Common use of Service Management Requirements Clause in Contracts

Service Management Requirements. 2.13.1 IDPs must indicate their timescales for delivery of the solution in the form of a set-up plan which should include:  The timescale involved in mobilising their resources in preparation for starting their delivery programme.  The timescale involved in being in the position to test their solution for integration with DWP systems and supply details of their testing environment. 2.13.2 IDPs must confirm their ability to meet the DWP testing and implementation timescales and provide high level plans to show how they will deliver to the following timescales as part of their response:  IDPs to commence development late August 2012 (assumed contract award early August 2012),  Development & Testing to be completed by October 2012 to enable Identity Assurance integration November 2012.  IDPs ready for production testing December 2012 to March 2013 to enable go live April 2013 (for UC Pathfinder11) and Universal Credit go live October 2013 2.13.3 IDPs will support the whole DWP and OGD development lifecycle, supporting service development, integration, test, deployment and maintenance. IDPs must confirm that they can provide:  A commitment to work collaboratively in the development of detailed design of the overall solution/service with DWP and Cabinet Office.  Detailed documentation relating to the interface technical specification, design, test and operational procedure by dates (to be agreed).  Contact points (role & named individuals) with the appropriate expertise and time allocated to support the various phases of the interface development, e.g. analysis, design, construction, testing, implementation, operational, maintenance and incident management.  Appropriate test data and test environment to support testing of all identified test conditions.  Ongoing service management and maintenance. 2.13.4 IDPs must carry out change control in accordance with those defined by either the DWP Information Technology Infrastructure Library (ITIL), or OGD equivalent based processes, in accordance with ITIL v3 methodology and industry best practice in service management. 2.13.5 IDPs must operate in ways that are consistent with the DWP ITIL-based reference documentation (where applicable, or if not aligned to ITIL v3), as per industry best practice on service operation. 2.13.6 In order to provide assurance that services are being performed in accordance with the Contract, IDPs must allow the DWP (and OGDs that may use the Framework) to perform checks upon any aspect of their service to the following timescales:  7 days notice for performance checks.  24 hours notice where suspected fraudulent breaches or other serious breaches are suspected.