Case Study: Dual ISO Recertification Audit for Integrated Corporate Solutions (Jordan)

Client Overview:

Client Industry: Internet Services & ICT Solutions
Standards Audited: ISO 20000-1:2018 (IT Service Management) and ISO 27001:2022 (Information Security Management)
Location: Amman, Jordan
Audit Type: Recertification Audit
Conducted by: Certification Body | Popularcert
Audit Dates: 29–30 April 2023

About the Client:

Integrated Corporate Solutions, a technology leader based in Amman, Jordan, provides advanced internet services, ICT infrastructure, hosting, and managed network solutions. With a strong reputation in the Jordanian market, the company supports both corporate and individual clients with a wide range of services including cloud platforms, cybersecurity, and telecom-grade infrastructure.

As part of its long-term commitment to quality and security, the company pursued recertification for two internationally recognized standards:

These recertifications aimed to reaffirm their service excellence, risk management, and operational maturity.

Project Objective:

The objective of this project was to perform a dual recertification audit to:

Assess ongoing compliance with ISO 20000-1 and ISO 27001 standards.
Review the effectiveness of the integrated management system.
Identify strengths and potential improvements across technical, operational, and security processes.
Provide recommendations on recertification status.

Audit Scope and Approach:

Scope Statement:

“Providing, supplying, installing, operating, maintaining & managing of internet and related services, communication solutions, security, optimization, hosting, multimedia messaging, and integrated technical solutions.”

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The audit was conducted in accordance with ISO 19011:2018 guidelines and reviewed multiple departments, including:

HR & Recruitment
Procurement
IT Security
Sales
Software Development
Customer Care
NOC (Network Operations Center)
Platform Team
Datacentre Operations

Auditor interviews, document reviews, walkthroughs of physical sites, and system verifications were carried out over two days.

Key Findings and Observations:

The audit identified no major non-conformities, indicating strong system compliance. Numerous good practices (GP) were documented, with some areas highlighted for potential improvement (PI).

HR & Recruitment

Roles and responsibilities clearly defined and communicated.
Background checks and NDAs in place.
Security awareness training conducted regularly.
Offboarding and asset recovery procedures established.

Procurement

ERP-based purchase management and vendor approvals in place.
Warranties maintained for equipment.
SOPs evidenced for procurement workflows.
Note: Inventory management transitioning from Excel to cloud-based system (CM).

IT Security

In-house ISMS training and regular risk assessments.
VAPT (Vulnerability Assessment & Penetration Testing) handled internally.
Segregated networks and SIEM analysis in place.
WAF secured all web applications.

Sales & Customer Engagement

SLAs clearly maintained and communicated.
Client data securely managed in ERP.
Regular client feedback and courtesy visits recorded.

Software Development

Documented PDLC using reliable technologies (PHP, .NET).
Manual testing performed; test cases maintained via logs.
High-level and low-level designs documented.

Customer Care

Ticketing and escalation procedures documented.
CSAT (Customer Satisfaction) reports generated.
Abandoned call monitoring and client updates tracked.

Network Operations Centre (NOC)

Tickets and media backup procedures in place.
Training provided on the job.
Planned outages communicated to customers in advance.

Platform & Datacenter Teams

SLAs and SOPs updated annually.
Robust physical and digital security in the datacentre.
Fire barriers, redundant systems, and video surveillance installed.
Improvement Suggested: Enhance formal policy on secure data destruction.

Recommendations:

Although the overall system was strong, the following points were suggested for further strengthening:

Finalize transition to cloud-based inventory and asset tracking.
Improve data destruction policy to meet international best practices.

These were classified as Potential Improvements (PI) or Comments (CM) and should be addressed before the next surveillance audit.

Outcome and Certification Status:

Based on audit results, the client was recommended for recertification for both ISO 20000-1 and ISO 27001 standards.

This successful recertification reflects:

Continued maturity in IT service delivery.
A proactive approach to cybersecurity.
Commitment to compliance and service excellence.

Business Impact:

Achieving dual ISO recertification helped the company:

Strengthen its market position in Jordan and the wider MENA region.
Gain the trust of enterprise and government clients.
Streamline service delivery, risk mitigation, and client support.
Demonstrate leadership in quality and data protection.

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Popularcert provides expert consulting and audit support for ISO 27001, ISO 20000-1, ISO 9001, and other global standards. We help you simplify compliance, implement best practices, and prepare for successful audits.

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Serving clients across Jordan, MENA, and beyond.
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Case Study: Dual ISO Recertification Audit for Integrated Corporate Solutions (Jordan)

Client Overview: