Our Service Management System Policy

Yurtiçi Kargo aims to increase Customer Satisfaction by providing Constant improvement toward business necessities and technological changes in all services which are presented by Information Technologies department to Yurtiçi Kargo to Service Level agreements, in compliance with Law and Standards and assessment and reporting.

For this purpose;

All services that are included in Yurtiçi Kargo Information Technologies Management Service Catalogue are;

Conducted in compliance with the ISO 20000 Service Management System processes.
Abilities and sources are utilized optimally for presenting the right service for Yurtiçi Kargo and it’s partners demands.
Sources that are sufficient enough for performing the service are provided.
Issues in performed services are corresponded by Service Desk and recorded.
Whole event, version and alteration records are kept in help desk.
Information Security requirements for all Services are provided in accordance with the Information Security Policies.
SLA’s of provided services are coherent with the defined SLA times in Yurtiçi Kargo Service catalogue.
Providing the monitoring and updating depending on related processes of version and security patches etc. of all softwares, hardwares and data communications equipments that are used in Version Management Process, allows using the right versions in units and customers. Batch updates are managed.
Pleasant relations between service provider and customer are established and retained based on the Bussiness Relations Management Process and Customers and understanding their works.
Owners in processes of service management system are defined.
Performance indicators of all periods are defined and monitored.
System capacities are monitored in accordance with the defined criteria, actions are taken if needed.
Course of proceeding is monitored with the internal and external inspections, corrective and preventive actions are taken.
Acquired services from suppliers are evaluated, actions are taken if needed.
Customer satisfaction surveys are implemented. Corrective actions are taken in line with the results and customer complaints.
Awareness training are implemented to employees and third parties regarding the new and changing works and processes.