Service management policy

1. Introduction

MERCANZA, S.L.U. (hereinafter, Mercanza) is a Spanish company dedicated to the design and implementation of technological solutions for business management. These solutions are aimed at providing greater Business Intelligence, a substantial improvement in Business Management and an increase in the Productivity of resources with a set of value-added services aimed at providing greater value to the technological resources of organisations.

2. Scope

These Service Management System (hereinafter, SMS) policies are applied in conjunction with those already existing in the Mercanza IMS, being mandatory for all personnel who, on a permanent or temporary basis, provide their services in relation to it.

3. Content

The quality of services is a strategic objective for Mercanza, and the information related to them constitutes a fundamental asset for decision-making. For this reason the Management declares its express commitment to the continuous improvement of its SMS as a pillar of a strategy aimed at process improvement and the consolidation of a culture based on quality through the definition of this policy document.

The scope of the Management System is as follows:

‘Hosting and Technical Assistance-Customer professional services’.

Leadership and Management Commitment

Mercanza’s Management is committed to facilitate and provide the necessary resources for the establishment, implementation, maintenance and improvement of its SMS as an integral part of its IMS, as well as to demonstrate leadership and commitment through the constitution of the IMS Committee.

Service quality objectives

Service quality objectives will be established at relevant functions and levels, focused on improvement and using the following principles as a basis:

Provide Quality IT services.
Align business processes and IT services.
Comply with all applicable legal, regulatory, statutory and contractual requirements.
Reduce the risks associated with IT services.
Provide services with the resources and means necessary for their development with the required quality levels.
Determine the training needs and establish a plan to cover these needs, providing it with the appropriate human, material and budgetary resources.
Monitor the services to guarantee their quality.
Implement the cycle of continuous improvement in the SMS to guarantee the quality levels offered and increase its efficiency.
Periodically review the SMS to check its effectiveness and efficiency.