Service Management Policy

Insurance Information and Monitoring Center is aware of the importance and criticality of the technological services it offers, and operates and manages these services according to the ISO 20000 Service Management System standard, which is accepted worldwide, taking into account the legal requirements and stakeholder expectations.

Insurance Information and Monitoring Center Service Management System is operated to achieve the following objectives;

• Ensuring that the services undertaken by service contracts meet stakeholder expectations and ensure stakeholder satisfaction,
• Identifying, analyzing, reporting of possible gaps and / or deficiencies by guaranteeing service quality with service level agreements and determining and implementing necessary measures to correct them,
• Ensuring IT service continuity, identifying and reducing risks associated with continuity,
• Increasing the efficiency of service management and support processes by creating a formal framework for the improvement of existing and under development services,
• Efficient use of Insurance Information and Monitoring Center Service Management functions and resources, determination of Service Management responsibilities,
• Ensuring compliance of the Insurance Information and Monitoring Center with the information security management system, business continuity management system policies,
• Raising awareness, training and motivation of Insurance Information and Monitoring Center personnel about the importance of Service Management,
• Ensuring the correct and efficient distribution of IT costs to stakeholders,
• Providing service management adaptation according to changing technologies.

In order to achieve these goals, SBM operates the Service Management System by considering the following factors;

• Problem and demand notifications from service parties are recorded, categorized, prioritized, escalated to the relevant team if necessary, resolved and reopened if the service party finds the solution unsuitable.
• Service Management risks are identified, evaluated and controlled with appropriate methods.
• The resources required for effective Service Management are guaranteed to be accessible and available.
• By operating the Service Catalog Management process, it is ensured that the services offered are up-to-date, accessible and easily understandable.
• With Configuration Management, Critical Service components are recorded, and their changes are carried out in a controlled manner with the relevant processes.
• Feedback from stakeholders served is taken into account in order to improve our services and processes.
• The contributions of suppliers affecting the service delivery are guaranteed by an effective Supplier Management process.
• The capacities of human, technical, information and financial resources regarding the services provided are planned and managed in a way to meet the demands of stakeholders.
• All interventions to services and service components are carried out in a registered and controlled manner with the Change Management process. All interruptions and negative effects that may occur during interventions are avoided.
• Events and problems from stakeholders and suppliers are resolved effectively and quickly with the help of relevant processes in order to ensure compliance with the committed service levels.
• Necessary design, monitoring and control activities are carried out with the Accessibility Management process in order to ensure that the services offered are always accessible and usable.
• With the support of SBM senior management, measurement criteria of all processes in the Service Management System are determined and continuous measurement is provided. Measurement results are reported to the senior management and the results are evaluated, improvement points are determined and necessary actions are taken.
• SBM identifies, records and evaluates opportunities for continuous improvement in the Service Management System.