Journal of Information Technology Applications and Management

Korea Data Strategy Society (한국데이터전략학회)
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An Exploratory Case Study on the Implementation of IT Infrastructure Library(ITIL) Service Management System

IT Infrastructure Library(ITIL) 서비스관리 시스템 구축과 효과에 관한 탐색적 사례연구

  • 안준모 (건국대학교 경영대학 경영정보) ;
  • 함유근 (건국대학교 경영대학 경영정보) ;
  • 김현명 (동부CNI(주) 품질지원팀)
  • Published : 2008.12.31
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Abstract

Increasing number of corporations applies IT service management systems to optimize IT service delivery and support processes. For this reason, implementation experiences and effect of IT service management system are growing concerns for IT managers and researchers. This case study analyzes implementation experiences on an ITIL based service management systems in an medium sized corporation. The exploratory case analysis revealed that systems and service quality were improved from the implementation. This study will contribute to the successful implementation of IT service management system and developing a research model of IT service management process.

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