LINA Life Insurance ITSM System Implementation

□ Project Objectives

- To derive practical IT Standard Operation Processes considering LINA Life Insurance’s IT operating environment and implement an automation system to maximize IT operational efficiency and establish a foundation for quality management.

□ Background

- The need for efficient management and control of standardized processes to accommodate continuous infrastructure growth and demands for human/physical management systems.

- The need for standardized processes and automation systems to reduce human error through IT operational process control and respond to business changes.

- The need to improve user convenience by integrating SR (Service Request) intake channels received through various channels.

□ Expected Benefits

- Improve user IT satisfaction by providing an integrated SR intake portal and standardized operational processing.

- Minimize incidents through standardized process control.

- Provide an automated environment for IT resource forecasting/management tasks and internal/external reporting and audit requests, eliminating unnecessary resources.

- Facilitate change tracking in case of issues through linkage between SR and change/configuration management.

□ Key Business Areas

◆ Assessment of LINA Life Insurance IT Operations

- Establish practical IT processes considering current IT operations.

- Detail the scope of ITSM system implementation.

- Develop an ITSM roadmap for phased application.

◆ ITSM System Implementation

- User Area: Implement an IT portal for a single intake point and statistics.

- Operational Area: Automate IT operational processes with traceability and control through inter-process linkage.

- Analysis/Statistics Area: Implement a dashboard providing comprehensive information for IT decision-making.