Hana Card SR Management System Improvement Project

□ Project Objectives

1. Prevent IT failures/incidents and enhance satisfaction for IT personnel and business users by implementing an SR management system that is easy and convenient for business users, incorporates standardized and automated processes, and is based on quality.

□ Background

1. Need for a flexible system to apply changes in Hana Card business processes and procedures

- A system that allows Hana Card IT personnel to modify changes

- An environment that supports easy development and expansion of new features while minimizing maintenance costs

2. Need to establish workload definition and cost estimation standards for rational effort and cost calculation

- Establish objective standards for calculating IT development workload and cost estimation system

- Implement cost simulation for rational effort estimation

3. Need to improve IT satisfaction through a user-friendly interface

- Screen layout and interface that can be used easily without separate training

- Minimize user input and selection items, and provide convenience through an integrated dashboard

□ Expected Benefits

1. Improve efficiency by building a system that is easy to modify and expand

- Reflect changed roles and procedures after system integration

- Apply new requirements and changes internally without additional costs

2. Enhance IT service quality

- Improve IT service quality by applying standardized IT development procedures

- Prevent IT incidents by controlling arbitrary processing and transfers

- Calculate appropriate effort and costs and enable flexible operation of IT personnel

3. Increase business user satisfaction

- Eliminate inconvenience for business users with screen layouts that require no training

- Improve efficiency of IT development request tasks by adding various convenience features

- Prevent delays in SR processing to avoid missed deadlines and improve IT satisfaction