Taipei, Dec . 13th , 2011 — Trend Micro Incorporated (TYO: 4704;TSE: 4704), a global cloud security leader, today announced that TrendLabs, the global technical support and R&D center of Trend Micro, was granted the International Organization for Standardization (ISO) 20000 certification in November 2011 with certificate no. 103 155 11004 for the adherence to IT service excellence of its Malware Information, Detection, Cleanup and Technical Support Services.
"With ISO 20000 Service Management processes in place, we deliver seamless threat protection and customer support services to our customers. They can be sure that we are doing everything to improve and maintain the high quality of our service delivery processes so they can concentrate on doing their core business and let us handle their threat concerns,” Alan Chen, Trend Micro Senior Director for Core Technology said.
Chen added, "To achieve ISO 20000 certification, we looked carefully into our existing processes and changed what needed to be improved in areas such as change, configuration, and release management.”
The certification was achieved through the dedication and hard work of the TrendLabs team and the professional guidance of its consulting partner ECCI Philippines. TrendLabs was declared ISO 20000 compliant by well-renowned German certifying body TUV Rheinland, which has over 490 locations in 61 countries in all five continents.
ISO 20000, or IT Service Management, is a global standard that was used to benchmark TrendLabs’ ability to deliver services to customers. The said certification is proof that Trend Micro demonstrates industry best practices and continuously monitors and improves the quality of its service delivery and support functions. It was developed to mirror the best practices described within the ITIL (IT Infrastructure library) framework.