Service Management Policy

This policy defines how the Service Management System (SMS) as prescribed by the international standard for IT service management, ISO/IEC 20000-1, will be planned, established, implemented, operated, monitored, reviewed, maintained and improved within Vatebra. Furthermore, this policy is firmly backed by the top management of Vatebra, who is absolutely committed to the delivery of quality services by the provision of strategic leadership, resources and the systematic review of its performance.

Vatebra’s service management policy is outlined as follows:

•          A clear definition of the service requirements shall be agreed and maintained with all customers of Vatebra so that all service management activities are focused on the fulfilment of these requirements.

•          A duly appointed service manager shall be responsible for the overall management, performance and improvement of the service management processes.

•          On an annual basis, clear service management objectives shall be set based upon Vatebra’s business requirements as informed by service management reviews with its customers.

•          Adequate controls including but not limited to service level contracts and performance reviews shall be utilized to control and govern service management processes operated by third parties.

•          Roles, responsibilities and authorities shall be defined and appointed to manage all aspects of the SMS, with the appropriate skills and competence to do so.

•          The effectiveness of the SMS and services shall be continually improved upon by enhancing the current processes to bring them in line with best practices as defined within ISO/IEC 20000-1 and ITIL.

•          The achievement and continued maintenance of the ISO/IEC 20000-1 certification.

•          A risk management strategy and process shall be used to identify and treat risks that might impact the SMS.

•          Vatebra shall ensure that all staff involved in service management are competent on the basis of appropriate education, training, skills and experience.

•          Regular internal and external audits shall be performed to validate the continued conformity to all SMS policies and procedures, legal and regulatory requirements, as well as the requirements of the ISO/IEC 20000-1 international standard.

•          All service management policies, procedures and plans that form part of the SMS must be documented and controlled