□ Project Objective

Through the reconstruction of ING Life’s ITSM system, the goal is to achieve visibility, control, and automation of IT services, providing efficient and stable IT services. Ultimately, this aims to establish an IT service management framework centered on business–customer–service value by building an optimized ITSM system for ING Life.

□ Background

- Increased risk to IT service stability due to the end of technical support for ING Life’s current enterprise ITSM system

- Need for flexible and rapid response to requirements from business units and IT users

- Need for an operational/support system that enables continuous functional improvements through a stable maintenance framework

□ Expected Benefits

- Secure stability and strengthen capabilities to support core business through improvements based on proven best practices for IT operations processes

- Ensure transparency and visibility in IT service operations through consistent process information

- Provide control points for continuous feedback and monitoring, establishing a foundation for ongoing service improvement

□ Key Project Areas

- Business Users: Single point of contact for service requests, convenient request status monitoring, and IT knowledge management

- IT Users: Automation of IT operations processes with tracking and control of process-specific handling status

- Management: Dashboard providing key indicators and operational status information related to IT operations