The whole basis of quality IT Operations is the underpinning of a well developed and comprehensive process model that is strictly adhered to. This model needs to help take an organisation from Service Strategy through to Design and Transition to ongoing Operation.
Once in the support environment the focus moves to Continual Service Improvement to tune and re-align the delivered services to changing business needs – this is where much of the hard work resides.
The Information Technology Infrastructure Library (ITIL) is a set of concepts and policies for managing information technology infrastructure, development and operations. ITIL v3 gives a detailed description of a number of important IT practices with comprehensive checklists, tasks and procedures that can be tailored to any IT organisation.
Attenda was one of the first adopters of ITIL in 2000 and uses it as the basis for all Service Management Activities. The company has adapted the framework to suit its business model and calls this the Attenda Process Model (APM) which encompasses all Service Management processes and every other process in the business.
All processes in the model are audited by the internal Security & Compliance team annually and many of the processes are audited for external certifications (see below) or for specific Clients – or their customers. On average the company undergoes at least one audit per week. Attenda’s compliance to ITIL has been recognised with the awarding of ISO 20000; one of the few managed services companies in the world to have achieved this.
Current certifications include: ISO9001, ISO27001, ISO20000, HP SP Signature Partner, a Microsoft Gold Certified Partner (in seven disciplines), a SAP Adaptive IT Hosting Provider, a SunTone accredited managed service provider and an Accredited Catalist Supplier.