Common use of General Request Management Clause in Contracts

General Request Management. Service Provider’s responsibilities include: 1. Manage the effective execution of Request Management to achieve its primary purpose to fulfill service requests within the agreed Service Levels and promote Customer and Authorized User satisfaction. 2. Provide for mechanisms to support ordering and billing to other Service Component Provider(s) and designated Third Party Vendors, for requests associated with the delivery of Services and where authorized by DIR or DIR Customers. 3. Ensure that detailed audit trail information be recorded of all activity that creates, changes, or deletes data and user access to systems that contain DIR and DIR Customer data. 4. End-to-end traceability must be provided even when transactions span across multiple Applications, systems components, or parties. 5. Provide effective Request Governance to ensure the following: 5.1. Clearly define and document the type of Service Requests that will be handled within the Request Management process so that all parties are absolutely clear on the scope of Service Requests and the Request Management process. 5.2. Establish and continually maintain definitions of all services, including descriptions, what services will be standardized, what services require a custom solution, and what services and components can be requested through each medium (e.g. Service Desk, Portal, Service Catalog, RFS). 5.3. Establish and continually maintain Authorized Users lists on who is authorized to make Service Requests and what requests they are entitled to make. 5.4. Communication to DIR and DIR Customers on the definition of services, the Request Management processes and changes thereto. 5.5. Regular training for Authorized Users on Request Management processes, service definitions, and request mediums. 5.6. Regularly collect feedback from Authorized Users on the effectiveness of Request Management, and engage in activities to improve. 6. Enable multiple mediums for accepting Service Requests, including the Service Desk, online Web portal, and Service Catalog. 6.1. Enable the use of online self-service to allow Authorized Users to enter Service Requests through a “menu”-type selection, so that they can select and input details of Service Requests from a pre-defined list. 7. Develop and document processes and procedures regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may support the fulfillment of Service Requests. 8. Provide a mechanism for handling of Service Requests according to the agreed to prioritization model used by DIR, DIR Customers, and Third Party Vendor(s), as per processes described in the Request Management procedures, and appropriate SLAs. 9. Provide a mechanism for expedited handling of Service Requests that are of high business priority to DIR, DIR Customers, and Third Party Vendor(s), based on the assigned priority, as per escalation processes and procedures described in the Request Management processes. 10. Provide a mechanism for escalation of Service Requests that have missed or are at risk of missing expectations (e.g. fulfilment date, request scope, or other commitments), as per processes described in the Request Management processes and procedures. 11. Provide for real-time visibility of data records associated with Service Requests. 12. Update required information on Service Requests within designated timeframes to support an up-to-date accurate view of Service Requests. 13. Ensure proper approval (including any financial costs) associated with the Service Request (through automated means where practical) prior to Service Request fulfillment. 14. Develop, utilize, manage and continually improve an inventory of defined and documented Service Request models that incorporate at a minimum the following elements: 14.1. Sequences of tasks, actions or steps to execute the Service Request Model and fulfill the Service Request. 14.2. Identification of required dependencies, data sources, etc. that must be considered in executing the Service Request Model. 14.3. Definition of responsibilities and roles to execute the Service Request Model. 14.4. Timescales, milestones and thresholds for executing the Service Request Model. 14.5. Anticipated escalation points and escalation procedures associated with the Service Request Model. 14.6. Tasks, activities, methods, tools, systems, etc. to ensure that detailed audit information be recorded of all activity that creates, changes, or deletes data and user access to Service Provider systems that contain DIR and DIR Customer data. 15. Provide effective training on the purpose, activities, procedures, tools, policies, interfaces, etc. for all stakeholders to ensure effective execution of the process. 16. Provide and maintain regular communications between all parties and Authorized Users as required until Service Request completion and document the communications as per the Request Management processes. 