KCOM Group makes the grade
Communications experts, KCOM Group has successfully achieved ISO 20000:2011 – the worldwide standard for IT Service Management. The business, which works with customers across both public and enterprise sectors, went through a seven day audit process to demonstrate it was able to meet all the requirements of the new standard.
Alongside its existing processes in Service Management, the Group has recently undertaken an investment programme to deliver new tools for its Service Management team.
Steve Taylor, Director of In-life Services said “We introduced our Next Generation Operational Support Systems (NGOSS), to give our customer facing IT teams better control and visibility of their services using on-line portals. Our engineers are now able to spend more time resolving, analysing, restoring services and keeping customers up to date with progress.
“Customers can be reassured that they are working with a business that is focused on helping its customers harness the power of communications and committed to delivering an inspiring customer experience.”
This certification is a particular customer requirement in Public Service Network (PSN) contracts. This level of standard gives customers and partners the reassurance that the necessary processes have been put in place so that their IT services can be managed efficiently and in the most cost effective way.
As well as the initial assessment, there will be continual reviews over the next three years to make sure that KCOM is continually complying with the standards requirements. This on-going assessment means that they will maintain a good quality and reliable service to their customers.
About ISO 20000:2011
The ISO 20000:2011 standard is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers by adopting an integrated process approach. The standard is based on a number of clauses that must be met in order to upgrade, the scope includes:
– Requirements for a management system;
– Design and transition of new or changed services;
– Service delivery process;
– Relationship processes;
– Resolution processes;
– Control processes.
About Kcom
Kcom, part of the KCOM Group PLC, provides communication services for multi-site enterprise and public sector organisations across the UK, and has a well-established reseller channel. As an independent provider of these services, supported by its BT Wholesale partnership, Kcom is able to offer advanced network capability and related added value services, coupled with a flexible approach to delivering a different class of service to its customers.
Its customers include Domino’s, Morrisons, British Airways, North Wales Police, Specsavers, City of London, Phones4u, Rosslyn Analytics, Hermes, Windsor Telecom and Diva Telecoms.
