IT and Service Management

Companies around the world, ranging from all business sectors, see DQS as their trusted partner management systems certification. Find out what we have to offer via the overview below, or contact us to see how we can be of service.

ISO 27001ISO 20000-1ISO 10002

ISO 27001

If you are interested in introducing an information security management system according to ISO/IEC 27001, the most important advantages can be summarized as follows: the consistent alignment of your company processes to the standard demonstrably leads to continuous improvement of the level of security, reduces existing risks, improves adherence to compliance demands, reduces supervisor liability, enhances employee awareness and improves customer satisfaction.

ISO 20000-1

Cost-effective and reliable service management needs to be at the top of your list of essential core or support processes. In addition, many services and production processes nowadays operate only on complex information technologies and IT-based supply chains.

ISO 20000-1 is the perfect navigational aid for the implementation of a service management system focused on customers’ wishes and the fulfillment of their needs. Moreover, with the current 2011 version, you can keep track of the requirements of ISO 9001.

What is our role in this? We audit your service management according to ISO 20000-1 and a DQS certificate proves your organization’s performance capability in this critical area.

Focusing on people and markets

A proper service management system is not purely based on manuals. A true service management system enables employees to apply and develop their abilities in a structured and focused manner. As an example, you can offer Service Level Agreements (SLA), for which you can take full responsibility; keeping an eye on risks, thinking innovatively and making use of opportunities. And through your stable processes for service management, you are a sought-after and reliable part of the value-added chain. Or, to put it differently: quality in service management motivates and inspires all stakeholders.

Close at hand: quality management according to ISO 9001

The 2011 revision of ISO 20000-1 focused on the practical requirements for a service management system. While the standard was originally written from an IT perspective, it is now capable of serving as a basis for the management system of service-oriented companies. In this context, a synopsis of the requirements of ISO 9001 by DQS provides an interesting insight: virtually all the requirements of the QM standard are also part of the standard for service management systems.

How it works

All at once, or step by step – the choice is yours. On the one hand, you can be fully audited and certified according to ISO 20000-1. This process follows the classic DQS auditing process; its basis is a proprietary DQS check-list based on the 2011 revision of ISO 20000-1. But DQS also has a good solution for companies that don’t want to implement a comprehensive service management system yet: we audit individual processes of your choice and issue declarations of conformity according to ISO 20000-1. Process audits already completed may be used at a later date to prepare for a comprehensive certification audit.

ISO 10002 – A guideline for successful complaint management

Justified or not – customer complaints are an unwelcome aspect of business for any organization in the manufacturing or service industry. By implementing a suitable process for handling complaints, however, you can turn a complainant into a satisfied customer. Guideline ISO 10002 provides your organization with guidance on how best to design this process – and we can offer you the corresponding audit and a Confirmation of Conformity, subject to maturity level. The aim of the Guideline is a complaint management system with beneficial effects for both parties: your products and services improve in quality through feedback, and your company image improves because you pay attention to your customers.

Give your customers a voice

Effective complaint management is characterized by being open to questions, complaints, and requests – so encourage your customers in as many different ways as possible to give you their feedback! Constructive feedback improves your organization’s ability to approach the elimination of errors in a systematic and solution-oriented way – the way of continuous improvement. At the same time, your employees realize that comprehensive customer service is the basis of sustainable business success.

In advance of any complaints, Guideline ISO 10001 offers a useful code of conduct. It elaborates at length how to implement and maintain an effective complaint management process. Find out what you can do when there is no immediate resolution. For legal conflicts, refer to ISO 10003; ISO/TS 10004 governs the monitoring and measuring of customer satisfaction.

ISO 10002: How it works

Subject to the specific conditions of your organization, you have the choice of two kinds of audits: we can either audit your complaint process as part of your quality management system according to ISO 9001, or individually in the way of a process audit. In both cases, Guideline ISO 10002 provides the framework. The central issues of this are the compliance of processes with your corporate policy, the suitability and degree of application of procedures, and options for continuous improvement.