WM Housing Group awarded ISO 20000 accreditation for IT Service Management

Following an extensive IT Service Management audit process conducted by the British Standards Institute (BSI), WM Housing Group are one of 5,000 companies worldwide, to be awarded the Certificate of Registration for Quality Management System ISO 20000 accreditation.

It shows our ICT meets the requirements for an organisation to establish, implement, maintain and continually improve a service management system (SMS) to this standard.

The award is the result of 4 years extremely hard work, transforming the quality of IT services delivered to the organisation and staff.

Plans to build and develop the capability of the ICT team and the services they deliver, have been in place since 2015.

ISO 20000, is an internationally recognised standard, allowing IT teams to ensure their service management approach matches the needs of the business and is based on recognised best practice.

Our Director of ICT, Ian Tinsley, is thrilled that the team’s hard work has paid off and transformed the way we operate.

He says: “Huge thanks go to Terry Maloney who led the project that gained accreditation. The team have worked so hard and everyone has contributed to this success. It is fantastic to be awarded this recognition.”

Following years of outsourced IT support, a decision was taken to develop an in-house service delivery in 2015, as the previous service provided by the PCMS Group, was coming to the end of its initial 3-year contract.

This was the ideal opportunity to improve and reduce the cost of IT services to staff, helping save the organisation £650,000 per annum.

Terry Maloney, our Head of ICT Service Management says: “We have strived to build a solid foundation of leading-edge hardware and software to ensure delivery of high-quality IT services.

“In addition to this, we adopted ITIL processes, as it is a globally recognised framework of best practice for managing and transforming IT.

“ISO 20000 certification validates that we are meeting all the requirements of the Service Management standard, providing evidence of effective management and implementation of all IT services to meet business requirements.”

Over the last year, compliance with IT processes has been reviewed, with performance assessed in-house against the ISO 20000 standard, for ICT service quality.

Terry says: “The British Standards Institution undertook an external audit to assess our level of compliance against the required standard of ISO 20000. I am really pleased we passed the audit and so thrilled all of our hard work has paid off.”

The ISO 20000 standard helps to provide best practice guidance on how to manage our portfolio of services, so it remains current and adds value.