CMG - ISO/IEC 20000:2005 Certification

ISO/IEC 20000:2005 is a standard to promote the adoption of an integrated process approach through IT Service Management (ITIL/ITSM Processes) for the effective delivery of managed services to meet business and customer requirements. This standard defines the requirements for our support team to deliver managed services with an acceptable quality for our customers.

CMG Helpdesk and IT Support Services were awarded the ISO/IEC 20000:2005 certification by ItSMF in June 2010. We are one of a handful of Malaysian companies with this prestigious certification.



Our support service team is practicing the IT Infrastructure Library (ITIL) standard processes in our daily operation. ITIL is recognized as one of the best practice in IT Service Management that promotes business effectiveness and efficiency.  It assists the company in developing a framework for IT Service Management. Worldwide, ITIL is the most widely used best practice for IT Service Management.

The scope of ISO 20000 covers:

  1. Requirements for a management system

  2. Planning and implementing service management

  3. Planning and implementing new or changed services

  4. Service delivery processes

    1. Capacity Management

    2. Service Continuity and Availability Management

    3. Service Level Management

    4. Service Reporting

    5. Information Security Management

    6. Budgeting and Accounting for IT Services

  5. Relationship processes

    1. Business Relationship Management

    2. Supplier Management

  6. Resolution processes

    1. Incident Management

    2. Problem Management

  7. Control processes

    1. Configuration Management

    2. Change Management

  8. Release Management