IT Service Management. EIS and Customer will mutually agree upon processes to support event management, incident management, problem management and change management, as applicable. Customer agrees not to make or to allow a third party to make changes to the System or the Software, including but not limited to changes to firmware or system configuration or installation of hotfixes or updates, without prior agreement from EIS via the established change management process. Changes to the System or Software without prior agreement from EIS may result in additional fees and may lead to outages, and unplanned delays which in no event shall be considered a breach by EIS of the Contract.
IT Service Management a. Contractor shall manage the PIMS and all supporting software and hardware environments under a consistent set of IT life cycle service management framework that utilizes industry standards and best practices.
b. Contractor shall perform system changes in accordance with an agreed upon change management and notification process.
c. Contractor shall perform routine system maintenance, including OS patching, critical and high security.
d. Contractor shall perform industry standard data backup plans for daily, weekly and monthly backups. Contractor shall use backups to restore data in the event of an outage or Incident.
IT Service Management. Riskonnect will manage the RCIMS software and all supporting software and hardware environments using an IT life cycle service management framework that utilizes industry standards and best practices such as those found in BSI 15000, ISO 9000, ISO 17799, ISO 20000, COBIT and ITIL/ITSM.
A. Riskonnect will perform proactive and reactive operational support tasks that will result in the fulfillment of County RCIMS Service Level requirement performance targets RCIMS Performance and Service Levels.
B. Riskonnect will perform 24x7x365 Incident logging, troubleshooting, resolution and escalation per Incident Service Level requirements.
C. Riskonnect will perform routine health checks of the hardware, software and equipment utilized to provide Services to the County. County may also be able to monitor performance of the Riskonnect Service (including latency and uptime availability) by checking the County’s node [to be determined during implementation] at xxxxx.xxxxxxxxxx.xxx.
X. Xxxxxxxxxx will perform system changes in accordance with an agreed upon change management and notification process.
IT Service Management. The Contractor shall manage the solution and all supporting software and hardware within the Contractor’s hosted environment under a consistent set of IT life cycle service management framework that utilizes industry standards and best practices.
IT Service Management. The Metrolinx PRESTO operations team receives and processes service requests, incidents and problems which originate from three (3) sources – Cardholders, SPs and other automated and manual events. Metrolinx leverages IT service management to govern the delivery of support services. Two core processes implemented are defined and described under the Incident and Problem Management sections below:
IT Service Management. Is a lifecycle approach that emphasises the importance of coordination and control across the various people, processes, and technology necessary to manage IT Services. It considers the lifecycle stages (Service Strategy, Service Design, Service Transition and Service Operation), as well as Continuous Improvement of IT Services.
IT Service Management. Contractor shall manage County Systems under a consistent set of IT life cycle services that utilizes industry standards and best practices such as those found in BSI 15000, ISO 9000, ISO 17799, ISO 20000, COBIT and ITIL/ITSM.
1.2.3.1. Contractor shall perform proactive and reactive operational support tasks that shall result in the fulfillment of County Web Site and CMS service level requirement performance targets.
1.2.3.2. Contractor shall perform 24 x 7 x 365 Incident logging, troubleshooting, resolution and escalation per defined Incident service level requirements.
1.2.3.3. Contractor shall perform routine health checks of all County Systems daily and record results and make them available to the County upon request within five
1.2.3.4. Contractor shall perform system changes in accordance with an agreed upon change management and notification process.
1.2.3.5. Contractor shall perform routine System maintenance and planned System changes within an agreed upon Maintenance Window or County agreed upon schedule.
1.2.3.6. Contractor shall perform and retain hot and cold backups of the Systems that support County Web Sites in accordance with County defined backup and recovery service level requirements.
IT Service Management. The Supplier shall use a recognised framework for accepted IT Service Management best practice such as ITIL (IT Infrastructure Library) which shall include but not be limited to: Transition planning and support; Change management; Service asset and configuration management; Release and deployment management; Service validation and testing; Change evaluation; Knowledge management; Problem management; Service support; Application support and maintenance; IT asset management; Incident management; Infrastructure maintenance; and Data storage and capacity management. The Supplier shall ensure that the processes identified above are documented within the Supplier’s operation manual and describe all of the Service management processes. The Supplier shall ensure that all changes made to an application used in connection with the provision of the Services are subject to the Contracting Authority’s acceptance procedures, to be defined at Call Off stage, before being released into the live environment. As a minimum, the Supplier shall ensure that all changes made to an application are fully system tested within an isolated application testing environment. For applications supported by the Supplier, the Supplier shall perform pro-active capacity and stress testing / monitoring at monthly intervals and on an ad-hoc basis as required. Where testing shows that an application is liable to fail to meet its Service Levels, the Supplier shall inform the Contracting Authority and agree remedial action. The Supplier shall provide plans for dealing with expansion of data capacity as Contracting Bodies are on-boarded and for future life provisioning. The Supplier shall comply with the governance of the system and security requirements as detailed in Framework schedule 8 (Framework, Service and Security Management).
IT Service Management. NETCARE shall establish and maintain a state of the art Service management which orientates on the good practices collected in the IT Infrastructure Library (currently version V3). The objective of NETCARE’s IT Service management is to ensure that their IT Services provide best possible support for FME’s business. The established Service management processes include but are not limited to: · NETCARE’s Service management processes with interface to FME · Service Level Management · Incident Management · Technical Change Management · IT Service Continuity Management · IT Security Management · Service Catalogue Management · NETCARE’s internal Service management processes · Availability Management · Event Management · Financial Management · Knowledge Management · Problem Management · Release & Deployment Management · Request Fulfillment. This MSD focuses on the above mentioned Service management processes with interface to FME and does not describe NETCARE’s internal processes implemented to ensure that the Service provision meets the agreed Service Levels.
5.1 Service Level Management Service Level Management includes the processes of planning, coordinating, drafting, agreeing, monitoring and reporting of Service Agreements, and the ongoing review of Service achievements to ensure that the required and cost-justifiable Service quality is maintained and gradually improved. The Service Agreements agreed between the Parties shall comprise at least the following provisions: · introduction · version, change history, author · validity · territory · timeframe · Service description · overview · short summary · assumptions · scope of Services · detailed Service description · in-scope Services · out-of-scope Services · optional Services · dependencies · obligation of FME · Service Level · definition of Service Level and/or classes of Service Levels · definition of measurements (KPIs) and measurement methods · reporting · conditions and exceptions of Service provision · deviances from the GA; MSD or other agreements under the Set of Contracts · service price (if not covered within the Price List) · signatures · glossary · attachments NETCARE performs Service Level Management in order to conclude Service Agreements with FME. In terms of Service Agreements the Parties distinguish between Individual Service Agreements and Standard Service Agreements. The differentiation between Individual and Standard Service Agreement depends on the kind of demand of FME. If FME has a new ...
IT Service Management. The Contractor shall manage the solution and all supporting Software and Hardware environments under a consistent IT life cycle service management framework that utilizes industry standards and best practices. DocuSign Envelope ID: 8F724B0D-AE39-4CD0-9970-9DCE16C2EE82
3.1 The Contractor shall perform System changes in accordance with its systemwide change management and notification process.
3.2 The Contractor shall perform routine System maintenance, including OS patching, critical and high security updates and patching, and planned System changes within a Maintenance Window previously communicated to County.
3.3 The Contractor shall perform industry standard data backup plans for daily, weekly and monthly backups. The Contractor shall use backups to restore data in the event of an outage or Incident.