Service Management System Policy

Quest Merchant Bank Ltd is committed to delivering reliable, secure, and high‑quality IT services that support our business objectives, regulatory obligations, and customer expectations. This commitment is guided by the principles of ISO/IEC 20000 Service Management, the international standard for effective service management systems.

The service management policy establishes a formal framework for the planning, delivery, monitoring, and continual improvement of IT services in a controlled and transparent manner.

This policy applies to all IT services provided by or on behalf of Quest Merchant Bank Ltd. It applies to all employees, contractors, and third‑party service providers involved in the delivery or support of IT services. Also, it applies to service management processes within the Service Management System (SMS)

Quest Merchant Bank’s Service Management System is founded on the principles of business alignment, customer focus, risk and control, defined processes, and continual improvement. This implies that IT services support business strategy and operational needs, meet agreed service requirements and service level targets, and are managed in a manner that ensures availability, security, and regulatory compliance. Furthermore, service management activities follow documented, repeatable, and auditable processes, and service performance is measured and improved periodically.

Our executive management provides oversight and strategic direction for service management. The IT Service Management function is responsible for implementing, maintaining, and improving the Service Management System. All staff and service providers are responsible for complying with applicable service management policies and procedures.

At Quest Merchant Bank, we are committed to maintaining an effective Service Management System aligned with ISO/IEC 20000‑1, monitoring service performance and addressing non‑conformities, and supporting internal and external audits where applicable.