and bigger because of increasing IT outsourcing. An expectation regarding ITSM is grown up when facing to solve problems. Therefore, this study suggests effective alternatives about ITSM organization structure for public sectors. The ITSM organization structures changes from traditional structures based on functions to new structures based on its goal , customer, and its process. In other words, ITSM organizational structure can be composed of Service Strategy directorate, Service Design directorate, Service Transition directorate, Service Operation directorate, and Service Improvement directorate. To ensure the effectiveness and the professionalism of ITSM in an organization, this paper specifies the roles of participants and the responsibilities for each unit. The proposed ITSM organization structures will be useful for public sectors.

IT 서비스 관리(ITSM) 분야의 연구 프레임워크 및 연구동향 분석

이종옥,신성희,김홍근,황경태 한국정보화진흥원 2012 정보화정책 Vol.19 No.1

This study proposes a research framework for IT service management (ITSM) area based on theories on innovation and IT achievements in the area of MIS. Then, existing ITSM literature is reviewed based on the research framework, and implications for future ITSM research are suggested. Major findings are as follows: ① domestic research efforts should be continued to contribute to the diffusion of ITSM in industry, ② since a certain level of research results has been accumulated, explanatory research rather than exploratory and/or descriptive studies should be pursued in the future, ③ research on the performance of ITSM is lacking, ④ research utilizing more objective data (secondary data obtained from ITSM systems) is needed. ITSM is innovation that can contribute to the improvement of productivity and competitiveness of organizations through systematic management of IT. It is expected that the research framework and implications of this study can assist future research efforts and practical utilization of ITSM. 본 연구에서는 MIS 분야의 혁신 및 IT의 성과에 대한 이론을 기반으로 ITSM 분야의 연구 프레임워크를 개발하고, 이를 바탕으로 기존에 수행된 국내외의 ITSM 문헌을 분석하여 ITSM 분야의 체계적인 연구를 위한 시사점을 제시한다. 연구의 주요한 시사점은 다음과 같다. ① 국내의 경우, 조직에 ITSM이 내재화하는데 기여할 수 있는 지속적인 연구 노력이 필요하다, ② 향후 연구에서는 실험적 설계를 기반으로 한 설명적 연구를 추진할 필요가 있다, ③ ITSM의 효과 요인들의 구체적인 측정 방법이 체계적이지 못하고, 효과 요인들 간의 상관관계와 개인적인 성과에 대한 연구가 미흡하다, ④ 객관성이 높은 ITSM 시스템으로 입수한 2차 데이터를 활용한 연구의 수행이 필요하다. ITSM은 IT의 체계적인 관리를 통해 조직의 생산성과 경쟁력 향상에 크게 기여할 수 있는 혁신이고, 산업계에 크게 확산되고 있다. 본 연구에서 제시한 연구 프레임워크와 연구 추진 시 고려해야 할 시사점은 향후 ITSM 분야의 연구와 실제적인 활용에 기여할 수 있을 것으로 기대된다.

Routinization of IT Service Management (ITSM)

Y. J. Choi,Hee Sun Kim,K. T. Hwang 한국데이타베이스학회 2013 Journal of information technology applications & m Vol.20 No.3

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.

Routinization of IT Service Management (ITSM) : A Descriptive Case Study

Choi, Y.J.,Kim, Hee Sun,Hwang, K.T. Korea Data Strategy Society 2013 Journal of information technology applications & m Vol.20 No.3

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.

ITSM 정착을 위한 6시그마 활용 방안에 관한 연구 : 서술적 사례 연구

박규리(Kyuri Park),황경태(Kyung Tae Hwang) 한국데이타베이스학회 2009 Journal of information technology applications & m Vol.16 No.2

Recently, as the importance of IT management is increasing, many companies have adopted ITSM(IT Service Management) as a solution to various IT management issues. In addition, some advanced companies are using 6 Sigma technique in their implementation of ITSM. The main purpose of this study is to analyze critical success factors of 6 Sigma in applying to the implementation of ITSM. For a case company, which is known to be successful in applying 6 sigma in its implementation of ITSM, six critical success factors were analyzed. The factors include leadership of CEO, capability and level of 6 Sigma belts, management of accurate data, building organizational systems, training and education, and evaluation and incentive. The results of the study are expected to be used as an useful information for companies to apply 6 Sigma in the implementation of ITSM.

