IT Policies and Procedures

Policy \Procedure Reference Code Document Name Version Domain Approved by Review Date ITIL Service Component

Policy E1000 – GBS – PY004 Information Security Policy 2.0 Information Security Board of Directors 20/11/2013 Service Design
Policy E1000 – GBS – PY001 Media Handling Policy 1.0 Information Security Not yet approved 20/05/2013 Service Design
Procedure E3QM1 – GHQ – PR 001–FR005 End User’s Information Security 1.0 Information Security Not yet approved 7/11/2017 Service Design
Procedure E3QM1 – GHQ – PR 001–FR005 Availability Management 1.0 IT Service Management Not yet approved 15/12/2015 Service Design
Procedure E3QM1 – GHQ – PR 001–FR005 Information Security & Monitoring Assessment 1.0 Information Security Not yet approved 5/1/2016 Service Design
Procedure E3QM1 – GHQ – PR 001–FR005 Information Security Awareness 2.0 Information Security Not yet approved 5/1/2016 Service Design
Procedure E2000-GBS-PY004-BIT-PR012 Information Security Risk Management 1.0 Information Security Not yet approved 7/12/2015 Service Design
Procedure E2000-GBS-PY004-BIT-PR010 ISMS Management Review 1.0 Information Security Not yet approved NA Service Design
Procedure E2000-GBS-PY004-BIT-PR002 IT Asset Physical Security 1.0 Information Security CEO 23/12/2014 Service Design
Procedure E3QM1 – GHQ – PR 001–FR005 IT Disaster Recovery 1.0 Information Security Not yet approved NA Service Design
Procedure E2000-GBS-PY004-BIT-PR002 Logical Access Control 2.0 Information Security Not yet approved 5/1/2016 Service Design
Procedure E2000-GBS-PY004-BIT-PR003 Information Security Incidents 0.0 Information Security CEO 23/12/2014 Service Design
Procedure E3QM1 – GHQ – PR 001–FR005 Network Security 1.0 Information Security Not yet approved 5/1/2016 Service Design
Procedure E2000-GBS-PY004-BIT-PR011 Removable Media Management 1.0 Information Security Not yet approved NA Service Design
Procedure E2000-GBS-PY004-BIT-PR007 Third Party Information Securiy 1.0 Information Security CEO 15/07/2015 Service Design
Policy E3QM1 – GHQ – PR 001–FR004 Release & Deployment Management 1.0 IT Service Management Not yet approved 19/01/2016 Service Transition
Policy E1000 – GBS – PY005 IT Service Delivery Policy 2.0 IT Service Management Not yet approved 14/12/2017 Service Operation
Procedure E3QM1 – GHQ – PR 001–FR005 Capacity Management 1.0 IT Service Management Not yet approved 15/12/2017 Service Design
Procedure E3QM1 – GHQ – PR 001–FR005 Change Management 3.0 IT Service Management Not yet approved 9/12/2015 Service Transition
Procedure E3QM1 – GHQ – PR 001–FR005 Configuration Management 1.0 IT Service Management Not yet approved 17/01/2016 Service Operation
Procedure E3QM1 – GHQ – PR 001–FR005 Financial Management 1.0 IT Service Management Not yet approved 19/12/2015 Service Operation
Procedure E3QM1 – GHQ – PR 001–FR005 Incident Management 4.0 IT Service Management Not yet approved 19/12/2015 Service Operation
Procedure E3QM1 – GHQ – PR 001–FR005 IT Service Continuity Management 1.0 IT Service Management Not yet approved 15/12/2015 Service Operation
Procedure E3QM1 – GHQ – PR 001–FR005 Problem Management 3.0 IT Service Management Not yet approved 9/12/2015 Service Operation
Procedure E3QM1 – GHQ – PR 001–FR004 Release & Deployment Management Policy 2.0 IT Service Management Not yet approved 19/01/2016 Service Transition
Procedure E3QM1 – GHQ – PR 001–FR005 Service Level Managemet & BRM 2.0 IT Service Management Not yet approved 17/01/2016 Service Design
Procedure E3QM1 – GHQ – PR 001–FR005 Supplier Management 2.0 IT Service Management Not yet approved 17/01/2016 Service Design
Procedure E2000-GBS-PY004-BIT-PR002 IT Projects and New Services 0.0 IT Projects CEO 23/12/2014 Service Design
Procedure E2000-GBS-PY004-BIT-PR001 IT Operations Management 0.1 IT Operations CEO 23/12/2014 Service Operation
ITIL Service Component

Service Strategy

Service Design

Service Transition

Service Operation
Continual Service improvement
IT Service Component Subject Area Current Policy Current Procedure
Developed Developed

Market definition (New Services)

û û
Strategic Asset Development
û û
Deployment Preparation
û û
Offer Definition
û û

Service Catalogue Management

û û
Service level Management
û ü
Capacity Management
û ü
Availability Management
û ü
Service continuity Management
û ü
Information security Management
ü ü
Supplier Management
û ü

Transition planning and support

û û
Change management
û û
Release and deployment management
ü ü
Service validation and testing evaluation
û û
Knowledge Management (discovery, capture, sharing
and application) û û

User request fulfillment

ü û
Service failures resolution
û ü
Problem Management
û ü
Routine Operational Task Management
û û

Measurment Defintion (CSI KPI's)

û û
Data Gathering
û û
Data Analysis
û û
Corrective action implementation
û û
Required Policy Required Procedure

û ü
û ü
û ü
û ü

ü ü
ü ü
ü ü
ü ü
ü ü
ü ü
ü ü

û ü
ü ü
ü ü
ü ü
ü ü

û ü
ü ü
ü ü
û ü

û ü
û ü
û ü
û ü
Policy Information Security Not yet approved Service Strategy
Procedure IT Service Management CEO Service Design
IT Projects Board of Directors Service Transition
IT Operations Service Operation
Continuous Improvement