Employees rise to the challenge once again to renew ISO 20000 certification

If the ongoing renewal process for ISO 20000 recertification is anything like an Olympic sport for IT, then CITI just won another gold medal! A nine-member team of employees over the past two months jumped over whatever hurdles necessary to complete the ISO 20000 annual Surveillance audit, and on August 2 was notified it had scored the right, once again, to claim the well-respected corporate credential.

“I would like to congratulate Raj Kalsi, Stephen Barr, and the rest of the IT Support team that helped make this happen,” said Venkatesh Melkote, CITI’s PMO and IT Support Director.

The ISO 20000 certification, as a corporate qualification for CITI, may increasingly prove fruitful for the company, as more and more federal agencies adopt the standard as one of their core requirements for infrastructure support. The process for certification, as well as recertification every subsequent year, involves significant effort by the company in systematizing and documenting the various processes that the company uses to manage its own computing environment. Melkote and his team achieved the ISO 20000 for the first time on June 10, 2011, and that effort took more than six months.

Once again, the team used the Manage Engine tool to capture all of the service desk tickets for incidents, service requests, purchase requisitions, and change requests—a major component of the ISO documentation. Manage Engine automates all of the audits, approvals, and workflows involved in the certification process. Melkote said this tool, along with some manual reports and related compliance tasks the team performed, once again enabled them to meet all of ISO’s requirements.