SMS Opt-In Policy

SMS Opt-In Policy for IT Service Management Communications

We offer members the option to receive timely SMS alerts related to IT service management activities including incident notifications, change alerts, and service updates. This policy outlines how you can voluntarily opt-in to receive these SMS messages and how your data will be protected. 

Policy Owner: IT Service Management Team 

Effective Date: August 5, 2025 

Purpose
To establish a standardized process for internal employees to voluntarily opt-in to receive and send SMS messages related to IT service management activities, including incident notifications, change alerts, and service updates.

Scope
This policy applies to all employees who wish to receive SMS communications from the IT Service Management (ITSM) platform (e.g., ServiceNow) for operational updates and support interactions.

Policy Statement
Although messages are sent to company-issued devices, employees must explicitly opt-in before receiving SMS alerts to ensure full transparency and compliance with carrier regulations. Employees must provide explicit consent to receive SMS messages. The IT department will ensure that all SMS communications are relevant, secure, and compliant with data privacy standards.

  1. Opt-In Process
    • Employees must complete the SMS Opt-In Form available on the IT Service Portal.
    • The form will request:
      • Employee name
      • Mobile phone number
      • Consent checkbox for receiving SMS messages
    • Upon submission, the ITSM platform will validate and register the number for SMS notifications.
  2. Types of SMS Communications
    • Incident Notifications: High-priority incident alerts and resolution updates.
    • Change Management Alerts: Notifications about scheduled changes that may impact services.
    • Service Updates: Outage notifications, maintenance windows, and service restoration messages.
  3. Types of SMS Communications
    • Employees may opt out at any time by:
      • Replying “STOP” to any SMS message
      • Updating preferences in the IT Service Portal
      • Contacting the IT Help Desk
  4. Data Privacy and Security
    • The ITSM team will monitor SMS delivery and engagement.
    • Any misuse or unauthorized access will be investigated and addressed per company policy.

Responsibilities

  • Employees: Ensure accurate contact information and manage preferences.
  • ITSM Team: Maintain the opt-in system, ensure compliance, and manage communications.
  • HR/Compliance: Support awareness and ensure alignment with company policies.

Review Cycle
This policy will be reviewed annually or as needed based on changes in technology or regulations.

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