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Cyberoam becomes world’s first Network security player to achieve global ISO 20000 Certification
February 2013 by Marc Jacob
Cyberoam announced that it has become world’s first network security player and the only UTM vendor to achieve global ISO 20000:2011 certification. Assessed by Det Norske Veritas (DNV) Ltd of UK, this certification recognizes Cyberoam Global Support Management Centre (GSMC) for demonstrating excellence in post-sales product and technical support to its global customers. This achievement highlights Cyberoam GSMC’s capabilities in ensuring desired consistency, traceability and readiness to augment customer experience and confidence with excellent technical support services. The ISO 20000 assessment had Service Strategy, Design, Transition, Operation and Continual Service Improvement aspects as key focus areas. A PDCA cycle ensuring strict compliance to ISO 20000 standards was followed.
In the wake of radical IT trends such as big data, mobile enterprise, cloud computing and social media based innovations, businesses have come to see Network Security extremely vital in protecting their IT infrastructure. As they go on embracing emerging IT technologies, they expect more from their network security vendor, to experience uninterrupted business continuity and desired productivity. This is where excellent post-sales technical and product support comes to play an important role in enhancing customer experience.
The certification is acknowledged as international ‘gold standard’ in IT services management and maintained by the International Organization for Standardization (ISO), and administered by accreditation and certification bodies. ISO 20000 recognizes an organization’s conformance to globally acceptable benchmarks in upholding highest level of quality management for customer facing IT services for its products.
As effective IT service delivery grows more vital, many businesses strive to achieve the certification for boosting their business and customer confidence and to emerge more responsive for their partner organizations. Cyberoam GSMC works 24 * 7 to monitor and evaluate customer calls on technical & quality assurance parameters, thereby providing a full suite of support services using multiple communication channels such as Toll Free call lines, Chat and Email. For smoother and faster resolution of customer queries, Cyberoam GSMC has well defined support tiers based on technical competence of its in-house taskforce. Also it has a provision of customer feedback for every issue that can be incorporated for enhanced responsiveness.
The achievement reinforces Cyberoam’s thought-leadership in Network Security that’s based on a holistic approach, which believes in fostering customer experience with steadfast post sales assistance. At the same time, it also signifies the company’s commitment to establish a quality system for process-driven effective IT service delivery that is at par with the best names in global IT industry.
