IT Service Management System Policy
Garanti BBVA is responsible for ensuring that the IT services provided to customers are managed in a reliable, high-quality, and sustainable manner, and that the IT Service Management System is operated in alignment with the organization’s strategic objectives and business needs.
Within the scope of this responsibility, senior management ensures the establishment, operation, and continual improvement of the IT Service Management System; demonstrates the leadership necessary for the effective operation of the system; and provides the required resources.
In establishing and operating the IT Service Management System, Garanti BBVA takes applicable legal, regulatory, and contractual obligations and good practices as a basis and establishes and operates the system in accordance with the requirements of ISO/IEC 20000-1.
The IT Service Management System aims to ensure the effective planning, design, delivery, monitoring, and improvement of IT services throughout their lifecycle; to meet customer needs and expectations; and to continually improve service quality.
Accordingly, customer needs and expectations are taken into consideration. IT services are managed in line with defined processes and objectives, and service performance is monitored, measured, and evaluated. Risks and opportunities are assessed and necessary measures are taken to support the continuity and reliability of services. The performance of suppliers contributing to service delivery is also monitored.
The human resources, technology, and other resources required for the effective operation of the IT Service Management System are provided. Employee competencies are developed, and roles and responsibilities are clearly defined. The confidentiality, integrity, and availability of information assets are protected throughout the delivery of IT services.
The IT Service Management System is regularly reviewed and continually improved in accordance with applicable legal, regulatory, and contractual obligations, BBVA policies and standards, good practices, and the ISO/IEC 20000-1 standard.