UCS Solutions, the largest IT retail services provider, announced its re-certification on the new ISO/IEC 20000-1:2011 standard.
The ISO/IEC 20000 initiative was started under the leadership of Nigel Henderson, Senior Executive - Infrastructure Division.
A phased approach was adopted for the assessments. UCS Solutions scheduled a set of four audits over a five-month period with the South African Bureau of Standards (SABS) Senior Auditor. Process owners were assigned to each process and the ISO/IEC 20000 project was subsequently kicked off.
Fortunately, an ITIL process culture had already been entrenched within UCS Solutions through the implementation of ITIL best practice. All management and supervisory staff were already using the ITIL processes for IT service management and delivery. This culture and the positive attitude of the process owners provided UCS Solutions with a firm foundation to obtain ISO/IEC 20000 compliance within an unprecedented short period, and also to fast track the implementation of the project.
The continuous improvement process enabled UCS Solutions to be aligned with the new standard and maintain the certification over the past three years. Surveillance audits by SABS were done on the new standard, which made the re-certification a seamless process.
"This shows our commitment to our customers and staff to deliver IT retail services of the highest quality, repeatable, cost-effective and auditable."
This quality management certification process spanned across all process areas within the IT Infrastructure Division, with audits being done for the following areas:
* Management system
* Planning and implementing service management
* Service level management
* Service reporting
* Capacity management
* Budgeting and accounting
* Service continuity and availability management
* Configuration management
* Change management
* Release management
* Incident management
* Problem management
* Information security management
* Business relationship management
* Supplier management
"UCS Solutions not only realises the benefits of having adopted this quality standard in a competitive service delivery market, but enjoys this accreditation as a market differentiator."
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