16.1. The frequency of such communications shall be determined by the severity of the request and in compliance with Service Request policies and procedures. 17. Keep DIR and DIR Customer informed of any issues with the completion of Service Requests and status changes throughout the Service Request life cycle and in accordance with agreed Service Levels. 18. Provide anticipated completion times for active Service Requests and update notification systems as required in the Request Management processes to keep DIR Customers and Authorized Users informed. 19. Ensure consistent ownership of the Service Request from recording to completion. 20. Review Service Request prior to closure to ensure proper categorization, documentation, confirmation of completion and activities required to initiated appropriate actions / processes / procedures (e.g. configuration information updates, etc.). 21. Close a Service Requests, per Service Management Manual guideline, after receiving confirmation from the requesting Authorized User or Service Provider support personnel for Service Request reported via a request submission system, that the Service Request has been completed. 21.1. Follow Service Management Manual guidelines for closure where Authorized Users confirmation has not been received. 22. Track the progress of fulfillment efforts and the status of all Service Requests, including: 22.1. Review the proposed fulfillment time for each Service Request with the appropriate party and update the status accordingly. 22.2. Provide regular updates within designated timeframes as to the status of all Service Requests. 22.3. Coordinate Service Request tracking efforts, and provide and maintain regular communications, per the Service Management Manual, between all parties and Authorized Users until Service Request completion. 22.4. Keep the DIR Customer and Authorized User informed of changes in Service Request status throughout the Service Request life cycle in accordance with agreed Service Levels. 22.5. Keep DIR Customer informed of anticipated Service Request completion times for active Service Requests. 22.6. When a Service Request cannot be completed in the committed timeframe, provide a revised completion time or request a meeting with the Authorized User to determine a new timeframe. 22.6.1. Track all Service Request completions against the original committed timeframe, regardless of any revisions. 23. Leverage a knowledge base to assist with the fulfillment of Service Requests, including: 23.1. Make the knowledge base available online to Authorized Users for self-service.

General Request Management. Service Provider’s responsibilities include: 1. Manage the effective execution of Request Management to achieve its primary purpose to fulfill service requests within the agreed Service Levels and promote Customer and Authorized User satisfaction. 2. Provide for mechanisms to support ordering and billing to other Service Component Provider(s) and designated Third Party Vendors, for requests associated with the delivery of Services and where authorized by DIR or DIR Customers. 3. Ensure that detailed audit trail information be recorded of all activity that creates, changes, or deletes data and user access to systems that contain DIR and DIR Customer data. 4. End-to-end traceability must be provided even when transactions span across multiple Applications, systems components, or parties. 5. Provide effective Request Governance to ensure the following: 5.1. Clearly define and document the type of Service Requests that will be handled within the Request Management process so that all parties are absolutely clear on the scope of Service Requests and the Request Management process. 5.2. Establish and continually maintain definitions of all services, including descriptions, what services will be standardized, what services require a custom solution, and what services and components can be requested through each medium (e.g. Service Desk, Portal, Service Catalog, RFS). 5.3. Establish and continually maintain Authorized Users lists on who is authorized to make Service Requests and what requests they are entitled to make. 5.4. Communication to DIR and DIR Customers on the definition of services, the Request Management processes and changes thereto. 5.5. Regular training for Authorized Users on Request Management processes, service definitions, and request mediums. 5.6. Regularly collect feedback from Authorized Users on the effectiveness of Request Management, and engage in activities to improve. 6. Enable multiple mediums for accepting Service Requests, including the Service Desk, online Web portal, and Service Catalog. 6.1. Enable the use of online self-service to allow Authorized Users to enter Service Requests through a “menu”-type selection, so that they can select and input details of Service Requests from a pre-defined list. 7. Develop and document processes and procedures regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may support the fulfillment of Service Requests. 