Novell has just achieved certification for its field technical support capabilities under the Field Service Practices (FSP) Certification program. This is a new certification coming from a consortium of leading technology companies and Service Strategies Corp, a global leader in support certifications. Novell is a founding sponsor of this initiative and one of the leaders in defining this important industry standard. Novell is one of only three companies, including Lockheed Martin and Reynolds & Reynolds, to receive the FSP certfication to date. FSP is a parallel certification to the Support Center Practices certification, a more established certification of technical support centers shared by Novell and some 200 other world class organizations. The FSP program quantifies the effectiveness of field support, establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results. FSP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the program. Certified organizations have to demonstrate their continued commitment to high performance standards through annual re-certification audits. Novell achieved certification after an extensive audit of its North American field service operations.
FSP Certification represents best practices in the industry, and provides further confidence to Novell customers that they’re getting world class tech support when they go with Novell.