Based in Geneva, the ISO - the International Organisation for Standardisation - is the world’s largest and foremost authority for creating voluntary international standards, with ISO 20000 the standard for IT service management.
Russ Prior, Vuzion Security & Compliance Manager, says, “ISO defines ISO 20000-1:2018 as ‘a service management system (SMS) standard. It specifies requirements for the service provider 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.’
“Vuzion has worked hard to obtain this certification, and to be able to demonstrate to our partners and vendors that we meet the standards specified, and that we will continue to provide the best possible service.”
ISO 20000 certification signifies that Vuzion:
· employs a best-practice approach to IT service management
· has defined measurable rules to ensure processes are effective
· has implemented within the company a culture of continual improvement.
The certification process required an on-site audit, with the auditor looking at every procedure involved within Vuzion’s service management. This included review of go-to-market offerings, for example, request management and change management processes, with examination down to individual elements - such as ensuring that relevant and timely updates to partners are provided - as well as ensuring that effective change management governance is in place.
Russ Prior: “The auditor looked to confirm that our partners’ customers are also getting a good experience, that services are designed and scoped properly, that relevant training is available, and billing provision and support is in place.
“We needed to be able to demonstrate that if issues are raised, they’re fully investigated, improvements made, and these improvements monitored.
“Partner satisfaction is also an overriding factor affecting award of the certification, and the auditor was incredibly impressed with the open way in which we deal with partner reviews, and in the particular the swift way any negative reviews are addressed, and the way in which we learn from any such experience.”