8. Provide a mechanism for handling of Service Requests according to the agreed to prioritization model used by DIR, DIR Customers, and Third Party Vendor(s), as per processes described in the Request Management procedures, and appropriate SLAs. 9. Provide a mechanism for expedited handling of Service Requests that are of high business priority to DIR, DIR Customers, and Third Party Vendor(s), based on the assigned priority, as per escalation processes and procedures described in the Request Management processes. 10. Provide a mechanism for escalation of Service Requests that have missed or are at risk of missing expectations (e.g. fulfilment date, request scope, or other commitments), as per processes described in the Request Management processes and procedures. 11. Provide for real-time visibility of data records associated with Service Requests. 12. Update required information on Service Requests within designated timeframes to support an up-to-date accurate view of Service Requests. 13. Ensure proper approval (including any financial costs) associated with the Service Request (through automated means where practical) prior to Service Request fulfillment. 14. Develop, utilize, manage and continually improve an inventory of defined and documented Service Request models that incorporate at a minimum the following elements: 14.1. Sequences of tasks, actions or steps to execute the Service Request Model and fulfill the Service Request. 14.2. Identification of required dependencies, data sources, etc. that must be considered in executing the Service Request Model. 14.3. Definition of responsibilities and roles to execute the Service Request Model. 14.4. Timescales, milestones and thresholds for executing the Service Request Model. 14.5. Anticipated escalation points and escalation procedures associated with the Service Request Model. 14.6. Tasks, activities, methods, tools, systems, etc. to ensure that detailed audit information be recorded of all activity that creates, changes, or deletes data and user access to Service Provider systems that contain DIR and DIR Customer data. 15. Provide effective training on the purpose, activities, procedures, tools, policies, interfaces, etc. for all stakeholders to ensure effective execution of the process. 16. Provide and maintain regular communications between all parties and Authorized Users as required until Service Request completion and document the communications as per the Request Management processes. 16.1. The frequency of such communications shall be determined by the severity of the request and in compliance with Service Request policies and procedures. 17. Keep DIR and DIR Customer informed of any issues with the completion of Service Requests and status changes throughout the Service Request life cycle and in accordance with agreed Service Levels. 18. Provide anticipated completion times for active Service Requests and update notification systems as required in the Request Management processes to keep DIR Customers and Authorized Users informed. 19. Ensure consistent ownership of the Service Request from recording to completion. 20. Review Service Request prior to closure to ensure proper categorization, documentation, confirmation of completion and activities required to initiated appropriate actions / processes / procedures (e.g. configuration information updates, etc.). 21. Close a Service Requests, per Service Management Manual guideline, after receiving confirmation from the requesting Authorized User or Service Provider support personnel for Service Request reported via a request submission system, that the Service Request has been completed. 21.1. Follow Service Management Manual guidelines for closure where Authorized Users confirmation has not been received. 22. Track the progress of fulfillment efforts and the status of all Service Requests, including: 22.1. Review the proposed fulfillment time for each Service Request with the appropriate party and update the status accordingly. 22.2. Provide regular updates within designated timeframes as to the status of all Service Requests. 22.3. Coordinate Service Request tracking efforts, and provide and maintain regular communications, per the Service Management Manual, between all parties and Authorized Users until Service Request completion. 22.4. Keep the DIR Customer and Authorized User informed of changes in Service Request status throughout the Service Request life cycle in accordance with agreed Service Levels. 22.5. Keep DIR Customer informed of anticipated Service Request completion times for active Service Requests. 22.6. When a Service Request cannot be completed in the committed timeframe, provide a revised completion time or request a meeting with the Authorized User to determine a new timeframe. 22.6.1. Track all Service Request completions against the original committed timeframe, regardless of any revisions. 23. Leverage a knowledge base to assist with the fulfillment of Service Requests, including: 23.1. Make the knowledge base available online to Authorized Users for self-service.

