Our client is one of the world’s leading providers of communications solutions. Its principal activities include networked IT services, local, national and international telecommunications services and higher-value broadband and internet products and services.

“Being able to clearly demonstrate to the business and its customers that the organisation’s service delivery processes represent best practice, are auditable, accountable and, most of all, are of value for the money is a major competitive differentiator,” explains a member of the client’s IT Service Management team.

Our client provides a full suite of managed data hosting and housing services from its data centre facility. The facility offers 42,000 square feet of fully managed Class A data centre space, supported by 24x7 onsite IT Service Operations personnel. The IT services provided by the data centre facility are underpinned by a management system that has achieved ISO/IEC 20000 certification – the first International standard for the management of an organisation’s IT infrastructure and related business services.

“As a company, we have a key strategic objective to attain ISO/IEC 20000 certification for all IT Services offered from our European data centres,” said a member of the client’s IT Service Management team. “This would enable us to not only measure our IT Services against an independent international standard, but also to establish and report on a uniform set of key KPI’s (Key Performance Indicators) back to the business across Europe.”

With an aggressive deadline leaving only three months to ensure compliance, our client recognised Original Solutions’, now part of Perot Systems, ability, expertise and experience in the field of IT Service Management Standards and engaged them to accelerate the project and drive to a successful conclusion. “Perot Systems brought their previous experience with ISO/IEC 20000 projects to the table and enabled us to very quickly and accurately scope the required effort and resources that would be needed,” continues a member of the the client’s IT Service Management team.

The Perot Systems team undertook an initial assessment of the client’s Data Centre environment relative to ISO/IEC 20000 by performing a complete review of existing documentation, as well as assessing current practices. Any gaps against the standard were identified and direction given on actions required to achieve compliance. The client brought together all the identified individual process owners and Perot Systems worked with the team to determine how to address the requirements of the standard and develop the processes to close off the identified gaps.

“We saw the obvious business benefits and competitive advantage of attaining ISO/IEC 20000 accreditation,” concludes a member of the client’s IT Service Management team. “Companies are increasingly requesting to view internal process documentation in order to satisfy themselves with the quality of their outsourcing partners. The ISO/IEC 20000 standard is underpinned by and aligned to the Information Technology Infrastructure Library (ITIL) best practice framework, providing us with a baseline against which we can measure our service delivery processes.”