Information Technologies Service Management Policy

• Increasing the proactive approach during the delivery of IT services

• Understanding the business units where IT services are offered and increasing relationships with business units

• Reviewing the service level criteria, changing the criteria if necessary based on customer notifications and collected data

• Organizing regular service meetings with customers, collecting ideas for improvement from these meetings

• Improving continuously the effectiveness of the service management system

• Enriching existing processes and aligning them with the processes specified in the ISO/IEC 20000-1 standard

• Fulfilling the relevant legal requirements and contractual obligations