General Request Management. Service Provider’s Provider responsibilities include: 1. Manage the effective execution of Request Management to achieve its primary purpose to fulfill service requests within the agreed Service Levels and promote Customer and Authorized User satisfaction. 2. Provide for mechanisms to support ordering and billing to other DCS Service Component Provider(s) and designated Third Party Vendors, for requests associated with the delivery of Services and where authorized by DIR or DIR CustomersDIR. 3. Ensure that detailed audit trail information be recorded of all activity that creates, changes, or deletes data and user access to systems that contain DIR and DIR Customer data. 4. End-to-end traceability must be provided even when transactions span across multiple Applications, systems components, or parties. 5. Provide Engage in effective Request Governance to ensure the following: 5.1. Clearly define and document the type of Service Requests that will be handled within the Request Management process so that all parties are absolutely clear on the scope of Service Requests and the Request Management process. 5.2. Establish and continually maintain definitions of all services, ; including descriptions, what services will be standardized, what services require a custom solutionsolutions, and what services and components can be requested through each medium (e.g. Service Desk, Portal, Service Catalog, RFSRequest for Service). 5.3. Establish and continually maintain Authorized Users lists on who is authorized to make Service Requests and what requests they are entitled to make. 5.4. Communication to DIR and DIR Customers on the definition of services, the Request Management processes and changes thereto. 5.5. Regular training for Authorized Users on Request Management processes, service definitions, and request mediums. 5.6. Regularly collect feedback from Authorized Users on the effectiveness of Request Management, and engage in activities to improve. 6. Enable multiple mediums for accepting Service Requests, including the Service Desk, online Web web portal, and Service Catalog. 6.1. Enable the use of online self-service to allow Authorized Users to enter Service Requests through a “menu”-type ‘menu’-type selection, so that they can select and input details of Service Requests from a pre-defined list. 7. Develop and document processes and procedures regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may support the fulfillment of Service Requests. 8. Provide a mechanism for handling of Service Requests according to the agreed to prioritization model used by DIR, DIR Customers, and Third Party Vendor(s)other DCS Service Providers, as per processes described in the Request Management procedures, and appropriate SLAs. 9. Provide a mechanism for expedited handling of Service Requests that are of high business priority to DIR, DIR Customers, and Third Party Vendor(s)other DCS Service Providers, based on the assigned priority, as per escalation processes and procedures described in the Request Management processes. 10. Provide a mechanism for escalation of Service Requests that have missed or are at risk of missing expectations (e.g. fulfilment date, request scope, or other commitments), as per processes described in the Request Management processes and proceduresprocesses. 11. Provide for real-time visibility of data records associated with Service Requests. 12. Update required information on Service Requests within designated timeframes to support an up-to-date accurate view of Service Requests. 13. Ensure proper approval (including any financial costs) associated with the Service Request (through automated means where practical) prior to Service Request fulfillment. 14. Develop, utilize, manage and continually improve an inventory of defined and documented Service Request models that incorporate at a minimum the following elements: 14.1. Sequences of tasks, actions or steps to execute the Service Request Model and fulfill the Service Request. 14.2. Identification of required dependencies, data sources, etc. that must be considered in executing the Service Request Model. 14.3. Definition of responsibilities and roles to execute the Service Request Model. 14.4. Timescales, milestones and thresholds for executing the Service Request Model. 14.5. Anticipated escalation points and escalation procedures associated with the Service Request Model. 14.6. Tasks, activities, methods, tools, systems, etc. to ensure that detailed audit information be recorded of all activity that creates, changes, or deletes data and user access to Service Provider systems that contain DIR and DIR Customer data. 15. Provide effective training on the purpose, activities, procedures, tools, policies, interfaces, etc. for all stakeholders to ensure effective execution of the process. 16. Provide and maintain regular communications between all parties and Authorized Users as required until Service Request completion and document the communications as per the Request Management processes. 16.1. The frequency of such communications shall be determined by the severity of the request and in compliance with Service Request policies and procedures. 17. Keep DIR and DIR Customer informed of any issues with the completion of Service Requests and status changes throughout the Service Request life cycle and in accordance with agreed Service Levels. 