정보기술서비스관리에서 가장 중요한 사항은 중단 없는 서비스를 제공하는 것이며, 하위요소 중 하나인 인시던트(incident) 관리 프로세스가 인시던트를 효율적으로 관리함으로서 이를 가능하도록 지원해 준다. GPM(Goodus Project Method)은 ISO 20000에 기반을 두고 Goodus에서 개발한 정보기술서비스관리 방법론으로서, 본 논문에서는 K기관의 인시던트 관리 사례연구에 이를 적용하였다. 구체적인 연구결과를 요약하면 다음과 같다. 첫째, 정보기술서비스관리 관점에서의 인시던트 개념을 체계적으로 도출하였다. 둘째, K기관 정보시스템의 인시던트 관리 프로세스에 GPM을 실증적으로 적용하였다. 셋째, GPM의 적용 효과를 분석, 설계, 구현 단계별로 파악하였다. 넷째, ISO 20000에 기반 한 인시던트 관리 프로세스를 구현하는 구체적인 실무절차를 제시하였다.
In information technology service management, it is important to provide ceaseless service. Incident management process is able to support continuous service through efficiently managing incidents. GPM(Goodus Project Method) by Goodus Corp. is the common project method based on ISO 20000. In this study, it was applied for K institution. The results of this study are as follows. First, it was proposed systematically the concept of incident in terms of information technology service management. Second, it was applied GPM to a information system of K institution for incident management process through empirical analysis. Third, it was founded the effectiveness of GPM application in the perspective of process, system, project. Fourth, it was suggested the approach to implementing incident management process on the basis of ISO20000.
In information technology service management, it is important to provide ceaseless service. Incident management process is able to support continuous service through efficiently managing incidents. GPM(Goodus Project Method) by Goodus Corp. is the common project method based on ISO 20000. In this study, it was applied for K institution. The results of this study are as follows. First, it was proposed systematically the concept of incident in terms of information technology service management. Second, it was applied GPM to a information system of K institution for incident management process through empirical analysis. Third, it was founded the effectiveness of GPM application in the perspective of process, system, project. Fourth, it was suggested the approach to implementing incident management process on the basis of ISO20000.