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Fujitsu NZ achieves ISO/IEC 20000 certified IT vendor status

fijitsu-supportservice_x485by Garry Lambert *

Leading IT vendor Fujitsu New Zealand Limited recently achieved certification to ISO/IEC 20000:2005, Information technology – Service management, following Fujitsu Australia’s successful ISO/IEC 20000 certification in 2008. The accomplishment is seen as the cornerstone of an expanding portfolio of best practice certifications, including the ISO/IEC 27001 information security and ISO 14001 environmental management system standards.

The company states that it will now follow one model for consistent high service delivery, irrespective of size or type of client, and demonstrate continual service improvement in conformity with the International Standard.

Under pressure

With IT service providers under sustained pressure to deliver high quality services at minimum cost aligned with their customer’s business needs, ISO/IEC 20000 was introduced to enable organizations to benchmark their capability in delivering managed services, measuring service levels and assessing performance. The standard offers Fujitsu opportunities to drive for efficiencies in delivery while improving customer service.


Year-long project

Fujitsu NZ’s year-long ISO/IEC 20000 implementation project involved three increasingly demanding internal site-by-site audits to ensure that genuine change across every level and every office had occurred before the independent third-party certification audit in September 2010. The formal awarding of the certificate took place in January 2011.

“We were confident we would deliver this project on time as we were coming off a very high base and had full executive support. We had 90 % of the basic requirements already in place due to our commitment to ITIL (the Information Technology Infrastructure Library*),” said Roland Estrella, Service Improvement Manager, Fujitsu NZ, who was responsible for the project.

Quality of service

According to Fujitsu NZ, ISO/IEC 20000 certification mandates the maintenance of the highest internationally recognized standard of IT service management. How the company relates to its customers under the standard covers aspects such as service processes, resource allocation, time and delivery management, and engagement with individuals involved end-to-end within customer projects.













From left: Craig Brown, Key Account Manager of certification body Telarc SAI; Stuart Stitt, Managing Director, Fujitsu NZ; Roland Estrella, Service Improvement Manager, and Paul Bourke, General Manager, Managed Services, at the company’s ISO/IEC 20000 certification award ceremony.

While ISO/IEC 20000 is not a mandatory component of current tenders, Fujitsu sees that its customers have growing expectations of their IT suppliers. To be competitive, and improve market competency and strategy, the company considers external certifications such as this as invaluable reference points for new business and in retaining existing customers.

“This major achievement”

To find out more about Fujitsu NZ’s IT service management initiative, ISO Focus+ interviewed Managing Director, Stuart Stitt, about the company’s objectives, implementation challenges and benefits in implementing and certifying to ISO/IEC 20000:

ISO Focus+: What was Fujitsu NZ’s main objective in implementing ISO/IEC 20000?

Stuart Stitt: To realize Fujitsu Australia and New Zealand’s vision – “To be one of the clear top three ICT companies in the Australia-New Zealand market-place”.

Attaining the ISO/IEC 20000 certification enables Fujitsu NZ to understand better how to enhance the quality of IT services delivered to its customers, both internally and externally. And in order to stay competitive, and improve market competency and strategy, the external certification such as ISO/IEC 20000 is an important reference when working with new customers and working to continue servicing our existing customers.

Fujitsu wanted to prove its leadership position in service management and the maturity of its IT Service Management best practices, its dedication to customer and internal continual improvement, and be one of first companies in New Zealand to accomplish this major achievement.

ISO Focus+: Were there any particular challenges in the implementation process, or did you find the standard’s requirements a good fit with your company’s processes?

Stuart Stitt: ISO/IEC 20000 is a good fit within Fujitsu NZ because of our adherence to, and maturity of, ITIL processes. This played a key role in passing ISO/IEC 20000 certification. ITIL is usually the starting point of bringing processes to fix problems in IT service management and service design. ISO/IEC 20000 is implemented when firms want to move to the higher level of consistently adopting best practices across the organization.

ISO Focus+: Did you have to change any existing procedures to meet requirements?

Stuart Stitt: There were minor additions and changes that we did to meet the standard; we also realigned ourselves more with our Australian counterparts. We have added more emphasis on the continual improvement of our services on a periodic basis.

ISO Focus+: Did you carry out any staff training to help the process, or to gain staff ‘buy-in’ and commitment to the standard’s recommended working practices and procedures?

Stuart Stitt: Fujitsu senior managers undertook ISO/IEC 20000 Foundation training to ensure strong base knowledge of the standard and its guidelines.

