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Date: 16 January 2009 Author: Alan PettLeveraging standards and ITIL-based processes for increased differentiation
It used to be that attaining ISO 9001 Quality Management or ITIL IT Service Management certification was the preserve of the larger organisation, however many smaller IT solutions providers are now finding that customers are starting to demand these standards as a core requirement for doing business.
Alan Pett, Vice President of Service Operations at Intact IS (Integrated Services) Ltd – one of the UK’s leading Cisco Service Extension Partners – explains why certification is so important for business, and why he believes independent certification in key areas such as quality, information security and IT service management should no longer be confined to larger companies.
Intact IS (Integrated Services) Ltd is an unusual organisation in that we don’t actually deal directly with end-user clients or supply either hardware or software products. We provide lifecycle service offerings to the UK IT and communications channel community, and concentrate on supporting channel partners in developing and supporting those advanced technology propositions that can help them develop their businesses going forward.
Looking at our target channel market we find that our partners have two main drivers. Among our smaller integrator and distribution partners, we see the desire for these businesses to expand their portfolio, particularly into high value, advanced technology solutions. For Systems Integrator and Vendor customers, the requirement is for specialist partners to assist them in providing swift solutions delivery to very high standards of customer satisfaction. Again the emphasis here is on advanced technologies such as Unified Communications, Security, Network and Application Performance Management, Contact Centre and Datacentre Services.
It is entirely right that partners should look to differentiate their offerings through added value solutions based on more complex solutions such as Cisco Advanced Technologies. These projects tend to be more complex, margins are consequently higher and there is less fierce price competitiveness. However for channel firms the decision to add these complex solutions to the portfolio can have unexpected yet significant bottom line implications with regard to areas such as capital investments, specialist recruitment needs as well as training and sales support. It’s this area that has led to the market demand for our growing portfolio of ‘white label’ service offerings which partners have called on to supplement or broaden their own service offerings.
Adopting a Quality Management approach for business operations
In developing and supporting these services we knew we had to strengthen our own internal systems and processes in order to provide channel customers with a high quality service each and every time. Service Level Agreements of course are important, but they work so much better when they are actually backed by rigorous quality processes, and a structured service management capability.
That’s why we invested a significant amount of time and resources on securing ISO 9001 Quality Management, ITIL-based IT Service Management, and ISO 14001 Environmental Management Systems certification. We knew we needed this level of infrastructure to support our own expanding infrastructure, and we were also fully aware of the internal cost and commitment required to make sure that our Quality Management initiatives not only resulted in successful certification, but also quickly became an integral part of how we operated as a business.
We reviewed every aspect of the business using these standards as the benchmark for best practice. Based on this, we implemented a comprehensive service improvement plan. As a result we’ve now developed our own Integrated Management System combining what we believe are the best practice IT industry systems. These include BS EN ISO9001:2000 for Quality Management; ISO 27001-2:2002 for Information Security Management, and ISO 20000-1:2002 for ITIL-based IT Service Management.
This combination of advanced accreditations means we’re able to give unequivocal responses to partners seeking quality, information security and IT service management credentials, as all our key processes are now backed by independent certification from BSI, the leading UKAS accredited organisation. While we’re obviously proud to have achieved these goals for our business, we’ve found that what’s even more significant is the confidence business partners now feel in the processes, infrastructure and ability to understand and deliver on project requirements.
Supporting the channel community in certification programmes
Knowing how complex and time-consuming implementing these Quality Management processes had proved for ourselves got us thinking about how we could translate certification expertise and project management capabilities into a meaningful service for our partners. Could other channel organisations benefit from a series of service and certification programmes designed to help the partner community in the implementation of its own Quality Management initiatives?
Why do companies need help with certification?
If ISO certification is to be successful it’s essential that organisations recognise the scale of the process in front of them. It typically requires hands-on senior management involvement, and the right level of resources allocated to the task. The process demands management attention, but also appropriate buy-in and support from employees throughout the company.
