IT Service Management Policy

IT Service Management Policy

The LinTech Global, Inc. (LinTech) policy with regard to Service Improvement is to:
• Continually improve the effectiveness of the Service Management System and services
• Enhance current processes to bring them into line with good practice as defined within ISO/IEC 20000-1:2018 and ITIL Principles
• Achieve ISO 20000/IEC certification and maintain it on an ongoing basis
• Increase the level of proactivity (and the Customer perception of proactivity) with regard to the ongoing delivery of IT services
• Achieve an enhanced understanding of and relationship with the customers to which IT services are delivered
• Make the delivery of IT services more measurable to provide a sound basis for informed decisions
• Review Service Level metrics we collect, at least annually, to assess whether it is appropriate to change them based on collected historical data
• Obtain ideas for improvement via regular service meetings with customers and document them in a Service Improvement Plan
• Review the Service Improvement Plan at regular management meetings to prioritize and assess timescales and benefits
Ideas for service improvements may be obtained from any source including customers, suppliers, LinTech staff, risk assessments and service reports. Once identified, they will be added to the Service Management Plan and evaluated by the senior management staff responsible for Continual Service Improvement.
As part of the evaluation of proposed service improvements, the following criteria will be used:
• Cost
• Business Benefit
• Risk
• Implementation timescale
• Resource requirement
If accepted, the service improvement project will be prioritized in relation to business needs and other improvement proposals, to allow more effective planning.