Written by: Adriano Di Placido
As most of you may recall, ServiceTec has been certified in ISO 9001 – Quality Management System since September of 2010. This was the first certification achieved by our company and since then we have undergone three separate re-certifications which is a fantastic achievement in ISO standard maintenance. This certification initiative was a contributing factor in moving to a site portal system (Google portals), which allowed the business and individual sites to share documented processes and procedures and ensure important operational data, logs, records, and tasks were accessible by all needed parties, including when conducting regular internal and external audits of the management system.
In August of 2020, ServiceTec was certified in another ISO standard. This time it was ISO/IEC 27001:2013 which specifies the Information Security Management for the Supply of managed IT services for the Airport and Airline Industry.
Earlier this year, the SASI Management team made the decision to proceed in adding another ISO certification to our existing list, this time ISO/IEC 20000-1:2018.
ISO/IEC 20000-1:2018 is a certified Service Management System (SMS) which specifies requirements for an organization to establish, implement, maintain and continually improve a service management system (SMS). The requirements specified in this standard include the planning, design, transition, delivery and improvement of services to meet the service requirements and deliver value. It helps organizations to benchmark how they deliver managed services, measure service levels and assess their performance. It is broadly aligned with and draws strongly on ITIL®.
Work is underway to align our current management system portal with the requirements of this new standard. We hope to achieve certification by the end of this year, but this cannot be achieved by any one person alone; it requires the help of everyone, especially those onsite delivering a service to the customer.
These are the areas in which you can help:
- Although everyone would have been introduced to ISO during induction training, it could be that some time has passed since your last review of ISO or you may require a refresher. Please visit the “Awareness” page in the Management system portal here and review the slide decks available to you. You never know when an auditor may want to speak with you and test your knowledge of ISO.
- Everyone needs to be aware of the Management System Policy found here.
- Everyone needs to be aware of what certifications we currently have and where they are saved. Please click here for that information and to view our certificates in the ServiceTec Management System.
- Everyone needs to do their part in ensuring their site portals are up to date.
- Process and procedure documents need to be reviewed at least once per year to ensure validity, and that they reflect what the actual process is. All records and logs also need to be up-to-date.
- Site Managers and Team Leads need to ensure their Competency Matrix is up-to-date, with all the names -of their staff and that the appropriate skill levels are set.
- Site Managers and Team Leads are to ensure their site Service Catalogues are up-to-date and available for viewing on their site portals.
With your help, I’m confident we can achieve this new certification and in turn assist the business in proving we, at ServiceTec, are consistently providing services that meet the needs of our customers and other relevant stakeholders.
Should anyone have any questions, please reach out to me at adriano.diplacido@servicetec.com.
Regards,
Adriano Di Placido
