Source: Freepik
Whether you have questions, problems or concerns about the IT services of the IT Center – the IT-ServiceDesk of the Service & Communication department is always there to help and advise you. For us, quality means that you can rely on us at all times – for fast, friendly and reliable help. That’s why we have our work regularly reviewed by independent bodies as part of audits and are certified in accordance with the international standard DIN EN ISO 9001:2015. This ensures that our processes meet the highest standards – now and in the future.
What Is an Audit – And How Does It Benefit Us All?
An audit is a structured and independent review of our work processes carried out by external auditors. Our processes are scrutinised in detail: How do support requests work? Are responsibilities clearly defined? Are there transparent and comprehensible processes? Is quality systematically monitored and continuously improved?
This comprehensive audit is not a one-off event, but part of an ongoing quality process. The auditor not only assesses whether we fulfil the requirements of DIN EN ISO 9001:2015, but also provides valuable suggestions on how we can become even better.
For us as the IT-ServiceDesk, this means that we regularly receive external feedback that helps us to further develop our services in a targeted manner. For you as a user, this means that you can rest assured that our customer service not only works, but is constantly being improved – in the spirit of reliable, customer-centred IT support.
Quality With a History – Our Path to Iso Certification
Our journey began in 2016: our IT-ServiceDesk was one of the first organisations at a technical university in Germany to be certified in accordance with the international standard DIN EN ISO 9001:2015. Since then, quality management has not only formed the basis of our daily work but has also provided us with guidance. In 2019, the scope of certification was expanded: in addition to support, our marketing and event management activities were also included. As a result, all of the department’s processes – from the initial enquiry to specific support and external presentation – are now fully ISO-certified.
We were also successfully re-certified again in 2022. Since then, we have not only strengthened existing processes, but have also continued to develop – in line with our active understanding of quality.
Achieved – But Far from the Finish Line
We are delighted to announce that we have also successfully passed the re-certification process as part of a three-day audit for the year 2025. The entire team in the Service & Communication department is proud of this result – it confirms our commitment to reliable, high-quality IT support.
But this is no reason for us to rest on our laurels – on the contrary: the successful recertification encourages us to continue improving our customer service for you. We are taking the feedback and recommendations from the audit as an opportunity to work even more specifically on our processes so that you can continue to count on fast, reliable and transparent support in the future. Step by step, we want to organise our service so that it is even closer to your needs – practical, committed and with a clear quality standard.
Real quality is the result of dialogue – which is why we are always happy to receive your feedback, suggestions and requests. They help us to customise our IT services even better for you and to continue to grow together.
Responsible for the content of this article are Ingo Hengstebeck and Maike Lennartz.
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