□ Implementation Period

September 1, 2016 – April 30, 2017 (8 months, including 2 months of stabilization)

□ Project Objectives

1. Establish an internal control system through compliance with internal/external regulations and IT quality management framework

2. Systematically integrate IT service management based on ITIL v3, the latest global best practice

3. Design and apply IT service operation management processes to improve the quality of IT service operations

4. Build a foundation to actively manage and improve user inconveniences such as reducing incidents and predicting delivery times for service improvement requests

□ Background

1. Need to apply a new operational management framework suitable for the changed environment after building the next-generation EXIM information system

2. Establish an integrated IT support system based on organization-wide business procedures

3. Support operational efficiency through the implementation of an online service portal

4. Build a governance system based on IT management systems to comply with external control regulations and reorganize internal control frameworks

□ Expected Benefits

1. Minimize user inconvenience through systematic management based on global best practices, reducing incidents and predicting delivery times for improvement requests

2. Increase service satisfaction by providing user feedback at each stage from service request registration to final result confirmation

□ Key Implementation Areas

1. Establish ITSM Standard Processes

- Develop control plans for overall IT operations based on ITIL v3 standard processes

- Provide operational templates using the vendor’s standard methodology and global reference models

- Define standard processes

2. Build ITSM System

- Design IT processes using a workflow engine and provide process-based monitoring functions

- Apply a proven ITSM solution

- Implement processes for request, event, incident, problem, change, release, knowledge, and configuration/asset management

- Develop functions for project evaluation, operational evaluation, annual project management based on SLA, and project adequacy assessment

- Implement performance management and dashboard features

3. Establish SLA Standard Framework and System Integration

- Define standard SLA framework and integrate into the system

- Define service catalog and SLA performance indicators

- Build SLA-related support functions such as automated statistics and report generation

4. Build IT Governance Framework through Integration with Next-Generation IT Management Systems

- Implement integration for meta-management, configuration management, impact analysis, IT asset management, and EAMS

- Develop integration with EAM, electronic approval, and ECM (Enterprise Content Management) systems

- Integrate ITSM configuration information with EAMS system