IT Service Management Policy
Central Securities Depository of Türkiye (also known as MKK) has established the IT Services Management System with reference to the ISO 20000-1:2018 IT Services Management Standard in order to deliver the IT services at a determined level and quality for the requirements of internal and external customers and ensure the compliance of its activities with the relevant legislation.
MKK is aimed to keep customer satisfaction at the most desired level by continuously improving the services provided within the framework of the IT Service Management System of the MKK.
The main implementation principles of the MKK IT Service Management System are as follows;
- A service catalog has been established containing IT services that meet customer expectations and requirements and create added value for the customer.
- Management processes have been designed for all stages of the Service Life Cycle, and process ownership and process performance indicators have been defined. Performance measurement and reporting are carried out in the specified terms determined for the purpose of continuous improvement.
- By using the skills and competencies of the resources in the provision of the service in a most appropriate way, the necessary financial investment for the development of these resources is provided by the management.
- In order to ensure the continuity and security of the Information Technology Service Infrastructure, Information Security Management System and Business Continuity Management System have been established and are being operated.
- In order to ensure the continuity of IT systems in case of a disaster, plans are created and tested periodically.
- Capacity planning is carried out by continuously analyzing the resource needs and the cost of the services provided.
- The problems experienced in the systems are handled in accordance with the SLA (Service Level Agreements) times and necessary plans are made in order to provide uninterrupted service.
- Root causes of recurring incidents are identified within the framework of Problem Management and permanent solutions are offered.
- Changes to be conducted regarding the system and softwares are planned and carried out by performing impact analysis.
- Risk assessment related to the services is conducted and necessary risk response strategies are implemented.
- The service levels agreed with the customers are reported and reviewed regularly.
- The services provided by the suppliers are defined, measured and monitored by the contracts to ensure compliance with the service levels agreed with the customers.
- The Service Management System is overseen by internal and external audits, and corrective and preventive actions are taken.
- The customer satisfaction is improved by getting customer feedback, and continuous improvement is carried out through corrective activities.
