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DHCW achieves international standard for service management

3rd October 2023

Digital Heath and Care Wales has retained its accreditation to the International Standard for Service Management (ISO 20000).

Earlier this year the organisation undertook an extensive two-week external audit of the management systems, people, and the processes which underpin the development, delivery and support of our systems. 

The ISO 20000 is an international standard in service management that is agreed by experts as the best way to establish, implement, maintain and continually improve a service management system.

Achieving the ISO 20000 certification helps organisations benchmark how they deliver services, measure service levels, and assess their performance. It enables departments to ensure that their service management processes are aligned with the business needs as well as international best practices. It is broadly aligned with, and draws strongly on, ITIL version 4.

This year DHCW extended the scope of the certification to cover all critical services, including those in development and transition.

Keith Reeves, Service Management Team Manager said, “retaining our accreditation to this standard, and maintaining it over the years, shows the commitment that DHCW has to the effective delivery and ongoing management of quality systems and services to our stakeholders. A big thank you to all of the teams and individual staff that have been involved, including those that helped to co-ordinate the audit."

A follow up to the audit is scheduled for June 24-27th , 2024