Service Delivery Standards ISO9001, ISO 27001 & ITIL

“Since 2001, we have relied on Networks First to provide support services to our customers, and they have never let us down.” Eddie Hing, Universal Networks

 Networks First prides itself on the quality of its service delivery and are certified to both ISO 9001 and ISO 27001 ensure that we provide a high level of service and ensuring that we protect the information assets of our customers. We follow ITIL best practice and have certified employees who understand Change Management, Incident Management and Problem Management.

We’re proud of our ISO 9001 track record. Having passed twice, both at the first attempt, we haven’t suffered a single non-compliance issue. Only 10-20% of all ISO 9001 audits achieve first time pass status.

Our internal process ensures that we consistently support our clients, with no exceptions. At all stages the customer is aware of the resolution’s progress through regular updates, and there’s a robust escalation process for both functional and hierarchical issues. We also understand the many benefits of adopting ITIL best practice and the implementation a continuous training, assessments and improvement program.

The ISO 27001 scope covers Information Security relating to LAN, WAN and Converged Telephony Services, including paper, electronic and supporting media for customer and Networks First owned information. Information Security in relation to internal and external processes for the provision of support services for converged network infrastructures, these include remote network management, maintenance services, consultancy, design, product supply, project management and implementation. The ISO 27001 certification covers the management of Networks First remote engineering support offices, 3rd party services suppliers and the provision of on-site services at customer locations.

Service Management & ITIL
We hold the highest Cisco customer satisfaction score within the UK with a score of 4.83 out of 5. How do we achieve such a good score?

ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools.
We’ve adopted ITIL best practice to ensure we effectively manage our service delivery operations and maintain a high quality, customer focused professional support service.

Our Service Delivery Managers are responsible for all post-sales activity and coordinate the communication between your implementation team and Networks First. They establish operating procedures between our companies and conduct account reviews to discuss past performance, future developments and ongoing service improvement plans.
With these two standards in place you can have peace of mind that the quality of the managed network service or network support you receive from Networks First will be exemplary.

Our Quality Policy

Our Security Policy