[논문]Building up an IT Service Management System through the ISO 20000 Certification

Park, Jung-Hoon; Kim, Hwan-Min

doi:10.5865/ijkct.2012.2.2.031

Building up an IT Service Management System through the ISO 20000 Certification 원문보기

Park, Jung-Hoon (Department of Overseas Information, KISTI) , Kim, Hwan-Min (Department of Overseas Information, KISTI)

This study prepared a foundation to provide high-quality services in a stable and effective way to meet the customer expectations, by building up and establishing an ISO 20000 certified IT service management system and protecting the information assets from various threats through effective system operation that meets the requirements of international standards, in order to ensure the reliability and stability of NDSL public services provided by KISTI Information Service Center and to enhance the customer satisfaction.

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가설 설정

Third, a preliminary screening is performed before regular review for the following purposes: to understand the company's operation and the subject or service to be reviewed, and to shorten the screening period accordingly and substantiate of the screening program, to check the applicant's preparation and to save the applicant's cost and efforts and the reviewer’s time by rejecting inadequate applications, and to provide the reviewed with opportunities to correctly understand and practice the standards. The preliminary examination focuses on verifying whether the quality system is substantially operating.

제안 방법

Major process steps: Reception and recording register all incidents reported to the service desk by phone or e-mail, including those detected through the operator's inspection and monitoring activities. Classification and initial support classify the received incidents based on the defined criteria, and carry out initial actions after comparing them with the records about the previous incident handling and the known errors. Investigation and diagnosis investigate the incident to ensure prompt service recovery and suggest a fundamental or a tentative solution.
Major process steps: Reception and recording register all incidents reported to the service desk by phone or e-mail, including those detected through the operator's inspection and monitoring activities.
Major process steps: Availability planning sets the target value for service availability to maximize the availability of IT services and meet the business needs, and to establish the management plan. Next, availability data monitoring and report checks whether the established availability level is met, to conduct the maintenance activities predefined according to the availability management plan, and to report the results. Lastly, availability improvement implements the availability improvement plans established at the time of setting the target for improving the system and service availability, and to implement the improvement plans if, as a result of regular analysis, it deems necessary to improve the availability.
Major process steps: Planning establishes improvement plans by carrying out performance tests for the service continuity and analyzing and reviewing the matters found necessary to be improved as a result of the test. Performance testing carries out tests according to the performance test plan, analyzes the results, prepares the report, and establishes improvement plans based on the analysis results. Lastly, emergency recovery recovers the system and services according to the service recovery procedure using backup files, and resumes normal services.
Third, a preliminary screening is performed before regular review for the following purposes: to understand the company's operation and the subject or service to be reviewed, and to shorten the screening period accordingly and substantiate of the screening program, to check the applicant's preparation and to save the applicant's cost and efforts and the reviewer’s time by rejecting inadequate applications, and to provide the reviewed with opportunities to correctly understand and practice the standards.
This activity is to monitor the services based on the determined SLAs, to collect reliable data, prepare the monthly service level report, to conduct the service review meeting based on the prepared SLA report to evaluate the service level, and collect the customer’s opinions about the service.
This process is to suggest solutions to the faults for which causes have not been identified, among those arising during the service operation, and to provide the procedure required for fault analysis and prevention. It shall be managed separately from the incident management process.
This process of obtaining certification requires the following actions: analyze the current status and cases of NDSL service management system based on SOP, establish plans to apply the analysis results, establish an improved NDSL service management system based on ISO 20000, establish ISO 20000/9001/10002 application strategies and implementation plans, and distribute roles for settling down ISO 20000-based NDSL service management system among organizations.

성능/효과

Third, protect the information assets from threats. Fourth, foster workforce through education and training and ensure the service provider to make every effort to improve the service quality. Last, but not least, ensure that each and every member of the staff of the Information Service Center understands, practices, keeps, and improves these objectives.
Third, each department head/team leader shall be responsible for preparing and maintaining the service management plans for services the department/team provides, and has the responsibility and authority to divide duties to members of the department/team according to this Manual and the standard process and to perform education/training for them to conduct their duties. He or she shall also be responsible for executing the service management plans for the services, managing the personnel and resources in charge of the corresponding services, and coordinating the corresponding service management processes.

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구성항목	기본정보 상세정보 관리번호, 논문명, 저널/프로시딩명, 저자 , 발행년, 권, 호, 시작페이지, 끝페이지, 발행기관 관리번호, 논문명, 대등논문명, 저자 , 저널/프로시딩명, 발행기관, 발행년, 발행언어, 권, 호, 시작페이지, 끝페이지, ISBN, ISSN, 주제분야, 키워드, 초록(한글), 초록(영문), 저자(소속기관)
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Building up an IT Service Management System through the ISO 20000 Certification 원문보기

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