[2016 ITSM Conference]

Contribution: “A Forum to Discuss the Future of ITSM”

IT Service Management (ITSM) maintains and improves IT service quality through information service innovation and information asset management. It is an activity aimed at providing services that satisfy information system users. ITSM shifts IT resource and service management from a technology-centric approach to a service-centric approach for operating information systems.

At the core of service-centric or customer-centric IT operations management lies Service Level Management (SLA) between customers and service providers. IT service management has evolved from managing IT infrastructure performance at a technical level to delivering services that solve customer problems. It now plays a strategic partner role as a key business resource.

ITSM faces significant threats. However, by leveraging existing knowledge and driving innovation, this moment presents an excellent opportunity for unlimited business growth.

A case that demonstrates this potential is STEG’s E-GENE BSM solution. By implementing the Tenant Service Portal at Incheon International Airport, STEG achieved automation and integration of business management services. This presented a business model that evolved beyond traditional ITSM stages, focusing not only on cost reduction and productivity improvement but also on process enhancement and realization of customer value.

The conference reflects these economic and industrial changes by discussing the future of ITSM under the theme IoT and Data Science. It explores questions such as:

How will services be defined when everything is connected?

Who will be responsible for which services?

How will billing be handled?

How should performance be evaluated?

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