Service Management System (SMS)

With the conscious shift towards an economy that is service-driven and the extent of influence that IT plays in delivering quality service, IT service management plays a central role in any global organization today. Best practices such as ITIL® and ISO 20000 are well accepted around the world as benchmarks for process improvement in the area of IT Service Management.


ECCI has been at the forefront of IT service management consulting in Southeast Asia with over 100 assignments helping companies implement / comply with these best practices. ECCI is one of the select few ‘Licensed ITIL Affiliate’ authorized to offer a range of ITIL® learning products. Having developed unique learning products, trained over 5000 professionals on IT service management and played a key role in setting up ITSMF in the Philippines, we strive to improve the quality of IT service across the board.


About SMS (ISO 20000)


A Service is a means to deliver value to a customer by facilitating outcomes desired by the customer. To achieve the same one needs to have a set of capabilities and processes to direct and control the activities of service provision – which essentially is Service Management. Hence, a service management system needs to be put in place to effectively meet the business needs.

With the support of ISO 20000 (Service Management System), service providers will be able to culminate international best practices for managing services as a core operation of a business. ISO 20000 promotes the “adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements”. It would touch on areas as capacity planning, performance management, problem and change management, configuration management and service continuity management.



Service Management System (ISO 20000:2011)



ECCI supports the customers in adopting and implementing the best practices of ISO 20000 based on the business functions and strategy of the organization. We ensure that the customers are able to streamline their internal process and systems that help them in increasing the level of their service delivery.  


Who should implement Service Management System?


Any organization seeing to improvise its service management system and ready to adopt the best practices would qualify for SMS. Typical industries would include:


  • Insurance services
  • Healthcare services
  • Hotel and tourism services
  • Government services
  • Telecommunication services
  • IT and IT enabled services
  • Or any other business that involves provision of services 


Why Service Management System?


  • Demonstrate capability for the design, transition, delivery and improvement of services that fulfill service requirements
  • Set up method to monitor, measure and review service management processes and services
  • Improve the design, transition, delivery and improvement of services through the effective implementation and operation of the SMS.
  • Reduce risk and thus cost in terms of external service receipt
  • Creation of a stable framework for both resource training and service management automation.  

Key Services we offer:

Implementation of Service Management System


Consulting: Using the ITIL® best practices and ISO 20000 as the basis, ECCI provides IT Service Management and governance end-to-end solutions - from assessments, to strategic planning to implementation, continuous improvement and beyond. Experienced consultants work hand-in-hand with customers every step of the way.

ITIL® Training: ECCI is a ‘Licensed ITIL Affiliate’ offering ITIL®courses (ILT and eLearning) across the entire professional certification framework.

Implementation Toolkit:
 ECCI has developed a stand-alone SMS implementation toolkit filled with templates and artifacts for organizations striving to implement ITIL.


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