The right expectations also have to be set. Quality certification can help manage a business by streamlining processes, strengthening your brand in the marketplace and also opening up new opportunities. However there are also costs involved, with operational expenses going up because of expenditure on systems and more time spent on processes and checks. Longer term though, the benefits and payback comes through in areas such as reduced staff training, improved inventory procedures and more effective service management.
That’s where specialist consultancy and process management can help, particularly for smaller organisations such as channel businesses that typically won’t have a good quality manager in place. External consultancy and services can play a key role in planning and driving forward a company’s quality management implementation, mentoring internal project champions and guiding the company in the right direction.
External professional support can also help in shortening the timeline for an ISO 9000 implementation from start-to-finish. Depending on the size of the organisation, projects can take anything from nine to 18 months with a key success factor being how closely companies are aligned to their project goals. Time to certification is obviously a variable, but expert help in ensuring that companies are on track and avoiding pitfalls can clearly be invaluable.
Turning ITIL into a services asset
Another key certification area is ITIL – a set of best practice concepts and techniques for addressing the effective management of IT infrastructure, service delivery and service support. Originally a public sector initiative, ITIL has been successfully adopted by the corporate sector but is often seen as less appropriate for smaller organisations.
For some channel organisations, however, ITIL-certification can prove a powerful differentiator and confirm their ability to deliver a structured services approach to the growing number of customers who increasingly require more formal service certification. While the process of adopting and implementing ITIL certification can be time-consuming, the benefits for a smaller organisation are that there are typically less staff and processes involved, and that the benefits can be significant in terms of more streamlined support processes and more efficient IT operations.
Developing certification and process management skills for channel partners
Having gone through these processes ourselves, we’ve seen the value in certifying aspects of our business, and are convinced it can be a powerful market differentiator. Our core service solutions are all now backed by our quadruple quality certifications covering quality management, service delivery, information security and environmental management, and we’re adding a fifth certification around business continuity.
We’re also seeing that those partners who can clearly demonstrate ISO Quality Management certification, ITIL-based processes and Environmental certification are positioning themselves to address higher value business opportunities. Effective compliance can also reduce the longer-term risk of penalties and litigation.
This new initiative is designed to provide our channel partners with access to a broad range of certification and process management skills, and is aimed particularly at helping them to address the growing volume of business where compliance with designated standards is increasingly a commercial condition of entry for channel partners.
Our aim is to provide a range of additional consultative professional services including areas such as GAP Analysis, Programme Management for Certification, internal requirements such as Health & Safety and Onward Managed Services. Having previously used these kind of services ourselves, we’ve refined the proposition and are now able to provide Cisco partners with a fast-track approach to advanced process management and adherence. Key phases within this Service Improvement programme include:
• Gap Analysis – helping channel partners and their customers to compare their current systems and processes against recognised best practice. This is the first step to achieving certification to specific ISO standards.
• Risk Assessment – a major component for achieving certification to ISO 27001 Information Security Management, for BS 25999 Business Continuity Management and for UK Government Accreditation. Consultants carry out detailed reviews of security threats and vulnerabilities within your organisation’s systems and examine their potential business impact. These will not only relate to IT but will encompass all sensitive and mission-critical information held within your business
• Certification Programme Management - featuring a full range of services for planning and managing certification with a minimum impact on partner resources. This ranges from drafting documentation to appointing UKAS-accredited certification organisations and assessors, as well as a range of audits to ensure a business is ready for the next ISO Standard stage
• Business Continuity Management – the development of business continuity plans, Business Impact Analysis documentation as well as certification for BS 25999 Business Continuity Management
• Managed IMS Services – covering a range of services including maintaining business continuity plans, support for sustainable development and environmental impact assessment, advice on changing legislation and its impact on standards
At Intact we’re committed to providing our partners with the support they need to broaden their own service offerings. Our Service Improvement programme extends this initiative, giving our partners the ability to differentiate their own business through certification, as well as significantly boosting their sales potential. For channel firms that have previously thought accreditation programmes such as ISO Quality Management and ITIL Service Management were not right for their business, our advice would be to think again – they might be missing out on a significant opportunity for growth.
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