1. New Employee Orientation

2. Welcome to Diyixian.com Limited

3. Agenda Company Introduction (Ms. Christie Pang)
Our Vision (Mr. Nelson Chow)
Our Mission (Mr. Nelson Chow)
Product Briefing (Mr. Enoch Chan & Mr. Eric Yim)
General Office Usage Training (Mr. Steven Wong)
ISO Information Security Management Briefing (Mr. Steven Wong)
ISO 9001/20000 Awareness Training (Mr. Robert Hung)

4. Useful Company Information
Hong Kong Office:
Address (HKB) Unit 2501, Global Gateway (HK), Yeung Uk Road
Tsuen Wan
(HKE) 16/F Well Tech Centre
9 Pat Tat Street
San Po Kong, Kowloon
General Tel
Fax
Web Site
24-hours Technical Support:
Tel

5. Who is the Chief Executive Officer of Diyixian.com? Lap Man
Management Team
Who is the Chief Executive Officer of Diyixian.com?
Lap Man

6. DYXNET Group PRC Operation MD - Ravic Li Office in PRC: Guangzhou
Shenzhen
Dong Guan
Shanghai
Beijing
Suzhou
Nan Jing
TW Operation
MD– Chris Chen
Office in TW:
Taipei
Taichung
HK Operation
MD– Lap Man
(Acting)
Office in HK:
HKB-Tsuen Wan
HKE-San Po Kong

7. DYXHK Organization Chart (Departmental Functions)
DYXHK Managing Director
Lap Man (Acting)
Accounts &
Administration
(AA)
Customer Service
Administration
(CSA)
Sales
International
Business
(IB)
Product & Marketing
(PD & MKT)
Network Operation
(NOC)
Service
consultancy service to client
up selling
develop the international business
Finance
(FIN)
Customer Service
Administration
(CSA)
improvements and ideas for
products and services
co-ordinate marketing & PR events
company web site, brochures
Product
(PD)
Network
Operation
(NOC)
Project
Management
(PM)
account receivable & payable
Sales commission
HR, payroll, etc.
Admin, monitor office tidiness.
purchasing
customer billing & sales support
handling of termination order
collection procedure on overdue
network related problems, upgrade
equipments ordering
internal technical & system Support
handle new system development
technical consultation
confirm customer’s equipment needed
onsite/remote installation
assist CC to solve customer’s problem
24-hrs operation
IDC service
Human Resources
& Administration
(HRM & ADM)
Customer Retention
(CRO)
Marketing
(MKT)
Management
Information System
(MIS)
Customer
Support
(CSE)
Internet Support
(ISO)
Credit Control
(CRU)

8. Staff gathering Social Club Department responsible person:
HQ&AA Christie Pang
CSA Kathy Law
Sales Jerry Leung
PD&MKT Nelson Chow
NOC&MIS Eric Ma
PM&CSE Robert Hung
ISO Aster Leung
Fixed Activities
Annual Dinner
Christmas Party
History
2004 Night fishing ink fish, local tour
2005 Team Building, War Game
2006 Macau 2 days 1 night trip
2007 Hong Kong Disneyland & Lunch Buffet
Welcome to new ideas for the gathering.

9. Company Intranet http://pn.dyxnet.com

10. Company Intranet How to reserve the conference room?
Step 1
Step 2

11. Company Intranet https://wiki.dyxnet.com/tiki-index.php

12. Our Vision
Our Mission
Our Logo
Corporate communication standardization

13. OUR VISION
Diyixian strives to help enterprises in the Greater China to enhance their productivity and profitability by providing them with the best ICT service and solutions.
We will continue to seize the emerging opportunities in the Greater China region and aspire to position ourselves as the leading ICT service provider in the region. 13 13

