Abstract
In our previous studies, we analyzed maintenance and operation activities of the information system at a polytechnic college from the viewpoint of ITIL, and showed that those results were closely related to IT service management along with a strategy of the organization and users' needs. In this case study, we analyze IT service management from both viewpoints of strategies of organizations and users' needs. First, we draw a strategy map and evaluation indicators from maintenance and operation activities of the information systems at a polytechnic college referring to the balanced scorecard approach. Then we examine processes of ITIL to realize the strategy. From these results, we consider the details of the strategy of the information system, users' needs and IT service management.
