DEMATEL과 ANP 기법을 이용한 SIAM 프레임워크의 핵심 프로세스 도출 연구

Recently, business departments try to respond to market changes by introducing cloud services. However, if the introduction of services by the business department increases, similar services may be introduced in duplicate and internal IT services and external services cannot be integratedly managed. In the UK, Service Integration and Management(SIAM) framework has been established to manage both internal and external IT services in an integrated manner. However, since there is no guidance on which process to start with and how much to concentrate on each process when introducing the SIAM for the first time, many trial and error and difficulties are expected. In this paper, we analyzed the influence relationship between SIAM processes and derived the core processes by using DEMATEL and ANP. When introducing the SIAM framework early on, we expect it to be an efficient introduction if we introduce the core processes extracted in this research first.