Request Management and Fulfillment. Service Provider shall be responsible for the fulfillment of Service Requests in compliance with policies and procedures set forth in the Service Management Manual and Managed by MSI. Service Provider responsibilities include:
1. Actively participate in work with the MSI to develop and document processes.
2. Actively cooperate with the MSI in implementing and maintaining Request Management and Fulfillment processes that are flexible and facilitate effective communication and coordination across all functional areas.
3. Actively cooperate in information exchange between and among the Service Provider, the MSI, other DCS Service Provider(s), DIR and DIR Customer, and/or Third Party Vendor(s) to improve end-to-end Request Management.
4. Integrate Service Provider Request Management process with the MSI’s Request Management process and systems, where the processes interact.
4.1. Facilitate the automation or mechanization of Service Requests between Service Provider, other DCS Service Provider(s) and other Third Party Vendor systems.
5. Integrate Service Provider’s Request Management process with the other Service Management processes, especially including Incident Management, Change Management, Configuration Management, Release Management and Program Management.
6. Facilitate the transparency of Request Management through appropriate processes to provide a complete audit trail for the MSI to meet the legislative and policy requirements to which DIR and DIR Customer must comply.
7. Actively support the MSI as appropriate to assure the proper exercise of Request Management activities across all functions and organizations that provide services to DIR Customers.
8. Establish on-going working relationship with the MSI, DIR and DIR Customers for effective Request Governance and the overall effective execution of the Request Management processes across all DCS Service Provider(s), and in compliance with the Governance provisions of this agreement.
9. Accept end-to-end responsibility and assign ownership for each Service Request to a single Service Provider staff member, thus minimizing redundant contacts between Service Provider(s) and Authorized Users.
10. Communicate and coordinate the Request Management processes and policies within Service Provider own organization, and as appropriate to DCS Service Providers associated with Services.
11. Actively participate in developing and establishing Request for Solution processes and appropriate mechanisms for the fulfill...
Request Management and Fulfillment. Service Provider shall be responsible for the enabling and managing all requests for DCS related Services from DIR and DIR Customers from the initial request through fulfillment of such requests via Services from multiple sources, such as other Service Component Providers, Third Party Vendors, DIR or DIR Customers. Service Provider’s responsibilities include:
1. Facilitate and lead in the development and documentation of processes with Service Provider and other Service Component Provider(s).
2. Facilitate and lead in the implementation and maintenance of Request Management and Fulfillment processes that are flexible and facilitate effective communication and coordination across all functional areas, with other Service Component Provider(s) DIR and DIR Customers.
3. Facilitate and lead information exchange between and among Service Provider and other Service Component Provider(s), DIR and DIR Customer, and/or Third Party Vendor(s) to improve end-to-end Request Management.
4. Integrate Service Provider’s Request Management process with the Request Management processes of DIR and other Service Component Provider(s), as well as authorized Third Party Vendor(s)’ Release Management processes, with and where the processes interact.
4.1. Facilitate the automation or mechanization of Service Requests between Service Provider, other Service Component Provider(s) and other Third Party Vendor systems.
5. Integrate Service Provider’s Request Management process with the other Service Management processes, including Incident Management, Change Management, Configuration Management, Release Management and Program Management.
6. Validate that the Request Management processes provides an audit trail that meets the legislative and policy requirements to which DIR and DIR Customer must comply.
Request Management and Fulfillment. Service Provider shall be responsible for the fulfillment of Service Requests in compliance with processes in the SMM.
Request Management and Fulfillment. The Contractor shall assist in the coordination of all requests for program related services (changes) from Authorized Users. It shall ensure requests are managed from the initial request through fulfillment of such requests via services from multiple sources, such as Service Providers, Third Party Vendors and Customers. While the majority of Service Requests are minor (such as standard changes), the Request Management Main Process directs more complicated requests to the solution design process.
