Customer retention – can ISO/IEC 20000 help?


Ely, England, 16 May 2012 – With the news that the UK and parts of Europe are back in recession, the prospects for many organisations look gloomy. Organisations are cutting costs and in the worst cases this includes staff redundancies. But how do organisations ensure that despite cutting costs they deliver the service their customers expect?

ISO/IEC 20000, the international IT Service Management standard, may be the answer. By implementing ISO/IEC 20000 an organisation can gain considerable competitive advantage and thus ensure that it retains existing customers whilst winning new ones. A few companies in the UK and Europe, including Virgin Media, Munich Airport, Fujitsu Technology Solutions, Oxford University Press Group and IBM UK Ltd, have already gained ISO/IEC 20000 certification.

Alan Calder, CEO of IT Governance, says, ‘Implementing ISO20000 not only improves the processes and practices within an organisation, but it also reassures customers that the company is efficient, reliable and trustworthy. Organisations that are ISO/IEC 20000 certified can expect to see more repeat business due to improved customer experience.’

IT Governance, the single-source provider of ITIL®, ISO20000 and IT service management resources, offers two products which combined together will help small and medium companies implement ISO20000 quickly and effectively.

The ITSM, ITIL® ISO/IEC 20000 Implementation Toolkit will save ISO20000 implementers months of work by providing a comprehensive suite of pre-written documents, project tools and case studies. This best-selling toolkit has just completed the accreditation process with APMG – licensees of ITIL® products  - and is now an Official ITIL Product.

Customers who buy the toolkit should also consider attending the ISO 20000 Practitioner Certificate Course. This course will help implementers to better understand the ISO20000 scope and apply the standard within their organisation.

The three-day ISO 20000 Practitioner Certificate Course combines theory and practice in an engaging way. It covers the interpretation and application of the ISO20000 standard and enables delegates to develop the service management capability of an organisation and assess its readiness for certification. Delegates who pass the test at the end of the course are awarded an APMG-accredited ISO 20000 Practitioner Certificate. The next sitting takes place on 13-15 June in London. There are still a few places available at £100 off the standard price.

Alan Calder says, ‘As an established training provider we have seen a steady demand for ISO20000 Practitioner training in 2012. The driver for this appears to be the need for commercial organisations to ensure that they have implementation managers who fully understand the ISO20000 compliance process. Furthermore, companies are looking for qualifications from recognised examination bodies which our course offers.’

Organisations can book delegates onto the ISO 20000 Practitioner Certificate Course online: Course places can also be booked directly with the friendly, helpful IT Governance service centre team on telephone number +44 (0)845 070 1750. Larger organisations can make bookings or purchases with a purchase order, either by telephone or by e-mail, to We welcome overseas delegates on all our courses and can provide guidance on travel and hotel arrangements.

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