Attaining ISO certification had always been on the cards for IT services provider Bluegrass Computer Services. So when a potential client asked whether the company had any certifications, it took the plunge.
Bluegrass, based in Exeter, was set up 13 years ago, initially providing project management to a range of businesses, as diverse as financial services and Cancer Research UK.
Managing Director David Thomas explains. “Although we had an IT background, our consultancy extended beyond providing IT and we would take on an entire project, for example we helped to deliver Race for Life for Cancer Research UK and also new product launches for Axa Sun Life. Ironically, we actually outsourced our own IT to another company.”
However, when the Bluegrass server hit a problem four years ago, David found he and his team were being asked by their IT service company for advice on what action to take.
At this point, Bluegrass had a change of direction and now provides IT support to a range of businesses, from sole traders, to large organisations such as Bovey Castle Hotel in Dartmoor.
Its approach is to get to know the whole business and provide IT support and back-up accordingly, rather than focus on IT in isolation.
When David and his colleagues were asked by a potential new client – a marketing company – about ISO, their plans to attain ISO certification were crystallised and they approached IMSM for advice.
“We already knew IMSM and had spoken about ISO, but had always put the plan on the back burner,” said David. “When we were approached by this marketing company it made us take action.”
David had initially planned to work towards ISO 27001, which covers information security, but after talking to IMSM decided to go for ISO 20000, which covers IT service delivery, but also has an element of information security within it.
“We didn’t automatically select IMSM for our ISO, because – as good companies should – we decided to look into other potential providers as well. However, we came back to IMSM because their approach suited us and they were prepared to help us achieve ISO in the timeframe we wanted, which was three months.”
With the help of IMSM, Bluegrass went through all its procedures and protocols, documenting what was already in place and adapting templates for areas which hadn’t been addressed.
As promised, within three months ISO 20000 was in place and David said he is delighted. He plans now to work towards ISO 27001 and also the quality management certification ISO 9001.
He said: “It’s definitely made a difference to us already, in terms of new clients. It’s one thing to say we provide quality and service, but the ISO gives us evidence that we do so.
“Going through the process wasn’t as hard work as I had thought, and in fact I enjoyed it. It’s made our company more streamlined and definitely improved our processes. We’ll now look to getting ISO 27001 and ISO 9001; in fact, the work we’ve had to do for ISO 20000 puts us well on the way to these already.”
