Case Study: Tegen achieves ISO 20000 certification with URM

Tegen - Customer Case Study

Tegen, a fast-growing IT management and outsourced services provider, wanted to validate and strengthen its service management as it prepared for continued growth. To do this, it worked with URM and set out to achieve ISO/IEC 20000 certification, using its existing ConnectWise CRM and N-able RMM platforms as the foundation for a more scalable service management system.

URM supported Tegen with a gap analysis, risk assessment, process and policy development, and staff awareness training, helping the company formalize and automate service management processes across its CRM-driven workflows. The result was ISO 20000 certification in January 2014, along with greater clarity, consistency and resilience in operations, improved staff morale, stronger client confidence, and a clearer market differentiator; Tegen also reported that tasks were quicker and easier to complete and that the certification supported ongoing business growth.

Tegen

Richard Smith

Managing Director