As part of spreading the awareness of ISO/IEC 20000, Roland conducted introductory overviews with most staff in the organization from analysts to me, the managing director. This activity further promoted the ISO/IEC 20000 initiative and gathered staff commitments to make the certification a success story.

ISO Focus+: Have you already seen any advantages and benefits of ISO/IEC 20000 implementation and certification?

Stuart Stitt: There is consistency of services being delivered to customers regardless of size. The focus on improvement has helped us ensure the basics are always undertaken, or if they are not, putting a spotlight on them and addressing the issue quickly.

Getting the basics right and demonstrating regular improvements ensures customers have the confidence to expand their services with Fujitsu as new projects come up in the business. We reference our certification for new customers as well as using it to provide proof that we are serious about quality service, business alignment and continuous improvement; it is expected that it will continue to create positive outcomes for Fujitsu.

* ITIL, the Information Technology Infrastructure Library, developed in the United Kingdom by the Office of Governance Commerce on behalf of the British government, is a set of concepts and best practices for all British Government data centres to ensure comparable services. Today, ITIL provides general guidelines for service management, and contains documentation on how to plan, deliver and support IT service features.

Fujitsu at a glance

Fujitsu logo Fujitsu is a leading provider of Information and Communication Technology (ICT)-based business solutions for the global marketplace. Headquartered in Tokyo, Japan, and with approximately 170 000 employees supporting customers in 70 countries, Fujitsu combines systems and services with computing and communications products and advanced microelectronics. The company reported revenues of JPY 4.6 trillion (USD 50 billion) for the fiscal year ended March 31, 2010.

Fujitsu Australia and New Zealand is a leading service provider of business, information technology and communications solutions. As the third largest ICT company in the Australian and New Zealand marketplace, Fujitsu partners with customers to consult, design, build, operate and support business solutions.

The organization is certified the ISO/IEC 20000 Information technology, ISO 27001 Information security and ISO 14001 Environmental management system standards.

ISO action plan proposes standards to combat oil spill disasters

ref1442_x180ISO has developed an action plan on International Standards that could help the oil and gas industry prevent or mitigate disasters like the Deepwater Horizon oil spill in the Gulf of Mexico in 2010 and the Montara oil spill off the coast of Western Australia in 2009. Drawing on the lessons learned from the two disasters, the plan:

–  Provides an inventory of relevant standards that are already available

–  Proposes a programme for the development of new standards or improvement of existing ones.

The action plan covers drilling, well construction and well operations standards relevant to the Deepwater Horizon (also known as Macondo) and Montara events. It has been developed by ISO technical committee ISO/TC 67, Materials, equipment and offshore structures for petroleum, petrochemical and natural gas industries.

Neil Reeve, Chair of ISO/TC 67, comments: “As an international industry, the lessons learned from an accident in one country must be transferred globally. International Standards developed by ISO/TC 67 are one way of achieving this.”

The inventory includes 71 existing standards and related documents available from ISO or other organizations, particularly the American Petroleum Institute (API). The programme proposes 31 standards or related documents for development or update by ISO, the API, or other organizations.

The ISO/TC 67 management committee states: “In the Macondo and Montara accidents, our industry lost 11 colleagues, caused much environmental damage, and caused material, financial and reputational loss. Standards bodies such as ISO (via its ISO/TC 67), API, and others have developed and maintained standards that are intended to facilitate the defence against such accidents. In order to continue with this, it is now essential that the recommendations identified are implemented in the International Standards portfolio.”

ISO/TC 67 underlines the importance of implementing the standards: “Developing and maintaining consensus-based International Standards is only the first step. These remain only as paper and electronic documents, until implemented in or by a particular country project or user.”

Hundreds of experts from 30 countries participate in the work of ISO/TC 67, with another 30 countries as observers. Currently, the TC's portfolio comprises 150 new or updated standards. They are not only being increasingly adopted by regional or national standards bodies in North and South America, China, Europe, the Gulf States, Kazakhstan and Russia, but also increasingly referenced in national regulations.


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Russia's Premier Vladimir Putin underlines importance of ISO International Standards

isoVladimir Putin, Prime Minister of the Russian Federation, expressed the continuing support of his country for the development of ISO International Standards that contribute to trade, industry and technology.

The Russian Premier was speaking at a meeting on 15 June at the United Nations office in Geneva, Switzerland, with the ISO President for 2011-2012, Boris Aleshin; ISO Secretary-General, Rob Steele, and the President of the ISO member for the Russian Federation, (GOST R – the Federal Agency on Technical Regulating and Metrology), Grigory Elkin.

