ITSM의 진화, 비즈니스중심의 통합서비스관리(BSM)

The 10th ITSM Conference 2015, co-hosted by ETNews and the Korea IT Service Management Forum (itSMF), successfully concluded on August 27 at the Sheraton Hotel.

Held under the theme “Intelligent Data Center and ITSM,” this conference presented solutions on how to apply ITSM-based technologies to enterprises by introducing major trends in the domestic ITSM market and showcasing STEG’s corporate implementation cases aligned with these trends.

● Part1] Business Service Management for Enterprise

Lee Jung-je, Team Leader at STEG, emphasized that ITSM (IT Service Management) is evolving beyond traditional IT services toward “Business-Centric Integrated Service Management (BSM)” to enhance customer value.

[Figure 1] Evolution toward “Business-Centric Integrated Service Management”

In line with this evolution trend, STEG introduced its BSM solution, E-GENE BSM, which supports business-centric integrated management.

[Figure 2] Structure of E-GENE BSM Solution

As a case study, Incheon International Airport, winner of the 2015 ITSMF Award, was recognized for its successful implementation of BSM through the project “Evolution of Tenant Services at Incheon International Airport.”

To provide advanced tenant services befitting the world’s best airport—ranked No.1 in the Airport Service Quality (ASQ) evaluation for 10 consecutive years—Incheon Airport established a Tenant Service Center to integrate individual service reception points and deliver one-stop services.

The project also implemented customer-centric service process improvements and standardization, simplified application forms and procedures, and introduced innovative measures through STEG’s E-GENE BSM solution, resulting in the development of a Tenant Service Portal.

This laid the foundation for efficient integrated management of tenant services based on workflow.

Through the Tenant Service Portal, tenant service management tasks were automated, and real-time monitoring of service operations became possible.

By successfully internalizing a PDCA Life Cycle-based service improvement framework, the project achieved measurable benefits such as reduced service delays leading to labor cost savings, and significantly improved satisfaction among over 40,000 tenants.

[Figure 3] Case of Efficient Integrated Management of Tenant Services Portal Based on BSM at Incheon International Airport

● Part 2] Realizing IT Governance Based on ITIL v3 ITSM

Min Chang-seon, Senior Manager at STEG, presented the evolution toward building governance frameworks that support enterprise business, based on ITSM embedded with ITIL v3.

Many companies recognize ITSM as an essential system for establishing governance frameworks and are rapidly adopting ITSM-based governance systems.

However, questions remain: How can ITSM serve as the foundation for implementing complex corporate governance frameworks?

STEG provided answers through implementation cases at Company S and K Bank, demonstrating practical solutions.

[Figure 4] Evolution of Governance Systems: Case of Company S Governance Through System Integration

As shown in ITSM trends and corporate implementation cases, STEG continues to create new trends in the ITSM market by meeting enterprise needs through advanced technology and strategic business approaches.

How has STEG been able to anticipate, prepare for, and meet these changing business environments and market needs?

The answer lies in STEG’s strategic approach and its proprietary E-GENE solution suite, powered by the core technology of a Powerful Workflow Engine.

STEG’s Powerful Workflow Engine enables even the most complex organizational processes to be easily designed, applied, and modified, fulfilling not only governance needs but also BSM requirements. This is why STEG possesses the key technology and solutions to lead this evolution.

Download Presentation Materials

◈ STEG – Business Service Management for Enterprise

◈ STEG – IT Governance Based on ITIL v3 ITSM

◈ Full Presentation Materials – 2015 ITSM Conference

◈ View STEG Case Studies