Common use of SERVICE AND CONTRACT MANAGEMENT Clause in Contracts

SERVICE AND CONTRACT MANAGEMENT. The Supplier shall appoint a Service manager responsible for the Service management. The Supplier shall ensure that all aspects of the Service management reflect good industry practice as represented by the ITIL guidelines (or equivalent). The Supplier shall provide support services to the Contracting Body through the Supplier’s service desk which shall enable the Contracting Body to report Incidents and make Service Requests in accordance with this Framework Schedule 1 (Service Requirements and Supplier Service Descriptions) and Schedule 3 (Service Levels and Service Credits) of the relevant Call Off Agreement. Additionally, the Supplier shall ensure that the Contracting Body can obtain advice on the effective use of the Services via the Supplier’s service desk. The Supplier shall establish an integrated set of processes, procedures and associated systems to provide effective management of Incidents and Service Requests, in accordance with the Service Level provisions relating to Incidents and the Service Desk in Schedule 3 (Service Levels and Service Credits) of the Call Off Agreement. The Supplier shall ensure that the Contracting Body can interact with the Supplier’s service desk via a variety of communication methods including telephone, email or via an on-line portal. The Supplier shall provide self-help facilities to enable the Contracting Body to determine progress on Incident fixes and closure. Such self-help facilities shall be accessible via the on-line portal. The Supplier shall provide facilities for reporting progress on Incident fixes to the Contracting Body via the Supplier’s Service Desk. The Supplier shall provide contract management to resolve any issues arising from the Framework Agreement and to implement any improvements/innovations during the Framework Period, in accordance with Framework Schedule 2 (Key Performance Indicators).