The main problem of many IT Firms not fulfill the requirements of management systems. Hence, the guaranteed appearance of incidents which, ultimately, affect the development of relationships with customers.

1. BSI Reception & Panel at UK General Consulate in St. Petersburg
19 September 2013.
Chkheidze Grigoriy
Deputy CEO, IT

2. We have given ourselves a task to fulfill all the needs of our clients and become a competence
center in the IT infrastructure.
We moved away from such model as “customer-provider”, treating our client as a business
partner instead.

3. Experience:
Development QMS, SMS, ISMS.
Performing audits of management systems of the largest companies
(mechanical engineering, oil Production, IT systems integration,
energetics, etc.)
Lead expert
Livshitz Ilya,
PhD, auditor
Competencies and Certifications
ISO 9001:2008 Lead Auditor
ISO/IEС 20000:1-2011 Lead Auditor
ISO/IEС 27001-2005 Lead Auditor
ISO 22301:2012 Lead Auditor
ISO 50001:2011 Lead Auditor

4.  The need to address the continuous problem of
adapting the business model of the organization
to the modern "growth drivers";
 Acceleration of obtaining reliable business
information to make informed strategic
management decisions;
 The need to solve the problem of providing a
safe, sustainable and address employee access
to IT resources;
 The need for a solution to provide each
identified user access to relevant information
from any location and building an effective
business communication;
 Ensuring the effectiveness of all the assets in the
implementation of the process approach to
resource management and integrated service-
oriented business model.

5.  Save the current level of income in the face
of fierce anti-competitive;
 Reduce costs, including "Unproductive";
 A clear, continuous and effective control of
assets;
 Headcount optimization and control of
loyalty;
 Construction and development of a system
analysis of current operations;
 Increasing the availability of the IT services;
 Establishment of an adequate and efficient
IT infrastructure;
 Creation of a technique for measuring and
managing outsourcing.

6. The operating activities of the organization based on the
following standards:
• The current legislation;
• The established "reasonable" business practices;
• The national and sectoral regulators;
• Recognized international standards.
The best known standards ISO, which is appropriate to
offer to ensure an integrated aspect of IT services for
business:
• 9001 standards ("Quality Management System");
• 20000 series of standards ("The system of
management of IT services");
• 27001 series of standards ("Information Security
Management System");
• 22301 series of standards ("Business continuity
management systems ").

7. All ISO standards are interrelated, like the equivalent construction
"block" and are the elements on the basis of which any company can
build its own unique structure of effective management
ISO 9001
ISO/IEC 27001 ISO/IEC 20000
 Policy and goals;
 Document management and
records;
 Management corrective actions;
 Management review;
 Internal audits;
 Risk management*;
 Continuous improvement.

8. Customer satisfaction
Service - means of providing value
to the customer, which contributes
to the objectives of the client. Note
1. Service is generally immaterial.
(ISO/IEC 20000:1-2011, p. 3.26)
A direct impact on the attitude of the customer to
the provider of IT services
Customer Profitability Management
appearance of
incidents
Customer
satisfaction
Implemented?
Requirements for IMS
NoYes
Investment in the development of SMS
Management improvements
Opportunities for improvement
should be a priority, the criteria
should be applied to a policy of
continuous improvement to
evaluate opportunities for
improvement.
(ISO/IEC 20000:1-2011, p. 4.5.5.2)

9. 1. What are the initiatives in other
countries to establish integrated
management systems for IT
companies?
2. That offer international organization
working to create a truly IMS?

10. Thank you for your
attention, please, questions
!
CIO@NKGROUP.RU
Sincerely,
Chkheidze Grigoriy
Deputy CEO, IT
Company «N&K engineering»
Telephone: +7 (812) 438-38-32
Mobile: +7 (916) 603-63-50
E-mail: cio@nkgroup.ru
191014, Saint-Petersburg,
st. Mira, 3, lit. А. office. 528С
www.nk-e.ru