원문정보
A Study on IT Service Management Based on ITIL with Consideration of IT Governance Structures : Focused on A Case Study of Manufacturing Company
초록
영어
Unknowingly, the relationship between IT departments and their internal customers becomes that of client-supplier based on the mechanisms of marketing and competition. In addition, due to enhanced focus on the customer in the planning, development, and delivery of information service, IT service management(ITSM) has become increasingly important. These days IT management is focusing particularly on the 'de-facto' standard ITIL (IT Infrastructure Library) for implementing ITSM. It is linked as a part of CobiT’s 'deliver and support' domain, which is a framework of IT governance, and ISO/IEC 20000 is a unique international certification standards on the ITSM. This paper proposes the strategy and procedure for ITSM implementation based on ITIL with consideration of IT governance structure for manufacturing industries. It also presents a case study to share the lessons learned and results of an ITSM project.
목차
1. 서론
2. 연구에 관한 이론적 배경
2.1 IT 거버넌스
2.2 CobiT
2.3 ITIL
2.4 ITSM
2.5 ISO/IEC 20000(ISO 20000)
3. 연구의 내용
3.1 IT 거버넌스 도입 전략
3.2 IT 거버넌스와 ITSM
3.3 ISO 20000
3.4 ITSM 도입 방안
4. ITSM 사례 연구
4.1 추진배경
4.2 추진목표
4.3 추진범위
4.4 추진 절차 및 주요 내용
4.5 추진효과
4.6 사례분석을 통한 시사점
5. 결론
6. 참고문헌