Korea Institute for Advancement of Technology (KIAT) IT Service Management (ITSM) System Implementation

□ Project Goal

- Establish a basic framework for stable IT service operations and IT service quality improvement after building the IT Service Management System.

ㅇ Build a system that can manage the details and history of processing IT service-related requests and notify users of the results.

□ Implementation Strategy

- Collaboration Framework: Utilize cooperation among IT service providers, user departments, and IT outsourcing partners, and operate a TF team.

- Maximize Efficiency: Build a standardized IT service management system that helps improve practical work efficiency for KIAT internal employees.

□ Background and Necessity

- Legal Framework: At the government level, guidelines for systematic and integrated management of information resources and efficient operation of information systems were established (December 2005) and the law on efficient introduction and operation of information systems was enacted (July 2006).

- Standardization: Need to redefine and systematize informatization task processing and management processes based on international standards to accommodate integration and expansion of business systems.

- Need to build an IT service management system for efficient operation, management, and planning of continuously increasing informatization-related tasks.

ㅇ Establish a management system for user requests, improvement handling status, and detailed execution by IT service providers.

ㅇ Secure objective data for appropriate staffing and cost estimation when planning IT resource acquisition.

□ Project Scope

- Reflect results from previously conducted IT service management procedure consulting.

- Design, develop, and test the system according to IT service management processes.

ㅇ Redesign detailed processes for each area to be executable, considering the proposed solution’s characteristics and KIAT’s organizational specifics.

ㅇ ITSM system scope includes: Service Desk, Incident Management, Problem Management, Change Management, Release Management, Configuration Management, and Service Level Management.

□ Expected Benefits

- Ensure transparency in IT service management and establish an operational framework that enables continuous improvement through standardized ITSM system implementation and operation.

- Improve customer satisfaction by enhancing SLA management and accountability for IT service operations.

- Secure system stability for IT infrastructure and ensure reliability and safety of IT services through systematic monitoring.