Enabling the data journey with ISO/IEC 20000-1

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Data, and the cloud that hosts it, has an almost infinite value for businesses that know how to process it – as long as the proper strategy is in place to unleash its potential. Orange Business Services helps customers turn their data into a true business asset, thanks to a little assistance from ISO/IEC’s IT service management standard.

With the digital revolution, businesses are producing more data than ever before. This data is no more than a raw material, but an organization’s ability to transform it into useful information can unlock a world of opportunities. Thanks to cloud computing, organizations can have access to powerful IT capabilities – and with more flexibility than ever, they can externalize all or part of their information systems, workspaces, servers, applications and storage.

Although the cloud has been around for over a decade, the biggest objection still hindering its adoption is ongoing concern about data security and integrity. Systems integrators that can successfully offer cloud-hosted security and access control solutions will find themselves well-positioned for the future, with the ability to deliver a wide range of managed and remote services to customers while boosting the overall value of their company.

Orange Business Services is one such company. As the B2B branch of the Orange Group, which boasts 260 million customers across 28 countries and an annual sales revenue of EUR 41 billion, the global ICT provider aims to be a leading performer in the “data journey”. Supporting organizations through every step of their digital transformation, it offers customers expertise in the collection, transfer, security, storage, processing, analysis and sharing of data, and value creation. To deliver support on such a broad scale, Orange Business Services needs to operate seamless global processes managed under a corporate governance model that applies worldwide.

The implementation of ISO/IEC 20000-1, Information technology – Service management – Part 1: Service management system requirements, was thus a logical objective. Developed by ISO and the International Electrotechnical Commission (IEC), the flagship standard of the ISO/IEC 20000 family helps organizations embed a service life-cycle strategy, providing best practice on how to manage their portfolio of services so they remain current. The release in 2018 of a new and improved edition prompted us to ask Jean-Pierre Girardin, Customer Services & Operations at Orange Business Services, how this latest update will help the company in its commitment to maintain superior end-to-end services – wherever its customers do business.