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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 저널정보
- (주)엘지씨엔에스(구LGCNS엔트루정보기술연구소) Entrue Journal of Information Technology Entrue Journal of Information Technology Vol.4 No.1
- 발행연도
- 2005.1
- 수록면
- 51 - 65 (15page)
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Recently, many companies have been faced with challenges like aligning IT with business needs, reducing costs and meeting more sophisticated requirements and customer expectations. This is mainly because technology-oriented way of IT management has a limitation in responding to lots of current IT challenges as quickly as possible. To meet the contradictory needs of both improving IT service quality and reducing IT cost, IT organizations need to be more flexible and effective.In this study, we propose a comprehensive IT Service Management (ITSM) model. While developing this model, we reviewed vairous literatures about definition of ITSM as well as development approaches of ITSM model in global firms. Along with this literature review, we introduced a customer-centric ITSM process model and the development approach by stages. We also applied this customer-centric ITSM model to one of LG affiliates to validate the serviceability of this model and to gain in-depth insights on how to improve this model. This paper provides theoretical background of ITSM and suggests practical guidelines for developing and implementing ITSM model.
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