ISO/IEC 20000-1 for recognized and appreciated IT services

IT service providers, banks, local authorities… ISO/IEC 20000-1 certification on the quality and performance of IT services concerns all entities, irrespective of size and line of business, wishing to improve their efficiency and gain greater recognition. Read the following testimonials.

Orange and BNP Paribas, the Provence-Alpes-Côte d’Azur region and Mutuelle Générale de la Police… all these organizations have successfully implemented an initiative to certify the quality and performance of their IT services. The process is long and sometimes complex, but motivating for the teams and reassuring for customers.
We launched a certification strategy early 2014 with three key objectives in mind,” explains Didier Venturini, Chief Information Officer (CIO) for the Provence-Alpes-Côte d’Azur region. “First of all, confirm our status as a service provider for our internal customers. Secondly, foster a continual improvement culture within the company. Thirdly, develop a stimulating collective project with an audit to check what we have implemented.” After two years’ work, the Information Systems Division was awarded certification in November 2015. “The hardest thing was figuring out what was expected in the standard. But very quickly we felt the benefits of the approach. The processes for managing changes and configurations and moving services to the live environment are much better coordinated,” adds Didier Venturini.

The outcome of the exercise has also been highly positive for Technae, the IS subsidiary of Mutuelle Générale de la Police. “We were certified in December 2015, and the three years that we spent working towards certification are already paying dividends,” advises Mickael Roby, Service Agreement Manager. “Our quality of service is recognized, we have increased our customers’ trust and system security has been strengthened! The continual improvement approach forges a long-term relationship with the customer, with automated processes for managing services, incidents and requests more effectively.

A significant increase in customer satisfaction

Orange Business Service obtained certification in 2008, but has no intention of resting on its laurels. “We have already renewed our certification twice, and we have set our sights on a third renewal,” explains Jean-Pierre Girardin, Audit and Certification Manager at Orange Business Service. “We are actively pursuing a continual improvement policy. If I could give any advice to those who are still in two minds about certification, it would be “Go for it”! Difficulties can be overcome, and the company can very quickly reap the benefits. All our indicators have shown that customer satisfaction has significantly increased. We have also seen how this empowering project has created real driving force within the company.”

Finally, BNP Paribas sees certification as a business challenge “ISO certification is increasingly seen as a prerequisite in many invitations to tender,” says Fabrice Lefebvre, Global IMS Manager (Integrated Management System) at BNP Partners For Innovation. “In addition to securing a competitive advantage and raising the efficiency bar, ISO/IEC 20000-1 has proven to be an excellent way of reinforcing team cohesion and improving our organizations and services with a consistently strong customer focus.” Certification creates gateways to other topics: the work carried out on ISO/IEC 20000-1 is beneficial to the ISO 14001 approach on environmental management, for example, and contributes to the Group’s global policy of superior quality and efficiency.

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