14. OUR MISSION 創新 專業精神 可靠服務
Innovation
Professionalism
Reliability
Innovation – We aim for innovation and development, anchoring ourselves as a trendsetter. We not only provide cutting-edge technologies, but also customized solutions to our customers. 創新
Professionalism – Our team is professional, inspiring and efficient.
專業精神
DYX understands that reliability is the key to business success. We pride ourselves in being able to provide products and services of performance and stability.
可靠服務Reliability — 第一線擁有管理健全而可靠的網路架構，領先同業。我們一向致力為客戶提供專業的服務，所有工程人員均已考取CCNA的專業認可資格，而全線的銷售顧問亦均獲取CSE的資格，因此，客戶可以從第一線得到優質而專業的網絡資訊服務。為了讓公司建立優良而妥善的商業管理系統，在2007年10月同時獲得ISO9000及ISO 20000認證，讓公司各部門貫切實行相關具共通性與實用性的IT管理方法，並完善企業內部的資訊管理流程，確保服務符合內部員工與客戶的要求，務求服務流程達至國際標準。
專業精神Professionalism — 我們擁有一支專業、投入及高效率的隊伍。在中國、香港及台灣三地的所有網絡工程人員及銷售隊伍均持有由有關的網絡專業證書，包括CSE、CCNA、CCDA及CCIP等。我們深信優質服務全賴員工的行業知識和相關經驗，支持員工透過正規學習，不斷的進修，讓他們發揮更傑出的表現，從而為顧客提供更專業的服務。
不斷創新 Innovation — 面對競爭激烈與不斷變化的營商環境，第一線要發揮高度應變力，並且繼續在技術上不斷突破創新，達至企業目標。第一線是首間提供"MPLS”、”VoIP”, “IP PBX”等先進資訊及通訊科技服務給大中華區企業的網絡服務供應商，因此，我們要秉承一向以來創新的風格，為市場提供更多具前瞻性的服務，不斷突破！
可靠服務 14 14

15. Our Corporate Logo 第一線商標的設計意念：
形象(Form)： 鮮橙色的一彎線與”diyixian.com”的組合形成了一道『橋』
“第一線”三個穩重的中文字體被放在『橋』下，形成了一道橋所必要的重要支柱，亦即是『橋躉』
意念(Concept):第一線的成立及發展，是為了讓客戶的業務與世界各地，在資訊科技的領域上連接起來，溝通無間。第一線讓大中華企業與世界連線！
形象(Form)：鮮橙色的一彎線與”diyixian.com”的組合形成了一道『橋』
“第一線”三個穩重的中文字體被放在『橋』下，形成了一道橋所必要的重要支柱，亦即是『橋躉』
意念(Concept):第一線的成立及發展，是為了讓客戶的業務與世界各地，在資訊科技的領域上連接起來，溝通無間。第一線讓大中華企業與世界連線！ 15 15

16. 2005 2006 2007 Remarkable of DYX Crowned SuperBrand
Cisco Premier Partner
Certified as
2) One of the best ISP in Economic Digest
1) IP Call Center in Singtao Editor Choice
Nominees of
Remarkable of DYX
2005
2006
2007

17. Corporate communication standardization
Presentation Template
Letter Head & Name Card
Signature
Name
Title Diyixian.com Limited |  The Greater China ICT Service Provider (
Direct Line: (852) 2187 XXXX  |  Fax: (852)   |  Mobile: (852) XXXX XXXX ============================================================
Cisco Premier Partner  |   ISO 20000:2005 & ISO 9001:2000 Certified
============================================================
All the above materials can be found in the company intranet (wiki)

18. Presentation Template
Signature
Letter Head

19. Product Briefing
May 2008 19

20. Agenda Diyixian Solutions offerings Connectivity UC
What does the term “VPN” mean?
Classification of VPN
What is MPLS?
OneVPN Family
OneVPN Enterprise
OneVPN Corporate
OneVPN Corporate Plus
OneVPN Retail
Internet Access
Broadband services
Data Centre services UC 20

21. Diyixian Solution Offerings
Connectivity
UTM UC 21

22. Diyixian Solution Offerings
Networking
VPN
Internet access
Hosting
LAN/WAN
Security
Firewall/UTM
IPS
Anti-X
Monitoring
Reporting
Unified
Communications
VoIP
Video conferencing
IPT 22

