2. CISM™ Profile
Transforming Best Practices Into Tangible Results!
Pakkapinun Phapapithanun, Managing Director
Joel Pereira, Education & Consulting Services Director
The Centre For IT Service Management (Thailand) Co., Ltd.
1294 Soi Udomsuk, Unit 3A, Suthisan Road, Huaykwang, Bangkok 10310
Phone: (662) 693-3344; Fax: (662) 693-1129; Mobile: (668) 6784-1850
In Vietnam: Mobile (84) 93.317-1157 / Skype: CISM_SG
Email: info@cism.com.sg or cismBKK@gmail.com
Website: www.CISM.com.sg
3. CISM™ Profile
History & Operating Model:
The Centre For IT Service Management (Thailand) Co. Ltd.
– Founded and Incorporated in 2004 in the Kingdom of Thailand
– Legal entity fully meeting all the legal requirements under the
Companies Act of the Kingdom of Thailand and in good
standing.
– CISM™ has physical offices in Bangkok and Regional presence
via CISM™ Singapore in the ASEAN region via Serviced Offices
in those cities.
Business Model: Collaborative business partnership and alliances.
– World-Wide exposure with over 150 Years combined experience
The Centre For IT Service Management (Thailand) Co., Ltd., 2002-2009. All Rights Reserved. Status: Public Information
Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
4. CISM™ Profile
Notable Accomplishments:
Well recognized in industry as being Pioneer and Leader in IT-Service
Management:
• QA involvement of the development of ITIL® and itSMF publications:
– ITIL® V2 - Support Delivery
– ITIL® V3 – Service Strategy
– IT Service Management - an Introduction
– ISO/IEC 20000 - an Introduction
– Implementing ISO/IEC 20000 Certification - the Roadmap
• First to Introduce BS15000 Certification to South East Asia:
– We assisted NCS Pte. Ltd. to achieve BS15000 / ISO20000 certification
in 2005 >>> First ISO/IEC 20000 certified company in SEA region.
– Provided Certified Lead Auditor training for Singapore‟s Certification
Authority (PSB, 2006)
– Provided Certified Lead Consultants certification training in Singapore
– We have Certified ISO/IEC 20000 Auditors & Consultants on Staff
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Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
5. CISM™ Service Portfolio
CISM™ Specialization:
Expertise: ISO/IEC 20000 Standard & IT Security Management
Expertise: ITIL® (Information Technology Infrastructure Library)
Expert Management of Data Centre Operations
Capability Assessments in IT Service Management & Data Centre Facilities
IT Governance (strategy/tactics/operations advisory & execution planning)
Development : ISO/IEC 20000 Service Management Systems
IT Service Management Transition & Tool Implementation
IT Management Education, Coaching and Soft Skills Training
We bring unbiased professionalism to the IT Service Management industry. We are not bounded to
any particular hardware and/or software vendor, nor do we sell-in particular vendor solutions. We
offer the best recommendation to our customers based on their particular organizational context. The
Centre For IT Service Management takes its knowledge of ITIL®, the ISO/IEC 20000 Standard®,
ISO/EC 17799®, COBIT, and other IT Best Practices and works with our customers to transform and
bring IT Service Management operations and infrastructure management under management control.
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Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
6. CISM™ – Certification Services
Certification Services: local provider of training for:
– itSMF ® Certified ISO/IEC 20000 Lead Auditor
– itSMF ® Certified ISO/IEC 20000 Consultant
– ITIL® V2 & ITIL® V3: Certification Courses
ITIL® Foundation Practitioner Service Manager Expert
– Certified Data Centre Facilities (Professional, Specialist & Expert)
Education Services:
A wide range of non-certified courses as well, including:
– IT Governance Fundamentals
– IT Performance Measurement
– Customized Non-certified ITIL® process development workshops
We provide public courses on a regular scheduled basis and can provide customized certification
training and practical hands-on workshops to meet your specific Customer Service, IT Service
Management and Data Centre Facilities needs.
