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Marval’s Successful ISO/IEC 20000 Certification Renewal Enhances its Standing as a World Class Service Provider

Following its original ISO 20000 (BS 15000) certification in 2005, ITSM Software provider Marval, has maintained its continual improvement programme and is proud to announce that at its March 2008 surveillance audit by DNV, it successfully passed its ISO 20000 certification renewal with an extended and increased scope.

Scope of Certification
The IT Service Management System for the delivery and support of Marval IT service management software applications and associated services for UK managed external customers. Delivery of managed internal IT services and systems to the UK-based organisations Marval Software Ltd and Marval Training and Consultancy

“It is important that we demonstrate and give confidence to our customers that we deliver services to an international, auditable standard. Talk is cheap, but we firmly believe in practising what we preach and fully recommend ISO 20000 if you want to maintain stakeholder and business confidence, be better positioned to meet business needs and regulatory requirements, demonstrate value for money, be in a position to be externally audited or benchmarked and attain operational excellence .” Don Page, CEO, Marval Group.

Like many organisations, Marval is dependant on having a sustainable, reliable, cost effective and well managed IT Service and Support infrastructure to look after its customers and partners around the world. Its challenge remains constant – to continually improve the service delivered to customers, control costs and optimise resources.

“There is no doubt, adopting and embracing ISO 20000 is the best business decision, in relation to the management and delivery of our IT services, Marval has made for years. Yes, it has been a difficult and often stressful journey. It’s not easy to take a long, hard look at the way you do things, be honest about your strengths and weaknesses, take some hard decisions, then make improvements, compare your performance against a worldwide standard and then finally be audited to prove your adherence to it”. Greg Pritchett, Technical Director, Marval Group.

The journey to accreditation and subsequent re-assessments was made smoother by utilising Marval’s own training and consultancy arm, Marval Training & Consultancy, to oversee, guide and project manage the process. In addition it used its own IT Service Management software tool (MSM) as the Management System which also supported its service improvement plans, policies and process and provided that all important “evidence”, which is required to achieve certification.

One of the other key contributors was the DNV auditors, who pinpointed strengths and weaknesses both in approach and documentation, supported by some great advice and guidance.