+44 (0)845 838 2345 +1 (919) 313 4558

  Loading... Please wait...

ni-service-desk-logo.jpg

ConnectSphere helps News International Group achieve ISO/IEC 20000

Services used:
•    Consultancy and Mentoring
•    Training
•    Assessments
•    ISO/IEC 20000 achievement

News International Group Ltd (NI Group) owns some of the biggest and most popular British newspapers of today. These publications include the world’s best-known quality newspapers, The Times and The Sunday Times, as well as The Sun which is the most read British newspaper. NI Group employs more than 2,600 staff within its offices in Manchester, Peterborough, Glasgow, Dublin and Thomas More Square, London.

Like any large organisation NI Group required a Service Management System that ensures that the IT processes, procedures and operations run at an optimum level and are fully in-line with the overall NI Group business goals. With this in mind and its on-going commitment to deliver service excellence, the Enterprise Technology team within the NI Group highlighted the need for an independent and non-biased full assessment of its internal Service Management operations.  To gain a completely impartial view NI Group engaged ConnectSphere to perform an assessment of the quality and effectiveness of the services and service management capability. This selection was made due to ConnectSphere being able to demonstrate a good understanding of the NI Group business along with a superior knowledge of ITIL®  and ISO/IEC 20000.

The first assessment took place in 2009. During the assessment ConnectSphere supplied guidance, support and recommendations on all aspects of Service Management whilst drawing attention to processes that could be improved, streamlined or removed. All measurements were compared to industry standards and NI Group business goals.

Due to the overwhelming success of the first assessment in 2009, a strong working relationship was formed between NI Group and ConnectSphere. This has resulted in ConnectSphere undertaking COBIT Maturity Assessments and gap analysis for NI Group on an on-going annual basis. Each assessment has demonstrated an overall increase in Service Management capability and improved customer satisfaction with Enterprise Technology. The assessments also highlighted areas for continued improvement for the future; helping NI Group plan for the following years.
 
In addition to the assessments, the Enterprise Technology team were in the process of planning and working towards achieving ISO/IEC 20000. To aid the team in this, NI Group purchased the ITIL and ISO/IEC 20000 Toolkit. Produced by ConnectSphere, the Toolkit provided NI Group with useful templates and guidance to implement ISO/IEC 20000 and ITIL best practices, making IT Service Management easier to deliver and improve. Using the Toolkit, along with the expert consultancy, mentoring and ISO/IEC 20000 foundation training supplied by ConnectSphere, NI Group successfully gained ISO/IEC 20000 within a 12 month period.

This has resulted in a complete Service Management System where people follow standardised version controlled documents, streamlined policies and procedures.

Gareth Wright, Head of Infrastructure and Enterprise Operations at NI Group stated that; “This is a real badge of honour for the team and the company as a whole. It has helped to gel people together and focus their energies on the people they support. It has been recognised throughout the whole business; so much so, other teams are now aspiring to also achieve ISO/IEC 20000.”

NI Group has been so successful in its assessments and improving its Service Management capabilities year on year that it is now purchasing an online subscription service from ConnectSphere enabling them to part self-audit.

ITIL® is a registered trade mark of the Cabinet Office

service-desk-image.jpg

Click on the link to obtain an RSS feed to all new ConnectSphere articles