□ Background and Purpose

A. Improvement of IT Infrastructure Monitoring System

- Issues have arisen due to aging of the existing data center IT infrastructure monitoring system, such as decreased service availability, increased risk of failures, and inability to accommodate additional monitoring due to saturation.

- Growing demand to expand monitoring scope beyond systems and networks to include DB, WAS, virtualization, and redundancy in case of IT infrastructure failures.

B. Improvement of Data Center Operation Management System (ITSM)

- Insufficient ITSM standard processes and increased complexity due to highly segmented work categories.

- Inability to provide flexible service management due to frequent organizational and process changes.

- Need to redesign configuration management and improve operational efficiency through system design based on processes.

C. Integration with Other System Interfaces

- Need for integrated information management of Cloud and Non-Cloud infrastructure.

- Unified management of service operation indicators.

□ Project Scope:

A. AS-IS analysis (current processes and systems) and GAP analysis

B. Advanced case studies analysis

C. Solution analysis and verification

D. BMT (Benchmark Test) execution

E. Preparation of proposal for implementation

F. Design of TO-BE model (including CMDB configuration plan)

G. Identification of future tasks and roadmap

□ Expected Benefits

A. Innovation and Improvement of Customer Response System

- Comprehensive handling of customer inquiries and rapid incident recovery and response.

- Objective measurement and status reporting of IT service delivery processes.

- Establishment of continuous improvement and support systems for IT services.

B. Strengthening IT Service Capabilities and Improving Operational Efficiency

- Development of a framework to secure expertise among IT operations personnel and improve internal staff satisfaction.

- Establishment of IT service information sharing systems.

C. Enhancing Internal and External IT Service Competitiveness

- Minimize expansion costs in response to increased internal and external services.

- Reduce maintenance costs.

- Strengthen competitiveness in external IT service business.

D. Improving External Credibility and Customer Satisfaction

- Compliance with international standards and reinforcement of implementation guidelines.

- Improvement of customer satisfaction with IT services.