Pictured above: (L-R) Service Birmingham chief executive
Stewart Wren; head of service delivery and service management,
Yvonne Batchelor (holding a copy of the IS0 20000 certificate); and
Andy Arnell, director of ICT operations
Service Birmingham has just been recertified with ISO 20000 -
the "kite mark" for IT service management excellence.
The company re-secured the prestigious international award
following a rigorous inspection of its IT processes and practices
by external auditors. Service Birmingham first achieved the coveted
award in 2008.
ISO 20000 is the premier IT standard that allows companies to
demonstrate their service excellence and prove their adherence to
best practice in IT management.
It establishes a clear specification for an organisation's
approach to service management and a code of practice for
monitoring its delivery, defining the processes that are essential
for the delivery of high quality services and continuous
improvement.
Just 58 organisations in the UK have achieved ISO 20000
certification - (with only a handful in the public sector) - and
this achievement marks the latest in a series of major quality
award wins for Service Birmingham:
· In February, its contact centre was
awarded the prestigious Customer Service
Excellence (CSE) standard by the Cabinet Office
· In January, it gained SAP Customer
Centre of Expertise (CoE)
Primary Certification
· And last December Service Birmingham
retained Investors in Excellence
(IiE) status, in recognition of its
commitment to organisational
excellence.
Welcoming the award, Service Birmingham's chief executive
Stewart Wren said: "We are delighted to have re-secured ISO 20000.
It really is the 'kite mark' for service excellence and a hallmark
of everything we are about as an organisation."
"We are doubly delighted given so few comparable organisations
have the certification."
Yvonne Batchelor, head of service delivery and service
management added: "This award is a tribute to the hard work of the
entire team in keeping a relentless focus on service excellence and
reliability year in, year out."
Council deputy leader Paul Tilsley said: "Retaining ISO 20000 is
a tremendous achievement and a welcome recognition that Service
Birmingham is making solid progress in strengthening the council's
management of ICT services.
"It is the kind of work that is seldom seen and recognised.
Nevertheless, it is critical, underpinning absolutely everything we
deliver as an organisation."