sector

Customer Experience
CENTRAL
GOVERNMENT

Competition Commission

The ISO/IEC 20000 journey with Axios Systems

The Competition Commission is an independent public body responsible for conducting
in–depth inquiries into mergers, markets and the regulation of the major regulated industries.

The requirement “I would advise any

In its commitment to providing first class service to its customers, organization considering
the Competition Commission’s IT Services made the decision to
going for accreditation to
become ISO/IEC 20000 accredited – the International Standard
do it. Not only does it
for IT Service Management (ITSM). Already adopters of the ITIL ®
ensure that you are
(IT Infrastructure Library) framework, the organization had
already made significant progress towards ISO/IEC 20000
providing the best
requirements. Furthermore it uses assyst by Axios Systems, which possible service for your
was developed from inception around the ITIL ® framework, and customers but also helps
therefore also had key support mechanisms in place to help the the IT service & delivery
organization on its ISO/IEC 20000 journey. function gain the respect
it deserves.”
The process Shaun Behan,
IT Manager
Prior to the ISO/IEC 20000 audit, it was essential that the Competition Commission
Competition Commission reviewed its current processes and
identified the areas that would need to be addressed in
order to achieve accreditation. To assist with this process,
the Competition Commission brought in Axios Global
Services (AGS). In the first instance, the AGS consultants
carried out a high level review of the Competition
Commission’s current ITSM processes and subsequently
identified any gaps and recommended ways of addressing
areas of non-compliance.

“The work carried out by Axios Global Services was invaluable and
key to our ISO/IEC 20000 success,” commented Zoe Bryan, Service
Delivery & Change Manager, Competition Commission.

over - assyst and the ISO/IEC 20000 journey

 Customer Experience
assyst and the ISO/IEC 20000 journey
Crucial to achieving ISO/IEC 20000 accreditation is the ability to provide evidence
Insight
confirming that the required processes are being adhered to and have been over a
certain period of time. The assyst CMDB (Configuration Management Database), which is at
the core of the solution, is significant in providing this evidence. Using the CMDB as its data source,
assyst can generate over 100 ITIL-based out-of-the-box reports as well as adhoc reports, and
therefore provided critical data for the audit regarding the Competition Commission’s service
delivery and support.

“The assyst CMBD is an extremely powerful tool,” added Zoe.

“The ISO/IEC 20000

project also raised the
profile of the department
within the organization,
people now understand
and value what we do.”

Shaun Behan,
IT Manager
Competition Commission

The audit
As a result of hard work and dedication to comply with ISO/IEC 20000
accreditation and ultimately improve the service delivery and support
function of the organization, the Competition Commission was granted
ISO/IEC 20000 accreditation. Furthermore it was one of the first
organizations in the world to receive it!

The Benefits of working with Axios Systems

• Robust ITSM solution providing critical evidence for ISO/IEC 20000 audit

• Independent assessment of current processes by external organization

• Gap analysis

• Clear indication of points of non-compliance

• Expert advice on how to overcome short-falls