Service Management Policy
1. PURPOSE
The purpose of this policy is to ensure that the CDN and related information technology services Medianova provides to its customers are managed consistently, measurably, at agreed service levels and with a continual improvement approach (ISO/IEC 20000-1:2018).
2. SCOPE
All services, processes, employees, internal groups and suppliers within the scope of the Service Management System.
3. POLICY PRINCIPLES
- Services are planned, delivered and monitored in line with agreed service levels (SLAs) and objectives.
- Service management objectives are set, measured and regularly reviewed.
- Incident, service request, problem, change, release, capacity, availability and service continuity processes are defined and controlled.
- The service catalogue is kept up to date; services, their dependencies and configuration items are recorded.
- Suppliers and internal groups are managed and evaluated against objectives.
- Information security, business continuity and personal data protection are integrated with service management.
- The system is continually improved through measurement, internal audit and management review; legal and contractual obligations are complied with.
4. RESPONSIBILITY
The Integrated Management Representative is responsible for implementing this policy; all employees, internal groups and suppliers involved in service management are responsible for complying with it.
5. COMMUNICATION AND ACCESS
This policy is documented, communicated to all employees and made available to interested parties as appropriate.
FOUNDER & CEO
