Service Management System Context, Requirements and Scope
3 Objectives and policies The purpose of the SMS is to ensure that [Organization Name] consistently delivers services that meet customer requirements and enhance customer satisfaction, whilst meeting business objectives. This section sets out what the major business objectives and policies are for the current financial year so that a clear relationship can be established between these and the objectives of the SMS.
3.1 Business objectives For the financial year 20xx/20yy [Organization Name] has set the following major business objectives: •
List the major business objectives – reference to business planning documentation may be made here
3.2 Business policies Policies have been set by the organization in a variety of areas and these must be taken account of during the business continuity planning process to ensure that they are met. The main relevant policies are: • • • • • • • • •
Corporate Risk Management Strategy Human Resources Policy Home Working Policy Flexible Working Policy Equality and Diversity Policy Internet Acceptable Use Policy Information Security Policy Legal Responsibilities Policy Other relevant policies
3.3 Quality objectives Based on the requirements and factors set out in this document, the following major objectives are set for quality: Define the main priorities that the SMS must address, particularly in terms of the internal and external uncertainty factors described in sections 4.3 and 4.4 of this document.
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