23. Diyixian Solution Offerings
Connectivity
UTM UC 23

24. What does the term “VPN” mean?
Definition of “generic” VPN extracted from
A virtual private network (VPN) is a way to use a public telecommunication infrastructure, such as the Internet, to provide remote offices or individual users with secure access to their organization's network. A virtual private network can be contrasted with an expensive system of owned or leased lines that can only be used by one organization. The goal of a VPN is to provide the organization with the same capabilities, but at a much lower cost. A VPN works by using the shared public infrastructure while maintaining privacy through security procedures and tunneling protocols such as the Layer Two Tunneling Protocol ( L2TP ). In effect, the protocols, by encrypting data at the sending end and decrypting it at the receiving end, send the data through a "tunnel" that cannot be "entered" by data that is not properly encrypted. An additional level of security involves encrypting not only the data, but also the originating and receiving network addresses.
This definition applies to “encryption VPN” only, NOT IP VPN!! 24

25. Classification of VPN
SSL
VPN by firewall
MPLS IP VPN 25

26. What is MPLS? MPLS = Multi Protocol Label Switching Benefits
Greatly reduce the processing overhead
Support of CoS and QoS 26

27. OneVPN Family OneVPN Enterprise OneVPN Corporate OneVPN Corporate Plus
Formerly named as MPLS IP VPN, supports end-to-end QoS
OneVPN Corporate
Formerly named as VPN lite, doesn’t support QoS
OneVPN Corporate Plus
New product defined in 2006, support QoS in backbone only instead of end-to-end
OneVPN Retail
Formerly named as vISP, mainly local connectivity within a city 27

28. OneVPN Service Specification
ONEVPN Enterprise
ONEVPN Corporate Plus
ONEVPN Corporate
Application
Gold : Real time applications, VC, VoIP, IPT
Silver : Delay sensitive applications, ERP
Bronze : , Web, HTTP, File transfer
Delay sensitive applications, ERP
, Web, HTTP, File transfer
Class of Service (CoS)
Gold/Silver/Bronze
Silver
Bronze
Resource reserved
High
Medium
Share base
Quality of Service (QoS)
End-to-End Guaranteed
Backbone Guaranteed
Best Effort
Local Loop
TDM-based circuits like DDN, fibre and Telco dedicated circuits etc.+ SSL mobile user access
Any types of broadband circuit + SSL mobile user access
CE-PE security
Layer 2 circuit
GRE tunnel 28

29. OneVPN Enterprise / Corporate / Corporate Plus
Features
Cross-country networking (e.g. HK to PRC, TW to PRC) over Diyixian’s sophisticated backbone
Optional Internet access 29

30. OneVPN Retail Features Networking within a city (e.g. within HK)
Customers can link up all their branches as a private network using latest technology (e.g. xDSL) without investing in backbone and equipment 30

31. Last Mile Circuit
Diyixian is “carrier neutral”, which means customers can choose any circuit type from various Telcos including:
HK: PCCW, HGC, Wharf T&T, Towngas Telecom
TW: CHT (中華電信), Sparq (速博)
PRC: CT (中國電信), CNC (網通), YT (盈通), Unicom (聯通), CRC (鐵通) 31

32. Internet Access Broadband Internet Access service Data Centre service
PCCW: Mega Access, Mega Link, FBS
HGC: xDSL, MetroNet
Wharf T&T: xDSL, MetroNet
Data Centre service
Data Centres deployed at HK, TP, BJ, SH, GZ, SZ, Singapore 32

33. Diyixian Solution Offerings
Connectivity
UTM UC 33

34. UC
UC = Unified Communications
IPPBX
Video Conference
VoIP 34

35. UTM & Security Product Briefing35 35

36. Agenda Threats and Challenges What is UTM?
Diyixian Solutions Offerings
UTM Solutions
Targeted Customers 36 36

37. Threat from Internet Multiple Threat Types Application Threat Vector
Various Application Entry Points
Different Functions
Threat Payload Intent Varies
Broad Range of Propagation Techniques
Application Threat Vector
Viruses & Spyware
Spam & Directory Harvest Attacks
Web Phishing
Network Threat Vector
Network Worms
DDOS/DOS
IP Packet Capture
Spoofing & Man-In-The-Middle

