GC Green Cross introduced “ITSM” (branded as IT-SM) in May to establish an efficient IT service management system across its affiliates.

Developed in collaboration with STEG, the system complies with ITIL (IT Infrastructure Library), an international standard for IT service management. The service scope includes GC Holdings and 13 affiliates, covering approximately 3,500 employees.

The primary goal of adopting ITSM was to unify IT service request processes across affiliates and create an efficient management framework. ITSM automatically assigns responsible personnel when service requests are submitted, improving workflow speed and service satisfaction.

Recently, many companies have adopted ITSM as the foundation for digital transformation, integrating AI and Robotic Process Automation (RPA) to automate repetitive processes.

However, initial implementation often faces challenges, such as low satisfaction rates (around 10%) due to adaptation issues. In contrast, GC Green Cross achieved a satisfaction score of 4.9 out of 5 just one month after implementation, indicating strong early success.

Song Ho-Young, IT Unit Head at GC Green Cross, stated:

“While the high satisfaction score is reassuring, we acknowledge there is still room for improvement. We will continue refining the management system to deliver service quality that meets operational needs.”

GC Green Cross plans to leverage ITSM-generated data to accelerate IT process improvements.

The company explained:

“Analysis of previously phone-based inquiries revealed that about 36% of requests were simple queries. We plan to convert these into FAQs or integrate them with chatbots to reduce developers’ workload.”

Another key reason for adopting ITSM was to strengthen compliance with the Internal Accounting Control System, which ensures reliable financial reporting and disclosure. Since last year, listed companies with assets exceeding KRW 2 trillion have been subject to audits related to this system.

IT organizations are considered critical resources, requiring separation of development and deployment roles, mandatory pre-deployment testing, and documented results for stable operations.

GC Green Cross’s ITSM enables clear visibility of workflows, efficient task allocation, and streamlined processing. This ensures compliance with IT control processes mandated by internal accounting regulations while enhancing deployment stability.

Song emphasized:

“Using ITSM, we will implement the PDCA cycle—Plan, Do, Check, Act—to continuously improve IT service efficiency.”

Additionally, GC Green Cross will expand RPA, initially applied to accounting and finance, to all business areas from this month through November.

In response to the contactless era driven by COVID-19 and similar challenges, the company aims to provide flexible work environments and establish systems for rapid communication and collaboration.

To achieve this, GC Green Cross will align with its corporate culture slogan, ‘Fast, Young, Strong’, and implement the ‘3 Any Workplace’ concept—Any Where, Any Time, Any Device.