□ Background and Purpose

By building an ITSM system to be applied to Hanwha General Insurance’s ITO operations, the goal is to establish an integrated governance framework for ITO operational services and secure a support system for SLA performance management.

□ Project Scope :

A. ITSM Implementation

- Service Desk

- Service Level Management

- Dashboard

- IT Service Operation Processing

- IT Service Delivery

B. Productivity Management Implementation

- Effort Management

- Scale Management

□ Expected Benefits

A. Establish a rapid support system for ITO projects

B. Secure a performance management framework for each service to enable continuous IT service improvement

C. Establish an IT service support system that supports ongoing expansion and growth