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In the News

Carrier Access, Inc. Operations Team Achieves ITIL Foundation 4 Certification, Bolstering Service Excellence

Nov. 7, 2023 - Carrier Access, Inc. (CAI), proudly announces that its operations team has successfully completed the ITIL (Information Technology Infrastructure Library) Foundation 4 certification program. This achievement reflects CA’s unwavering commitment to delivering top-tier services and service quality.

ITIL, a globally recognized framework, offers best practices for IT service management (ITSM) and helps organizations align their IT services with business needs. By earning ITIL 4 Foundation, CAI has a complete customer-centric mindset, with an emphasis on end-to-end positive customer experiences.

Kelly Scothorn, Director of Operations at CAI stated, “We are extremely proud of our entire team on achieving their ITIL 4 Foundation certifications. This accomplishment highlights our dedication to delivering exceptional service and continuously improving our service delivery processes. By aligning our practices with ITIL’s global standards, we are well-prepared to provide our clients with the highest level of service.”

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Key highlights of the ITIL 4 Foundation certification achievement include:

  • Improved Service Quality: CAI is better equipped to plan, deliver, and support IT services that align with client’s strategic goals.

  • Increased Efficiency: ITIL certification equips team members with the tools to identify and eliminate inefficiencies in IT processes, reducing downtime and operational costs.

  • Clear Communication and Expectations: ITIL emphasizes communication and transparency; as one of CAI’s core values, CAI is better equipped to keep clients informed about service changes, improvements, and potential disruptions.

“For the past 4 years, our net promoter score (NPS) has been above 80. All employees are compensated based on the results of our semi-annual NPS; it’s a company-wide initiative to focus on delivering exceptional service to our clients,” said Shane Stark, COO at CAI.

CAI’s commitment to excellence has been a driving force in achieving this certification. By investing in the professional development of its entire operations team, CAI is better positioned to meet the evolving needs of its clients and maintain its reputation as an industry leader.

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