Dubai Smart Government awarded ISO 20000 in IT service management

UAE, October 29, 2014 - Dubai Smart Government Department (DSG) has been awarded an ISO 20000:2011 Certification for IT service management following its success in passing the matching process performed by Intertek, which issued the certification approved by international non-profit IT Service Management Forum (ITSMF).

The certification was awarded after Intertek had made sure that DSG succeeded in meeting all the requirements necessary for planning, implementing, operating, monitoring, reviewing, maintaining and improving the service management system which needed to be compatible with the framework of the methodology of IT infrastructure library (ITIL®); as well as with DSG’s commitment to the global IT service management standards.

H.E. Ahmad Bin Humaidan, DSG Director General, said: “We were keen to obtain this certification to keep pace with the rapid IT developments and changes within the framework of implementing the initiative of HH Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to shift to smart government and ensure the provision of highly reliable smart services that support transformation to smart government, achieve happiness and satisfaction of customers and go beyond their expectations. It is also in line with the ‘Dubai Government towards 2021’ initiative of HH Sheikh Hamdan Bin Mohammed Bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of Dubai Executive Council.”

Bin Humaidan added: “Obtaining the ISO 20000:2011 certification underlines our commitment to the global IT community to improve services in general since this is a certified document on our high-quality services provided to customers in accordance with the measurement rates of the procedures and executive mechanisms followed in dealing with IT management. By obtaining this certification, DSG has made a quantum leap in this field which would enhance the confidence of   our customers in the smart services provided to them.”

Bin Humaidan clarified that this certification is not concerned only with how to build IT services in DSG but also with the ongoing procedures taken by its competent teams to keep developing, updating, managing and documenting these services, thereby ensuring sustainable provision of services to customers in the best way and as fast as possible.

The ISO 20000-2011 3-year certification is awarded to organizations that apply the ITIL® standard in relation to their IT management. It is aimed at developing the quality of the IT service management related to the quality of the management processes with the aim of ensuring the efficient provision of services to external and internal customers. This standard specifies an integrated set of management processes for ensuring efficient delivery of services by adopting a systematic methodology to manage services on the basis of the best followed practices by implementing and controlling a set of processes that ultimately lead to increased customer satisfaction at the level of businesses and individuals and improving their experience while receiving the service.