TIVIT, a company of the Votorantim Group, has just been granted ISO 20000 certification which confirms its best practices in the delivery of technological services. TIVIT is the first Brazilian company to achieve certification for 100% of its operations of IT infrastructure and outsourcing.

“No other Brazilian company can boast such a wide-ranging ISO 20000 certification, which is proof of our operations’ level of maturity, efficiency, and quality”, celebrates Carlos Eduardo Mazon, vice president of IT Infrastructure Outsourcing.

Committed to continuous improvement in its services, TIVIT has been redesigning its processes for approximately three years, a feat that was rewarded with the granting of ISO 20000 certification. “For us, it is essential that each co-worker understands the importance of using the processes on a daily basis. This is why more than 1.7 thousand employees took part in revising the internal processes that directly impact the final quality of services rendered”, adds Mazon.

The assessment phase targeting specifically ISO 20000 involved more than 40 areas and took only three months.  “We had already been working with a model that was in accordance with the standard, so last November we carried out an analysis to identify which improvements were needed and by February all the adjustments had been made”, says Mazon.

TIVIT contracted Pink Elephant, a company known worldwide for its expertise in ITIL, to lend support during this process. “They helped us during the process of discovery of nonstandard practices and the subsequent alignment with standards.  The work was carried out by an internal project team and the commitment of those involved in the project was essential for the synergy among the various areas, and for the compliance with the goals defined by the company”, highlights Marcello Zappia, TIVIT Human and Organizational Development Director.

ISO 20000 will be part of a set of certifications already granted to TIVIT that constitute a best market practices management model.  Among the company’s certifications are ISO 9001, ISO 27000, SAS 70, and PMI.  The company also uses management methodologies and tools such as Six Sigma, BSC (Balanced Scorecard), Cobit and CMMi, among others.