Telesom is committed to delivering reliable, secure, and high-quality IT services that support its mobile financial services and related IT operations. This policy provides the framework for establishing, implementing, maintaining, and continually improving the Service Management System (SMS) in line with the requirements of ISO/IEC 20000-1.
The SMS operates in coordination with other management systems, particularly the Information Security Management System (ISMS) aligned with ISO/IEC 27001, to ensure that IT services are not only efficient and customer-focused but also resilient against information security threats. Together, these systems enable Telesom to deliver services that are trusted, compliant, and sustainable.
This policy applies to:
- All IT services involved in the provision, support, and management of IT and telecommunications services by Telesom Group’s Technology Division, covering internal support functions and external customer-facing services including Mobile Money, Billing, Data, Online Charging System (OCS), Internet Service provision, Enterprise Solutions, and related Network Operations.
- Internal stakeholders, including all staff involved in planning, delivering, supporting, or managing IT services.
- External stakeholders, including customers, suppliers, contractors, consultants, and third-party service providers engaged in the delivery or support of IT services.
- Supporting functions within Telesom that interact with or rely upon IT services, such as business operations, compliance, and customer care.
To accomplish this commitment, Telesom Top Management shall, therefore:
- Align IT Service Delivery with Business Needs: Ensure that IT services are designed, delivered, and improved in alignment with Telesom’s business objectives, customer requirements, and regulatory obligations.
- Service Quality and Reliability: Maintain high availability, performance, and reliability of critical IT services to support customer trust in mobile financial services.
- Risk Management and Compliance: Manage risks to IT services and ensure compliance with applicable legal, regulatory, and contractual requirements.
- Customer and Stakeholder Focus: Monitor and improve customer satisfaction through effective service delivery and business relationship management.
- Continual Improvement: Continually improve the effectiveness, efficiency, and maturity of the SMS through monitoring, measurement, audits, reviews, and feedback.
- Competence and Knowledge: Ensure staff involved in IT service management are competent, trained, and empowered to perform their roles effectively. Capture, share, and maintain knowledge to support service excellence and innovation.
- Supplier and Partner Management: Ensure that suppliers and third parties supporting IT services are managed effectively and deliver in accordance with agreed service levels.
- Information Security: Safeguard the confidentiality, integrity, and availability of information and IT services by implementing appropriate technical, organizational, and procedural controls. This commitment is supported by Telesom’s Information Security Management System (ISMS), aligned with ISO/IEC 27001.