1 · Purpose
This policy establishes the requirements for service management policy within the CAO-600 Technology Platform Operations. It gives effect, in a single harmonised instrument, to the control objectives upon which recognised standards converge for this area.
2 · Scope
This policy applies to all information, systems, services, personnel and third parties within the scope of the management system.
3 · Policy statements
3.x · CAO-640 Policy Controls
The organisation shall establish, implement and maintain a coherent and effective approach to service management, giving effect to the organisational control objectives set out below.
3.1 · CAO-641 Incident and Request Management
The organisation shall establish, implement and maintain effective Incident and Request Management, giving effect to the organisational controls set out below.
3.1.x · CAO-641 Organisational Controls
Essential taster — a preview of the Professional depth for this high-density control area.
3.2 · CAO-642 Problem Management
The organisation shall establish, implement and maintain effective Problem Management, giving effect to the organisational controls set out below.
3.2.x · CAO-642 Organisational Controls
3.3 · CAO-643 Service Level Management
The organisation shall establish, implement and maintain effective Service Level Management, giving effect to the organisational controls set out below.
3.3.x · CAO-643 Organisational Controls
Essential taster — a preview of the Professional depth for this high-density control area.
3.4 · CAO-644 Service Operation
The organisation shall establish, implement and maintain effective Service Operation, giving effect to the organisational controls set out below.
3.4.x · CAO-644 Organisational Controls
4 · Roles & responsibilities
- Governing body — approves this policy and oversees its effectiveness.
- Executive management — allocates resources and assigns control ownership.
- Control owners — implement, operate and evidence the controls in their area.
- All personnel & third parties — comply with this policy within their role.
5 · Compliance, monitoring & review
Compliance with this policy is mandatory. This policy is reviewed at least annually, or upon significant change to the threat, regulatory or technological environment. Exceptions require documented risk acceptance by the accountable owner.