The Centre For IT Service Management (Thailand) Co., Ltd., 2002-2009. All Rights Reserved. Status: Public Information
Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
10. Customer Sample References
North America - Samples
• Boeing Company – the world‟s largest manufacturer of aircrafts and defense weapon systems.
Trained the entire Senior Management Team on IT Service Management and provided consulting
advice to their 7-council Business Architecture Team, across the United States.
• Department of National Defense (DND) - Canadian & US Federal Governments – Trained all
Senior Managers on IT Service Management and provided implementation and consulting advice
for their CSIP.
• Microsoft Corporation (USA) – one of the world‟s (if not the) largest software developer.
Trained all Senior Managers across the US at each of Microsoft‟s Premier Customer Service
campuses.
• Procter & Gamble – the world‟s largest consumer products manufacturer. One of two
trainers/organizations permitted to deliver training and consulting advice to the entire senior
management teams and general IT Management staff at the P&G Cincinnati. Ohio, HQ.
• SaskTel - Saskatchewan Telephone in province of Saskatchewan, Canada. Delivered training to
and led the IT Senior Management staff with consulting advice in their IT Service Management
efforts across the province of Saskatchewan.
• Manulife Financial – Canada‟s largest Financial Services organization. Delivered training
programs for all Service Desk frontline staff and conducted the ITIL Master‟s programme for all IT
Senior Managers.
• CCRA (Canada Customs and Revenue Agency) – the revenue auditing and collections agency,
Canada Federal Gov‟t. Trained all Senior Managers on IT Service Management and provided
implementation and consulting advice and conducted the ITIL Master‟s programme for all IT
Senior Managers.
• Bank of Montreal / Harris Bank – a major banking organization operating in Canada, USA and
parts of South East Asia. Trained all Senior Managers on IT Service Management and provided
implementation and consulting advice to their enterprise-wide CSIP implementation.
• Ontario Public Service
• Toronto Transit Commission
The Centre For IT Service Management (Thailand) Co., Ltd., 2002-2009. All Rights Reserved. Status: Public Information
Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
11. Customer Sample References
North America - Samples
• Management Board Secretariat (MBS) – an organization within the Ontario Provincial
Government. Trained all Senior Managers on IT Service Management and provided
implementation and consulting advice.
• Ministry of the Solicitor General - an organization within the Ontario Provincial Government.
Trained all Senior Managers on IT Service Management and provided implementation and
consulting advice and conducted the ITIL® Master‟s programme for all IT Senior Managers.
• CCRA (Canada Customs and Revenue Agency) – the revenue auditing and collections agency,
Canada Federal Gov‟t. Trained all Senior Managers on IT Service Management and provided
implementation and consulting advice and conducted the ITIL® Master‟s programme for all IT
Senior Managers.
• Peregrine Systems Inc. – a leading Infrastructure Management software developer. Singularly
delivered training to and led the IT Senior Management staff with consulting advisory in their IT
Service Management efforts to transform their toolset and Sales Organization across the
enterprise.
• IBM Tivoli Group – a leading Infrastructure Management software developer. Delivered ITIL®
Masters training to the Professional Services Team in Raleigh North Carolina where 14 of 16 IT
Senior Management in attendance successfully gained certification with or near distinction level.
The Centre For IT Service Management (Thailand) Co., Ltd., 2002-2009. All Rights Reserved. Status: Public Information
Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
12. Customer Sample References
Asia Pacific
• Provided training programs at the Foundation & Practitioner & consulting advice to:
–Most of the Singapore Government ministries, agencies and quasi-government organizations.
These included: NCS, SingTel, IDA, JTC, HDB, DSTA, SingHealth, MinDef, MAS
• Examples in the private sector include:
– IBM Singapore,
– IBM Thailand and its Customers
– HP Singapore,
– Frontline Technologies,
– Philips Electronics,
– TNT Logistics.
