Earticle

초록

영어

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.

목차

Abstract
 1. 서론
 2. 이론적 배경
  2.1 SLA 기반의 IT서비스관리시스템
  2.2 IT서비스관리시스템의 품질
  2.3 IT서비스관리시스템의 관리 기능
 3. 품질기능전개 (QFD)를 이용한 IT서비스관리시스템 품질개선 후보 요인 도출방안
 4. 사례를 통한 실증연구
  4.1 조사대상 및 방법
  4.2 QFD를 이용한 IT서비스관리시스템 품질개선 후보요인 도출
 5. 결론
 참고문헌

키워드

저자

• 정상철 [ Sang-Chul Jung | 충남대학교 경영학부 교수 ]
• 김명숙 [ Myung-Seuk Kim | 한국전자통신연구원 융합신서비스연구팀. ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  JITAM [Journal of Information Technology Applications and Management]

• 간기

  격월간

• pISSN

  1598-6284

• eISSN

  2508-1209

• 수록기간

  1999~2026

• 십진분류

  KDC 005 DDC 005