Case Study: Global Telcom Provider ISO/IEC 20000 Certification

Original Solutions, now a part of Perot Systems, was retained by our client to drive the effort in the implementation of ISO/IEC 20000 IT Service Management processes within the Systems Support arena. The goal was for Systems Support in one of their European operations to achieve formal certification and institutionalise the practice of Continuous Service Improvement. After an exhaustive external audit, Certification Europe recommended the selected Systems Support organisation for certification on the 6th December 2005.

Following an initial Information Technology Infrastructure Library (ITIL) and ISO/IEC20000 Assessment and Gap Analysis, Perot Systems approached the client’s ISO/IEC20000 Process Implementation with a three phased method:

• Build the Foundations
• Introduce the Way of Working
• Measure the Progress

Build the Foundations

This phase involved the identification of organisational changes to processes, roles and responsibilities with associated team players together with a marketing effort to gain buy-in and active support from all stakeholders. In this phase, all policies, processes and work instructions were documented to underpin the new way of working.

Introduce the Way of Working

At this point the team was concerned with the implementation of the documented processes. The focus was to achieve a customer facing, proactive and qualitative solution. ISO/IEC 20000 Awareness Training, Process Mentoring and Coaching were fundamental to the success of this phase.

Measure the Process

This step involves working the processes and monitoring appropriate Key Process Indicators (KPI) to manage each process and to drive a Continuous Service Improvement Programme (CSIP). Once the CSIP has been implemented and adequate evidence has been accumulated, external auditors examine the Service Management System (SMS) for certification.

Perot Systems, in agreement with the client, worked to an aggressive and stretching timeframe, which involved delivering a full turnkey solution to achieve certification readiness over a period of nine months.

Benefits to the Client

• The primary benefit is to change the client’s Systems Support culture towards a proactive and customer focused practice. In due course, this will improve the quality of service delivered within justifiable costs.
• Meet the client’s customer, business, and user expectations to reach the position of being the market leader in customer satisfaction.
• Provide clarity on process and responsibility thereby increasing productivity.
• Expand capacity to handle increasing volumes of planned changes.
• Provide leverage when competing for business within the client’s operating Group.
• Assist the client to become a learning organisation.