IT Service Management Policy

1.    Service requirements

A clear definition of service requirements is agreed and maintained with IT Services customers so that all IT service management activities are focused on meeting these requirements. Statutory, regulatory and contractual requirements are also documented and fed into the planning process.

It is a fundamental principle of Sphere IT service management quality that the provision of IT services is driven by business needs and this is regularly communicated to all employees through team meetings and briefing documents.

2.    Leadership and commitment

The commitment to delivering quality IT services extends to the upper levels of the organization and will be demonstrated through this Service Management Policy and the provision of adequate resources to provide and develop IT services applied to IT Technology Consulting and Support. Information, in line with legal requirements and requirements of regulatory bodies in accordance with the business, promoting continuous improvement in your IT Service Management System.

Senior management also ensures that a systematic review of program performance is performed regularly to ensure that quality objectives are met and quality issues are identified through the audit program and management processes.

This policy is regularly reviewed and reviewed by senior management to identify any deficiencies and ensure ongoing alignment with business needs and customer priorities.

3.    Service management objectives

An annual cycle is used to define service management objectives. These objectives are based on a clear understanding of business requirements.

4.    Continuous Improvement

The main high-level objectives of the continuous improvement guideline are:

• Continuously improve the effectiveness of the quality and service management system
• Continually improve IT services
• Improve current processes to align them with the best practices defined in ISO/IEC 20000, ITIL and ISO 9001
• Obtain ISO/IEC 20,000 and ISO 9,001 certification and continually maintain them

Version: August, 2023