Incheon Global Campus IT Service Management System Implementation

□ Project Purpose: 

Improve work efficiency and enhance IT service quality through automation of informatization tasks.

□ Background

- Need to establish a secure and efficient usage environment through integrated user DB construction and user authentication.

- Need for electronic management of user request handling and incident history, including various fault reports and technical support requests.

- Need to establish processing and management processes for informatization tasks based on international standards.

- Need for efficient utilization of IT infrastructure and seamless linkage between IT and business.

- Need to improve user satisfaction through IT service quality management.

□ Expected Benefits

- Faster user response and reduced processing time through electronic management of IT services, including incident reporting and handling history, user request management, and IT service level management.

- Standardization of IT operations through process design based on international standards and best practices.

- Improved reliability and user satisfaction through online service requests and real-time status management.

□ Process Improvement Goals

- Establish an optimized ITIL-based standard process management system for stable operation and management of IT services at Incheon Global Campus.

- Standardize IT service and request processes to establish a single point of contact (SPOC) for user support.

- Improve user satisfaction through enhanced IT service quality.

□ System Implementation Goals

- Build management functions for six ITIL processes and ten academic administration processes.

- Integrate manually managed information and link related systems to establish a comprehensive IT service management system.

- Implement an IT portal and dashboard for real-time IT service status monitoring.

- Establish a reporting system for service performance by measuring indicators through service level monitoring and developing improvement plans.