12 1(2009. 3): 183~204

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. 1. ITSM ITIL . , . .(OGC, 2001). . ITIL . (OGC, 2001). ISO 20000 , (BSI, 2005). (2005) . . , . , (problem) (root cause) . , (known error) . , . (RTO: Recovery Time of Objective) .

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GPM

MNM(Munich Network Management)

,

TINA

(Telecommunication Information Networking Architecture) , TOM(Telecom Operations Map), CIM(Common Information Model) (Feridun et al., 2002; Garschhammer et al., 2001). 1989 ITIL . 1991 (ITSMF: IT Service Management Forum) BSI(the British Standards Institution) 2000 BS 15000 , 2007 ISO 20000 . ISO 20000 , . (availability) , . ISO 20000 , , , . , , (SLA: Service Level Agreement) . , .

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K IT 1 3 2 1 1 1 1 1 2 2 6 1 1 2 4 1 4 12 2 5 3 5 4 2 2 28 24 5 2 1 1 DB /DB WAS DB Web/Was DRM / DNS/ APM SMS PC (FAX, ARS, , TTS) L7 L4 SAN CSU L2 IPS PC 100/20/45Mbps DBMS IBM p690 HP rp7420 HP rp8420 IBM p550 IBM p550 IBM x346 HP rp5470 HP N4000 HP rp3440 HP L2000 HP ML350 HP DL580 HP DL380 HP DL380 SUN V240 IBM x226 SAMSUNG CP30 HP L2000, ES40 CISCO 7206 NetScaler 3050 Alteon AD2 DS16B2 DL3100 CISCO 6509 CISCO 2950 AccessPoint NXG 2000 Sniper A4000 Spamsniper HP FC60, EMC CX700 KT, DACOM SL500, REO 9000 Oracle, NMS , , , , , , KCI, KRM(:) , DB DNS, , CISCO 7206 NetScaler 3050 Alteon AD2 DS16B2 DL3100 CISCO 6509 CISCO 2950 AccessPoint NXG 2000 Sniper A4000 Spamsniper HP FC60, EMC CX700 KT, DACOM SL500, REO 9000 Oracle, NMS

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2. ISO 20000 Gap , . IT , . , , , IT , , , , . ISO 20000(ISO20000-1:2005)

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2 , , , ISO 20000 Gap , To-Be . Gap . ISO 20000 Gap (10) (2) 12 , . , .

CI: Configuration Item, RFC: Request for Change

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, , , , KEDB CMDB , .

3. . , , . ( ID, , ), ( , , K

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), CI , , , . KEDB , ( , , ), , / , ( , ), , , , , , , , . K , , . , , , . , ID, . , , , , , .

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3 . , , . 3 . 1 2 3 , , K , , , , , , , , ,

. , , . , (BIA:business impact analysis) .

A B C ,

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(SLA) () , .

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, , . . () . = () . 1.0, 0.9, 0.8, 0.6 . . = . 96 , 90-95 , 80-89 , 70-79 , 70 5 . , . 1 IT IT , ( ) ,

, , . (BIA) . , .

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6. GPM ISO 20000 . 2005 , , 1 , , 2 , , , 8 (, 2005). , , , . , . , ( , ), ( , , ) . , . ISO 20000 GPM . - : , ISO 20000 . GPM , GPM .

ISO 20000 GPM - / - / - -

- (Activity) - / - -

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- : ISO 20000 . PDCA(Plan, Do, Check, Act) , . ITIL . . GPM /. GPM . ISO 20000 - ISO 20000 GPM

- ISO 20000 // - ISO 20000 - ISO 20000

- - / - - - DB - DB - - (KPI) (KPI) - (CI) - (CI) CMDB , - -

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. ISO 20000 Goodus GPM, K . . ISO 20000 , . GPM ISO 20000 . ISO 20000 , ISO 20000 . K , . . , , . , ISO 20000 , . . , ISO 20000 . , , . , DB . , , DB DB . ,

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. . , . , (owner) , . , . , ISO 20000 K . , . , .

Goodus ITSM , (2007), ISO 20000 ITSM ; GAP , ()Goodus. , (2005), , . BSI, (2005), ISO/IEC 20000-1 Part 1: Specification, BSI. BSI, (2005), ISO/IEC 20000-2 Part 2: Code of practice, BSI. BSI, (2005), PD0015 Assessment Book, BSI. Curtis, Debra, (2005), New Technologies Attempt to Meet ITSM Demands of IT Operations Group, Gartner Report G00131972, Gartner, Inc. Feridun, M., P. Kropf and G. Babin, (2002), A Criteria Catalog Based Methodology for Analyzing Service Management Processes, Proceedings of the 13th IFIP/IEEE International Workshop on Distributed Systems, Operations & Management(DSOM), Lecture Notes in Computer Science(LNCS) 2506, Montreal, Canada, IFIP/IEEE, Springer, October 2002 : 145-156. Garschhammer, M., R. Hauck, B. Kemper, I. Radisic, and H. Schmidt, (2001), The MNM Service Model - Refined Views on Generic Service Management, Journal of Communications and Networks, 3(4): 297-306.

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Gartner, (2002), Dataquest, Gartner. OGC, (2001), ITIL Service Support, TSO. OGC, (2001), ITIL Service Delivery, TSO.

1)

(You Jong An): ()Goodus ITSM . ITSM(Information Technology Service Management) Incident Management . CISA, CPIM, CIA, ITIL Foundation, OCP, SCJP (bers3@kw.ac.kr). (Ki-Yoon Kim): . BCP(Business Continuity Planning) ITRM(Information Technology Risk Management), Journal of Systems and Software, Journal of Information Systems Education, , , , (min1203@kw.ac.kr). (Kwan-Sik Na): . , , ERP , Journal of Systems and Software, , , , IT, JITAM, , University of Alabama in Huntsville Affiliated Professor (ksna@seowon.ac.kr).

204 Journal of Korean Association for Regional Information Society