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Service Management policy

The vision of the State Digital Solutions Agency (hereinafter referred to as SDSA) is to be a reliable, open, innovative, and dynamic organization that comprehensively contributes to the successful development of Lithuania’s key information society development processes and meets the needs and expectations of its Clients, service recipients, and society. In pursuing this vision, we place significant emphasis on the quality of the services we provide.

In order to organize our work effectively and deliver high-quality services to Clients, we:

  • employ responsible specialists with excellent expertise in their respective fields, who understand that their work must provide value to Clients and create added value;
  • have defined operational processes that are implemented using efficient working methods and are continuously improved. SDSA has established, implemented, maintains, and continuously improves a service management system (hereinafter referred to as the Service Management System) in accordance with the ISO/IEC 20000-1 standard, with the aim of meeting and exceeding Clients’ needs and expectations.

The scope of the Service Management System covers the provision of information technology services from the centrally managed service catalogue of the State Information Technology Service Provider, including DaaS, IaaS, PaaS, SaaS, LSaaS, CaaS, and other groups of information technology services.

Key Principles of the Service Management System:

  • Ensuring service quality is an integral part of every SDSA activity, process, and procedure;
  • All SDSA employees regard the quality of provided services as a priority in their daily work;
  • SDSA continuously improves the Service Management System and ensures its compliance, suitability, and effectiveness.

Key Objectives of the Service Management System:

  • To provide services in accordance with the requirements of legal acts, standards, processes, and global best practices;
  • To provide high-quality services that meet Clients’ expectations;
  • To ensure the efficiency of provided services and SDSA operations through the use of innovative, advanced, and secure technological solutions;
  • To improve the Service Management System by taking into account identified external and internal organizational factors affecting the achievement and review of objectives, as well as the continuous improvement of service quality.

The Service Management Policy is a public document accessible to all interested parties.