The Information Technology Team of Institute for Tourism Studies has been audited for its IT Service Management System in October 2013 and successfully found to be in accordance with the requirements of ISO20000 by the renowned Bureau Veritas Certification. The certificate is valid from November 2013. IFT becomes the first higher education institute to receive this international certification. ISO20000 Certification in Information Technology Service Management Standard is inspired from the British Standard BS15000 model and aligned with the process approach defined by the IT Infrastructure Library (ITIL) of Office of Government Commerce (OGC). ISO20000 Certification helps companies to improve the sustainability of their IT services and infrastructure, streamline IT processes, boost effectiveness and ensure a controlled, consistent high quality delivery of services both internally and externally for extended networks and their end customers. The major management processes of the ISO20000 Standard comprise IT Service Level, Budgeting & Accounting, Supplier & Business Relationship, Information Security, Change & Release, Incident & Service Request, etc. to ensure the ultimate objective of effective information technology service management. Implementing the management of ISO20000 demonstrates the commitment of IFT to provide and maintain high quality IT services. Modernising the administration is the policy of Macao SAR Government, which IFT has been actively cooperating with. Besides, IFT focuses on quality management of teaching and administration. With the advanced development of the Institute, most of its internal administrative processes and external services have become electronic, and its effective operation depends on the related IT support to a certain extent. Therefore, IFT has attached high importance to IT management and decided to introduce ISO20000 Information Technology Service Management Standard at the end of 2011 to ensure its effective, quality and sustainable IT services. Before achieving the ISO20000 Certification, IT department of IFT spent almost two years on attending trainings, developing service management system, designing management processes, testing and revising work processes, launching and accepting the audit. During this period, IT department faces some challenges, such as lack of manpower due to the increased workload, change of working method, insufficient knowledge, etc. Yet, these problems have been solved thanks to the great support, active participation, collaboration and patience of all members of the IT department, and the Institute finally received the ISO20000 Certification in November 2013. ISO20000 Certification is not the end but a new beginning to strive for becoming better and gradually approaching perfection. One of the key requirements of ISO20000 Standard is actively seeking for improvement in alignment with business objectives, customers' needs and IT development, so as to satisfy users' needs on IT service quality. Attaining ISO20000 Certification is not only for the purpose of adopting the best practice of information service and improving the service quality, but also introducing into the principles of ISO management including transparent and standardised work process, measurable performance and accountability.