Service Management Manual. (a) Upon its adoption by VITA, the Service Management Manual will serve as a common document shared among the Integrated Suppliers, which all will operate in accordance with and be subject to the terms therein, as applicable to each such party. Among other things, the Service Management Manual will provide detailed descriptions of the Managed Environment and the manner in which functions will be performed by the Supplier and each of the other Integrated Suppliers, including:
(i) Equipment, Materials and Systems to be procured, used or supported;
(ii) Documentation (including manuals, user guides and specifications) to be created and maintained by the Supplier and the other Integrated Suppliers, including, as applicable, the MSI;
(iii) specific activities to be undertaken by the Supplier in connection with each Service, including, where appropriate, the direction, monitoring, staffing, reporting, planning and oversight activities to be performed by the Supplier under this Agreement;
(iv) Operational Change Control Procedures and Contract Change Control Procedures;
Service Management Manual. As part of managing the Integrated Services Platform, VITA anticipates developing a Service Management Manual (the “Service Management Manual”) which shall serve as a common document shared among the Integrated Suppliers (including Supplier) providing descriptions of the Managed Environment and the performance by each Integrated Supplier of its respective obligations to VITA and the other Customers in coordination and cooperation with the Customers and other Integrated Suppliers. Until VITA’s adoption of the Service Management Manual, the Parties shall utilize the Policy and Procedures Manual in accordance with Section 1.4.2 (Policy and Procedures Manual).
Service Management Manual. This Section sets out the requirements for the Service Management Manual and the process by which the Service Management Manual will be finalized. Attachment 6-B contains the general content and high-level description of the Service Management Manual. It is provided to indicate the proposed content and organization of the Service Management Manual. The requirements related to the Service Management Manual are as follows:
1. DIR, DCS Customers and DCS Service Providers will develop and follow specific procedures during the Term, which are to be set out in a Service Management Manual.
2. The Service Management Manual will not contradict the provisions of the Agreement. If there is any discrepancy between the Service Management Manual and the Agreement, the terms in the Agreement will prevail.
3. The Service Provider, DIR, and DCS Customers will jointly use the Service Management Manual to enable close cooperation and communication.
4. The Service Management Manual will address checkpoint reviews, testing, acceptance, and other procedures for DIR to assure the quality of the Service Provider’s performance.
5. The Service Provider will indicate its compliance with the general content and organization of the Service Management Manual as described in Attachment 6- B, or describe any proposed modifications.
Service Management Manual. As part of the Integrated Services Platform, DMAS anticipates MSI developing a Service Management Manual standard template (the “Service Management Manual”) which shall serve as a common document shared (as applicable) among the Integrated Suppliers (including Supplier for this agreement) providing descriptions of the Managed Environment and the performance by each Integrated Supplier of its respective obligations to DMAS in coordination and cooperation with the Business Partners and other Integrated Suppliers. The Services Management Manual is further described in Section 9.D.2 (Service Management Manual) . Until the adoption of the Service Management Manual, the Parties shall utilize the Policy and Procedures Manual in accordance with Section 9.D.1
Service Management Manual. The Contractor shall develop and maintain the Service Management Manual (SMM) for coordination, management, and reporting of the Integrated Service Providers across the Integrated Environment. The SMM outlines the operational activities designating ITIL- based performance standards, processes, and polices for the EITSI interaction with the Service Providers for the delivery of the Integrated Services. The SMM specifies the organization, the tasks, and responsibilities associated with elements in the delivery of the Integrated Services. It contains documentation required, methodologies used, standards, practices, conventions followed, and details regarding tasks, reviews, and audits conducted to ensure that services meet all contractual requirements. Contractor shall manage the processes and procedures to support the Integrated Environment, such that the objectives, scope, and principles of the Integrated Environment are achieved. Contractor shall ensure that Service Providers provide all documents and processes that support and describe the scope of the Service Provider services in the SMM. Contractor shall provide a taxonomy for the organization of the SMM that will accomplish the purpose and goals for the SMM to be the essential repository of all operational knowledge for the EITS Environment. Contractor shall regularly examine and optimize the organization of the SMM to improve the operating environment across all the Integrated Service Providers. Contractor shall develop the definition and documentation of: the policies in the SMM, which set the objectives, scope and principles that will ensure the success of the Integrated Environment, as provided and approved by the Government. the processes, sub-processes, and procedures for the Integrated Environment in the SMM, as approved by the Government. the sub-processes, procedures, and SOPs, for the Integrated Environment to support individual Customers and Customer environments in the SMM, as approved by the Government. Contractor shall verify and report on the effective compliance with the SMM policies, processes, and procedures by the Integrated Service Providers, Customers, and other vendors. Contractor shall provide analysis on such verification and reporting at least twice per year. Contractor shall provide an online feedback mechanism to solicit and resolve user comments, corrections, and questions. Contractor shall secure access to the SMM such that authorized users have appropriate access to ...
