Axios Systems: Competition Commission Iso/iec 20000 Itil Case Study

sector

Customer Experience

CENTRAL GOVERNMENT

Competition Commission The ISO/IEC 20000 journey with Axios Systems

The Competition Commission is an independent public body responsible for conducting in–depth inquiries into mergers, markets and the regulation of the major regulated industries.

The requirement

In its commitment to providing first class service to its customers, the Competition Commission’s IT Services made the decision to

become ISO/IEC 20000 accredited – the International Standard

for IT Service Management (ITSM). Already adopters of the ITIL ® (IT Infrastructure Library) framework, the organization had already made significant progress towards ISO/IEC 20000 requirements. Furthermore it uses

assyst by Axios Systems, which

was developed from inception around the ITIL ® framework, and

therefore also had key support mechanisms in place to help the organization on its ISO/IEC 20000 journey.

The process

Prior to the ISO/IEC 20000 audit, it was essential that the

Competition Commission reviewed its current processes and

“I would advise any organization considering going for accreditation to do it. Not only does it ensure that you are providing the best possible service for your customers but also helps the IT service & delivery function gain the respect it deserves.” Shaun Behan, IT Manager Competition Commission

identified the areas that would need to be addressed in

order to achieve accreditation. To assist with this process, the Competition Commission brought in Axios Global

Services (AGS). In the first instance, the AGS consultants carried out a high level review of the Competition

Commission’s current ITSM processes and subsequently

identified any gaps and recommended ways of addressing areas of non-compliance.

“The work carried out by Axios Global Services was invaluable and key to our ISO/IEC 20000 success,” commented Zoe Bryan, Service Delivery & Change Manager, Competition Commission.

over -

assyst and the ISO/IEC 20000 journey

assyst and the ISO/IEC 20000 journey

Crucial to achieving ISO/IEC 20000 accreditation is the ability to provide evidence

confirming that the required processes are being adhered to and have been over a certain period of time. The

Customer Experience

Insight

assyst CMDB (Configuration Management Database), which is at

the core of the solution, is significant in providing this evidence. Using the CMDB as its data source,

assyst can generate over 100 ITIL-based out-of-the-box reports as well as adhoc reports, and

therefore provided critical data for the audit regarding the Competition Commission’s service delivery and support. “The

assyst CMBD is an extremely powerful tool,” added Zoe.

“The ISO/IEC 20000 project also raised the profile of the department within the organization, people now understand and value what we do.” Shaun Behan, IT Manager Competition Commission

The audit

As a result of hard work and dedication to comply with ISO/IEC 20000

accreditation and ultimately improve the service delivery and support

function of the organization, the Competition Commission was granted

ISO/IEC 20000 accreditation. Furthermore it was one of the first

organizations in the world to receive it!

The Benefits of working with Axios Systems

• Robust ITSM solution providing critical evidence for ISO/IEC 20000 audit

• Independent assessment of current processes by external organization

• Gap analysis

• Clear indication of points of non-compliance

• Expert advice on how to overcome short-falls