Using as a guide the principles and processes described in ITIL 2011 Service Strategy and Service Design (and taking into account the ISO/IEC 20000 IT service management standard parts 1 – Requirements, 2 – Code of Practice and more recently part 9 – Cloud Services), we help to design and develop services for our clients that comply with the policies and procedures that have been identified. For example, our customer’s information security policy might mandate the use of encryption at rest and in transit using specific protocols (such as TLS) or encryption strength (e.g. AES 256) and these items will be used as design parameters that must be included. The full set of parameters will be incorporated in a service design package that will be signed off by the customer prior to the implementation stage.
Gaia Technologies has invested a significant amount of time, effort and financial resources into establishing an effective quality environment, based on certification to ISO standards. This covers many aspects of Gaia’s operations and the services it delivers, including quality management (ISO 9001), IT service management (ISO/IEC 20000), information security (ISO/IEC 27001), health and safety (OHSAS 18001) and environmental management (ISO 14001).
At an individual customer and service level, the quality of the service delivered is controlled via a set of IT service management processes that are based on ITIL 2011 and comply with the requirements of the ISO/IEC 20000 standard.
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