The IT network and server support firm is now only one of a handful of IT support specialists who can demonstrate delivery of quality driven services and service management standards in line with the highly regarded ISO 20000 framework. This achievement is a clear differentiator and is a major factor in positioning Comms-care at the forefront of the IT service industry.
ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its channel partners. It also provides a natural follow on from ISO 9000 which focuses on IT quality management.
Ewan Conlon, Service Delivery Manager at Comms-care explains “In 2007 Comms-care set out its Quality and Service Management Plan. The aim was to achieve a supporting set of standards that would benefit not only the organisation but Comms-care’s channel partners and suppliers alike. In addition Comms-care is on track for achieving ISO27000 which will complete our best practice plan.”
Once awarded ISO 20000 certification companies are again audited around every six months. The audit process is strict and non-compliance in adhering to the rigorous requirements can result in the certification being either suspended or even revoked. This provides a powerful motivation for ISO certified companies to drive continuous improvement plans which are beneficial to meeting the needs of the customer.
Ben Davies, Sales Director at Comms-care claims “As the UK’s leading ‘channel only’ IT support provider it is imperative that we maintain the development of our service offering so our channel partners continue to benefit from our infrastructure and technical resources. Achieving ISO 20000 status underpins our continual commitment to our channel partners and is just one of a number of initiatives that ensure our partners stay loyal to a respected and trusted brand like Comms-care.”