Customer : Basic Science Research Institute
Project period : 2014.12.12 ~ 2015.06.10 (7 months)
Established in 2011 under the “Special Act on the Creation and Support of International Science Business Belt,” the Institute for Basic Science has established a five-year plan to secure a national base for basic science, with the goal of creating a core foundation for basic science. As the five-year plan was implemented year by year, the need for expanding systematic service support increased as the size of the research institute and the number of researchers in the institute continued to increase, and the project to establish a global IT service management system was promoted to address the immediate challenges of researchers’ multinational globalization and entry into a global research institute. Through this project, the IBS established a global standard process system based on ITIL and laid the foundation for a researcher-led IT service operation system through the use of an ITSM system that supports it, inducing continuous improvement of internal IT service satisfaction and establishing a basic environment for entering a global research institute.
Establishment of ISO20000 standard-based IT business processes and IT service management system
– Receive various SRs (service requests) → Systematically redistribute processes → Provide researcher-led IT service operations
– Establish efficient business processes for service requests, failures, issues, changes (infrastructure, applications), configuration management, etc.
– Provides systematic status and change management by CMDBing the configuration information of IT information systems
– Provide organizational control over infrastructure and application changes from request to completion
– Provide real-time monitoring and control of IT service status and information systems
Build an IT service portal
– Build an optimal IT service portal to improve convenience and service satisfaction for IT service users
– Provide quick and easy service requests and status information
– Evaluate the satisfaction of service requests to improve service quality and drive user satisfaction
Service Level Management
– Effective unified management and monitoring of service level agreements (SLAs)
– Collect and analyze SLA performance data
– Evaluate and monitor SLAs
– Control IT outsourcers with SLAs and drive voluntary improvements in service levels
