SMS Policy

Unity Bank, as a modern and forward-looking business, recognises the need to ensure its business operates smoothly and without interruption for the benefit of its customers, shareholders and other stakeholders.

In order to achieve this, the Service Management System Policy has been put in place to ensure that the Service Management System (SMS) is appropriately monitored and measured. The Unity Bank SMS Policy covers the following parameters:

• Configuration Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of effective configuration management. This policy covers all service assets and configurations managed by Information Technology Division in support of the customers and users of services defined in the service catalogue.

• Business Relationship Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of establishing and maintaining effective communication and liaison between the parties involved.

• Service Level Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of establishing and monitoring service levels.

• Supplier Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of establishing and maintaining effective communication and liaison between the parties involved.

• Capacity Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of the management of capacity of the various types of resources relevant to the delivery of our IT services. This policy covers all the key services supported by the Information Technology Division. As such, it takes into account the predicted future demands from business users and balances them with the current utilization of the various components of the service such as servers and network infrastructure in order to arrive at a recommended plan of action to ensure that service is maintained.

• Change Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of effective change management. This policy, together with a well thought-through process and supporting tools, will help to embed the effective management of change into our business culture and allow risks to be identified and addressed appropriately.

• Release and Deployment Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of effective release and deployment management.

• Incident Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of incident diagnosis and resolution.

• Service Request Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of effective request fulfilment.

• Problem Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of effective problem management.

• Backup Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in way that supports the backups of information, software and system images, including regular testing.

• Service Continuity and Availability Management Policy

This policy informs and shapes the processes, procedures, organizational structure and resourcing that are applied in support of the continuity and availability of IT services.

• Budgeting and Accounting for Services Policy

This policy defines how the costs of IT services will be apportioned and allocated within Information Technology Division.

• Asset Management Policy

This policy defines requirements for mapping and properly tracking assets owned, managed, and under the control of the Bank through their lifecycle from initial acquisition to final disposal.