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Etisalat Managed Services qualifies for ISO 20000

Service management standard indicates dedication to quality, says Etisalat

Etisalat's Managed Service business has qualified as ISO 20000 compliant.
Etisalat's Managed Service business has qualified as ISO 20000 compliant.

Etisalat's Managed Services business has qualified for ISO 20000 certification for IT service management.

The ISO 20000 certification is presented for application of best practice, standards and quality in service management.

Etisalat says it is the first telco in the UAE to achieve ISO 20000.

ISO 20000 provides a better alignment of IT services and the business building trust and confidence in customers. This is also mainly due to an integrated process approach, reduction of incidents and continuous improved incident management, improved service delivery costs leading to financial savings, greater understanding of roles and business objectives and protecting the company, assets, shareholders and customers.

Salvador Anglada, chief business officer, Etisalat said: "Etisalat is dedicated to delivering best-in-class services to our key stakeholders and customers, the ISO 20000 certification is a great way to demonstrate our core values to both new and existing customers. This accreditation is in line with our long term business objectives and functions re-assuring our clients that our services are efficient to meet their requirements."

"The certification is significant as it differentiates Etisalat within the telecom sector and this achievement also provides transparency due to the formal mechanism of reviewing Etisalat's services and to measure our commitment."

Haitham Abdulrazzak, Chief Technology Officer said: "Etisalat has continuously invested in improving the quality of our systems and service portfolio by attaining industry accreditations in quality, business continuity, information security and environment. This has helped maintain our leadership position, demonstrate excellence and proven best practices in IT service management."

"The ISO qualification audit is a rigorous process by independent audit bodies implementing stringent principles to ensure that we benchmark ourselves against the highest standards to guarantee our IT service management is the best for our customers. This certification reflects the team's hard work and complete dedication in governance of the processes and best practices required for effective service delivery and customer service excellence."