SGS Awards First Mainland ISO 20000 Certification to GDS Software
SGS awarded the first mainland ISO 20000 certificate to GDS Software (Shenzhen) Co. Ltd, a professional I.T. service provider affiliated with Foxconn Technology Group, the leader of Global 3C Contract Manufacturing Services. Regional Director of SGS’ Systems and Services Certification China-Hong Kong, Ben Tsang, and SGS South China Deputy Director Mendy Zhang, presented the certificate.
Before the ceremony, SGS paid a visit to the Foxconn Global Customer Service Center (FGCSC). The SGS representatives were welcomed by John Chiang, General Manager of GDS, and Tony Chu, Senior Manager of GDS.
During the visit, Mr. Chu elaborated on the FGCSC business model and strategies. In turn, Mr. Chiang expounded on the three factors they took into consideration, sharing with the guests about what motivated the company to apply for ISO 20000 certification.
Firstly, they wanted to implement a corporate long-term development strategy, as indicated by Foxconn Chairman Terry Gou, that is, to expand the company from the manufacturing sector into the technology sector, then to the service sector. Chief Information Officer HL Chen had already introduced interrelated optimal practice of I.T. management five years ago, including CMMI, ITIL and ISO 27001. CMMI L2 and L3 were successfully implemented. Furthermore, Mr. Chen believed that by adopting ITSM concepts and best practices, the global I.T. service level and customer satisfaction level of Foxconn Technology Group would be improved greatly. For this particular purpose, GDS Software was established for better internal and external services.
Secondly, based on the development requirements of GDS, it was projected that the I.T. service was going to be one of the main businesses of Foxconn. While the scale of I.T. services provided to global customers was growing, it was essential for GDS to establish a professional management framework to enhance management level and speed up the businesses of the company.
Finally, the application for ISO 20000 certification also sprung from customers’ expectations worldwide. Establishing standards for the best I.T. Management System can greatly improve the company’s capability to meet the service demands of clients, especially of leading international companies.
First ISO 20000 Certification in the Mainland
As an I.T. service provider, GDS’ achievement of ISO 20000 not only shows the maturity of their I.T. service management, it also demonstrates their capability in terms of quality and internal control expertise.
Mr. Tony Chu also elaborated that the aim of introducing ITSM was to meet Foxconn expectations by using effective I.T. business strategy alignment methodology and resource control mechanism in accordance with ISO 20000. Plus, by signing the Service Level Agreement and implementing a Standard Operation Procedure and Key Performance Index, the service level can be continually improved through the PDCA cycle.
After the ceremony, SGS and GDS Software mapped out an I.T. service management plan, with the future cooperation of Gilbert Yi, the manager of GDS.
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