The international standard for IT service management, ISO 20000:2005, has been awarded to Wallem Innovative Solutions in Hong Kong and the Philippines, proving the company delivers high quality services to clients within the maritime industry.

Group Information Systems Manager Ian Parkes said Wallem Innovative Solutions achieved the certification in January 2010, following the successful audit in December 2009 by Société Générale de Surveillance (SGS), a leading inspection company.

“ISO 20000 is an international standard for IT Service Management, which is based around integrated service delivery that covers everything from our annual budgeting process through service and change management to security and handling customer feedback,” Mr Parkes said.

“Although we were confident in our underlying IT capabilities, preparing for certification was not without its challenges, and we implemented a number of new or revised procedures and supporting systems over the months leading up to the initial audit.

“The result of the ISO certification project is a more transparent set of processes, with improved control and reporting capabilities.

“With the supporting framework properly in place, it has been particularly rewarding to see how our team has been able to focus on the ultimate goal of improving our overall service delivery, and ISO 20000 will undoubtedly add value to the work we do for Wallem and for our external customers.”

Work has already begun on extending the scope of the certification to cover the Wallem Group’s network of offices and new service areas that will be introduced in 2010.

Wallem Innovative Solutions is based in Hong Kong, and has an office in Clark in the Philippines. In 2009 Wallem Innovative Solutions was awarded with Microsoft Gold Partner status and achieved re-certification for ISO 9001: 2000.

Wallem Innovative Solutions is a company of the Wallem Group. The Wallem Group provides services to the maritime industry in ship management, shipping agency, ship broking and IT solutions.