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Qatar Post IT – Information Technology SMS Policy

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.