Novell’s European Support Center, the nexus of Novell’s technical support operations for Europe, the Middle East and Africa, has just achieved certification under the prestigious Service Capability & Performance (SCP) Support and Field standards. This means Novell’s European Support Center joins its U.S. and Indian support centers in gaining SCP certification. Achieving certification under the SCP Standards requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements essential to delivering top quality service and support. SCP Standards measure factors such as corporate commitment and strategy, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the service and support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.
The SCP standards are designed to improve the quality and effectiveness of support, field service and professional service operations. A consortium of leading technology companies, along with Service Strategies Corporation, created the internationally recognized standards, which define best practices quantify performance levels, and establish a foundation to continuously improve business processes. Novell has worked hard over the last several years to globalize its support processes and render more consistent the customer experience around the world. One of the key advanced this year has been to integrate business process documentation into a single, global document repository. Processes that differed across geographies have been aligned to the extent possible, supporting an increasingly consistent look and feel for customers across Novell’s worldwide support centers.
This latest certification for Novell’s support capabilities gives customers further confidence that, wherever they operate globally, they will get the technical support they need to ensure they’re maximizing the value of their Novell investments. This is particularly important in the Linux arena, where services like technical support are key differentiators between competing distributions.