BT Group

BT Enterprise Managed Service achieves CMMI appraisal

BT has been appraised at maturity Level 3 of ISACA’s Capability Maturity Model Integration (CMMI) for its Enterprise Managed Services offering. This marks BT as the only organisation in the UK to successfully publish an appraisal at this level.

CMMI is a capability improvement framework that provides organisations with the essential elements of effective processes that ultimately improve their performance.

BT’s Enterprise Managed Services has been recognised as performing at a “defined” level where processes are well-characterised, understood, established and improved over time. Following a programme of improvements spanning three years, with over 20 interviews and 25 hours of evidence submitted, the appraisal recognises BT and its Enterprise Managed Service unit with high performing and mature work practices, cementing the company as a significant market differentiator within the technology and telecommunications industry.

With IT departments spending roughly 65 percent of their annual budgets towards day-to-day processes, they often do not have the time, resources or expertise to manage their services end-to-end, and improve their IT operations. BT’s arm of over 2, 000 managed services experts take the weight off overstretched IT departments, providing 24/7 support to BT’s approximately 2, 500 Enterprise managed service customers across the UK and Ireland.

With wide-spanning expertise, the managed services team offer proactive support and management across a customer’s entire IT suite to help them navigate the complexities of securely managing multiple devices, locations, networks and cloud providers.

Additionally, their expertise spans across a multitude of value-add services including capacity, change, problem, and configuration, giving a truly proactive experience across the full suite of key service management practices.

Vinay Gulati, Lead Appraiser at CMMI said:

“I was really impressed with BT’s Enterprise Managed Service unit. This organisational unit is very mature in terms of its working practices. I was particularly impressed with the culture of constant improvement within the organisation, with clear support from senior leaders.

The organisation has a focussed strategy, underpinned by closely aligned objectives. Additionally, the organisation has a clear portfolio that aligns its services with its business values and outcomes for its customers. It is one of the few organisations I have seen in the UK, which has a clear focus on Service Excellence.”

In addition to this appraisal, BT’s Enterprise Managed Services has also been awarded with the best-in-class ISO certifications which demonstrates that BT has met the international standards in quality assurance. 

“It’s fantastic to be recognised as the only UK organisation, and amongst a rare few globally to publish a CMMI appraisal at this level. This appraisal cements our position as a leading technology partner and validates our commitment to consistently provide high-quality managed services for our customers, so they can focus on running their business.” says Mike Cook, MD of Customer Services, BT’s Enterprise unit.

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