Cism Profile 2009 V1.0

Introduction to CISM™

CISM™ Profile

Transforming Best Practices Into Tangible Results!

Pakkapinun Phapapithanun, Managing Director

Joel Pereira, Education & Consulting Services Director

The Centre For IT Service Management (Thailand) Co., Ltd.1294 Soi Udomsuk, Unit 3A, Suthisan Road, Huaykwang, Bangkok 10310

Phone: (662) 693-3344; Fax: (662) 693-1129; Mobile: (668) 6784-1850In Vietnam: Mobile (84) 93.317-1157 / Skype: CISM_SGEmail: [email protected] or [email protected]

Website: www.CISM.com.sg

CISM™ Profile

History & Operating Model:

The Centre For IT Service Management (Thailand) Co. Ltd. – Founded and Incorporated in 2004 in the Kingdom of Thailand– Legal entity fully meeting all the legal requirements under the

Companies Act of the Kingdom of Thailand and in good standing.

– CISM™ has physical offices in Bangkok and Regional presence via CISM™ Singapore in the ASEAN region via Serviced Offices in those cities.

Business Model: Collaborative business partnership and alliances.– World-Wide exposure with over 150 Years combined experience

The Centre For IT Service Management (Thailand) Co., Ltd., 2002-2009. All Rights Reserved. Status: Public Information

Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.

Notable Accomplishments:Well recognized in industry as being Pioneer and Leader in IT-Service Management:• QA involvement of the development of ITIL® and itSMF publications:

– ITIL® V2 - Support Delivery – ITIL® V3 – Service Strategy – IT Service Management - an Introduction – ISO/IEC 20000 - an Introduction– Implementing ISO/IEC 20000 Certification - the Roadmap

• First to Introduce BS15000 Certification to South East Asia:– We assisted NCS Pte. Ltd. to achieve BS15000 / ISO20000 certification

in 2005 >>> First ISO/IEC 20000 certified company in SEA region.– Provided Certified Lead Auditor training for Singapore’s Certification

Authority (PSB, 2006)– Provided Certified Lead Consultants certification training in Singapore– We have Certified ISO/IEC 20000 Auditors & Consultants on Staff

CISM™ Profile



CISM™ Service PortfolioCISM™ Specialization:

Expertise: ISO/IEC 20000 Standard & IT Security Management Expertise: ITIL® (Information Technology Infrastructure Library) Expert Management of Data Centre Operations Capability Assessments in IT Service Management & Data Centre Facilities IT Governance (strategy/tactics/operations advisory & execution planning) Development : ISO/IEC 20000 Service Management Systems IT Service Management Transition & Tool Implementation IT Management Education, Coaching and Soft Skills Training

We bring unbiased professionalism to the IT Service Management industry. We are not bounded to any particular hardware and/or software vendor, nor do we sell-in particular vendor solutions. We offer the best recommendation to our customers based on their particular organizational context. The Centre For IT Service Management takes its knowledge of ITIL®, the ISO/IEC 20000 Standard®, ISO/EC 17799®, COBIT, and other IT Best Practices and works with our customers to transform and bring IT Service Management operations and infrastructure management under management control.



CISM™ – Certification ServicesCertification Services: local provider of training for:

– itSMF ® Certified ISO/IEC 20000 Lead Auditor– itSMF ® Certified ISO/IEC 20000 Consultant– ITIL® V2 & ITIL® V3: Certification Courses

ITIL® Foundation Practitioner Service Manager Expert– Certified Data Centre Facilities (Professional, Specialist & Expert)

Education Services:

A wide range of non-certified courses as well, including:– IT Governance Fundamentals– IT Performance Measurement– Customized Non-certified ITIL® process development workshops

We provide public courses on a regular scheduled basis and can provide customized certification training and practical hands-on workshops to meet your specific Customer Service, IT Service Management and Data Centre Facilities needs.



CISM™ – Assessment Services

Capability Assessments Services: local provider for:

– ISO/IEC 20000 Current State Investigation (ISO20K-CSI©)– ISO/IEC 20000 Readiness Assessment Program (ISO20K-RAP©)– Data Centre Compliance Certification (TIA942-DCC)– Data Centre Review (TIA942-DCR)

Sample: ISO/IEC-20K-CSI Prospectus is available for reference.

