CompuCom Systems Earns International Recognition for IT Service Management with ISO 20000 Registration

Business Wire,  April 16, 2008  

Tags: CompuCom, information technology, ISO, IT Service Management

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Third-Party Validation Underscores Company's Excellence in Quality and IT Service Management Leadership; Company Builds Upon Legacy of Expertise

DALLAS -- CompuCom Systems, Inc., a leading IT outsourcing company, today announced that it has achieved International Organization for Standardization (ISO) 20000 certification, the international standard for IT Service Management (ITSM). Based on the adoption of Information Technology Infrastructure Library (ITIL[R]) best practices, the ISO 20000 certification is one of many standards and framework components CompuCom follows and benchmarks the company's industry-leading delivery of IT services. Currently, CompuCom is one of a select few companies registered in North America.

To be successful in today's competitive global markets, organizations are realizing that they need consistent, enforceable and repeatable processes to improve the quality of their IT services, meet regulatory requirements and ensure a reliable and agile infrastructure to support key business needs. As part of CompuCom's overall commitment to delivering quality for clients, the ISO 20000 certification builds upon over two decades of expertise. ISO 20000 is the first formal international standard specifically related to IT service management. To be certified, companies must implement an IT service management process and system that ensures the confidentiality, integrity and availability of vital information.

"Recognized as both a leader and innovator, CompuCom joins a burgeoning group of registered service providers as further declaration of ISO 20000 certification being the de-facto requirement for Infrastructure Management," said John McKenna, Chief Strategy and Services Officer at CompuCom. "Achieving ISO 20000 certification underscores to our associates and clients that CompuCom is committed to providing quality services and value to meet current and future business demands."

"Our ISO 20000 registration is the culmination of a tremendous effort by the IT staff, Service Desk expertise, dedicated ISO team and senior management," said James Dixon, Chief Executive Officer of CompuCom. "This successful audit is an independent verification that CompuCom has adopted ITIL practices and we are truly leaders in IT Service Management."

Today, organizations need to demonstrate compliance with an increasing number of U.S. government regulations such as Sarbanes-Oxley, and the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Both of these regulations impact IT services and IT Service Management (ITSM). Although auditors do not currently require standards certification as proof of compliance, they certainly may in the future. Because ISO 20000 focuses specifically on the quality of ITSM, the certification might possibly evolve as an international standard that auditors can use to determine compliance.

The certification was completed through an independent third-party audit by the British Standards Institution (BSI), a management systems registrar. The independent audit verified compliance of standardized, consistent processes and procedures. To determine continued compliance with ISO 20000, BSI will conduct periodic routine surveillance audits of these operations.

"By earning ISO/IEC 20000-1:2005 certification, CompuCom is further demonstrating its commitment to delivering world-class IT services," said Gary Pearsons, President of BSI Management Systems. "By formalizing their documentation and using ISO/IEC 20000-1:2005 as an extra set of eyes, CompuCom will be able to improve quality and remain at the cutting edge of their industry. The company's employees are committed and use well organized processes - ISO/IEC 20000-1:2005 certification can only serve to improve an already top-of-the-line business," added Pearsons.

According to a recent Analyst Insight from Aberdeen, solutions from CompuCom help build a roadmap for improvement by implementing a best practices and quality framework such as utilizing ITIL. With CompuCom clients exceeding Best-in-Class ITSM capabilities in areas such as IT delivery frameworks, end-user satisfaction measurement, and nine other categories including SLA management, it is clear that CompuCom is a leader in ITSM quality and value1. To access a complimentary copy of the report, visit: http://www.compucom.com/company/whitepaper/register.aspx

On April 22 at 1:00pm CDT, Aberdeen Research Senior Vice President of Technology Research, Ralph Rodriguez along with Thomas Vetterani, Vice President of Market Quality and Offering Development at CompuCom, will co-present on a Webinar discussing quality initiatives and best practices in IT Service Management (ITSM), ITIL and ISO 20000 to eliminate siloed processes, duplication of efforts and inefficiencies to lower costs while enhancing service quality. The online forum, entitled "Achieving Service Excellence thru Quality Initiatives," will discuss solutions and frameworks for delivering value across the organization while providing cost advantages and most of all, quality. To register for the free Webinar, please visit: http://info.compucom.com/content/ April22WebcastRegistrationwithSpeakers (Due to its length, this URL may need to be copied/pasted into your Internet browser's address field. Remove the extra space if one exists.)