□ Project Objectives

1. User-Centric Integrated Service Management

- Service level management focused on users

- Establish an integrated IT service response system

2. Integrated & Proactive IT Service Management

- Provide simplified one-stop request services

- Implement proactive service management, including incident prevention rather than post-incident response

□ Background and Direction

1. Background: Need for an integrated service management system for IT resources

2. Direction: Build a system that meets user needs with an efficient IT service response framework while minimizing internal management elements for IT staff (such as change management and service delay factors)

□ Expected Benefits

1. Process Perspective: Standardization and efficiency through integration and improvement of request/processing procedures

2. System Perspective: Resolve difficulties in managing tasks and resource information previously handled manually or in a distributed manner by implementing an integrated system for request processing and resource management

3. Data Perspective: Ensure data accuracy and integrity, and provide objective data on IT operations and performance

4. User Perspective: Deliver simplified one-stop request services for user-centric integrated service management

□ Key Project Areas

1. User Side

- Build an integrated helpdesk from the user perspective

- Enable one-stop IT service request and management

2. IT Management Side

- Establish a unified workflow-based management system for IT service changes, tasks, and incidents

- Manage IT resource status through system-based monitoring

- Server capacity and performance management

- Management of periodic/repetitive tasks

- Provide comprehensive information through an integrated dashboard

3. User Convenience Features