Background
The client is a well-established, publicly listed IT and digital transformation company with operations across multiple geographies. It delivers services to Fortune 500 clients across industries including:
Banking & Financial Services
Retail & Consumer Goods
Healthcare & Life Sciences
Manufacturing & Logistics
As the organization grew rapidly in scale and scope, leadership recognized three critical business challenges:
Service Consistency
- Diverse delivery centers across regions required standardized IT service management practices.
- Assured global clients of consistent service quality.
Information Security Risks
- Handling sensitive financial and healthcare data posed cyberattack, data breach, and compliance risks.
Business Continuity
- Clients demanded resilient and available services during disruptions (cyber incidents, disasters, pandemics).
To address these, the company pursued a trifecta of globally recognized standards:
ISO/IEC 20000-1 – IT Service Management
ISO/IEC 27001 – Information Security Management
ISO 22301 – Business Continuity Management
ISOQAR India was chosen as the certification partner.
ISOQAR India’s Approach
ISOQAR India worked closely with the client’s leadership, IT, and compliance teams to build an integrated management system.
- Conducted a gap assessment against ITIL and ISO/IEC 20000-1 requirements.
- Standardized incident, problem, change, and service request management processes.
- Established SLAs and KPIs to ensure measurable service delivery.
- Introduced a service improvement cycle, enabling continuous feedback and optimization.
- Defined the Information Security Management System (ISMS) scope covering data centers, cloud environments, and delivery centers.
- Conducted risk assessments for client data handling, application hosting, and third-party integrations.
- Implemented controls across 93 Annex A requirements (ISO/IEC 27001:2022).
- Strengthened access management, encryption, SOC monitoring, and vendor risk management.
- Rolled out awareness programs to reduce risks from phishing and insider threats.
- Mapped critical business processes and identified Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs).
- Established redundant data centers, cloud failover, and remote working models.
- Developed and tested business continuity and disaster recovery plans (BCP/DRP).
- Conducted regular crisis simulations for cyber incidents, natural disasters, and pandemic scenarios.
- Integrated BCMS with ISMS to ensure coordinated response to security-related disruptions.
Results & Achievements
- Service delivery standardized across 20+ global delivery centers.
- Customer satisfaction scores improved by 18% due to consistent SLA performance.
- Reduced incident resolution times by 25% with streamlined ITSM practices.
- Zero major data breaches since implementation.
- Client audit findings reduced by 60%, leading to fewer contractual escalations.
- Compliance alignment achieved with GDPR, HIPAA, and financial services regulations.
- Phishing success rate dropped by 70% after employee awareness campaigns.
- Achieved 99.99% service availability across global operations.
- Successfully executed remote work transition for 90% workforce during COVID-19 without service disruption.
- Critical processes recovered within 4 hours in business continuity drills.
- Financial impact of disruptions reduced by an estimated ₹150 Crores annually.
Strategic Impact
For Clients
Provided global customers with confidence in secure, resilient, and high-quality IT services.
For the Organization
Certifications became a competitive differentiator in RFPs and contracts, strengthening positioning against global peers.
For Employees
Built a culture of service excellence, security-first mindset, and resilience awareness.
For Investors & Stakeholders
Demonstrated robust governance and risk management, enhancing trust.
Conclusion
By achieving ISO/IEC 20000-1, ISO/IEC 27001, and ISO 22301 certifications with ISOQAR India, this Pune-headquartered IT services provider transformed its global operations into a model of:
- Service Quality (20000-1)
- Data Security (27001)
- Operational Resilience (22301)
These certifications not only reduced risk but also unlocked business growth, enabling the company to win large contracts from BFSI, healthcare, and retail clients worldwide.
This case highlights how integrated ISO certifications empower IT service providers to deliver secure, reliable, and world-class digital solutions in today’s competitive global marketplace.
