{"id":24199,"date":"2026-05-20T11:00:36","date_gmt":"2026-05-20T09:00:36","guid":{"rendered":"https:\/\/blog.rwth-aachen.de\/itc\/?p=24199"},"modified":"2026-05-18T11:32:15","modified_gmt":"2026-05-18T09:32:15","slug":"zehn-jahre-iso-zertifizierung-des-it-servicedesks","status":"publish","type":"post","link":"https:\/\/blog.rwth-aachen.de\/itc\/en\/2026\/05\/20\/zehn-jahre-iso-zertifizierung-des-it-servicedesks\/","title":{"rendered":"Ten Years of ISO Certification for the IT-ServiceDesk"},"content":{"rendered":"<div class=\"twoclick_social_bookmarks_post_24199 social_share_privacy clearfix 1.6.4 locale-en_US sprite-en_US\"><\/div><div class=\"twoclick-js\"><script type=\"text\/javascript\">\/* <![CDATA[ *\/\njQuery(document).ready(function($){if($('.twoclick_social_bookmarks_post_24199')){$('.twoclick_social_bookmarks_post_24199').socialSharePrivacy({\"txt_help\":\"Wenn Sie diese Felder durch einen Klick aktivieren, werden Informationen an Facebook, Twitter, Flattr, Xing, t3n, LinkedIn, Pinterest oder Google eventuell ins Ausland \\u00fcbertragen und unter Umst\\u00e4nden auch dort gespeichert. N\\u00e4heres erfahren Sie durch einen Klick auf das <em>i<\\\/em>.\",\"settings_perma\":\"Dauerhaft aktivieren und Daten\\u00fcber-tragung zustimmen:\",\"info_link\":\"http:\\\/\\\/www.heise.de\\\/ct\\\/artikel\\\/2-Klicks-fuer-mehr-Datenschutz-1333879.html\",\"uri\":\"https:\\\/\\\/blog.rwth-aachen.de\\\/itc\\\/en\\\/2026\\\/05\\\/20\\\/zehn-jahre-iso-zertifizierung-des-it-servicedesks\\\/\",\"post_id\":24199,\"post_title_referrer_track\":\"Ten+Years+of+ISO+Certification+for+the+IT-ServiceDesk\",\"display_infobox\":\"on\"});}});\n\/* ]]> *\/<\/script><\/div><p><div id=\"attachment_21870\" style=\"width: 310px\" class=\"wp-caption alignright\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-21870\" class=\"size-medium wp-image-21870\" src=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2025\/04\/Zertifizierung-1-300x200.png\" alt=\"Clipboard with paper on which several boxes are ticked off\" width=\"300\" height=\"200\" srcset=\"https:\/\/blog.rwth-aachen.de\/itc\/files\/2025\/04\/Zertifizierung-1-300x200.png 300w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2025\/04\/Zertifizierung-1-1024x683.png 1024w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2025\/04\/Zertifizierung-1-768x512.png 768w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2025\/04\/Zertifizierung-1-1536x1024.png 1536w, https:\/\/blog.rwth-aachen.de\/itc\/files\/2025\/04\/Zertifizierung-1-2048x1365.png 2048w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><p id=\"caption-attachment-21870\" class=\"wp-caption-text\">Source: Own illustration<\/p><\/div><\/p>\n<p>Ten years ago, the Service &amp; Communication department of the IT Center reached an important milestone: On <strong>May 23, 2016<\/strong>, the then IT-ServiceDesk received its initial certification under <strong>DIN EN ISO 9001:2015<\/strong>\u2014and has been certified without interruption ever since. The department can thus look back on a decade of continuous quality management and successful development.<\/p>\n<p><!--more--><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">The Path to Certification<\/span><\/h3>\n<p>The foundation for the subsequent certification had already been laid several years earlier. In <strong>2013 and 2014<\/strong>, the former IT-ServiceDesk reorganized itself and divided into the following core areas:<\/p>\n<ul>\n<li><strong>IT Support<\/strong><\/li>\n<li><strong>Quality Management, Communication &amp; Reporting <\/strong><\/li>\n<\/ul>\n<p>Quality management was not viewed as an additional task, but was established from the outset as a central component of daily work. Key performance indicators, structured evaluations, and a dedicated reporting system with analysis going beyond standard reports made it possible to evaluate processes in a targeted manner and continuously improve them. This made improvements more visible and easier to implement in practice. The next logical step finally followed in 2016 with successful ISO certification.<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Growth of the Department and the Service Portfolio<\/span><\/h3>\n<p>Since its initial certification, the department has continued to evolve\u2014in terms of organization, staffing, and scope. The application for initial certification listed:<\/p>\n<ul>\n<li><strong>10 permanent employees <\/strong><\/li>\n<li><strong>6 trainees <\/strong><\/li>\n<li><strong>20 student assistants.<\/strong><\/li>\n<\/ul>\n<p>In the most recent certification application from 2024, the department already comprised:<\/p>\n<ul>\n<li><strong>45 permanent employees<\/strong><\/li>\n<li><strong>2 trainees<\/strong><\/li>\n<li><strong>19 student assistants <\/strong><\/li>\n<\/ul>\n<p>At the same time, the service portfolio also grew significantly. While in 2010 only seven services were supported in first-level support, today requests for all IT services provided by the IT Center are processed. The department now serves as <strong>a single point of contact<\/strong> for inquiries regarding both its own and jointly provided (IT) services of the IT Center. Since <strong>2018<\/strong>, the certification has also covered the department\u2019s <strong>marketing<\/strong> division. As the portfolio expanded, the scope of processes, documentation requirements, and organizational complexity increased accordingly. As a result, an actively implemented quality management system became increasingly important.<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Successful Audits with No Nonconformities<\/span><\/h3>\n<p>The fact that the established processes have proven their worth was particularly evident in the regular recertification and surveillance audits. Since the initial certification, these have been consistently passed successfully and without nonconformities\u2014a result that reflects the continuous work on quality assurance and process optimization.<\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00549f;\">Looking to the Future<\/span><\/h3>\n<p>With the upcoming revision of <strong>ISO 9001:2026<\/strong>, the next step in development is already on the horizon. The Service &amp; Communication department plans to seek certification under the new version as early as possible and to further develop existing processes accordingly.<\/p>\n<p>Looking back on ten years of ISO certification clearly shows:<\/p>\n<p>Quality management has grown alongside the department and has established itself as a key component. In the future, Service &amp; Communication will continue to work on continuously improving services and service quality and meeting the demands of modern university IT.<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>Responsible for the content of this article is <a href=\"https:\/\/www.itc.rwth-aachen.de\/cms\/it-center\/it-center\/profil\/team\/~epvp\/mitarbeiter-pvz-\/?gguid=PER-PRNAV7N&amp;allou=1\">Niklas Kunstleben<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"<p>Sorry, this entry is only available in Deutsch.<\/p>\n","protected":false},"author":5003,"featured_media":21867,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"c2c_always_allow_admin_comments":false,"footnotes":""},"categories":[306,308,311,312,315],"tags":[432,120,1468],"class_list":["post-24199","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ankuendigungen","category-events-jubilaen-erfolge","category-fun-facts","category-insight-it-center","category-services-support","tag-iso","tag-it-servicedesk","tag-zertifizierung"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.8 - aioseo.com -->\n\t<meta name=\"description\" content=\"ISO-Zertifizierung: Der Beitrag blickt auf die Entwicklung von Service &amp; Kommunikation, Qualit\u00e4tsmanagement &amp; das gewachsene Serviceportfolio seit 2016 zur\u00fcck.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" 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