Service Managment Policy
Service
Managment
Policy
“Tahaluf is committed to delivering on-time, reliable, and efficient IT services to customers and internal stakeholders.”

01

Policy Statement

  • Tahaluf is committed to delivering on-time, reliable, and efficient IT services to customers and internal stakeholders.
  • Tahaluf aims to act as a proactive, value-adding partner to existing and future customers.

TAHALUF AL EMARAT

02

Vision

To become an IT services organization that is highly valued by:
  • Customers.
  • Employees.
  • Vendors.
  • Other stakeholders.

OUR COMMITMENT

03

Mission

  • Engage best-in-class resources and vendors to deliver IT services to existing customers, future customers, and internal departments.
  • Enhance service delivery capability by building high-performance teams and adopting cutting-edge technologies.

TARGET 0.0%

  • Service Management Objectives
  • Meet and exceed customer satisfaction and service level expectations.
  • Ensure an effective and efficient Service Management System.
  • Continually improve the Service Management System.
  • Ensure service continuity in line with customer and internal stakeholder expectations.
  • Compliance & Standards
  • Comply with all applicable territorial statutory, legal, and regulatory requirements.
  • Implement industry best practices aligned with ISO/IEC 20000-1.
  • Ensure service management system compliance throughout implementation and operation.
  • Regulatory Alignment
  • Compliance Obligations

Territorial & Legal Requirements

Comply with all applicable territorial statutory, legal, and regulatory requirements.

ISO/IEC 20000-1 Alignment

Implement industry best practices aligned with ISO/IEC 20000-1.

Continual Improvement Commitment

Enhance service quality through:
  • Monitor service performance and effectiveness
  • Identify improvement opportunities across processes
  • Enhance service quality through structured continual improvement initiatives
  • Performance Monitoring & Improvement
  • Quality of Services
  • Ensure on-time, on-budget, and defect-free delivery.
  • Ensure on-time, on-budget, and defect-free delivery.
  • Achieve consistently high customer satisfaction.
  • Identify and implement best-in-class technology solutions for current and future client needs.
  • Service Delivery Enhancement
  • Building high-performance teams.
  • Establishing state-of-the-art infrastructure and work environments.
  • Adopting cutting-edge technologies.
  • Implementing best-in-class service delivery processes.
  • Service Management System
  • Ensure an effective and efficient Service Management System.
  • Ensure service continuity in line with customer and internal stakeholder expectations.
  • Exceed expectations of customers and internal stakeholders.

Communication & Availability

Communicate this policy to all employees. Make the policy available to interested parties upon request.
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