온라인 서비스 기업 중심의 정보 보안 체계 수립에 관한 연구

유태종(Yoo, Tae Jong) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.3

With the emergence of IT(Information Technology), the application of IT infrastructure and Online service becomes a critical success factor for business survival. However, it causes the serious threat to security since it covers from the firm"s confidential information to the customer"s private information. Recently, the convergence of a technical security and a managerial security has been emphasized. From the managerial security perspective, this research proposed the roll of the part in Mintzberg"s organizational structure for the establishing of the successful security management. With the de-facto standard: ITSM(Information Technology Service Management), the parts of organizational structure were mapped as follows: 1) ITSM main component, 2) ITSM construction phase, and 3) ITSM/ITIL(Information Technology Infrastructure Library) security item. Through the case study of online service firms, the security management of the proposed research is underpinned.

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.

Improvement of ITSM IT Service Efficiency in Military Electronic Service

Hanchul Woo,정석재,허준호 한국정보처리학회 2020 Journal of information processing systems Vol.16 No.2

IT Service Management (ITSM) achieves consolidated management for the IT services supporting the acquisition system, and no outside connections can be established with such ITSM. Issues pertaining to the D2B can be addressed to System Q&A or a Call Center for problemsolving. In other words, internal staff can take the necessary measures for problems by directly connecting with ITSM. Currently, diverse innovativetechnologies are being used in electronics and ubiquitous computing environments. This allows us to create a better world by providing the backbone for remarkable development in our human society in the fields of electronics, devices, computer science, and engineering. Following the expansion of IT services in the militaryacquisition sector such as Defense Electronic Procurement, military export/import support system, etc., customers’ dependence on IT for conducting business with the military or related companies is increasing, including the military’s dependence on the same technology for services to the public. Nonetheless, issues pertaining to the simplified/integrated management of complex IT service management systems, including slow system recovery, lack of integrated customer service window, and insufficient information sharing, have become the priority problems that IT managers are required to solve. Therefore, this study conducted research on the integrated management of IT services provided by Korea’s national defense acquisition system, which was developed based on the existing system IT Infrastructure Library (ITIL) v2, and investigated the level of satisfaction with services with focus on ensuring that it can be used for understanding the necessity of the system and its advancement in the future.

SOA(Service Oriented Architecture) 서비스 수준 관리를 위한 ITSM 적용 방안

이영곤(Youngkon Lee) 한국전자거래학회 2007 한국전자거래학회지 Vol.12 No.2

SOA(Service Oriented Architecture)는 시스템 통합 프레임워크로서 그 중요성이 날로 커지고 있다. SOA 프레임워크를 통해 애플리케이션이나 기업 시스템은 보다 융통성있게 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 이상으후 유지할 수 있도록 하는 방안에 대한 연구가 필요하다. 본 논문에서는 SOA의 구현체계로서 웹 서비스 시스템을 채택하여, 필요한 품질 항목들을 ITSM의 관리영역에서 살펴보고, 품질항목의 수준을 일관성있게 유지하기 위해 필요한 새로운 관리체계와 SLA 방법론에 의한 협상/계약 체결에 대해서도 방안을 제시하고자 한다. As a system integration framework, the role of SOA(Service Oriented Architecture) is widening and increasing day by day. The SOA framework enables software applications or computing resources to integrate flexibly and to provide more various business models. But, it is strongly required of SOA service level management for applying SOA in real business world. In this respect, we need a study on method for managing SOA system for keeping higher quality of SOA. This paper provides a new management method for SOA service level by analyzing quality factors in Web services, as SOA implementation, and negotiation/contract according to SLA methodology.