Accord Group and SupportDesk ITSM Accord Group Housing Association bring order to their service management with SupportDesk ITSM and ISO 20000 Just around the corner from West Bromwich Albion Football ground, Accord Housing Association’s Head Office accommodates an industrious and progressive IT department, with the Service Desk team of 9 supporting over 100 Accord sites across the West Midlands. An interview with Information Systems Manager Ian Tinsley revealed an overarching ethos within Accord to consistently improve the service they offer to customers, with the company exhibiting an impressive list of IT service qualifications, including training all helpdesk staff to ITIL v3 level and achieving ISO 20000 Accreditation. While Ian took a quick break from the service desk, I was able to

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