Marval an ISO/IEC 20000 Registered Company since February 2006
Date: 04 December 2007
There is no doubt, adopting and embracing ISO/IEC 20000, is the best business decision, in relation to the management and delivery of its IT services, Marval has made for years.
Yes, it has been a difficult and often stressful journey. It is not easy to take a long hard look at the way you do things, be honest about your strengths and weaknesses, take some hard decisions, then make improvements, compare your performance against a worldwide standard and then finally be audited to prove your adherence to it.
Like many organisations, Marval is dependant on having a sustainable, reliable, cost effective and well managed IT Service and Support infrastructure to look after its internal and external customers and partners around the world. The challenge remains constant - to continually improve the service delivered to customers, control costs, optimise resources and strive to attain operational excellence.
To support this challenge Marval undertook a major service improvement initiative in 2005 - to achieve initially BS 15000 and subsequently ISO/IEC 20000 certification - the international ISO standard for IT Service Management (ITSM).
The journey to accreditation and subsequent re-assessments was made smoother by utilising Marval's own training and consultancy arm, Marval Training & Consultancy, to oversee; guide and project manage the process. In addition it also used its own ITSM software tool (MSM) as the Management System. This not only supported Marval's service improvement plans, policies and processes but it also provided that all important "evidence", which is required to achieve certification.
One of the other key contributors was Marval's DNV auditors, who pinpointed strengths and weaknesses both in approach and documentation; supported by some great advice and guidance.
ISO/IEC 20000 has strengthened Marval's approach and focus and has been so pleased with the progress and the improvements made, that it is planning to expand the scope of the accreditation to include other areas of the business.
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