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March 3, 2021
Delivering Excellence Consistently – ISO 20000-1
As part of our continued focus on service excellence and looking at how we can improve the services we deliver to our customers each day, eacs was extremely proud to be able to announce that we achieved the ISO 20000-1 certification for IT Service Management back in December 2020.
ISO 20000-1 is an internationally recognised standard that shows that as a business we have the processes and procedures in place to ensure that we deliver effective IT Managed Services to our customers. eacs is now one of only a very small number of IT Managed Service Providers globally who have attained this much sought-after certification. Achieving this standard is not for the faint hearted. The rigour and focus of the assessments are designed to test the very essence of the organisation. However, achieving it does demonstrate that you are a customer centric organisation with service excellence at the very heart of everything you do and is embedded in your psyche. It is well worth the effort.
Alongside an on-site audit, external auditors looked at every procedure in eacs’s service management environment to ensure that we consistently meet all of the standards specified and provide the best possible service to our customers. For eacs it is vindication of our approach and the investments that we have consistently made to drive the company forward since it was acquired 4 years ago. For our customers it gives real peace of mind in how we deliver our services and adds a level of assurance that our service management practices and processes are controlled and applied consistently across managed customers’ service life cycle.
But why was it so important to us? Attaining ISO 20000-1 was a key pillar to the implementation and progression of our StepChange program, which is being overseen by Anne Stokes, our Interim Head of Services. Covid 19 brought into sharp focus that IT support needed to change to adapt to the emerging working environment and then continue to be agile to all subsequent change. ISO 20000-1 gave us an opportunity to review how we could align to best practice and continue to operate and deliver the services we provide in a new normal.
Having achieved the ISO 22301 Business Continuity Management certification in 2020, eacs was well placed to be able to adapt to the operational challenges imposed by the new remote way of working. Within 36 hours we had deployed all of our support team together with the necessary tools and equipment which enabled them to seamlessly transition to supporting our clients from home, meaning that our existing customers did not see a drop off in the level of service, despite the dramatic increase in the number of calls.
We could have left it at that, however as a business we decided to take the opportunity to undertake a thorough review of our processes and procedures to support our ISO 20000-1 Certification aspiration. The achievement of our ISO certification is testimony to the success of our programme and our focus on doing things properly for our customers which is cultural in eacs.
ISO 20000-1 is actually the 7th ISO Certification we have achieved in the last 4 years and not only showcases our strength as a business in our processes and our commitment to delivering excellence to our customers but our commitment to challenging ourselves to do more and achieve more. For more information about this and all our certifications, please click here.
Richard Puckey
Head of Compliance & Facilities