18. Provide anticipated completion times for active Service Requests and update notification systems as required in the Request Management processes to keep DIR Customers and Authorized Users informed. 19. Ensure consistent ownership of the Service Request from recording to completion. 20. Review Service Request prior to closure to ensure proper categorization, documentation, confirmation of completion and activities required to initiated appropriate actions / processes / procedures (e.g. configuration information updates, etc.). 21. Close a Service Requests, per Service Management Manual guideline, after receiving confirmation from the requesting Authorized User or Service Provider support personnel for Service Request reported via a request submission system, that the Service Request has been completed. 21.1. Follow Service Management Manual guidelines for closure where Authorized Users confirmation has not been received. 22. Track the progress of fulfillment efforts and the status of all Service Requests, including: 22.1. Review the proposed fulfillment time for each Service Request with the appropriate party and update the status accordingly. 22.2. Provide regular updates within designated timeframes as to the status of all Service RequestsRequests within designated timeframes. 22.3. Coordinate Service Request tracking efforts, and provide and maintain regular communications, per the Service Management Manual, between all parties and Authorized Users until Service Request completion. 22.4. Keep the DIR Customer and Authorized User informed of changes in Service Request status throughout the Service Request life cycle in accordance with agreed Service Levels. 22.5. Keep DIR Customer informed of anticipated Service Request completion times for active Service Requests. 22.6. When a Service Request cannot be completed in the committed timeframe, provide a revised completion time or request a meeting with the Authorized User to determine a new timeframe. 22.6.1. Track all Service Request completions completion against the original committed timeframe, regardless of any revisions. 23. Leverage a knowledge base to assist with the fulfillment of Service Requests, including: 23.1. Make the knowledge base available online to Authorized Users for self-service.

General Request Management. Service Provider’s Provider responsibilities include: 1. Manage the effective execution of Request Management to achieve its primary purpose to fulfill service requests within the agreed Service Levels and promote Customer and Authorized User satisfaction. 2. Provide for mechanisms to support ordering and billing to other DCS Service Component Provider(s) and designated Third Party Vendors, for requests associated with the delivery of Services and where authorized by DIR or DIR CustomersDIR. 3. Ensure that detailed audit trail information be recorded of all activity that creates, changes, or deletes data and user access to systems that contain DIR and DIR Customer data. 4. End-to-end traceability must be provided even when transactions span across multiple Applications, systems components, or parties. 5. Provide Engage in effective Request Governance to ensure the following: 5.1. Clearly define and document the type of Service Requests that will be handled within the Request Management process so that all parties are absolutely clear on the scope of Service Requests and the Request Management process. 5.2. Establish and continually maintain definitions of all services, ; including descriptions, what services will be standardized, what services require a custom solutionsolutions, and what services and components can be requested through each medium (e.g. Service Desk, Portal, Service Catalog, RFSRequest for Service). 5.3. Establish and continually maintain Authorized Users lists on who is authorized to make Service Requests and what requests they are entitled to make. 5.4. Communication to DIR and DIR Customers on the definition of services, the Request Management processes and changes thereto. 5.5. Regular training for Authorized Users on Request Management processes, service definitions, and request mediums. 5.6. Regularly collect feedback from Authorized Users on the effectiveness of Request Management, and engage in activities to improve. 6. Enable multiple mediums for accepting Service Requests, including the Service Desk, online Web web portal, and Service Catalog. 6.1. Enable the use of online self-service to allow Authorized Users to enter Service Requests through a “menu”-type ‘menu’-type selection, so that they can select and input details of Service Requests from a pre-defined list. 7. Develop and document processes and procedures regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may support the fulfillment of Service Requests. 8. Provide a mechanism for handling of Service Requests according to the agreed to prioritization model used by DIR, DIR Customers, and Third Party Vendor(s)other DCS Service Providers, as per processes described in the Request Management procedures, and appropriate SLAs. 9. Provide a mechanism for expedited handling of Service Requests that are of high business priority to DIR, DIR Customers, and Third Party Vendor(s)other DCS Service Providers, based on the assigned priority, as per escalation processes and procedures described in the Request Management processes. 