Business Alignment

The provision of services shall be aligned to customer and user needs.

Process Approach

To effectively manage services and underlying components, an SMS framework process-based approach for service management shall be adopted.

Continual Improvement

Service management processes shall be continually improved.

Training & Awareness

Through training and awareness measures, it shall be ensured that staff involved in service management activities can perform effectively according to their assigned roles.


Top management is committed to this policy implementation. It provides optimized criteria for the resources capacity requirement at the level where Value of Money (VoM) can be achieved.

Legal Adherence

Top management and services management implementation team shall ensure that all applicable legal requirements shall be abide by the organization.