Establishment of a Quality Policy for the website, which ensures continuity in its execution and normal operation of its processes, under a continuous improvement scheme, to offer high availability of service and respond in a timely and effective manner to needs. of its users.

Goals

Definition of specific Quality Objectives such as:

• Keep the website online with a rating of 99%.

• Establish policies and procedures that avoid, to the extent possible, the consequences of a disaster or interruption due to force majeure.

• Ensure prompt recovery of critical services after a disaster.

• Expand the reach and coverage of website services.

Commitment to Quality

Manage the website and promote its massive, intensive and appropriate use, to support the programs developed by the agency in favor of citizens.

Responsible

Establish responsibilities and those responsible for compliance with the quality commitment.

Scope

Define specifically:

• The quality standards adopted.

• The equipment and resources available.

• General action plans.

• Strategic services for dependency.

• The availability of resources.

More information in:

ITIL Official Site

ITIL – Service Level Management

ITIL and ITSM World

IT Service Continuity Management