10. Provide a mechanism for escalation of Service Requests that have missed or are at risk of missing expectations (e.g. fulfilment date, request scope, or other commitments), as per processes described in the Request Management processes and proceduresprocesses. 11. Provide for real-time visibility of data records associated with Service Requests. 12. Update required information on Service Requests within designated timeframes to support an up-to-date accurate view of Service Requests. 13. Ensure proper approval (including any financial costs) associated with the Service Request (through automated means where practical) prior to Service Request fulfillment. 14. Develop, utilize, manage and continually improve an inventory of defined and documented Service Request models that incorporate at a minimum the following elements: 14.1. Sequences of tasks, actions or steps to execute the Service Request Model and fulfill the Service Request. 14.2. Identification of required dependencies, data sources, etc. that must be considered in executing the Service Request Model. 14.3. Definition of responsibilities and roles to execute the Service Request Model. 14.4. Timescales, milestones and thresholds for executing the Service Request Model. 14.5. Anticipated escalation points and escalation procedures associated with the Service Request Model. 14.6. Tasks, activities, methods, tools, systems, etc. to ensure that detailed audit information be recorded of all activity that creates, changes, or deletes data and user access to Service Provider systems that contain DIR and DIR Customer data. 15. Provide effective training on the purpose, activities, procedures, tools, policies, interfaces, etc. for all stakeholders to ensure effective execution of the process. 16. Provide and maintain regular communications between all parties and Authorized Users as required until Service Request completion and document the communications as per the Request Management processes. 16.1. The frequency of such communications shall be determined by the severity of the request and in compliance with Service Request policies and procedures. 17. Keep DIR and DIR Customer informed of any issues with the completion of Service Requests and status changes throughout the Service Request life cycle and in accordance with agreed Service Levels. 18. Provide anticipated completion times for active Service Requests and update notification systems as required in the Request Management processes to keep DIR Customers and Authorized Users informed. 19. Ensure consistent ownership of the Service Request from recording to completion. 20. Review Service Request prior to closure to ensure proper categorization, documentation, confirmation of completion and activities required to initiated appropriate actions / processes / procedures (e.g. configuration information updates, etc.). 21. Close a Service Requests, per Service Management Manual guideline, after receiving confirmation from the requesting Authorized User or Service Provider support personnel for Service Request reported via a request submission system, that the Service Request has been completed. 21.1. Follow Service Management Manual guidelines for closure where Authorized Users confirmation has not been received. 22. Track the progress of fulfillment efforts and the status of all Service Requests, including: 22.1. Review the proposed fulfillment time for each Service Request with the appropriate party and update the status accordingly. 22.2. Provide regular updates within designated timeframes as to the status of all Service RequestsRequests within designated timeframes. 22.3. Coordinate Service Request tracking efforts, and provide and maintain regular communications, per the Service Management Manual, between all parties and Authorized Users until Service Request completion. 22.4. Keep the DIR Customer and Authorized User informed of changes in Service Request status throughout the Service Request life cycle in accordance with agreed Service Levels. 22.5. Keep DIR Customer informed of anticipated Service Request completion times for active Service Requests. 22.6. When a Service Request cannot be completed in the committed timeframe, provide a revised completion time or request a meeting with the Authorized User to determine a new timeframe. 22.6.1. Track all Service Request completions completion against the original committed timeframe, regardless of any revisions. 23. Leverage a knowledge base to assist with the fulfillment of Service Requests, including: : 23.1. Make the knowledge base available online to Authorized Users for self-service. 23.2. Track the use of the knowledge base to report usage statistics. 24. Where Service Requests relate to the move of Assets, update details in the Asset Inventory and Management System and the CMS / CMDB, or coordinate with the relevant process to confirm updates are made. 25. Ensure that Service Requests follow the Change Management process as appropriate. 26. Where Service Requests require the changing of software assets update the Definitive Media Library (DML) or coordinate with the relevant process to confirm updates are made. 27. Ensure the additions or removals of assets are fulfilled in compliance with requirements for Redeployment and Disposal of Equipment.