All processes within the scope of Service Management at Vodafone Mobile Operations Limited and its subsidiaries established and/or to be established in the TRNC are managed in line with this policy, aligned with corporate strategy, business objectives and customer expectations. The following principles are adopted to cover all services, support processes and relevant business partners within the Service Management System:
- a) Proactively following technological developments in a changing world to meet evolving customer expectations and increase customer satisfaction.
- b) Ensuring sustainable service delivery supported by senior management and aligned with business objectives.
- c) Applying Service Management principles as an essential part of our corporate culture to enhance service value.
- d) Conducting awareness and incentive activities to ensure participation and compliance of all VMOL employees and business partners with management systems.
- e) Establishing a Service Management Committee to ensure effective governance of the Service Management System; making and coordinating decisions related to performance monitoring, risk assessment and strategic direction.
- f) Regularly reviewing and continuously improving the processes and activities used to operate the Service Management System.
- g) Systematically assessing risks and opportunities that may affect service continuity, reliability and service quality; providing necessary resources and enhancing employee competency.
- h) Controlling the efficiency, compliance with standards and legal regulations of the Service Management System through internal and external audits and maintaining continuous compliance.
- i) Continuously monitoring the Service Management System and its processes through SLAs, KPIs and service performance metrics, and conducting improvement activities to achieve targets.
- j) Operating the Service Management System of Vodafone Mobile Operations Limited in accordance with ISO/IEC 20000-1:2018 requirements, meeting service requirements, adopting a risk- and opportunity-based approach, setting measurable service objectives and ensuring continuous improvement.
This policy is implemented to provide digital services in a reliable, sustainable and customer oriented manner and is reviewed and updated at least once a year or in line with organizational changes.
Service Management System Policy of Vodafone Mobile Operations Limited
“Our aim, leveraging our global and local digital services, is to make our customers’ lives easier, be a trusted business partner, and lead digital transformation, becoming the most preferred operator that contributes the most to the future of the TRNC. Within this scope, we commit to providing services that exceed the expectations of internal and external customers in terms of reliability, quality and continuity. As the Leadership Team of Vodafone Mobile Operations Limited, we pledge to provide the necessary support and resources to continuously improve the services within scope.”