UXC Consulting has helped the Queensland Government’s Public Safety Network Management Centre (PSNMC) to become the first organisation in the state to earn ISO/IEC 20000 certification.
PSNMC is a shared service organisation for Queensland Police, Department of Justice and Attorney-General, and Queensland Corrective Services that provides network services across the state.
ISO/IEC 20000 is the international standard for IT service management and is aligned with ITIL. An IT service provider that is successful in gaining the certification is able to provide a guarantee to customers that their service requirements will be managed and delivered in a consistent and effective manner.
Based on a gap analysis, the UXC Consulting team worked with PSNMC staff to document, review, implement, and improve processes and work practices throughout a four-month project that led to the accreditation.
A major focus of the initiative was staff training and mentoring to ensure buy-in and understanding.
"The UXC Consulting team were flexible in their approach, and engaged positively with the business to understand the intent of the project and become familiar with existing work practices and business drivers," PSNMC director, John McIntosh, said.
“The team were able to focus on the essential requirements of the project and deliver outcomes that met those requirements.”
The achievement makes PSNMC one of two public sector organisations to hold the certification in Australia.
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