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Qatar Post IT – Information Technology SMS Policy

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This Policy acknowledges the framework for setting service management objectives that has been provided. All applicable requirements of the Service Management System (SMS) shall be complied with as a matter of commitment by the Organization.

Policies

  • 1. Service Management must comprise of Service Planning, Service Monitoring and Service Closure activities.
  • 2. For Service Planning, there must be clear management direction and documented responsibilities for reviewing, authorizing, communicating, implementing and maintaining the plans.
  • 3. Roles and responsibilities must be defined for all the processes.
  • 4. The service level management must maintain the list of services being provided in one or more service catalogues.
  • 5. Each service provided is defined, agreed and documented in one or more service level agreements (SLAs).
  • 6. The full range of services to be provided together with the corresponding service level targets and workload characteristics must be agreed by the parties and recorded.
  • 7. Supplier contracts and corresponding procedures must be agreed by all relevant parties and recorded.
  • 8. The SLAs must be maintained by regular reviews by the parties to ensure that they are up-to-date and remain effective over time. This will be under the control of the change management process.
  • 9. Service levels must be monitored and reported against targets, showing both current and trend information.
  • 10. Service Management Plan must be created, reviewed and approved (baseline). It must comprise all planning activities required for implementation and delivery of service management.
  • 11. Service Monitoring must implement the service management plan, track and analyze issues and risks, and monitor stakeholder commitments including measurement and review activities.
  • 12. Improvement activities must be identified and continual improvement conducted to improve effectiveness and efficiency of service delivery and management.
  • 13. The definition of a formal Service Complaint/Ticket/Request must be agreed with the Customer.
  • 14. The reasons for non-conformance must be reported and reviewed. Actions for improvement shall be identified.

The overview of various policies and commitments is provided below:

A. Service Management Policy

  • Customer orientation (directly or indirectly), working closely with customers to provide efficient solutions.
  • Confidentiality of information and customer data secured by formal commitments in customer contracts.

B. Service Improvement Policy

  • All open change requests, corrective/preventive actions, and planned improvements are considered part of the Service Improvement Plan.

C. Service Level Management Policy

  • Define services and features.
  • Identify customer expectations.
  • Agree and record service level agreements.
  • Monitor SLA compliance.
  • Periodically review services with all parties.
  • Manage and resolve service complaints.
  • Measure customer satisfaction.

D. Service Report Management Policy

  • Ensure that reports are generated on time and information is accurate and reliable.

E. Service Continuity Management Policy

  • Manage responses to severe events or disasters impacting services.
  • Ensure full restoration of service levels as quickly as possible.
  • Achieve a basic service level prior to full restoration.

F. Service Availability Management Policy

  • Ensure and continuously improve service availability.
  • Plan implementation of availability improvement measures.
  • Monitor service availability and adjust forecasts and future improvement actions.