1. Purpose

The Service Management Policy has been established to define Architecht’s service lifecycle, fundamental standards of service management, roles and responsibilities, and to ensure compliance with ISO 20000-1 standards.

2. Scope

It covers the policies regarding all services provided to external customers within Architecht.

3. Service Management Lifecycle

The Service Management Lifecycle consists of the following stages:

• Service Strategy: Aligning services with the organization’s strategic objectives and deciding which services will be offered. This evaluation is carried out in the Product and Service Strategy Committee.

• Service Design: The stage where the services are designed.

• Service Transition: The stage where the designed services begin to be delivered.

• Service Operation: Managing the daily operations of the service. This process covers not only the operation but also the following steps:

  • Presales: Understanding customer needs, identifying suitable solutions, and conducting pre-consulting activities.

  • Proposal Management: Preparing and approving the proposal that clearly presents the scope, price, and conditions of the service.

  • Sales: Presenting the proposal to the customer, clarifying contract terms, closing the sale, and receiving the order.

  • Aftersales: Ensuring customer satisfaction after service delivery, handling support requests, and managing additional requests.

  • Collection Lifecycle: Carrying out invoicing, payment tracking, delay management, reconciliation, and reporting in relation to the service. Details are set out in the Collections Implementation Principles document.

• Continual Service Improvement: The process of continuously reviewing and improving services.

• Service Retirement: The controlled removal of unused or non-value-added services.

These stages follow each other in a continuous cycle to improve service quality and achieve organizational strategic goals.

4. Service Standards

• All our services are designed in line with strategic objectives and to meet customer needs and expectations, with continuous improvement processes applied.

• All service processes are structured by prioritizing customer satisfaction.

• Issues or requests related to services are addressed quickly and effectively.

• Security measures are taken to protect our customers’ data, ensuring compliance with standards regarding confidentiality and integrity.

• Business continuity is ensured through infrastructure and backup plans.

• The service catalog and website content are reviewed every two months.

• The standards defined within the Service Management Policy and the Product Management Policy are applied together as complementary requirements.