38. Challenges Multiple Vendors for Blended Threats Too Costly
Require multiple security point products
Limited to no product interoperability
Too Costly
High capital and operational expense
Disparate management consoles
No central threat dashboard
Not Flexible
No deployment flexibility
Limited product offering
IPSEC VPN
SSL VPN
IPS
Firewall
Servers
Antivirus
Antispam
Users
URL Filters
AntiSpyware

39. What is UTM?
UTM is……
A stand-alone appliance or a software package that combines a firewall, antivirus, spam and content filtering as well as intrusion detection. It has many features in one box, including junk filtering, AV capability, an IDS (or prevention) system and www content filtering, along with the traditional activities of a firewall. These are application-layer firewalls that use proxies to process and forward all incoming traffic, though they can still frequently work in a transparent mode that disguises this fact. However, if this uses too much processor time, the higher-level inspection can be disabled so that the firewall functions like a much simpler network address translation (NAT) gateway. 39 39

40. Diyixian Solution Offerings
UTM
Appliances
Managed Service 40 40

41. UTM Solutions Managed Service MessageLabs Appliances Barracuda
Fortinet
Sonicwall

42. Multi-Layers Infrastructure Branch Offices
Targeted Customers…
SME
Multi-Layers Infrastructure
Branch Offices
Enterprises across the world 42 42

43. Thank You

44. MIS System Training

45. Index
1. Outlook
2. IP PBX
3. Printer Setup
4. Vipico System

46. Outlook express
1.outlook express
工具->帳號->郵件->添加->郵件

47. Outlook express

48. Outlook express
1.outlook express的設置
工具->帳號->郵件->添加->郵件

49. Outlook express

50. Outlook express

51. Outlook express

52. Outlook express
設置成這樣就成功了:

53. Outlook express Q&A
1.附件變成恢色,無法打開.解決方法:工具->選項->安全 把不允許保存或打開可能有病毒的附件前面的勾去掉
2.工具->選項->維護->存儲檔 先把原路徑下outlook express 複製到目的地.然後再點更改,選擇目的地就行了.
3.收不了郵件,或者不停的發送同一封郵件,请检查outlook express存储目录下是否有某个文件夹达到1.99G.有就要先剪出来,然后再新建一个文件夹把它放进去.

54. Outlook 2003
1.outlook 2003的設置
工具->電子郵件帳戶->添加電子郵件帳戶

55. Outlook 2003

56. Outlook 2003

57. Outlook 2003

58. Outlook 2003
在上一步的:其他設置->高級
勾上在伺服器上保留郵件的不置副本,就可以在多處收同樣的mail

59. Outlook 2003
outlook 2003郵件備份
工具->選項->郵件設置 然後點打開文件夾,接著把打開的檔夾下的所有檔剪切到份備盤.注意粘貼前要先關閉outlook 2003
恢復前也要把默認的檔夾剪走,再打開outlook2003.在彈出的對話方塊選擇之前備份的郵件所在地 概要

60. Outlook 2003
分開folder 以及 mail rules 設置以方便閱讀 以及可減少容量太大令郵件無法閱讀問題

61. Office Network 1.整個辦公室分兩個segment:
/24 for non-office segment
/24 (DHCP) for office segment
2.IP地址的獲得：DHCP自動分配
ip地址的查看:開始->運行 輸入cmd再輸入ipconfig
ip地址的釋放：開始->運行 輸入cmd再輸入ipconfig/release
ip地址的重新獲得：開始->運行 輸入cmd再輸入
ipconfig/renew 概要

62. Office Printer
1.HP laserjet IP: (Sales and Marketing department) PR000003
2.HP laserjet IP: (CSA and AA department) PR000009
3.HP laserjet 4050TN- IP: (CSE and MIS department) PR000004

63. HP laserjet

64. HP Laserjet

65. HP Laserjet

66. HP Laserjet

67. HP Laserjet

68. HP Laserjet

69. MXIE (Office IP phone System)
System domain: hkb-mx1.dyxnet.com

70. MXIE Introduction 1.用於查看來電顯示 查看->日誌就可以看到打入打出的電話 2.發送即時資訊
查看->通訊錄 雙擊要通信的物件就可以發資訊
3.呼叫轉移等等 概要

71. Zultys 2x2
功能鍵簡介

72. Call Transfer

73. Conference Call

74. Call Handling

75. Hold Call 概要

76. Zip2

77. Call Forward

78. Conference Call

79. Receive third party call

80. Phone List Remark: 港外長途: * -> 區碼 -> 號碼
查看公司聯繫人等資料的網止：pn.dyxnet.co
普通撥打先按9就可以打外線，具體撥打方法
如下：
Remark: 港外長途:
* -> 區碼 -> 號碼 概要

