ITSS Information Technology Service Standard Certification

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ITSS (Information Technology Service Standards) is a national standard system led by the Ministry of Industry and Information Technology of China, providing organizations with a standardized framework for the entire lifecycle of IT services. This system covers the entire process of IT service design, delivery, operation, and improvement, and is an authoritative basis for enterprises to establish a scientific service management system and enhance service maturity.

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Product Introduction
Certification materials
Certification process
Continuous improvement requirements
FAQ
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Product Introduction

I. Overview of ITSS Certification

ITSS (Information Technology Service Standards) is a systematic and comprehensive library of information technology service standards developed by the National Information Technology Service Standards Working Group (ITSS Working Group) under the joint guidance of the Ministry of Industry and Information Technology and the National Standardization Management Committee. This standard comprehensively regulates IT service products and their constituent elements, covering the entire lifecycle of IT services, including ten major areas such as consulting design, operation and maintenance services, cloud computing, and data centers. ITSS certification is applicable to enterprises and institutions that provide IT operations, cloud computing, big data, software development, system integration and other services, and is an important basis for measuring the IT service capabilities of enterprises. Through ITSS certification, enterprises can optimize service processes, improve customer satisfaction, and gain stronger competitive advantages in the market competition.

II. Core Framework and Content

(Figure 1: ITSS principle)

1. Composition elements (PPTR model)
ITSS breaks down information technology services into four core elements, forming the PPTR model:
Personnel (People): covering the technical abilities, knowledge reserves, and job configuration requirements of service personnel, such as project managers, system architects, etc., who need to have standardized qualifications.
Process: Define standardized operations for the entire service process, including event management, change management, etc., to ensure that the service is repeatable and measurable.
Technology: emphasizes the systematization of technical capabilities, including tool usage, problem-solving, and the ability to apply new technologies.
Resource: It covers tangible and intangible assets such as software and hardware facilities, knowledge base, spare parts library, etc. required for services.

2. Lifecycle (PIOIS model)
ITSS divides services into five stages, forming a closed-loop management:
Planning&Design: Develop strategic plans based on customer needs to ensure alignment between services and business objectives.
Implementing: Establish a management system and deploy tools, such as setting up a service desk or configuring a management system.
Operation: Integrating business and IT services through process management to ensure service continuity.
Continuous improvement: Regularly evaluate service quality, optimize processes and technical solutions.
Supervision: Ensure service compliance through performance evaluation and third-party audits.

3. Standard system framework
The ITSS standard system is divided into six categories, covering multidimensional requirements:
Basic standards: Define service principles, quality evaluation methods, and personnel competency requirements.
Service control standards: covering governance, management, and supervision activities to ensure that services are economically effective.
Business standards: subdivided by service type into specifications such as consulting design, integration implementation, operation and maintenance.
Service Outsourcing Standards: General Requirements and Implementation Guidelines for Standardizing Outsourcing Services.
Security standards: Establish a security governance framework that covers data protection, risk control, and more.
Industry application standards: customized implementation guidelines for industries such as finance and government affairs.

III. Key Value Dimensions of ITSS Standard Implementation

Based on a tracking study of 500 certified companies (CCID, 2023), ITSS certified companies have demonstrated significant competitive advantages:
1. Improvement of service capability
Improve service delivery efficiency by 40% -60%
The average response time for major accidents has been shortened to 1.5 hours
Customer satisfaction reaches over 95%
2. Cost optimization
Reduce operation and maintenance labor costs by 20% -35%
The occurrence rate of repetitive problems has decreased by 50%
Resource utilization rate increased to 85%
3. Risk control
Establish over 200 risk control points
Service continuity reaches 99.99%
100% compliance audit pass rat

IV. Conformity Assessment and Classification of ITSS

The ITSS Capability Maturity Model divides service capabilities into four levels (Level 4 to Level 1),
（I.） Level classification and core competency requirements