– Stock Exchange of Thailand (SET)
– Shin Satellite
– Samart Group
– Reuters Software (Thailand)
– Datacraft Thailand and its Customers
– Orange Corporation
– True Corporation
– Vinadata JSC (HCMC, Vietnam)
The Centre For IT Service Management (Thailand) Co., Ltd., 2002-2009. All Rights Reserved. Status: Public Information
Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
13. Site References
IT Strategy Project
Engagement Description
Toronto Hydro Corporation (Canada)
Senior Consulting Team, responsible for:
Training, Facilitation and coaching of the project team and IT management
Enabling Technologies
and staff towards improving and adopting an IT Service Management service
culture. Conducted evaluation & quality audit of implemented ITIL® Service
Management Processes; Creation and implementation of the Enterprise ITIL® Training Courseware
Service Desk and its standards and procedures manuals – Incident ITSM Assessment Methodologies
Management, Configuration Management, Change Management and Service
Level Management, etc. in conformance to ITIL® and ISO 9001:2000 Project Management
standards. Facilitation and development of all associated RACI Matrices for
the Service Support processes and for the Service Delivery process of
Service Level, Availability and Capacity Management.
Facilitation and creation of ACD call flow and process flow designs and Customer Profile
diagrams. Quasi Government Organization
Solution provided: Manages all Electrical Distribution for City of Toronto (5
Million people
Provided Training & Education to over 150 staff (all levels)
Performed ITSM Assessment
Provided GAP Analysis Reporting & Remedial Advise
Developed Processes & Full Implementation over 2.5 years
Transformation resulted in an overall 20% reduction of total IT Operations
costs and led to 18% marked improvements in the Customer Satisfaction
index. Project undertaken in 1998 and was completed in 2001.
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Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
14. Site References
IT Strategy Project
Engagement Description
Energy Market Company (EMC) – (Singapore)
The following is a brief recount of ongoing transformation efforts that resulted in
EMC attaining a current state assessment of their ICT operations against ITIL®.
Enabling Technologies
EMC now has a prioritized roadmap with which they will planned to move
forward with in Q2 2008. The effort started in October 2007 where CISM™ P/L
(Singapore) provided an ISO20K-CSI® Assessment undertaking for 10 days at ISO20K-RAP™ Assessment Tool
EMC head office in Singapore. Project Management
Solution provided:
Project Consulting Team working with EMC‟s Quality Department: We
started the work in October 2008, which began with an assessment and gap
assessment report. Customer Profile
Performing a 10-day engagement of Process Assessment and making Quasi Government Organization
Manages all Electrical Distribution for Singapore Gov‟t
recommendations to the CIO and Senior Management Team.
Action was then taken to create a prioritized roadmap to remediate and close
the gaps and to create an SMS for to meet the requirements of ISO/IEC/ 20000.
Facilitation and coaching of the project team and IT management and staff
towards improving and adopting an IT Service Management service culture.
This work is still currently underway, as EMC will move forward more
aggressively in Q2 2008 to build up ICT process capability and remediate
discovered gaps.
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Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
15. Site References
IT Strategy Project
Engagement Description
NCS (National Computer Systems) - ISO/IEC 20000 Certification
preparation
Beginning in 2002, we began work with NCS Pte. Ltd. to provide training for
Enabling Technologies
their management and staff in ITIL® best practices and certified most, if not
all, of their core staff in ITIL®. In February 2005, we embarked on a project to
assess and evaluate NCS in two specific areas to determine their capability ISO20K-RAP™ Assessment Tool
level against the specifications of the BS15000 Standard and the maturity of Project Management
the IT service management processes. After the analysis, we provided
guidance to NCS to take steps to remediate the short comings and to
generate and collect the practice evidence required to demonstrate the
capability required by the BS15000 specifications. In November 2005, NCS
was independently audited by PSB Certification as the authorized RCB of
choice. Following which NCS was declared to be a certified under the Customer Profile
BS15000 Scheme. We then followed this up by providing BS15000 Lead Quasi Government Organization
Auditor certification training to select NCS senior consultants and quality Manages all Government Ministries & Statutory Boards
auditors in mid 2005, and again in early 2006, provided ISO/IEC 20000 Lead Information Technology Integrator
Consultant certification training to NCS.
