In a dynamic and service oriented world that is increasingly reliant on IT to achieve business objectives, public and private entities are integrating IT within their business operations in order to achieve a competitive advantage, streamline their operations, cut costs, or simply go around their daily business.

It is in such environments that the need for implementing standards and best practices becomes relevant. Traditionally, IT has been viewed as a black hole where sizeable investments are being thrown in without achieving clear and measurable outcomes. Over the years, and as IT matured, this view has been shifting towards a world of clearly defined processes, services, and with well defined results that give value to the business.

The Service Management Center of Excellence (SMCE) was founded for the purpose of promoting a culture of service excellence in the region. SMCE achieves its objectives by creating a continuous cycle of Knowledge Transfer, Knowledge Creation, and Knowledge Sharing that is aligned with local governmental and private needs.