Earticle

초록

영어

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 ITO(IT Outsourcing) audit. In this study, we analyze a success case in which ITO audit was applied to IT Service company which was introduced ITSM. Through the analyses, this study aims to propose a feasible and specific approach to institutionalize ITSM. To accomplish the objective, the study analyzed specific methods of application of ITO audit to ITSM’rganization, performance of the project and future directions based on interview and project document/deliverable review. 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 ITO audit in implementing ITSM.

목차

Abstract
 1. 서론
 2. 이론적 배경
  2.1 ITSM(IT Service Management)
  2.2 정보기술 사용
  2.3 정보시스템 감리
  2.4 정보시스템 성과
 3. 연구 모형 및 사례 기업 소개
  3.1 연구 모형
  3.2 사례 기업 소개
 4. ITO(Outsourcing) 감리 모델
  4.1 동부 CNI ITO 감리 Framework
  4.2 대외 ITO 감리
  4.3 대내 ITO 감리
  4.4 감리 결과 보고
 5. ITSM 내재화
 6. ITSM 도입성과 분석
  6.1 서비스 품질 관점
  6.2 정보 품질 관점
  6.3 시스템 사용 관점
  6.4 사용자 만족 관점
 7. 결론
 References

저자

• Heesun Kim [ Dongbu CNI, *CHOSUN University ]
• Kaphoon Lee [ Dongbu CNI, *CHOSUN University ]
• Hyukjang Seo [ Dongbu CNI, *CHOSUN University ]
• Chlumo Gu [ Dongbu CNI, *CHOSUN University ]

참고문헌