ITIL Implementation in Neti
Transition to new service delivery standards
A small company can work intuitively with approximate understanding of customer service.
But with the growth of business this approach can lead to glitches. More customers come, managers process more information, employees do more of current work. And if there are no clearly defined standards, guidelines and regulations blunders are inevitable and some tasks buzz.
We’ve already published a roadmap of our services improvement. One of its points - accuracy of service - implies the introduction of ITIL standards. It's time to improve the quality of internal business processes.
As Oleg Khalilov, Neti CEO, sais:
- This year we are planning to complete the ITIL Foundation courses, to get certificates and to integrate the ITIL standards and ITSM methods into our work systematically. This way we will be able to set a certain threshold.
If now we sign contracts with a service level agreement (SLA), where service indices are specified, for example, the answer to the task within 1 hour ... we will go even further and will voluntarily start writing down our own penalties for failing to comply with SLA and standards mismatch.
I don’t know any company in our ERP system market, which actively certifies employees according to ITIL, ITSM, IAOP: Certified Outsourcing Professional® (COP). There are only individual specialists. But all the world of outsourcing has already been using these principles for a long time. In Russia we are just approaching them. That’s why we hope to become one of the first companies, which will implement these standards in the nearest future and will be using them for 100%.
We have already started preparing regulations and standards, business processes and instructions. We plan to get ISO certification by the end of this year as a minimum.
The ISO 9000 standards were designed to determine the basic requirements for the quality management systems and include three standards: ISO 9000, ISO 9001 and ISO 9004. ISO 9000 series became widespread in more than 90 countries and are the most popular standards at the moment.
ISO certification ensures that the company conducts its work according to a certain system and all the business processes are described and standardized. To put it simply, the business organization is debugged.
ISO certificate is an indication of the counterpart’s certain level. Besides, when the company has special regulations and routines are fixed (billing, contracts registration, complaints handling) it increases the business efficiency.
Global purpose of these changes is to provide customers with the best service for 1C development and Axapta maintenance.