Risk Management in IT Services

Management with appropriate authority shall approve an information security policy taking into consideration the service requirements, statutory and regulatory requirements and contractual obligations. Management shall: communicate the information security policy and the importance of conforming to the policy to appropriate personnel within the service provider, customer and suppliers. ensure that information security management objectives are […]

Service Level Management (SLM)

The service provider shall agree the services to be delivered with the customer. The service provider shall agree a catalogue of services with the customer. The catalogue of services shall include the dependencies between services and service components. When a service has relationships to other services, a view of the service CIs will display the […]

Incident Management & Problem Management

There shall be a documented procedure for all incidents to define: recording; allocation of priority; classification; updating of records; escalation; resolution; There shall be a documented procedure for managing the fulfillment of service requests from recording to closure. Incidents and service requests shall be managed according to the procedures. ITG follows the process presented in […]

ISO 20000 Certification & Compliance

Service management system general requirements Top management shall provide evidence of its commitment to planning, establishing, implementing, operating, monitoring, reviewing, maintaining, and improving the SMS and the services of ISO 20000 Certification by: Establishing and communicating the scope, policy and objectives for service management. This basic business philosophy is relevant to our organizational goals and […]

Service Management System (SMS) Overview

Establish and improve the SMS The service provider shall define and include the scope of the SMS in the service management plan. The scope shall be defined by the name of the organizational unit providing the services, and the services to be delivered. The service provider shall also take into consideration other factors affecting the […]