Purpose

KKB Kredi Kayıt Bürosu A.Ş. has prepared the Service Management Policy in order to explain the importance given by its management to Service Management and the structure and measures taken in this direction.

Scope

“Service Management Policy” covers the methods followed, the responsible persons taking roles and the assets used for the delivery of all services provided to internal and external customers.

This scope includes practices, policies, procedures, standards, all transactions and activities carried out for service delivery, all KKB employees and suppliers involved in the delivery of services, and the information technology infrastructure and corporate facilities used, which form the basis of the concept of service management and aim to ensure effective service management.

Responsible Parties

Responsibilities are clearly defined within the organization for the establishment and implementation of the Service Management system.

KKB senior management is responsible for ensuring that employees are aware of their service management responsibilities, for maintaining the service management tasks for which they are responsible, and for creating a customer-oriented structure to increase the effectiveness of service management processes. All employees of the organization are responsible for knowing and appropriately carrying out the service management activities of which they are a part.

The Service Management Committee is responsible for reviewing the effectiveness of the activities supported by senior management and carried out by employees, identifying actions for improvement, defining measures to be taken to prevent disruptions, ensuring that activities are carried out in accordance with the principles set out in policies and procedures, and ensuring that sufficient resources are allocated in the organization to ensure service management principles.

ISO 20000-1 - Information Technology Service Management Policy

KKB Senior Management is committed to maintaining a sustainable and effective Information Technology Service Management System that meets the expectations of its members, customers and stakeholders. To this end, KKB is committed to:

• Establishing, implementing, maintaining and continually improving the Information Technology Service Management System (ITSMS) in accordance with the requirements of ISO/IEC 20000-1:2018;
• Providing the human resources, infrastructure, technology and financial resources necessary to ensure the continuity and effectiveness of the ITSMS;
• Delivering services that meet the expectations of members, customers and stakeholders while complying with applicable legal, regulatory and contractual requirements;
• Continually improving service quality, availability, continuity and performance;
• Ensuring the effective management of processes related to the planning, delivery, monitoring and continual improvement of IT services;
• Promoting employee awareness and competence in Information Technology Service Management through ongoing training and development programmes;
• Regularly monitoring, measuring and evaluating service performance and implementing continual improvement initiatives based on the results obtained;

Enhancing member, customer and stakeholder satisfaction by fostering a culture of continual service improvement.