1. IT SERVICE MANAGEMENT POLICY
The Company has always shown its interest in the formalization of processes, both at a technical and management level, since its creation and has progressively incorporated good practices in Service Management with the adoption of the different aspects of the ITIL methodology.
The organization of the company as a set of services provides a vision of technology based on the needs of customers, both internal and external, and on quality and service level commitments.
This approach breaks with the usual practice of organizing IT services as independent units structured in a hierarchical manner. Therefore, its implementation can generate rejection in the organization and must be carefully planned to ensure its success.
As a first step for the correct implementation of IT Service Management in the company, an IT Service Management policy has been defined, based fundamentally on the following points:
- All activities carried out by myCloudDoor Solutions, S.L. (hereinafter myCloudDoor) for its customers must be included in the IT services defined in the scope.
- The complete list of services must be kept up to date in a service map that must be public and known by all members of the organization. It must also be available to the customers of the services that do not belong to the organization and to the suppliers that in one way or another participate in the provision of the services.
- A Service Management System (hereinafter referred to as SGS) based on ITIL practices is defined.
- It is myCloudDoor’s vocation to certify the services included in the catalog with the ISO 20000 standard as a measure to ratify their correct definition and implementation.
- There is a “SGS05 – myCD – Service Management Plan” where all the characteristics inherent to the SGS are defined. This document is public and accessible to all members of the organization.
- There is a document “SGS01 – myCD – Roles and Responsibilities”, which defines the roles and responsibilities related to the performance of IT Service Management, from the General Management to the process and service managers.
- Professionalize and align operations with the best market practices, and improve service productivity.
2. IT SERVICE MANAGEMENT POLICY
The first objective of service management in myCloudDoor is to improve the satisfaction of service users. It is understood that with the adoption of ITIL practices and the certification of these under ISO 20000, the attention to users and the provision of services will improve significantly.
A second objective is to apply the experience and knowledge to the services that myCloudDoor designs and offers to its customers. It is understood that if myCloudDoor certifies the services it offers under a regularized service catalog, it will be able to demonstrate its solvency in the technical implementation of the services and, in general, reorient its relationship with the client based on well-defined, uniform services, and with guaranteed Quality of Service commitments, orienting offers and solutions towards the provision of the service. These objectives are set out in the Service Management Plan.
The benefits obtained with the implementation of the Service Management policy are as follows:
- Align IT services to business needs.
- Improve service provisioning and customer and user service.
- To provide an added value of confidence, improving its image with respect to other companies and becoming a decision factor against the competition.
- To increase customer satisfaction with the services received from The Company.
2.1. Service Management Plan
There is a document called “SGS05 – myCD – Service Management Plan” which is revised annually. It defines the scope, objectives, requirements, processes, etc. of service management within the scope of ISO 20000 certification.
The Service Management Plan defines the following phases:
- SGS Planning: includes budget and funding allocation, assignment of roles and responsibilities, process documentation, risk identification and management, team management, equipment and budget management, progress reporting and coordination of Service Management processes.
- Monitoring and review: Includes indicator analysis, system audits and system reviews) and continuous improvement.
3. CATALOG OF SERVICES
The SGS scope services are defined in the document “SGS00 – myCD – Service Catalog and Scope”, and includes the following:
- Managed Cloud Service (Platform)
- SAP Managed Cloud Service
The following table summarizes the services under the SGS scope, indicating the processes that are included in the scope for each Service:
|Service Level Management||☑||☑||☑|
|Continuity and Availability Management||☑||☑||☑|
|Budget and Financial Management||☑||☑||☑|
|Information Security Management||☑||☑||☑|
|Business Relationship Management||☑||☑||☑|
|Incident and Service Request Management||☑||☑||☑|
The scope of application of IT Service Management, in its current definition, applies to the services provided by myCloudDoor to its customers within the Platform and SAP Basis area from Madrid, Paseo de la Castellana, 40-8ª, according to the description in the table in the previous section, as well as what is referenced in the “SGS00 – myCD – Services and Scope Catalog”.
5. SGS ROLES AND RESPONSIBILITIES
The document “SGS01 – myCD – Roles and Responsibilities” and the associated matrix show those responsible for the roles established by the SGS, as well as those to whom the tasks corresponding to their role are delegated in situations of sick leave, illness or temporary absence of those responsible.
6. SERVICE IMPROVEMENT PLAN
There is a service improvement plan document detailing the annual objectives of the Service Management System, without prejudice to the fact that each SMS process has its own specific annual objectives.
The objectives of the service improvement plan are established annually and reviewed quarterly.