Mr Putin, who was visiting Geneva to address the annual conference of the International Labour Organization (ILO), said that ISO’s work contributed to “different sectors of the economy, industries and high-tech spheres”.


Vladimir Putin, (centre right) Prime Minister of the Russian Federation, meets the ISO President, Boris Aleshin (second from left); ISO Secretary-General, Rob Steele (centre left), and the President of the ISO member for the Russian Federation, (GOST R – the Federal Agency on Technical Regulating and Metrology), Grigory Elkin (right), and from the Bureau of the ISO Secretary-General, Beatrice Frey (left).

He pointed out that more than 500 Russian experts participated in ISO’s work and that his country intended to continue participating actively. Mr Putin said that Russia intended to increase its adoption of ISO’s work from the current 40 % to 60 %.

The Prime Minister expressed his pleasure that the current ISO President, Dr Aleshin, is Russian, adding, “I'm convinced that his experience and knowledge will play a positive role in the organization's development.”

Mr Putin pointed out that GOST R had invited ISO to hold its 2013 General Assembly in Russia, in Saint Petersburg, declaring: “I'd like to assure you that the Federal Government and the municipal authorities of Saint Petersburg will do everything to ensure that the meeting is organized and held at the highest level.”

The Russian Prime Minister also expressed support for increasing the participation in ISO of experts both from the Russian Federation and the countries of the Commonwealth of Independent States through a training programme in collaboration with ISO

Responding, the ISO Secretary-General thanked Mr Putin for his interest in ISO, which has a current membership of the national standards bodies of 162 countries.

“ISO has a current portfolio of more than 18 600 standards encompassing all spheres of life, the economy, environmental protection and the sustainable development of society,” Mr Steele said.

“We are all essentially guided by standards in our daily life. One of our standards, for instance, determines the size of a credit card. Other standards define currency codes, or standardization of freight containers for cargo shipments. This week we publish a new standard on energy efficiency – ISO 50001 – that can positively influence 60 % of the world's energy consumption.”

Mr Steele also referred to the worldwide use of ISO’s management system standards (such as ISO 9001 and ISO 14001) which help management to make the operations of their organizations more efficient and more effective. He remarked that Mr Putin was in Geneva to address the 100th International Labour Conference and within this context pointed to the launching in November 2010 of ISO 26000, which gives guidance on social responsibility, and to which the ILO had contributed.

“Standards are primarily pragmatic,” Mr Steele concluded. “If we look at the importance of International Standards at the national level we see what a tremendous influence they are exerting on economic growth and the sustainable use of natural resources.”

New Standard for Chemical Permeation Testing Approved by ASTM Personal Protective Clothing Committee

ASTM_03-06-2011_3Chemical protective clothing has been widely used to protect skin from health hazards that can be found in the workplace or during a terrorist attack. A new ASTM International standard provides directions in using a computer program, called a permeation calculator, to analyze data following a permeation test, in order to determine when chemicals have gotten inside the clothing.

The new standard, ASTM F2815, Practice for Chemical Permeation Through Protective Clothing Materials: Testing Data Analysis by Use of a Computer Program, was developed by Subcommittee F23.30 on Chemicals, part of ASTM International Committee F23 on Personal Protective Clothing and Equipment.

The computer program described in ASTM F2815 was developed at the National Personal Protective Technology Laboratory at the National Institute for Occupational Safety and Health.

“In the absence of the practice, data analyses for permeation testing of chemical protective clothing are performed in different manners, such as hand calculation or in-house developed methodologies,” says Pengfei Gao, research physical scientist, National Personal Protective Technology Laboratory, NIOSH, and an F23 member. “It was found that the differences in hand calculation of breakthrough time could be up to 25 percent or more, raising a question if a clothing item can be worn for eight hours or less than six hours before skin is harmed from hazardous chemicals.”

Gao also notes that calculations of some permeation parameters, such as standardized breakthrough time and cumulative permeation for an open-loop test, are mathematically complex and time-consuming without a computer program. “The computer program provides a user-friendly tool for the data analysis,” says Gao. “After importing a permeation data file, the program asks the user to enter required variables and information.”

Once variables are entered, the program accurately calculates all the permeation parameters related to the following:

ASTM F739, Test Method for Permeation of Liquids and Gases Through Protective Clothing Materials Under Conditions of Continuous Contact;
• ISO 6529, Protective Clothing — Protection Against Chemicals — Determination of Resistance of Protective Clothing Material to Permeation by Liquids and Gases; and
ASTM D6978, Practice for Assessment of Resistance of Medical Gloves to Permeation by Chemotherapy Drugs (if applicable).

