eircom awarded service management certification


26 November 2012

ISO/IEC 20000-1:2011 certification has been awarded to eircom Business after a rigorous auditing process conducted by Certification Europe.

The certification recognises standards achieved in the delivery, service and management of all voice, data, mobile solutions and managed services in the company’s service catalogue.

The company said that the ISO certification is a critical component to the high-quality delivery of its growing managed service portfolio.




The award followed a comprehensive, two-year service transformation programme, which eircom Business says has helped it achieve world-class service provision based on ITIL V3 2011 edition, a new Next Generation Service Centre, which offers a single point of contact for faster resolution of customer queries on any eircom Business solution, and a comprehensive team based in Ireland, with experts handling all customer issues, from simple queries to complex engineering issues.
"We are committed to achieving the highest industry standards and we are delighted to receive ISO certification across our managed services portfolio," said Ronan Kneafsey, managing director, eircom Business. "Two years ago we embarked on a transformation programme which now enables us to offer our customers a comprehensive suite of managed services. Our customers want assurance that the eircom services they rely on will be delivered professionally, perform reliably and actively contribute to the success of their organisations. The certification is an independent confirmation that the way we provide, manage and deliver our solutions for our customers is to the highest standard."

The awarding body, Certification Europe, said that eircom deserved recognition for achieving the certification to an unusual depth and breadth.

"eircom has faced a unique challenge in the way they executed ISO 20000 ITSMS. They are the first organisation to incorporate a wide variety of third parties’ software products and take responsibility for them within the implementation at such a high standard. For this effort they deserve to be congratulated," said Michael Brophy, CEO, Certification Europe. "ISO 20000-1 offers customers an assurance that IT service management systems are operating to the highest possible standard. Certification gives confidence to customers that the SLA they have in place with eircom is operated in line with international best practice – and that it has been verified by a competent third party. It is not a theoretical model."


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