81. Phone Call Q&A 1.查看電源是否接好,網線是否接好. 2.有電流聲,但是打不通電話.
請嘗試撥掉電源重新接上.等一到五分鐘再試一次.如果發現還不通.
先拿起電話,長按1鍵,直至燈不閃(清空電話配置),接著按以以方法重
配置一次.

82. Vioce Message 1.第一次使用請先設置留言資訊 方法:先撥打1161->聽到提示音後輸入MXIE密碼,再錄製留言資訊
2.聽取別人給你的留言
方法:先撥打1161->聽到提示音後輸入MXIE密碼再輸入自己的分機號碼

83. Call Log 概要 1.Zultys 2可通過MXIE查看 方法:打開MXIE 點擊:查看->日誌 就能看到打進打出的電話
2. 1.Zultys 2x2可通過MXIE查看與液晶屏查看
方法1:打開MXIE 點擊:查看->日誌 就能看到打進打出的電話
方法2:先按Redial再按向下與向上方向鍵查看打入與打出的電話記錄. 概要

84. Softphone Usage
Purpose : For for general staff (travelling or working at home) with MIXE but no IP phone.
User Guide :

85. pn.dyxnet.com – room booking
MIS Server
mis.dyxnet.com
pn.dyxnet.com – room booking

86. File Server
Ip:
Domain name: hkb-pdc

87. ERP system url: erp.dyxnet.com- CS ticketing system Erpsys.dyxnet.com:
-CAS
-CCIS
-SIS
Training Materials:

88. Workflow System
URL:

89. Dyxnet WIKI url: wiki.dyxnet.com
Approved Software list -
Security
File Encryption

90. Cello system (for non-office segment only)
url: cello.hk.dyxnet.com
tellme system eg. tellme, tellip……

91. DYX SYSTEM Network Database – netdb.dyxnet.com
Dyx Inventory System- invinfo.dyxnet.com
Mail Scan System (Spam filtering) –
daily (about afternoon) sent by and (Spam Manager)

92. SSL-VPN
Purpose: for general staff (travelling or working at home) (eg. internal web access, file server, (pop3))
IP:
User guide:

93. ISO 20000 Information Security Management
15-21 May 2007

94. Acceptable Use of Information Resources
Agenda
Acceptable Use of Information Resources
The guidelines for using Information Systems and Information in the Organizations.
Information Classification, Labeling, Handling
How the information is classified, labeled and handled in proper manner.
Departmental Information Classification

95. Acceptable Use Password Security
Should not share or disclose account login and password
Should keep password in a secure manner
Should select a quality password, e.g. min. 6 characters
Should change password regularly

96. Acceptable Use Use of Internet
Internet used for company business purpose
Should not used for personal purpose
Instant Messaging should be used for business purpose only
Users should be responsible for their own actions

97. Acceptable Use Use of E-mail
Organization accounts should be used for business purposes.
Non-organization accounts should be not used for business purpose unless authorized.
Should not open any links or attachments of suspicious s.
Should not send s containing unlawful, pornographic or offensive content.
Should not disclose organization address book or mailing lists to unauthorized parties.

98. Acceptable Use Compliance
Should be compliance with Personal Data (Privacy) Ordinance of Hong Kong SAR, when collecting, processing or using personal data.
Should not upload, download or share any illegal or unlicensed programs or any copyrighted materials in accordance with Copyright Ordinance of Hong Kong SAR.

99. Information Classification
Purpose
Every Information should be classified in order to provide a framework for evaluating the information’s relative value and implementing proper control over the information to preserve its confidentiality and integrity.

