Accord Group’s seven-strong IT team has recently achieved ISO/IEC 20000 certification, the international standard for IT service management.
Using House on the Hill’s service-desk system as the underlying platform and with help from a specialist ITSM consultant at Public IT, Accord implemented new processes for problem, change and configuration management before going on to develop better procedures in other areas such as capacity, supplier and service-level management.
Ian Tinsley, IS manager, Accord Group, said, “We decided early on to limit the initial scope of the certification to just one member of our IT team which reduced the amount of effort required and allowed us to take it one step at a time.
“We were particularly pleased that we were able to improve our IT service management capability even at a time when Accord is growing, with the addition of Caldmore Area Housing. This should now position us well for further growth in the future.”