□ Project Objectives

1. Redefine and systematize the processes for handling informatization requests and responses, which have so far been managed based on conventions and experience, by adopting international standards.

2. Formalize all information processing procedures and maintain history records to establish a clear business handling system, and improve IT service quality through goal setting and measurement.

□ Background

1. It is necessary to build an IT service management system to enhance operational efficiency and improve the quality of IT services within the organization.

2. The scope of work includes consulting for IT service process establishment, dashboards, integration with monitoring systems, and building IT service processes based on international standards.

□ Expected Benefits

1. Innovation and Improvement of Customer Response System

- Operate a single point of contact (SPOC) for service desk to provide comprehensive customer inquiry handling and rapid incident recovery and response.

- Enable objective measurement and status reporting of IT service delivery processes.

- Establish a system for continuous improvement and support of IT services.

2. Strengthening IT Service Capabilities and Improving Operational Efficiency

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

- Establish a system for sharing IT service information.

3. Enhancing External Credibility and Customer Satisfaction

- Ensure compliance with international standards and strengthen implementation guidelines.

- Improve customer satisfaction with IT services.

□ Key Implementation Details by Area

1. Implementation of ITSM Based on Processes Optimized for Organization’s IT Service Operations

- Provide an optimal ITSM system by faithfully reflecting ITSM consulting results.

- Utilize proven vendor methodologies verified through multiple projects.

- Build an ITSM system that meets user and business requirements through source-level customization.

2. Establishment of Efficient Resource Management System through Integrated CMDB

- Build a CMDB that integrates with EMS and allows easy structural changes.

- Display relationships between CIs to intuitively assess impact during changes or incidents.

- Design CMDB in alignment with EAMS standards to ensure consistency after future EAMS implementation.

3. Automation and Operational Convenience through Integration with Other Systems

- Integrate with external customer request (VOC) systems to unify customer channels.

- Support automatic ticketing by linking defined key events from monitoring systems (EMS, APM, etc.).

- Trigger alerts via SMS, email, or messenger server integration when necessary.

4. Management Dashboard for Intuitive Understanding of IT Service Operations

- Display statistical information such as receipt, processing, and completion by process stage to provide a clear overview of IT service operations status and performance.