Achievement of ISO/IEC20000 Certification for all services and customers

Customer Profile:

Airwave delivers critical communications solutions to organisations that provide vital services to the public. Its solutions integrate core voice communications, function-rich data services, managed services and professional services.
Sector: ICT Geography: UK and International www.airwavesolutions.co.uk

The Customer Issue:

As part of its business strategy, Airwave was looking to increase market share for its Network Services offerings. To achieve this, it needed to change its perception within the market from that of being a network operator to one where it was viewed as a formal and high quality Service Provider. Certification against ISO/IEC20000 was chosen as the vehicle to demonstrate Airwave’s commitment to service quality and illustrate its supporting “service culture”.

The Solution:

Over a period of 14 months, a Service Transformation Programme was run within Airwave designed to bring the IT operations organisation to a point where it could gain ISO/IEC Certification. This programme started with an assessment of the current level of compliance against ISO/IEC20000 standard and to scope the areas that needed to be addressed in order to successfully achieve full certification. There then followed a series of workstreams designed to align all necessary processes with ITIL best practice, implement the required level of governance (including Continuous Service Improvement), and gather the essential evidence needed to pass the certification process. The Programme covered all aspects of Airwave’s IT operations including:-

• Management System Review:This established a Process Framework and Governance Model, which integrated the ISO/IEC20000 processes and requirements into the existing ISO9001 standards.
• Process Redesign: Adopting and adapting ITIL best practice to ensure the ‘right processes’ were implemented for Airwave’s business requirements, towards achieving ISO/IEC20000 certification.
• Business Change: To ensure that the implementation was not just a ‘tick in the box’ organisational change but established formal linkage with the business services, products, people and processes.

Also included were the implementation of a new IT Service Management toolset and the required training of key personnel needed to ensure a continuing and structured approach to Service Management.

The Benefits:

As a result of achieving ISO/IEC20000 Certification, Airwave achieved its goal of increasing the market perception of the company as a high quality Service Provider. This certification was also a key factor in Airwave winning two major contracts in the following 6 months which significantly increased the revenue of the organisation.