□ Project Purpose

Rebuild the outdated system into an IT Service Management System to integrate information and functions dispersed across multiple systems and reflect embedded IT service management processes into the system, thereby advancing the IT service management framework.

□ Background and Necessity

- Continuous growth of the institute has led to increasing IT service demands, and the complexity of requests has risen due to the construction of various information systems.

- To provide transparent and prompt IT services and continuously improve the IT service management framework, it is necessary to establish service operation procedures based on ITIL V3 and a system based on ISO/IEC 20000:2011 processes.

- Due to the absence of an IT service management system, a framework for history management of increasing service requests is needed, along with proactive incident prevention through timely response and incident analysis.

- Build a system for integrated and systematic management of Service Level Agreements (SLA) between internal and external organizations to improve service levels.

- Establish a monitoring system for internal and external networks and servers to enable immediate recovery and preventive measures in case of incidents.

□ Project Scope

❍ IT Service Management System Implementation

- Analyze the current status of IT service operations and derive improvement directions through gap analysis considering advanced success cases, then establish execution plans.

- Define and design IT service management processes suitable for the institute based on IT infrastructure cases and build the system.

- Create and manage a problem history database (Knowledge DB) and implement release management and history tracking for system changes to ensure rapid and effective response to IT service requests. 

- Build an integrated dashboard for real-time service and operational status management.

- Develop an SLM system and KPI indicators tailored to the institute.

❍ Standardization of Processes Based on International Certification (ISO 20000)

- Diagnose current operational processes and derive improvement plans based on ITIL V3.

- Build a system that systematically manages information systems based on ITIL service management concepts, enabling transparent, prompt, and efficient service support for users.

- Establish operational processes according to ISO 20000 standards.

❍ ITSM Portal System Implementation

- Build the system based on a standard framework.

- Integrate information with the institute’s systems (EAMS, MIS, NMS, SMS, etc.).

❍ ITSM System Implementation 

 □ Expected Benefits

❍ Enable rapid service delivery for user requests and incident reports through SLA compliance and service desk operation.

- Improve productivity through prompt and systematic support for information system users.

- Enhance work efficiency and strengthen support through functional improvements.

❍ Establish a transparent, efficient, and continuously improving IT service operation and management framework through standardized IT service management system implementation and operation.

❍ Improve IT service efficiency through problem management, configuration management, and change management.

- Strengthen customer satisfaction through SLA management and accountability for operational management to ensure continuous service improvement.

❍ Record and manage incident information by monitoring the institute’s network and servers in real time, enabling immediate recovery and preventive measures.