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UXC Consulting client the first Queensland organisation to achieve ISO20000 certification

The Queensland Government’s Public Safety Network Management Centre (PSNMC) is the first Queensland organisation to be awarded ISO/IEC 20000 certification

As well as being one of only two public sector organisations to currently hold ISO/IEC 20000 certification within Australia. 

ISO/IEC 20000 is the international standard for IT Service Management and is closely aligned with ITIL®.  An IT service provider successful in obtaining ISO/IEC 20000 certification is able to provide a guarantee to customers that their service requirements will be managed and delivered in a consistent and effective manner.

As a shared service organisation for Queensland Police, Department of Justice and Attorney-General and Queensland Corrective Services, the PSNMC provides highly available network services across the State.

UXC Consulting was engaged in a four month project to assist the PSNMC in achieving their objective of obtaining ISO/IEC 20000 certification.  Based on a gap analysis, the UXC Consulting team worked with PSNMC staff to document, review, implement and improve processes and work practices.  Staff training and mentoring was a major focus 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,” said John McIntosh, Director of PSNMC.

“Having done this, the UXC Consulting team were able to focus on the essential requirements of the project and deliver outcomes that met those requirements.  The workshops and training provided were of a very high quality and contributed to the overall success of the project,” said Mr McIntosh.

“It was a great opportunity to be involved in the PSNMC ISO/IEC 20000 certification project.  They were a great team to work with and their certification achievement is immensely exciting and a credit to them as an organisation,” said Rachel Seaniger, who led the UXC Consulting team.

UXC Consulting is working with several clients to optimise the benefits of ISO/IEC 20000, especially to complement the implementation of ITIL-based processes.