approaches to the development of integrated management systems for modern it companies providing...

Approaches to the development of Integrated Management Systems for modern

IT companies providing services.

BSI Reception & Panel at UK General Consulate in St. Petersburg 19 September 2013.

Chkheidze Grigoriy Deputy CEO, IT

About Company

We have given ourselves a task to fulfill all the needs of our clients and become a competence center in the IT infrastructure. We moved away from such model as “customer-provider”, treating our client as a business partner instead.

Experience:Development QMS, SMS, ISMS. Performing audits of management systems of the largest companies (mechanical engineering, oil Production, IT systems integration, energetics, etc.)

Lead expertLivshitz Ilya, PhD, auditor

Competencies and Certifications ISO 9001:2008 Lead AuditorISO/IEС 20000:1-2011 Lead AuditorISO/IEС 27001-2005 Lead AuditorISO 22301:2012 Lead AuditorISO 50001:2011 Lead Auditor

The need to address the continuous problem of adapting the business model of the organization to the modern "growth drivers";

Acceleration of obtaining reliable business information to make informed strategic management decisions;

The need to solve the problem of providing a safe, sustainable and address employee access to IT resources;

The need for a solution to provide each identified user access to relevant information from any location and building an effective business communication;

Ensuring the effectiveness of all the assets in the implementation of the process approach to resource management and integrated service-oriented business model.

Strategic goals

Tactical goals Save the current level of income in the face

of fierce anti-competitive; Reduce costs, including "Unproductive"; A clear, continuous and effective control of

assets; Headcount optimization and control of

loyalty; Construction and development of a system

analysis of current operations; Increasing the availability of the IT services; Establishment of an adequate and efficient

IT infrastructure; Creation of a technique for measuring and

managing outsourcing.

Operating activityThe operating activities of the organization based on the following standards:

• The current legislation;

• The established "reasonable" business practices;

• The national and sectoral regulators;

• Recognized international standards.

The best known standards ISO, which is appropriate to offer to ensure an integrated aspect of IT services for business:

• 9001 standards ("Quality Management System");

• 20000 series of standards ("The system of management of IT services");

• 27001 series of standards ("Information Security Management System");

• 22301 series of standards ("Business continuity management systems ").

The relationship between ISO standarts (Integration of Management Systems)

All ISO standards are interrelated, like the equivalent construction "block" and are the elements on the basis of which any company can build its own unique structure of effective management

ISO 9001

ISO/IEC 27001 ISO/IEC 20000

Policy and goals; Document management and

records; Management corrective actions; Management review; Internal audits; Risk management*; Continuous improvement.

The problem of optimizing operating activity

Customer satisfaction

Service - means of providing value to the customer, which contributes to the objectives of the client. Note 1. Service is generally immaterial.(ISO/IEC 20000:1-2011, p. 3.26)

A direct impact on the attitude of the customer to the provider of IT services

Customer Profitability Management

appearance of incidents

Customer satisfaction

Implemented?

Requirements for IMS

NoYes

Investment in the development of SMS

Management improvements

Opportunities for improvement should be a priority, the criteria should be applied to a policy of continuous improvement to evaluate opportunities for improvement.(ISO/IEC 20000:1-2011, p. 4.5.5.2)

Questions for the audience

1. What are the initiatives in other countries to establish integrated management systems for IT companies?

2. That offer international organization working to create a truly IMS??

Thank you for your attention, please,

questions!

CIO@NKGROUP.RUSincerely,Chkheidze GrigoriyDeputy CEO, ITCompany «N&K engineering»Telephone: +7 (812) 438-38-32Mobile: +7 (916) 603-63-50E-mail: cio@nkgroup.ru191014, Saint-Petersburg,st. Mira, 3, lit. А. office. 528Сwww.nk-e.ru