ISO/IEC 20000-1:2019 Service Management System Policy

The main focus of the TS ISO/IEC 20000-1:2019 Service Management System of ARD Group Information Technologies Inc. is to effectively ensure service management by encompassing all service-related assets, including human resources, infrastructure, software, hardware, customer information, organizational information, third-party information, and financial resources.

At the same time, the Service Management System ensures service management and risk management, measures the performance of service management processes, and regulates relationships with third parties regarding matters related to this scope.

In this context, our Service Management System is based on ensuring full compliance with the TSE ISO/IEC 20000-1 standard and continuously monitoring this compliance, adapting in a timely manner to standard revisions and updates, and planning, implementing, and controlling relevant process improvement activities. It aims to accurately analyze customer requirements, ensure Information Technology and Service Management in line with defined service levels, and define and manage service levels in collaboration with customers. It includes establishing and implementing service continuity and availability objectives for processes carried out through IT infrastructure and applications, ensuring the secure and uninterrupted delivery of core and supporting services, and regularly reviewing and updating security measures. In addition, it provides for measuring the satisfaction of internal and external stakeholders receiving services, identifying areas for improvement and taking necessary actions, conducting detailed analyses of service resource requirements and costs, performing capacity planning to be prepared for future needs, and ensuring that the necessary financial investments for the acquisition and development of resources required for the services provided are made by top management. Within this framework, the effective, efficient, and optimized management of financial resources constitutes one of the fundamental elements of our Service Management System.