100. Information Classification
DYX
Unclassified
Restricted
Confidential
Secret

101. Information Classification
Secret
Confidential
Definition
This classification is for information assets of the most sensitive nature. The unauthorized disclosure of such information would cause grave damage to the interests or reputation of the Organization, or would be of great advantage to Organization’s competitor
Unauthorized disclosure of information would be detrimental to the interests or reputation of the Organization, would cause embarrassment to the Organization, or would be of advantage to an Organization’s competitor
Examples
Payroll, Internal cost
Equipment passwords, backup tapes

102. Information Classification
Restricted
Unclassified
Definition
This classification is for information assets which could benefit others at the Organization’s expense if communicated to unauthorized people outside the Organization.
This classification is for information assets which are not sensitive and may be made publicly available.
Examples
Intranet, Tel. directory
Web site, brochure

103. Information Labeling
Printed format
classification level shall be written on every page, including the cover page of the document.
Removable Media
classification level of information contained within the media shall be clearly indicated on the media.
Transmitted Information
the classification shall be visibly indicated within the contents wherever possible. Where technical constraint exists, other compensating controls shall be implemented. Examples of such controls are:
Creating labeled sub-directories at the destination;
Calling / informing the recipient to inform of the classified information transmission.
Except for unclassified information, all information shall be labelled

104. Information Handling Duplication Storage Transmission Disposal
Paper (fax, printed doc., handwriting)
Electronic ( , CD, USD drive, etc)
Transmission
Paper
Electronic
Disposal

105. Information Handling Unclassified Duplication
Copying or reproduction is allowed.
Storage (Paper or Electronic)
No specific control is required

106. Transmission (Paper or Electronic)
Information Handling
Unclassified
Transmission (Paper or Electronic)
No specific control is required.
Disposal
No specific requirements.

107. Information Handling Restricted Duplication
Copying and reproduction is allowed for internal circulation
Classification shall be inherited in the duplicated copy

108. Information Handling Restricted Storage (Paper)
Document is protected against theft at all times.
Storage (Electronic)
Protected again theft at all times.

109. Information Handling Restricted Transmission (Paper)
Fax: ensure the recipient is to receive the copy
Courier: ensure the service is provided by a reliable and reputable vendor
Transmission (Electronic)
No need to have any control.

110. Information Handling Restricted Disposal (Paper)
No specific requirements
Disposal (Electronic)
Just delete them.

111. Information Handling Confidential Duplication
Unauthorized copying or reproduction shall be disallowed
Classification shall be inherited in the authorized duplicated copy

112. Information Handling Confidential Storage (Paper)
Document is protected against theft at all times.
Storage (Electronic)
Protected again theft at all times.

113. Information Handling Confidential Transmission (Paper)
Fax: Shall verify that the document is properly received.
Courier
ensure the service is provided by a reliable and reputable vendor
Ensure the document is sealed
Shall verify that the document is properly received.
Transmission (Electronic)
Information shall be password protected or encrypted.

114. Information Handling Confidential Disposal (Paper)
Shall be shredded or torn beyond recognition using shredder machines.
Disposal (Electronic)
Shall be erased completely without the possibility of reconstruction. (e.g. undelete)

115. Information Handling Secure Duplication
Unauthorized copying or reproduction shall be disallowed.
The information owner shall perform the reproduction personally, where possible.
Classification shall be inherited in the authorized duplicated copy

116. Information Handling Secure Storage (Paper)
Document shall be kept in a locked drawer or equivalent.
Storage (Electronic)
Shall be stored in encrypted form.
Access rights shall be implemented to prevent unauthorized access.

117. Information Handling Secure Transmission (Paper) Fax: NOT allowed.
Courier
ensure the service is provided by a reliable and reputable vendor
Ensure the document is sealed
Telephone notification prior to transmission
Shall verify that the document is properly received.
Transmission (Electronic)
Information shall be encrypted before transmission

118. Information Handling Secure Disposal (Paper)
Shall be shredded or torn beyond recognition using shredder machines, preferably personally by the information owner.
Disposal (Electronic)
Shall be erased completely without the possibility of reconstruction. (e.g. undelete)

