Abstract
In maintenance and operation of information system, it is extremely difficult to crimp operation mistakes and troubles completely. Program developers and maintenance operators have modified cause in case of trouble, and have improved feedback on review, however, mistakes and troubles have still occurred. Besides, we have gone to a great deal of trouble to post handling and explaining to client. To break down those situations, the operation section the writer belongs to applied "Time-series Thinking Framework", moreover, succeeded in picking out thoroughly any chronology of situations before and after the incident. However, as for countermeasures later, we made use of tree diagram, matrix diagram, 5 Whys analysis, and Mind Map^[○!R] etc, we couldn't determine proper root cause, because most of members included offshore members haven't experienced enough quality management. Therefore, we used TRIZ and SCAMPER, which are new-products development and the method for idea, and then devised "SAFETY Framework". This is the method to consider countermeasures of compulsory association in IT service management. In addition, it is available if members wouldn't have any knowledge about quality management and experiences, so I make a suggestion below. This paper shows a way of thinking about "SAFETY Framework" and a improvement example of maintenance and operation to which "SAFETY Framework" is applied.
