Information technology service management system aims to establish, implement, operate, monitor, review, maintain and improve the models of IT service management system, with a commitment to managing the issues about IT through “standardization of IT service”.

ZDHY put the information technology service management system certification into action in 2016. The information technology service management system helps the certified organizations to set up the PDCA cycle (i.e. plan-do-check-act) for self-improvement, which enables organizations to figure out and address issues. The application to progress approach helps the certified organizations to improve efficiency and effectiveness of information technology in terms of procedures, personnel and technology.

Information technology service management system is applicable to all types of organizations (such as enterprises, government bodies, non-profit organizations). Information technology service management system can be applied to either the whole organizations or the IT departments in organizations. The applied scopes include but not limited to: banks, securities, insurances or the data centers thereof; large-scale state-owned enterprises or the data centers thereof; internet data centers; software and information technology service enterprises.

GB/T 24405.1/ISO/IEC 20000-1 “Information technology-Service management-Part 1: Specification” is the standard being used to set up and maintain the information technology service management system.  GB/T 24405.1/ISO/IEC 20000-1 stipulates the jobs that organizations need to do when providing IT services and supporting processes for clients. Information technology service management system displays a whole picture of IT service management procedure. Information technology service management system aims to assist IT organizations to identify and manage the key processes of IT service and provide high-quality IT services to clients.