119. Information Classification
HR & Admin.

120. Information Classification
Accounts/Finance

121. Information Classification
HKCSA

122. Understand the policy/procedures
What’s next?
Understand the policy/procedures
Start to implement the procedures immediately!
Clean up your desk!
Classify the information
Make all the information (except unclassified) are properly labeled.
Ask MIS or Department Head if you have any questions

123. Questions ?

124. The end
Thank you
HKMIS- Steven Wong
Ext：7699

125. Integrated Management System (ISO 9001 & ISO 20000) Awareness Training
Diyixian.com Limited
Integrated Management System
(ISO 9001 & ISO 20000)
Awareness Training
Wallace Ng
Group VP, Customer Support
125

126. ISO Introduction ISO 9001 ISO 20000 IMS Framework Scope
Agenda
ISO Introduction
ISO 9001
ISO 20000
IMS Framework
Scope
Diyixian ISO9001 and ISO20000 Integrated Management System Policy and Objective
Document Structure
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127. 127

128. International Organization for Standardization isos (Greek) = equal
ISO headquartered in Switzerland
“Metric System” is the first ISO standard in the world
Now over 15,000 standards published
the need to have standard?
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129. ISO 9001:2000 E.g. ISO 9001 First Issue : 1987 Second Issue: 1994
Third:
ISO 9001:2000
Year
Standard
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130. ISO 9001 QMS = Quality Management System
“The organization shall establish, document, implement and maintain a quality management system and continually improve its effectiveness in accordance with the requirements this International standard”
ISO 9001 – most well-known & widely implemented ISO standard
Worldwide > 750,000 certified organizations
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132. ISO 20000
ISO 20000:2005
The first worldwide standard specification for IT Service Management (ITSM)
Focus on the management of IT service delivery and support
Standard originally published in 2000 as BS15000 and revised in 2002
BS15000 replaced by ISO in 2005
ISO is derived from and complementary to ITIL (IT Infrastructure Library)
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133. ISO 20000
ISO promotes the adoption of a set of integrated process for the effective delivery of managed services to meet the business and customer requirements
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134. Relationship with ITIL
ITIL® provides a framework for best practice Service Management
Organizations and indeed some tools claim to be “ITIL® compliant”
ISO is the industry recognized assessment of capability for ITSM
Strong similarities in processes
Additional emphasis on the overall management system
Requirement for a Management System
Planning and Implementing Service Management
Planning and Implementing New or Changed Services
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135. ISO 20000 Certified Organizations
Hong Kong
Diyixian.com Limited
Hewlett-Packard HK SAR Ltd
Cascade Ltd. (PCCW subsidiary)
Hong Kong Housing Society
IBM China/Hong Kong Limited
PCCW Solutions – Outsourcing and Managed Services
PRC
Huawei Technologies Co Ltd / Huawei Information Systems Co Ltd
LG CNS China
Beijing Digital China Limited/ Digital China (China) Limited
G-NET Integrated Service Company Limited
Taiwan
Acer Inc. e-Enabling Data Center, Acer Cybercenter Services Inc.
IBM Taiwan Corporation
Environmental Protection Administration Executive Yuan
Information Management Centre Ching Shan Institute of Science & Technology
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136. Terms and Definitions Availability Baseline Change record
Ability of a component or service to perform its required function
Baseline
Snapshot of the state of an individual configuration at a point in time
Change record
record containing details of which CIs are affected (tracked through it’s lifecycle)
Configuration item (CI)
component of an infrastructure or an item under the control of Configuration Management
CMDB
Database containing all the relevant details of each configuration item and details of the major relationships
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137. Terms and Definitions Incident Problem Record Release RFC ServiceDesk
Any event which is not part of the standard operation of a service (includes requests & “how do I …?” calls)
Problem
Unknown underlying cause of one or more incidents
Record
Information in readable form, including computer data held as evidence of SM activities
Release
Collection of new and/or changed CIs
RFC
Form or screen used to record details of a request for change to any CI within a service or infrastructure
ServiceDesk
Customer facing support group
SLA
Service management
Management of service to meet business requirement
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138. Benefits A continuous improvement in the quality of IT Service
Reduce long term cost in the development and delivery of IT services
Reduce risk of not being able to meet business objectives
Better communication between IT and the business
Greater productivity and best use of skills and experience
The ability to absorb a high rate of change
Staff are provided with BEST PRACTICE guidance
Compliance to procedures can be audited
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139. ISO Content Overview
139