Solution provided:
Provided Training & Education to over 200 staff (all levels)
Performed ISO20K-RAP™ ITSM Assessment
Provided GAP Analysis Reporting & Remedial Advise
Oversee remediation works and Re-assessment
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Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
16. Site References
IT Strategy Project
Engagement Description
PSB Certification (now TUV Nord – PSB) - Lead Auditor Training &
Certification
We provided ITIL® Foundation‟s certification training to Lead Auditor Team of
Enabling Technologies
PSB Certification Pte. Ltd. – Singapore‟s National Auditing Authority - to
qualify them to become an RCB (Registered Certification Body) under the
BS15000/ISO/IEC 20000 Scheme. We then followed this up by providing ITIL® & ISO/IEC 20000 Training Courseware
BS15000 Lead Auditor certification training to select PSB senior quality ISO/IEC 20000 Standard
auditors in mid 2005, and again in early 2006, provided ISO/IEC 20000 Lead
Consultant certification training to PSB Certification‟s Lead Auditor Team. Project Management
Solution provided:
Customer Profile
Provided ITIL® Training & Education to over 20 staff (all levels)
Singapore‟s National Auditing Authority
Provided ISO/IEC 20000 Analysis & Assessment Training Registered Certification Body
Information Technology Certification Authority
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Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
17. Site References
IT Strategy Project
Engagement Description
Stock Exchange of Thailand – ITSM Practitioner Workshops
We have provided ITIL® Practitioner training to above 25 staff members of
the Stock Exchange of Thailand (SET), which included the Quality Assurance
Enabling Technologies
Unit in the IT Division and involved directly the office of the chief Technology
Officer (CTO). In fact, the CTO was part of the selection committee who
qualified CISM™ among its competitors and chose us to work with SET. We ITIL® & ISO/IEC 20000 Training Courseware
continue to work with SET as they are building their process maturity and ISO/IEC 20000 Standard
developing their internal capability to qualify to become certified against
stringent requirements of the ISO/IEC 20000 Standard for IT Service Project Management
Management. We are under NDA and cannot divulge much more.
Solution provided: Customer Profile
Provided Training & Education to over 25 staff (all levels) Thailand „s Stock Exchange IT Division
Provided ITIL® Executive coaching workshops with SET senior operations
staff
Provided three 5-day Practitioner workshop facilitation and training for 22
members of SET‟s (senior & junior) operations staff covering all the ITIL®
Service Support and Service Delivery processes at a hands-on process
development level.
Coaching the development of SET‟s documentation towards building their
SMS in preparations for ISO/IEC 20000 certification.
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Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
18. CISM™ – Partners & Associations
We value Partnerships and Professional Associations
– Mr. Colin Rudd
Contributing Author of the Service Support, Service Delivery & ICT Infrastructure Management books
ISO/IEC 20000 Lead Auditor & ISO/IEC 20000 Consultant Course Curriculum Developer for itSMF®
Colin delivered the first-ever Asian BS15000 Lead Auditor Training course hosted by CISM™ & EPI on July 11-12,
2005
– Mr. Edward van Leent
Developer of the SS507 Standard for IDA (Singapore‟s Infocomm Development Agency)
Co-developer of Data Centre Stds. & Assessment Schemes (DCC, DCR, EMMA)
Co-developer of CISM™‟s ISO/IEC 20000 Capability Assessment Schemes: RAP, CIS, PIP
– Mr. Peter Brooks
Author of the itSMF Publication “ Metrics For IT Service Management”
Fellow of the Institute of Service Management
Industry Alliances:
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Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.
19. Transforming Best Practices Into Tangible
Results!
The Centre For IT Service Management (Thailand) Co., Ltd., 2002-2009. All Rights Reserved. Status: Public Information
Notice: This information is for informational and marketing purposes only. It may not be duplicated, published, or disclosed without written permission of The Centre For IT Service Management (Thailand) Co. Ltd.