In a move uncharacteristic of a company that provides IT services, SiteRock Corp. today received ISO 9001 certification for the processes it uses in its management service provider business. ISO 9001 certification means SiteRock has devoted the time and money required to organize and document its procedures for measuring, monitoring, and managing the reliability and availability of its clients' IT systems, applications, and networks.
Companies in the manufacturing industry have for decades striven to remain compliant with the International Organization for Standardization's ideals for quality, but services offerings have been seen as too abstract to warrant the creation of consistent, sustainable practices. SiteRock pursued ISO 9001 certification to distinguish itself from the growing number of MSPs and to build its credibility as a provider of reliable service-level agreements. Failure to accurately document the routing of trouble tickets or who to call in the event a Web server goes down can lead to costly downtime and leave clients with shaken confidence.
Many technology companies are hesitant to adopt the structure required to achieve ISO 9001 certification because they have grown at exponential rates. "It's tempting to see a problem and solve it for your customers without properly documenting the procedures followed," says Sham Beri, a consultant with Tuv Essen Cetecom Inc., the auditing firm that awarded SiteRock's certification.
George Peabody, an Aberdeen Group VP, agrees that certification makes sense in this age of fast-forward service providers that grow too quickly for the proper documentation of their business processes and policies. "Technology is important, but not more important than the processes used to manage it," Peabody says. "Keeping a company's Internet presence going is a lot about making design choices that optimize performance."