서비스 요청 관리 프로세스 개선을 통한 IT 운영비용 최적화 방안

A Cost Optimization Model of IT Operation Service by Improving Service Request Management Process

&nbsp;&nbsp;Recently, researches on IT Service Management (ITSM) for improving information system operation service and information system outsourcing cost estimation model are proliferating. This study suggests a new cost model of IT operation service and optimizing method based upon the characteristics of operation service as a long-term and continuous business service for both user’s and service provider’s point of view.<BR>&nbsp;&nbsp;This study explains the cost optimization model of IT operation service by improving service request management process, such as adequate reception and control, proper valuation, process management using project management methodology, effective organization and time management of service personnel. Especially in this study, service ability improvement effect and fixed operation cost reduction effect are defined to prove the proposed new cost model.