Hengtian has successfully obtained the Information Technology Service Standards (ITSS) Certification for Operational Maintenance Service Capability Maturity at Level 3, following a rigorous assessment by the Information Technology Service Branch of the China Electronics Standardization Association. This achievement represents a significant milestone in our company’s ongoing journey toward standardized and regulated IT service management, marking official national recognition for our established IT operation and maintenance service capability system.
ITSS (Information Technology Service Standards) is a comprehensive and systematic framework of standards for IT services. Developed under the guidance of China’s Ministry of Industry and Information Technology and the National Standardization Administration, it provides a complete set of integrated standards that rigorously regulate IT service products and their components. Recognized for its scientific methodology, advanced principles, and stringent certification process, ITSS serves as a definitive guide for implementing standardized and trustworthy IT services.
To secure this certification, we undertook extensive preparations centered on the four core ITSS dimensions: Personnel, Process, Technology, and Resources, thereby solidifying our service foundation:
1. Strengthening Professional Team Capabilities
In response to ITSS requirements for personnel competency, we organized specialized training, internal case study workshops, and skills assessments for our core technical and service teams. These initiatives enhanced our staff’s professional expertise in areas such as troubleshooting, system maintenance, and service delivery, building a talent pool fully aligned with standardized service practices.
2. Building a Standardized Process Loop
Focusing on ITSS specifications for end-to-end service processes, we refined management protocols, operational procedures, and performance metrics across the entire IT service lifecycle. This established a closed-loop mechanism of “Execution-Monitoring-Evaluation-Optimization,” ensuring consistency, compliance, and traceability in all service workflows.
3. Optimizing Technical Service Support
Addressing ITSS demands for technical tools and service efficiency, we enhanced our operational toolchain by deploying advanced monitoring and alerting platforms and rapid fault-response systems. This further refined our technical support processes, driving increased intelligence and efficiency in our maintenance services.
4. Standardizing Resource Management Mechanisms
To meet ITSS standards for resource management, we systematically formalized the governance of core service assets, including hardware, software, and knowledge bases. A dynamic resource allocation mechanism was implemented to ensure the timely, sufficient, and precise availability of resources throughout service delivery.
Before this, our company has already attained multiple authoritative certifications, including ISO 27001 (Information Security Management), ISO 9001 (Quality Management), ISO 20000 (IT Service Management), ISO 14001 (Environmental Management), and ISO 45001 (Occupational Health and Safety Management). Furthermore, we hold the CMMI Level 5 for software capability maturity. These accomplishments collectively contribute to a comprehensive, standardized process system that spans our entire service lifecycle and all management aspects.