CISM™ has developed a capability assessment method based on the ISO/IEC 20000 Standard For IT Service Management and ITIL® and with consideration of other Industry Standards, such as ISO 270001 & ISO 17799, COBIT®, SPICE®, CMMi®, SS507, ISO9000, Six Sigma®, Malcolm Balridge® and EFQM®. This allows us to perform qualitative and quantitative assessments on the capability of the service provided by the infrastructure operations of your IS/IT organization or its suppliers. We conduct a thorough assessment - both internally and externally - on the capability of the IT service processes, the Architecture design elements and Data Centre and related disciplines provided by the infrastructure operations of your IS/IT organization or its suppliers and channel partners. Following the assessment, our professional Associates will provide you with a report with unbiased recommendations and guidance on possible transitional and transformation steps.



CISM™ – Consulting Services (1)

Consulting Services: local provider for:

• Project Planning & Tools Selection (ISO20K-PIP©) / (ISO20K-TSI©)

We developed the (ISO20K-PIP®) ISO 20000 Project Implementation Program to support companies in creating a Project Plan for the actual transition from ‘current state’ to ISO/IEC 20000 ready. The aim of ISO20K-PIP® is to enable customers to get external expertise to ensure they have proven and effective methods which focuses effort and resources on the suitable implementation sequence and to speed up the process for obtaining ISO/IEC 20000 Certification.

The (ISO20K-TSI®) ISO/IEC 20000 ITSM Project Tool Selection & Implementation program supports companies that requires the guidance and provision of an industry rigorous standard TOR / RFP specifications for the Selection and Implementation of an ITSM integrated software solution. The aim of ISO20K-TSI® is to enable customers to get external expertise in the crafting of rigorous compliance specifications, and an unbiased software weighting selection and decision making process to decrease the time and costs to acquire an adequate, suitable and a fit for purpose ITSM software solution that will provide for effective and efficient management control to ensure attaining ISO/IEC 20000 Certification is not compromised.



CISM™ – Consulting Services (2)

Consulting Services: local provider for:

• Service Management System Development (ISO20K-SMS©)CISM™ provides services to lead and manage the creation and development of a Service Management System (SMS) for your IT Serviced Management operations. We work in partnership with your QAT to ensure readiness for an external objective ISO/IEC 20000 Certification Audit. We will collaborate with you every step of the way towards your certification; so that when we leave, your people are able to sustain the SMS and its continuous improvement efforts.

• IT Governance ConsultingWe can assist your planning phases at the strategic level, design at the tactical level and implement at the operational level. The professional Associates of CISM™ have the experience (know-how), credibility (trust & reliability) and knowledge (best practice discipline) to advise your CEO, CTO, CIO, CSO, IT Directors, and other Senior staff on the best course of action to take before you expend scare resources and make mistakes that are very difficult rectify.



Customer Sample References

• Boeing Company – the world’s largest manufacturer of aircrafts and defense weapon systems. Trained the entire Senior Management Team on IT Service Management and provided consulting advice to their 7-council Business Architecture Team, across the United States.

• Department of National Defense (DND) - Canadian & US Federal Governments – Trained all Senior Managers on IT Service Management and provided implementation and consulting advice for their CSIP.

• Microsoft Corporation (USA) – one of the world’s (if not the) largest software developer. Trained all Senior Managers across the US at each of Microsoft’s Premier Customer Service campuses.

• Procter & Gamble – the world’s largest consumer products manufacturer. One of two trainers/organizations permitted to deliver training and consulting advice to the entire senior management teams and general IT Management staff at the P&G Cincinnati. Ohio, HQ.

• SaskTel - Saskatchewan Telephone in province of Saskatchewan, Canada. Delivered training to and led the IT Senior Management staff with consulting advice in their IT Service Management efforts across the province of Saskatchewan.

• Manulife Financial – Canada’s largest Financial Services organization. Delivered training programs for all Service Desk frontline staff and conducted the ITIL Master’s programme for all IT Senior Managers.

• CCRA (Canada Customs and Revenue Agency) – the revenue auditing and collections agency, Canada Federal Gov’t. Trained all Senior Managers on IT Service Management and provided implementation and consulting advice and conducted the ITIL Master’s programme for all IT Senior Managers.

• Bank of Montreal / Harris Bank – a major banking organization operating in Canada, USA and parts of South East Asia. Trained all Senior Managers on IT Service Management and provided implementation and consulting advice to their enterprise-wide CSIP implementation.