140. Planning and Implementing Service Management
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141. 141

142. Diyixian IMS Framework
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143. 143

144. IMS Certification Scope
“The Integrated Management System that supports the provision of Virtual Private Network (VPN) service to its external customers at Unit 2501, Global Gateway (HK), 168 Yeung Uk Road, Tsuen Wan, Hong Kong.”
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145. IMS Certification Scope
Physical Location:
Unit 2501, Global Gateway (HK), 168 Yeung Uk Road, Tsuen Wan, Hong Kong
Department:
Customer Service Administration
Sales
Product & Marketing
Network Operation
Service
Physical location of Service desk (located at Guangzhou) is excluded in the scope
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146. Integrated Management System – Management Committee (IMS-MC)
IMS Responsibilities
Integrated Management System – Management Committee (IMS-MC)
Establish management system policies, objectives and plans;
Promote and communicate the management system policies and initiatives throughout the management system;
Ensure the necessary resources are allocated for the management system;
Ensure that customer requirements are determined and met;
Ensure that management reviews are conducted regularly;
Ensure organization-wide awareness programmes and training are conducted;
Implement service management processes within the management system.
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147. IMS Responsibilities
Integrated Management System – Management Representative (IMS-MR)
Ensure the IMS is established, implemented and maintained in accordance with the requirements of ISO9001:2000 & ISO20000:2005 specification,
Report to top management on the performance of the IMS for review, including recommendations for improvement,
Be responsible for coordinating the implementation of the Company IMS,
Ensure the promotion of awareness of customer requirement, information technology system awareness and other regulatory requirements throughout the Company;
Organize the management review meeting regularly;
Ensure that sufficient resources are allocated for the proper implementation of the IMS Policy and the IMS,
Receive staff suggestions for improvements or additions to the IMS and take the necessary action to implement them where they are beneficial,
Keep staff informed of developments in the IMS,
Liaise with external parties on matters related to the management system,
Delegate a representative to take up his responsibilities when he is out of town or on leave.
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148. Integrated Management System – Working Committee (IMS-WC)
IMS Responsibilities
Integrated Management System – Working Committee (IMS-WC)
Develop, maintain, promulgate and review the management system policies, procedures and guidelines;
Respond to the direction of the Management Committee;
Support the management system process;
Participate the management review meeting and report the implementation status of management system.
Implement actions necessary to achieve planned results and continual improvement of management processes.
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149. Diyixian ISO9001 and ISO20000 Integrated Management System Policy
Continuously satisfying client’s needs and expectation on the VPN Service is the mission of Diyixian.com Limited.
To achieve this:
We ensure our projects and activities comply with the requirements specified in our Integrated Management System, and all the industrial applicable standards and regulations;
We maintain and enhance our staff’s and subcontractor’s competence and attention in all phases of provisioning and maintenance of the VPN Services to ensure an excellence service to our customers.
We set up yearly objectives and targets and commit to continual improvement in all the activities that have impacts on our service.
We promote our policy and communicate with all the employees, suppliers and contractors, and other interested parties.
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150. IMS Implementation Methodology
Management Responsibility
Resource Management
IT Service Management Process
Measurement, Analysis and Improvement
Control of Documents
Control of Records
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151. IMS 07/08 Planner
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152. Document Structure Work Instructions Records System Procedures Manual
(1)
(23)
(>60)
(>100)
Policy, high level requirements, responsibilities
Processes description
Operation requirements, procedures, responsibilities
Readable data/ minutes/ forms produced by WIs, operations
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153. Continual Improvement
Scheduled internal and external ISO9001 and ISO20000 audits
Job and competence trainings
Management review meeting
Analysis of monitored events
Incident and problem report
Customer satisfaction analysis
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154. INTERNAL USE – NON SENSITIVE
For more information
Please contact :
Mr. Wallace Ng
Group Vice President, Customer Service
Direct Line: (852)
Fax: (852)
Mobile: (852)
Thank You!
INTERNAL USE – NON SENSITIVE
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