Service Management Manual. Successful Respondent shall assist DIR in developing, maintaining, and regularly updating the SMM that will support governance of the Services. The structure of the SMM is established by the MSI. Successful Respondent shall provide content for developing the SMM to support the
Service Management Manual. Delivery II 90 days after acceptance of the Day 1 Readiness Plan 30 days after final due date $10,000 monthly x x x A.2 Service Management Manual: Delivery III 180 days after acceptance of the Day 1 Readiness Plan 30 days after final due date $10,000 monthly x x x A.3 New Customer Integration Plan 60 days after acceptance of Day 1 Readiness Plan 30 days after final due date $10,000 monthly x x x A.4 Updated Disaster Recovery Plan 30 days after Commencement of Services for each Solution Order 30 days after final due date $10,000 monthly x x N/A A.5 Customer Outreach Plan 30 days after acceptance of the Day 1 Readiness Plan 30 days after final due date $10,000 monthly x x N/A Notes:
Service Management Manual. This Section sets out the requirements for the Service Management Manual and the process by which the Service Management Manual will be finalized. The requirements related to the Service Management Manual are as follows:
1. DIR, Customers and Service Providers will develop and follow specific procedures during the Term, which are to be set out in a Service Management Manual.
2. The Service Management Manual will not contradict the provisions of the Agreement. If there is any discrepancy between the Service Management Manual and the Agreement, the terms in the Agreement will prevail.
3. The Service Provider, DIR, and Customers will jointly use the Service Management Manual to enable close cooperation and communication.
4. The Service Management Manual will address checkpoint reviews, testing, acceptance, and other procedures for DIR to assure the quality of the Service Provider’s performance.
5. The Service Provider will comply with the general content and organization of the Service Management Manual as described in Attachment 6-B, Service Management Manual.
Service Management Manual. Upon its adoption by DMAS, the Service Management Manual will serve as a common document shared among the Integrated Suppliers, which all will operate in accordance with and be subject to the terms therein, as applicable to each such party. Among other things, the Service Management Manual will provide detailed descriptions of the Managed Environment and the manner in which functions will be performed by the Integrated Supplier and each of the other Integrated Suppliers, including: Equipment, Materials and Systems to be procured, used or supported; Documentation (including manuals, user guides and specifications) to be created and/or maintained by the Integrated Supplier and the other Integrated Suppliers, including, as applicable, the MSI; specific activities to be undertaken by the Integrated Supplier in connection with each Service, including, where appropriate, the direction, supervision, monitoring, staffing, reporting, planning and oversight activities to be performed by the Integrated Supplier under this Agreement; Operational Change Control Procedures and Contract Change Control Procedures; procedures for DMAS, Business Partners and the Integrated Suppliers to interact, communicate, escalate and resolve issues, exchange information and provide access to each other; checkpoint reviews, testing, acceptance, controls and other procedures to be implemented and used to assure service quality; processes, methodologies and controls to be implemented and used by the Integrated Suppliers to comply and confirm compliance with (1) DMAS Rules; and (2) other obligations in the applicable agreements, including compliance with Laws; and other provisions related to the Managed Environment, as requested by DMAS. The Service Management Manual will be initially created and continuously updated and enhanced throughout the Term, with the MSI taking overall responsibility for preparing, updating, maintaining and ensuring the accuracy of the Service Management Manual template, with the cooperation and support of the other Integrated Suppliers. The Integrated Supplier will work with the MSI and the other Integrated Suppliers in creating and maintaining the contents of the Service Management Manual, pursuant to a process further described in this Contract. The Service Management Manual, and any updates thereto, will be subject to DMAS’s approval. The Integrated Supplier will perform the Services in accordance with the most recent DMAS-approved version of the Service Manage...
Service Management Manual. The Contractor shall develop and maintain policies, processes and procedures in the Service Management Manual (SMM) that must be followed for coordination, management, and reporting of the EITSI and Service Providers across the Integrated Environment. The SMM outlines the operational activities designating ITIL-based performance standards, processes, and polices for the EITSI interaction with the Service Providers for the delivery of the Integrated Services. The SMM specifies the organization, the tasks, and responsibilities associated with elements in the delivery of the Integrated Services. It contains documentation required, methodologies used, standards, practices, conventions followed, and details regarding tasks, reviews, and audits conducted to ensure that services meet all contractual requirements.
