Information Technologies Service Management System Policy

Beyçelik Gestamp aims to increase Customer Satisfaction by ensuring that all services provided by the Information Technologies department to Beyçelik Holding and its Subsidiaries are provided, measured, and reported in accordance with Service Level Agreements, Laws, and Standards, and can be continuously improved in line with technological changes and business requirements.

Beyçelik Gestamp implements the directives and policies listed below in the services provided and ensures the effectiveness of BTHYS and services by guaranteeing service management with the IT Service Management System established in accordance with the requirements of the IT Service Management System (BTHYS) standard and our existing processes:

To use know-how and resources in the most appropriate way for the provision of the right service to meet the needs of Beyçelik Gestamp and its subsidiaries and to provide resources with the competence to provide the service,
To ensure the continuity of our management system supported by the Senior Management in compliance with the requirements of the IT Service Management System standard and our current processes,
To ensure that all relevant legal and other requirements and contractual arrangements are complied with in the services provided to meet the needs and expectations of its customers,
To develop and offer services in line with customer expectations and to support the continuous improvement of these services,
Ensure IT Service Delivery that fulfills and aims to exceed customer expectations.
To meet and record the problems in the services provided by the Service Desk.
To align the SLAs of the services offered with the SLA periods defined for the services in the Beyçelik Gestamp Service catalog.
Monitoring all software, hardware, and data communication equipment used with the Version Management Process, including versions and security patches, etc., and ensuring that they are updated depending on the related processes, and using the correct versions in units and customers.
Establish and maintain good relationships between service provider and customer based on understanding customers and their business through the Business Relationship Management Process.
Monitoring system capacities according to specified criteria and taking measures when necessary.
Controlling the functioning of processes through internal and external audits and taking corrective and preventive actions.
Providing awareness trainings to employees and third parties on new and changing businesses and processes,

We determine our goals for the development of IT Service Management, identify the processes required to achieve these goals, continuously monitor their outputs and performances, and carry out improvement activities to achieve our goals. We regularly monitor the realization of our targets to ensure the continuity and improvement of IT Service Management.