ISO 20000 is the internationally recognised IT service management standard, awarded to IT organisations that meet the criteria set out by the International Organisation for Standardisation (ISO).
Based in Geneva, ISO is the world’s largest and most respected organisation in the voluntary international standards field.
Russ Prior, Cobweb Security & Compliance Manager, says, “ISO defines ISO 20000-1:2018 as ‘a service management system (SMS) standard. It specifies requirements for the service provider’ - i.e. Cobweb - ‘to plan, establish, implement, operate, monitor, review, maintain and improve an SMS. The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.’
“Cobweb has worked had to ensure that we meet the standards specified and continue to provide the best possible service to our customers.”
ISO 20000 certification is formal recognition that Cobweb:
· takes a best-practice approach to IT service management
· has in place defined and measurable guidelines to ensure processes are effective
· has a culture of continual improvement.
The certification review process involved the standards auditor examining every process involved in Cobweb’s service management, including looking at go-to-market offerings, request management, and change management. The review covered individual process elements - such as ensuring that Cobweb provides relevant and timely updates to customers, with robust governance in place to oversee change management.
Customer satisfaction is a major deciding factor in the award of ISO 20000.
Russ Prior: “The auditor was incredibly impressed with the open way in which we deal with customer reviews.
“We continually monitor reviews to ensure that we’re providing the service our customers want - and using the reviews to build on our service provision.
“And we have a well-defined process that’s immediately activated on receiving any negative reviews, to ensure not only that the customer’s concerns are dealt with as quickly as possible, but that we learn from the experience.”
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