• Ontario Public Service• Toronto Transit Commission

North America - Samples




• Management Board Secretariat (MBS) – an organization within the Ontario Provincial Government. Trained all Senior Managers on IT Service Management and provided implementation and consulting advice.

• Ministry of the Solicitor General - an organization within the Ontario Provincial Government. Trained all Senior Managers on IT Service Management and provided implementation and consulting advice and conducted the ITIL® Master’s programme for all IT Senior Managers.

• CCRA (Canada Customs and Revenue Agency) – the revenue auditing and collections agency, Canada Federal Gov’t. Trained all Senior Managers on IT Service Management and provided implementation and consulting advice and conducted the ITIL® Master’s programme for all IT Senior Managers.

• Peregrine Systems Inc. – a leading Infrastructure Management software developer. Singularly delivered training to and led the IT Senior Management staff with consulting advisory in their IT Service Management efforts to transform their toolset and Sales Organization across the enterprise.

• IBM Tivoli Group – a leading Infrastructure Management software developer. Delivered ITIL® Masters training to the Professional Services Team in Raleigh North Carolina where 14 of 16 IT Senior Management in attendance successfully gained certification with or near distinction level.

North America - Samples




• Provided training programs at the Foundation & Practitioner & consulting advice to:–Most of the Singapore Government ministries, agencies and quasi-government organizations. These included: NCS, SingTel, IDA, JTC, HDB, DSTA, SingHealth, MinDef, MAS

• Examples in the private sector include:– IBM Singapore,– IBM Thailand and its Customers– HP Singapore,– Frontline Technologies,– Philips Electronics,– TNT Logistics.– Stock Exchange of Thailand (SET)– Shin Satellite– Samart Group– Reuters Software (Thailand)– Datacraft Thailand and its Customers– Orange Corporation– True Corporation– Vinadata JSC (HCMC, Vietnam)

Asia Pacific



IT Strategy ProjectEngagement Description

Enabling Technologies

Customer Profile

Quasi Government OrganizationManages all Electrical Distribution for City of Toronto (5 Million people

Toronto Hydro Corporation (Canada)Senior Consulting Team, responsible for:Training, Facilitation and coaching of the project team and IT management and staff towards improving and adopting an IT Service Management service culture. Conducted evaluation & quality audit of implemented ITIL® Service Management Processes; Creation and implementation of the Enterprise Service Desk and its standards and procedures manuals – Incident Management, Configuration Management, Change Management and Service Level Management, etc. in conformance to ITIL® and ISO 9001:2000 standards. Facilitation and development of all associated RACI Matrices for the Service Support processes and for the Service Delivery process of Service Level, Availability and Capacity Management.Facilitation and creation of ACD call flow and process flow designs and diagrams.

Solution provided:

Provided Training & Education to over 150 staff (all levels)

Performed ITSM Assessment

Provided GAP Analysis Reporting & Remedial Advise

Developed Processes & Full Implementation over 2.5 years

Transformation resulted in an overall 20% reduction of total IT Operations

costs and led to 18% marked improvements in the Customer Satisfaction

index. Project undertaken in 1998 and was completed in 2001.

ITIL® Training Courseware

ITSM Assessment Methodologies

Project Management

Site References





Customer Profile

Quasi Government OrganizationManages all Electrical Distribution for Singapore Gov’t

Energy Market Company (EMC) – (Singapore)The following is a brief recount of ongoing transformation efforts that resulted in EMC attaining a current state assessment of their ICT operations against ITIL®. EMC now has a prioritized roadmap with which they will planned to move forward with in Q2 2008. The effort started in October 2007 where CISM™ P/L (Singapore) provided an ISO20K-CSI® Assessment undertaking for 10 days at EMC head office in Singapore.

Solution provided:

Project Consulting Team working with EMC’s Quality Department: We

started the work in October 2008, which began with an assessment and

gap assessment report.

Performing a 10-day engagement of Process Assessment and making

recommendations to the CIO and Senior Management Team.

Action was then taken to create a prioritized roadmap to remediate and

close the gaps and to create an SMS for to meet the requirements of

ISO/IEC/ 20000.

Facilitation and coaching of the project team and IT management and staff

towards improving and adopting an IT Service Management service culture.

This work is still currently underway, as EMC will move forward more

aggressively in Q2 2008 to build up ICT process capability and remediate

discovered gaps.

