EPAFOS IT SYSTEMS S.M. S.A. defines the framework for IT service management through this policy in accordance with the ISO/IEC 20000-1:2018 standard, ensuring the provision of high-quality IT services, customer satisfaction, and continuous process improvement.
The company's management is committed to:
- Ensuring that the service management policy and objectives align with the company's strategic direction.
- Creating, implementing, and maintaining the service management plan to support the policy and service management objectives.
- Assigning appropriate levels of authority for decision-making related to the Service Management System (SMS) and services.
- Defining value for the company and its customers.
- Monitoring third parties involved in the service lifecycle.
- Integrating SMS requirements into the company's business processes.
- Allocating the necessary resources for SMS and services.
- Communicating the importance of effective service management, goal achievement, and compliance with SMS requirements.
- Ensuring that the SMS achieves the expected results.
- Supporting and guiding individuals to contribute to the effectiveness of SMS and services.
- Promoting the continuous improvement of SMS and services through regular reviews.
- Supporting relevant management roles to demonstrate leadership in their areas of responsibility.
Based on the above, the company sets the following key objectives:
- Providing reliable, secure, and efficient IT services.
- Ensuring a high level of customer satisfaction.
- Continuously evaluating and improving IT services through performance indicators (KPIs).
- Complying with contractual obligations and Service Level Agreements (SLAs).
- Effectively managing incidents and problems.
ISO 20000-1 Certification