In the dynamic telecommunications environment, technology can no longer be used as the only differentiator. The stringent regulatory environment means that telecommunications companies have to constantly think out of the box and innovate differently to the rest of the world when responding to client business challenges. This in itself is an opportunity to create real depth in services and solutions that respond to these challenges.
While innovation and solution development drive opportunity for business growth, it is the Client that must remain at the core of what we do. For Internet Solutions (IS), clearly focusing on our key segments provides for differentiation as we focus on two key pillars of the South African market:
Enterprise and business market:
Within this market, there are certain segments that are specific to our definition of clients segments that IS is addressing. These are:
- Large, medium and small organisations.
- A large number of consumer-focussed service providers that do not own their own networks and IS provides them with the underlying infrastructure.
- Business-to-business companies built on internet technologies, run on IS’ backbone and essentially unable to exist without it.
- Geographically diverse clients into Africa and the rest of the globe.
Public Sector clients across National, Provincial and Local government
Internet Solutions' (IS) track record of enabling government to meet its mandate of service delivery across the three spheres of government, demonstrates our commitment as a South African Corporate citizen to ensure that our vision to be the people connecting Africa, resonates with our government's intent to bridge the digital divide and make ICTs an enabler, not only for the government but for its citizens as well.
Client ServiceTo ensure that these segments of clients are supported, IS believes that everyone in the organisation has an impact on the Client service. To ensure that there are areas in the business that focus primarily on the service experience from IS, the heart of our client services and support, the award winning Global Service Centre (GSC) is the front-end operational base and primary contact point.
Behind this operates the Centre of Excellence, which is responsible for project and programme management. This houses the Continuous Service Improvement (CSI) team responsible for Internet Solutions achieving an ISO 20000 accreditation in information technology and driving the ISO initiative throughout the organisation. It is also known as the IS “university” with additional responsibility for auditing and quality assurance.
Internet Solutions was assessed by SABS (South African Bureau of Standards) and on 24 February 2011, it was announced that IS was successful in achieving the ISO/IEC 20000 Information Technology – Service Management certification.
Internet Solutions is one of only three companies in South Africa to have received this accreditation from SABS. This is a significant achievement that will yield direct results for our commitment to deliver excellence with regards to all engagements with our clients.
IS’ commitment to ISO 20k aligned to ITIL processes commenced in 2008 and culminated in numerous external audits conducted by SABS in the latter half of 2010. Accreditation disciplines include the following:
- Incident and Request Fulfilment
- Problem Management
- Change Management
- Release Management
- Capacity Management
- Availability Management
- Service Continuity Management
- Design and Development of New and Changed Services (PLM)
- Service Level Management
- Business Relationship Management
- Supplier Management
- Service Reporting
- Information Security
- Configuration Management
- Financial Management for Services
- Management Systems.