In 2012, during the implementation of a next-generation academic administration system, Seoul National University established an IT governance framework in 2011 and became the first university in Korea to implement ITSM in 2012.

This was done to enable rapid response to unexpected incidents, accommodate diverse IT requirements with limited operational staff, and effectively manage the surge in IT resources.​

Subsequently, through in-house development, the university built a network resource management system to support nearly 50 types of IT service operations. Currently, it processes approximately 100,000 service requests annually across 16 IT services using the IT Service Management System, network resource management system, and rental management system.

​

As part of this process, the university aimed to improve aging systems, integrate distributed platforms, and build a unified platform for future expansion into general business services, leading to the successful implementation of a new ITSM system.