IT Service Management (ITSM)

IT Service Management (ITSM) refers to any aspect of the management of IT service like Planning, Delivery, Support, Security and ICT infrastructure needed for provision of quality customer service. The satisfaction of business and customer requirement is the core principle on which ITSM success is based, issues and expectations of business managers are closely aligned with the objectives and deliverables of IT management.

STQC Registered as Certifying Organisation (RCB) for ISO/IEC 20000-1

STQC has been registered as Certification Body (RCB) by IT Service Management Forum (itSMF) which permits it to assess applicant organizations against ISO/IEC 20000-1.

STQC is also the first certification body to achieve accreditation of ISO/IEC 20000-1 certification scheme from RvA.Netherland based on ISO/IEC 17021:2006 requirements.

About ISO/IEC 20000-1 standard

ISO/IEC 20000-1 standard specifies the requirements related to IT Service Management processes. The standard is based on IT infrastructure library (ITIL) framework which provides best practice guidelines and architecture to ensure alignment of IT process with business processes and that IT delivers the correct and appropriate business solutions. ISO/IEC 20000-1 describes specifies coordinated integration and implementation of service management processes as shown in Fig.

About ISO/IEC 20000-1 standard

ISO/IEC 20000-1 Addresses Key Issues Like :

Integrating and aligning IT and business goals.

Acquiring and retaining the right resources and skill sets.

Achieving and demonstrating Value for Money (VFM) and Return on Investment (ROI)

Improving project delivery success

Outsourcing, in-sourcing and smart sourcing

Managing constant business and IT change.

Demonstrating appropriate IT governance

In nut shell, ISO/IEC 20000-1 helps in an efficient and effective use of the four Ps, people, processes, products (tools and technology) and partners (suppliers, vendor and outsourcing organizations)

Benefits of Certification
Why to Choose STQC?
Certification Process
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Benefits of Certification

Improved Quality of Service- more reliable business support

More focused IT Service continuity procedures & more confidence in their ability to follow them when required

Clearer view of current IT capabilities

Better information on current services

Greater flexibility for the business through improved understanding of IT support

Enhanced customer satisfaction as service provider know & deliver what is expected of them

Improved cycle time for changes & greater success rate

System led benefits, e.g. improvements in security, accuracy, speed, availability for the required level of service

Operating costs will decrease as less effort is wasted giving customers products or services they do not want

Profit margins will improve as more repeat business is won.

Why to Choose STQC?

Registered as Certification Body (RCB) by IT Service Management Forum (itSMF)

First certification body to achieve accreditation of ISO/IEC 20000-1 certification scheme from RvA, Netherland based on ISO/IEC 17021:2006 requirements.

Pioneer positioning in ISO/IEC 27001 certification and Network Security Evaluation

Provide IT Service globally.

Accredited by various national/ international bodies for wide range of service like information security, IteS, SW-CMM etc.

Strong network of centers throughout India.

Strong pool of own assessors with domain expertise

Relationship with globally renowned organizations like NIST, RvA, CMU, ItSMF, EC Council

Certification Process

Organizations interested in obtaining a Certificate of Registration under ITSM Scheme, shall have established a documented IT Service Management System complying with the requirements of the standard ISO20000:2005

The process of Certification can be understood in the form of a Flow Chart given below:

Process of Certification