The program performs these calculations in seconds rather than the hours required by hand calculation. Results are presented with relevant information and the permeation curve in a report file.

Gao says that industrial hygienists, researchers and college students involved in education or research in the chemical protective clothing field will be primary users of the standards.

“Protective clothing manufacturers worldwide will benefit from F2815 since they must inform customers about reliable permeation parameters of their products in a consistent manner and F2815 will allow them to do this,” says Gao. “The practice will also help diagnostic laboratories and research centers involved in chemical protective clothing testing.”

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Associations to Provide Forum for Adhesive and Sealant Stakeholders to Collaborate on Sustainability Issues and Opportunities

ASTM_03-06-2011_2The Adhesive and Sealant Council (ASC) is partnering with ASTM International (ASTM) to produce the inaugural “Adhesives and Sealants Sustainability Summit” July 26-27 at the Hyatt O’Hare in Rosemont, Ill.

The Sustainability Summit will provide an opportunity for the adhesive and sealant supply chain to discuss all aspects of sustainability as it relates to the sector.

“The trend of sustainability is no longer an emerging trend – it is an important part of the specification process for the industry, yet the market has not collaborated in order to agree on definitions, testing much less standards and measures,” notes Matthew E. Croson, president of ASC. “ASC, in partnership with ASTM and its technical Committees D14 on Adhesives and C24 on Building Seals and Sealants that support adhesives and sealants, invite all industry stakeholders to attend this first ever event, and make sure their voice is heard when it comes to how green and sustainability impacts adhesives and sealants.”

The ASC/ASTM Sustainability Summit will feature three key note speakers that will outline issues impacting the sector, followed by panels that are focused on important market sectors, including transportation, building/construction and packaging, where participants will discuss issues concerning sustainability within the respective market segments.

Keynote presentations will be made by:
•    Dr. Robert Peoples (Green Chemistry Institute)
•    Dr. Hermann Onusseit (Representing FEICA/Henkel)
•    Rik Master (USGBC Technical TAG /USG Corp.)

Panel participants will include:

Adhesives Panel Focused on Transportation:
•    George Pavlovich (Bayer Material Science)
•    Pat Rasico (Dow Chemical Co.-Automotive)
•    Rich Engler (EPA)
•    Nate Tortorella (John Deere)
•    Sandra Niks (ASTM D14 Chair) MODERATOR

Sealants Panel Focused on Building & Construction:
•    Tom O'Connor (The Smith Group)
•    James Van Schoyck (PFS Labs)
•    Michael Schmeida (Tremco)
•    Walter Cuculic (Green Your Home Consulting)
•    Ken Yarosh (Dow Corning/ASTM C24 Chairman/ASTM Board Member) MODERATOR

Adhesive Panel Focused on Packaging:
•    Steve Gailbreath (Arizona Chemical)
•    Jeff Smith (HB Fuller)
•    Deb Bhattacharjee (Dow Chemical Co.)
•    Tom Rolando (Wisdom Adhesives)
•    John Kalkowski (Packaging Digest) MODERATOR

“We look forward to working closely with the ASC team as we collaborate to begin the process of agreeing on the various aspects of sustainability that touch the adhesive and sealant sector,” notes Pat Picariello, director, Developmental Operations at ASTM International. “ASC represents the industry, and ASTM represents the process for discussion; working together we are confident that the industry will begin the necessary conversations it needs in order to agree on what sustainability means to the marketplace.”

ASC and ASTM invite all industry stakeholders to attend the meeting, share their thoughts on how sustainability impacts the industry. For information, including the full agenda and registration fees, click here.

The Adhesive and Sealant Council (ASC) is a North American trade association dedicated to representing the adhesive and sealant industry. The Council is comprised of 114 adhesive and sealant manufacturers, raw material and equipment suppliers, distributors and industry consultants, representing more than 75% of the U.S. industry with operations around the world. Offering education, legislative advocacy, professional networking and business growth solutions for its members, the ASC is the center of knowledge and catalyst for industry growth on a global basis for manufacturers, suppliers and end-users. For more information about ASC, visit www.ascouncil.org.

ASTM International is one of the largest international standards development and delivery systems in the world.  ASTM International meets the World Trade Organization (WTO) principles for the development of international standards: coherence, consensus, development dimension, effectiveness, impartiality, openness, relevance and transparency. ASTM standards are accepted and used in research and development, product testing, quality systems and commercial transactions.


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