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

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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

In Jordan’s highly competitive ICT and internet services sector, maintaining international certifications is no longer only about compliance. Enterprise clients, telecom partners, financial institutions, and government organizations increasingly expect service providers to demonstrate mature cybersecurity controls, reliable service delivery, and continual operational improvement. For companies managing critical digital infrastructure, dual ISO recertification provides assurance that systems remain effective even as technology, cyber threats, and customer expectations continue evolving.

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.

GMP by Popularcert helps organizations ensure consistent product quality, safety, and regulatory compliance in manufacturing.

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
Evaluate leadership involvement, risk governance, and cross-functional coordination supporting long-term operational resilience.

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.”

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.

The audit followed a risk-based approach focusing on operational effectiveness rather than documentation alone. Auditors evaluated how policies were implemented in daily activities, how teams responded to incidents, how risks were escalated, and whether continual improvement actions were effectively tracked and closed across departments.

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Management System Strengths Observed During the Audit

Strong cross-department coordination between operational and security teams.
Consistent management participation during audit discussions and review sessions.
Evidence of continual improvement through corrective action tracking and process refinement.
Clear communication of responsibilities across technical and non-technical departments.
Positive employee awareness regarding security, escalation procedures, and operational accountability.

Key Findings and Observations:

The audit identified no major non-conformities, indicating strong operational maturity and continual 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.

Need ISO Certification Support in Jordan?

For ICT organizations operating in high-risk digital environments, ISO recertification is not simply an administrative exercise. It is an opportunity to validate operational maturity, reinforce cybersecurity governance, improve service consistency, and demonstrate long-term reliability to customers and regulators.
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.

Contact us for:

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Internal auditor training
Full-cycle certification support
ITSM and ISMS consulting services

Serving clients across Jordan, MENA, and beyond.

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