Level	Capability Characteristics
Level 4	Basic guarantee type
Level 3	Collaborative improvement type
Level 2	Quantitative optimization type
Level 1	Innovation-led type

(II.) Application Requirements by Level

	Level 4 (Basic Level)	Level 3 (Expanded Level)	Level 2 (Improvement Level)	Level 1 (Enhancement Level)
Preconditions	-The enterprise is legally registered and has been in operation for at least 12 months; -There have been no major information security incidents in the past 3 years (proof of no violations from the Cyberspace Administration of China or the public security department is required); -Has passed ISO 9001 quality management system certification (certificate is valid)	Hold a Level 4 certificate for at least 18 months and pass the annual supervision and audit (with no serious non conformities).	Holding a Level 3 certificate for at least 24 months, with a compound annual growth rate of service income of at least 10% in the past two years (requiring an audit report)	Holding ITSS Level 2 certificate for at least 36 months, with an average annual service income of at least 120 million yuan in the past three years (audited by an accounting firm)
Capability Requirements	-At least 3 completed information technology service project cases, with a single project contract amount of ≥ 500000 yuan (contracts, acceptance reports, and customer follow-up records must be provided); -Establish a service directory system that complies with the GB/T 29264 standard, covering at least four primary categories such as consulting design, operation and maintenance; -At least 3 ITSS registered service engineers (who must pass the CESA exam), with a certification rate of at least 40% for core positions (such as project managers) (certification scope includes ITSS, PMP, or ITIL 4 certification).	-Accumulated implementation of ≥ 8 projects, of which at least 2 are cross year projects (contract period ≥ 12 months); -Realize process interoperability among R&D, delivery, and operations departments (process diagrams and collaborative meeting minutes are required); -Use digital management platforms such as Jira and ServiceNow to achieve a work order turnover rate of ≥ 90%; -Define and monitor ≥ 15 KPIs (such as SLA achievement rate, fault response time), with data collection automation rate ≥ 70%.	-Establish big data analysis platforms (such as ELK, Tableau) to achieve real-time visualization of service process data, and output ≥ 3 quantitative analysis reports (such as capacity prediction, fault root cause analysis); -Implement predictive maintenance projects in ≥ 2 cases (provide case reports and customer proof); -Historical problem recurrence rate ≤ 5% (based on event management database statistics).	-Deploy AI Operations system (AIOps) to achieve automatic handling of ≥ 80% of routine events (provide system screenshots and logs), establish a service supply chain blockchain traceability system (provide technical architecture diagram and node data); -Lead the development of at least 2 national/industry standards (such as national standards, industry standards, and local standards), and publish at least 1 industry report annually (requiring public publication or filing with the Ministry of Industry and Information Technology)
Capability Requirements	-System operation: The service management system (such as ITSM tool) has been officially running for at least 6 months, providing system logs and operation records; -Internal audit: Complete at least one internal audit and management review, retain audit reports and improvement records; -Customer feedback: The coverage rate of customer satisfaction surveys in the past 12 months is 100%, with an average satisfaction score of ≥ 80 points (using CESA standard questionnaire).	-Senior personnel: ITSS registered senior project managers ≥ 2 (must pass CESA advanced examination); -Training system: Establish an internal training mechanism, with an annual average of at least 24 training hours per person (provide training plans and attendance records); -Knowledge base: Accumulate technical documents ≥ 500, knowledge reuse rate ≥ 30% (as evidenced by system backend data).	-R&D achievements: Obtaining at least 1 invention patent or at least 3 software copyrights related to services; -Technical investment: R&D expenses have accounted for ≥ 5% in the past two years (requiring special audit of financial statements); -Industry contribution: Participated in the development of at least 1 group standard/industry white paper (requiring standard release documents).	-Industry university research cooperation: co build at least one joint laboratory with universities/research institutions (requiring a cooperation agreement and a list of achievements); -Customer ecosystem: serving at least 5 Fortune 500 customers (with contracts and acceptance certificates required); -Customer loyalty (NPS) ≥ 90 points, renewal rate ≥ 95%.

