© 2011 - STQC Directorate, Ministry of Electronics & Information Technology, Govt. of India
Electronics Niketan, 6 CGO Complex, New Delhi - 110 003, INDIA
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 is a Registered Certification Body (RCB) by IT Service Management Forum (itSMF) and is accredited by APMG, U. K.
STQC is the first certification body in India, to achieve accreditation of ISO/IEC 20000-1 certification scheme based on ISO/IEC 17021:2006 requirements, which permits it to assess applicant organizations against ISO/IEC 20000-1 .
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.
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)
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.
STQC is a Registered Certification Body (RCB) by IT Service Management Forum (itSMF) and is accredited by APMG, U. K., to assess applicant organizations against ISO/IEC 20000-1 .
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
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:
|Name and Designation||Address||Phone/Email/Fax|
|A K Sharma Scientist F & Director
Head Certification Services
STQC Directorate Ministry of Electronics and Information Technology. Electronics Niketan, III Floor, 6,CGO Complex, Lodi Road, New Delhi - 110 003
|Phone: 011 - 24301366
Email: aksharma AT stqc.gov.in
Fax: 011- -24363083