ISO20K-RAP™ Assessment Tool

Project Management

Site References





Customer Profile

Quasi Government OrganizationManages all Government Ministries & Statutory BoardsInformation Technology Integrator

NCS (National Computer Systems) - ISO/IEC 20000 Certification preparationBeginning in 2002, we began work with NCS Pte. Ltd. to provide training for their management and staff in ITIL® best practices and certified most, if not all, of their core staff in ITIL®. In February 2005, we embarked on a project to assess and evaluate NCS in two specific areas to determine their capability level against the specifications of the BS15000 Standard and the maturity of the IT service management processes. After the analysis, we provided guidance to NCS to take steps to remediate the short comings and to generate and collect the practice evidence required to demonstrate the capability required by the BS15000 specifications. In November 2005, NCS was independently audited by PSB Certification as the authorized RCB of choice. Following which NCS was declared to be a certified under the BS15000 Scheme. We then followed this up by providing BS15000 Lead Auditor certification training to select NCS senior consultants and quality auditors in mid 2005, and again in early 2006, provided ISO/IEC 20000 Lead Consultant certification training to NCS.

Solution provided:


Performed ISO20K-RAP™ ITSM Assessment

Provided GAP Analysis Reporting & Remedial Advise

Oversee remediation works and Re-assessment

ISO20K-RAP™ Assessment Tool

Project Management

Site References





Customer Profile

Singapore’s National Auditing AuthorityRegistered Certification BodyInformation Technology Certification Authority

PSB Certification (now TUV Nord – PSB) - Lead Auditor Training & CertificationWe provided ITIL® Foundation’s certification training to Lead Auditor Team of PSB Certification Pte. Ltd. – Singapore’s National Auditing Authority - to qualify them to become an RCB (Registered Certification Body) under the BS15000/ISO/IEC 20000 Scheme. We then followed this up by providing BS15000 Lead Auditor certification training to select PSB senior quality auditors in mid 2005, and again in early 2006, provided ISO/IEC 20000 Lead Consultant certification training to PSB Certification’s Lead Auditor Team.

Solution provided:

Provided ITIL® Training & Education to over 20 staff (all levels)

Provided ISO/IEC 20000 Analysis & Assessment Training

ITIL® & ISO/IEC 20000 Training Courseware

ISO/IEC 20000 Standard

Project Management

Site References





Customer Profile

Thailand ‘s Stock Exchange IT Division

Stock Exchange of Thailand – ITSM Practitioner WorkshopsWe have provided ITIL® Practitioner training to above 25 staff members of the Stock Exchange of Thailand (SET), which included the Quality Assurance Unit in the IT Division and involved directly the office of the chief Technology Officer (CTO). In fact, the CTO was part of the selection committee who qualified CISM™ among its competitors and chose us to work with SET. We continue to work with SET as they are building their process maturity and developing their internal capability to qualify to become certified against stringent requirements of the ISO/IEC 20000 Standard for IT Service Management. We are under NDA and cannot divulge much more.

Solution provided:


Provided ITIL® Executive coaching workshops with SET senior operations

staff

Provided three 5-day Practitioner workshop facilitation and training for 22

members of SET’s (senior & junior) operations staff covering all the ITIL®

Service Support and Service Delivery processes at a hands-on process

development level.

Coaching the development of SET’s documentation towards building their

SMS in preparations for ISO/IEC 20000 certification.

ITIL® & ISO/IEC 20000 Training Courseware

ISO/IEC 20000 Standard

Project Management

Site References



We value Partnerships and Professional Associations– Mr. Colin Rudd

Contributing Author of the Service Support, Service Delivery & ICT Infrastructure Management books ISO/IEC 20000 Lead Auditor & ISO/IEC 20000 Consultant Course Curriculum Developer for itSMF® Colin delivered the first-ever Asian BS15000 Lead Auditor Training course hosted by CISM™ & EPI on July 11-12,

2005

– Mr. Edward van Leent Developer of the SS507 Standard for IDA (Singapore’s Infocomm Development Agency)

Co-developer of Data Centre Stds. & Assessment Schemes (DCC, DCR, EMMA) Co-developer of CISM™’s ISO/IEC 20000 Capability Assessment Schemes: RAP, CIS, PIP

– Mr. Peter Brooks Author of the itSMF Publication “ Metrics For IT Service Management” Fellow of the Institute of Service Management

Industry Alliances:

CISM™ – Partners & Associations





Transforming Best Practices Into Tangible Results!