IT Service Management Policy

One of CCGI’s core services is the provision of IT Managed Services to the customer that can be performed at our own premises or directly at client locations.

The managed services provided to our customers are delivered with the commitment to fulfilling service requirements and against the following objectives:

• Align the services to the customer’s business objectives;
• Provide the governance and framework to assure the quality of service;
• Build relationships with customers (internal and external);
• Develop a proactive strategy and roadmap with customers;
• Manage the costs for Service Delivery (P&L Accountability);
• Identify new business improvement opportunities for evaluation;
• Measure the quality of service (SLA) and process performance;
• Manage all changes in processes and procedures;
• Initiate service improvements to address issues relating to:

– Efficiency: do it right the first time

– Effectiveness: meet customer requirements

– Economy: provide value for money

• Ensure roles and responsibilities for the service management processes are defined and documented in a consistent manner, and personnel performance is measured against the achievement of those responsibilities.

In order to fulfil these objectives, and to provide the level of control and traceability necessary to demonstrate compliance with recognized processes, it is the policy of the organization to maintain an efficient and effective IT Service Management System (IT SMS) based upon the requirements of the ISO/IEC 20000 IT Service Management Systems Standard.