□ Project Objectives

- Establish an IT operations framework based on the IT service standard process model (ITIL)

- Build an integrated IT service management system

- Operate service personnel based on process-driven management

- Implement performance measurement and establish an SLM foundation

- Create a knowledge-based operational system through knowledge accumulation and utilization

□ Background

- Need to improve the environment for objective measurement of IT service quality and productivity (build a quantitative indicator management environment)

- Need to shift to a customer-centric IT service management framework

- Need to introduce processes and systems for standardization of development and operations

□ Expected Benefits

- Quantitative measurement and management of IT service quality and productivity

- Improved transparency in IT service and integrated maintenance contracts

- Establishment of comprehensive IT service processes to enhance process maturity

- Secure a foundation for knowledge accumulation and strengthen utilization

□ Key Project Areas

◆ ITSM Framework Consulting

The project scope includes defining IT service management processes through ITSM framework consulting, implementing systems to support these processes, and applying them to IT service delivery organizations to create a structured IT service management environment.

◆ Consulting Scope

- Derive TO-BE process models based on ITIL:

. Request Management (SD), Incident Management, Problem Management, Configuration Management, Change/Release Management, Service Level Management, Continuity Management, Availability Management, Capacity Management

. Service Catalog configuration

. Develop optimized KPIs based on improvement models

- Propose optimization plans for ITSM framework operations based on TO-BE models:

. Define R&R for each process

. Provide training for ITSM administrators and users

. Establish and support ITSM internalization master plan

- Support IT service management system implementation:

. Design and review systems optimized for TO-BE process regulations, procedures, and guidelines

. Validate ITSM system deliverables (testing)

◆ ITSM System Implementation Scope

- Service Implementation Scope

. Request Management (SD), Incident Management, Problem Management, Configuration Management, Change/Release Management, Service Level Management

. User Portal, Integrated Dashboard, Knowledge Management, Reporting, Statistical Services

- Integration with Existing Systems

. Monitoring System (EMS) integration

. Asset Management System (ITAM) integration

. Groupware, HR information, SMS integration

. Integration with group affiliate application CSR system (SLA indicator management linkage)

- Consider integration with new groupware portal (scheduled for launch in H2 2017)