Special Instructions
1. Cross level application restriction: Enterprises are not allowed to apply across levels and must upgrade step by step (special circumstances require special approval from the expert group of the Ministry of Industry and Information Technology).
2. Authenticity of materials: All project cases and financial data must provide third-party audit/notarized documents.

3. Adaptation to emerging technologies: Applicants for Level 2 or above must provide an explanation of the integrated application plan for cloud computing, AI, and other technologies.

Certification materials

List of Certification Application Materials

（I.） General materials

Corporate legal documents:

Copy of Business License (Three in One)
Organization Code Certificate (if applicable)
Social Security Payment Certificate (for the past 6 months)

System documents:

Service Management Manual (including policy objectives)
Procedure Files (34 standard processes)
Work Instructions (Level 3 documents)

Process record:

Service desk records (complete data for the past 3 months)
Change management records (annual statistics)
Event handling closed-loop evidence chain

（II.） Graded supplementary materials

Level	Special material requirements
Level 4	Service catalog matrix table, basic KPI statistical report
Level 3	Screenshots of process digitization and minutes of cross departmental collaboration meetings
Level 2	Data analysis model source code, predictive maintenance case package
Level 1	Intelligent decision-making system testing report, industry standard release certificate

Certification process

Certification Implementation Process

（I.） Standard Certification Process Diagram

Apply for Pre Trial
GAP analysis
System optimization
Document submission
On-site audit
Expert review
Credentialing
Continuous supervision

（II.） Implementation standards for key links

1. Gap analysis stage (5-15 working days)
Using ITSS-CMMI assessment tool for maturity diagnosis
Output gap analysis report (including improvement roadmap)

2. Key points of on-site audit:
Personnel Capability Verification: Randomly select 10% of certified personnel for practical operation
Process Compliance Review: Tracing the Full Lifecycle Documents of Three Typical Projects
Technical Capability Test: Concurrent Processing Capability of Stress Testing Service Management Platform

3. Expert review criteria:
Level 4: 1 chief reviewer+2 reviewers
Level 2: 3 industry experts+2 technical experts
Level 1: 5 national level review experts (including 2 members of the standard drafting team

Continuous improvement requirements

Surveillance audit

Level 4/Level 3: Annual Supervision and Audit (3-5 person days each time)
Level 2/Level 1: Semi annual flight inspection+annual comprehensive audit
Certificate maintenance

Establish a Non Conformance Rectification Tracking System (NCR Tracking) and submit a Service Capability Maturity Self Assessment Report every quarter. The certificate is valid for 3 years and needs to be re certified 6 months in advance
Upgrade mechanism

Applying for high-level certification requires completing the full cycle upgrade evaluation of low-level certificates, including historical problem rectification verification. Cross level applications require special approval from the national ITSS working group

FAQ

QCan companies that have obtained ITSS certification receive subsidies?

Asure. Some local governments or industry associations provide financial subsidies (ranging from 50000 to 300000 yuan) to enterprises that have passed ITSS certification. Specific details need to be referred to local policies. It is recommended that enterprises consult the local industry and information technology department or official website for the latest subsidy details.

QHow long does it take to obtain certification after ITSS audit?

AAfter approval, if there are no major non conformities, certification can usually be obtained within 1-2 months; If rectification is required, the time will be extended (depending on the efficiency of rectification). The certificate is valid for 3 years and requires regular supervision and review.

QDoes ITSS certificate require annual review?

Ayes. The validity period of the certificate requires annual supervision and review. Failure to pass or review on time may result in the suspension or revocation of the certificate.

QHow to improve the level of ITSS certification?

A1. Ensure that the existing system operates for a full year;
2. Improve the target level requirements (such as adding quantitative management and innovative mechanisms);
3. Submit an upgrade application and pass the certification body's review.

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