Datalect, a UK supplier of IT support services, has become the world’s first private company to be certified to BS 15000 by the BSI Group (British Standards Institution). BS 15000 is the first worldwide standard specifically aimed at IT Service Management providing outsourced IT companies with a key differentiator of quality and performance. Because many organisations now specify this certification within their invitation to tender (ITT) it is a key element to winning and retaining customers.
Elias Fattal, managing director of Datalect, says: “Customers of outsourced IT service management solutions now demand a far higher level of customer service. BS 15000 assists this by moving the main focus away from the actual technology in IT departments and towards identifying the business and customer needs. In short, BS 15000 places the user of the IT services at the core of their delivery.
“This not only eliminates wasted costs on providing unnecessary services, but it has meant that we have retained current clients and are much better placed to win new business.“
Management of service level agreements lies at the core of BS 15000 and is a key mechanism for ensuring this focus on the IT user. These service level agreements also provide a basis for measuring the quality of the services themselves, and in doing so allow customers to more easily assess value for money.
Neil Hannah, managing director of BSI Management Systems (UK), says: “In the past, most IT service delivery companies defined their own processes as they went along, leading to diverse and different approaches across the industry. BS 15000 introduces a baseline against which IT service delivery organisations can measure themselves and demonstrate to stakeholders how they measure up against a standard.
“Independent assessment from our team provides Datalect with the confidence that its IT service management meets the requirements of industry best practice, which in turn allows its customers to trust their investment in IT partners.”
The BS 15000 Standard improves:
· the ability to deliver stable, high quality, lower cost services with reliable support for business critical services
· the ability to manage suppliers effectively
· the decision making process through useful reporting statistics
· support staff knowledge of customers’ needs and what their goals are
· staff utilisation, motivation and reduces staff turnover
Through the adoption of such best practice, Datalect achieves a consistent and comprehensive approach to service management; ranging from software products, through to consultancy, training and qualifications.
BS 15000 is aligned with and complementary to the process approach defined within the IT Infrastructure Library (ITIL) from The Office of Government Commerce (OGC).
As well as the potential external marketing and commercial benefits, it provides a recognised and tried and tested management system which allows an IT service organisation to plan, manage, deliver, monitor, report, review and improve its services.
The standard not only looks at operational aspects but also focuses on the business controls covering associated risks, finances, resources and capabilities. This provides a proper infrastructure to enable a traditional Plan, Do, Check, Act (PDCA) cycle to be implemented and managed.
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· Implementation provides control, greater efficiency and opportunities for improvement.
Performing IT Service management activities (e.g. incident management, change management, etc) requires people in the relevant teams within the organisation to be well organised and coordinated. Co-ordination of the people and processes involved in these activities provides control; control can lead to efficiency gain and ultimately identify opportunities for improvement. Historically, the IT function has been seen as an area of significant demands on resource. Following a process driven approach will provide greater visibility of the activities performed and delivered and can also demonstrate that these are also being delivered effectively and efficiently.
· Improve system reliability and availability
IT departments have historically worked reactively and were only actioned when problems with the services/infrastructure actually developed. BS 15000 introduces a more structured approach to the delivery of IT services and avoids issues such as their lack of planning, training and review. A more proactive approach will avoid such pitfalls and improve the reliability and availability of the service(s). Projects can work with the service provider to plan service management early, with a better balancing of business benefits against risks to the services.
To the industry
· Introduces an industry-wide accepted standard
In the past most IT service delivery groups defined their processes as they went along, leading to diverse and different approaches across the industry. BS 15000 introduces a baseline against which IT service delivery organisations can measure themselves and demonstrate to stakeholders how they measure up against a standard.
Benefits to the industry of a widely accepted standard (that can also be assessed to) include;
· Common vocabulary and service metrics
· A platform for which interenterprise operational processes can be developed
· Improved consistency in the quality of service through widespread adoption of best practice
· Reduced long term costs of service delivery
· Reduced training costs
The Datalect Group has been providing services within the I.T. industry since the 1970’s, providing hardware maintenance, software support, managed and professional services. Today it supports and is supported by the most advanced technology in the industry.
Datalect has become a significant desktop infrastructure management provider, working with the UK’s large systems integrators and facilities management businesses to address the needs of the SME and larger IT user market. It has Solution Partner relationships with many of the world’s leading IT and communications companies and has been selected and trusted to support over 500,000 IT devices for some of the largest organisations in the UK. Typically, customers will have a broad range of equipment, spread across multiple sites and a requirement for a diverse range of services, both in-field and on-site.
With nearly 30 years industry experience, Datalect has developed a truly comprehensive service portfolio providing the customer with a total IT solution for all of its needs. The range and breadth of the services on offer include Managed and Professional Services, Hardware Supply, Hardware Maintenance and Software Support.
Datalect is a privately owned company based in Perivale, Middlesex. For more information visit www.datalect.co.uk
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