Availability Management. The activities of the Availability management process include: a. Analysis of application portfolio management, incidents and capacity to inform Availability requirements b. Determining business unit Availability Requirements for a new or enhanced Service and formulating the Availability and recovery design criteria for the existing application services so that such Services are designed to deliver the appropriate levels of Availability c. Determining the critical business functions and impact arising from IT component failure. Where appropriate, reviewing the Availability design criteria to provide additional resilience to prevent or minimize impact to STC Customer’s business. d. Identifying opportunities to optimize the Availability of the Applications to deliver cost effective improvements that deliver tangible business benefits e. Defining the targets for Availability, Reliability and Maintainability for the IT software components that underpin the application services to enable these to be documented and agreed within Service Levels, and contracts f. Establishing measures and reporting of Availability, Reliability, and Maintainability, that reflects the STC Customer’s business and IT support organization perspectives g. Monitoring and trend analysis of the Availability, Reliability and Maintainability of IT systems and components h. Reviewing the application services, system, and component Availability, identifying unacceptable levels, and taking appropriate corrective actions to address Availability shortfalls i. Investigating the underlying reasons for unacceptable Availability j. Producing and maintaining a forward-looking Availability plan, which prioritizes and plans overall Availability improvements aimed at improving the overall Availability of the Project Services and Application components so that existing and future business Availability requirements can be met k. Providing a range of IT Availability reporting to the MSI so that agreed levels of Availability, Reliability and Maintainability are measured and monitored on an ongoing basis The following list identifies the Availability Management Services that Service Provider will perform. 1. Recommend Availability management policies and procedures and appropriate Availability management tools and methods that support STC Customer’s Availability management support requirements. 2. Assist with the implementation of agreed-upon Availability management policies and procedures. 3. Adhere to Availability management policies and procedures. 4. Provide STC Customer-authorized staff, MSI and designated personnel unrestricted read access to all current and historical Availability knowledge base records. 5. Participate in requirements analysis when new IT systems and services are being defined to ensure that Project Services are designed to deliver the required availability levels. 6. Assist in the creation of Availability and recovery design criteria to be applied to new or enhanced Applications and system design. 7. Coordinate with the STC Customer IT service support and service delivery management personnel to research, review, and assess Availability issues and optimization opportunities. 8. Recommend appropriate tools and practices to measure and report on agreed-upon Availability Service Levels for new and enhanced Applications. 9. Assist MSI with the implementation of approved Availability Service Level measurement tools and practices. 10. Monitor and maintain an awareness of technology advancements and IT best practices related to Availability optimization and periodically provide updates to STC Customer. 11. Assist in the coordination of Availability management across all IT service areas with STC Customer and third parties (e.g., public carriers, Internet Service Providers, Infrastructure Service Providers, etc.). 12. Assist STC Customer in Availability assessment review sessions and provide cost-justified improvement recommendations. 13. Coordinate with STC Customer and third-party Service Providers to gather information on IT systems and service Availability issues and trends to be used for trend analysis. 14. Review Full-Service Applications and Interfaces against Availability measures and take appropriate corrective actions to address Availability shortfalls, if such shortfalls are related to such Applications’ or Interfaces’ code. 15. Provide support and assistance to STC Customer and MSI in investigating the underlying reasons for unacceptable Availability.
Appears in 1 contract
Availability Management. The activities of the Availability management process include:
a. Analysis of application portfolio management, incidents Contractor shall implement and capacity to inform Availability requirements
b. Determining business unit Availability Requirements for a new or enhanced Service and formulating the Availability and recovery design criteria for the existing application services so that such Services are designed to deliver the appropriate levels of Availability
c. Determining the critical business functions and impact arising from IT component failure. Where appropriate, reviewing the Availability design criteria to provide additional resilience to prevent or minimize impact to STC Customer’s business.
d. Identifying opportunities to optimize the Availability of the Applications to deliver cost effective improvements that deliver tangible business benefits
e. Defining the targets for Availability, Reliability and Maintainability for the IT software components that underpin the application services to enable these to be documented and agreed within Service Levels, and contracts
f. Establishing measures and reporting of Availability, Reliability, and Maintainability, that reflects the STC Customer’s business and IT support organization perspectives
g. Monitoring and trend analysis of the Availability, Reliability and Maintainability of IT systems and components
h. Reviewing the application services, system, and component Availability, identifying unacceptable levels, and taking appropriate corrective actions to address Availability shortfalls
i. Investigating the underlying reasons for unacceptable Availability
j. Producing and maintaining a forward-looking Availability plan, which prioritizes and plans overall Availability improvements aimed at improving the overall Availability of the Project Services and Application components so that existing and future business Availability requirements can be met
k. Providing a range of IT Availability reporting to the MSI so that agreed levels of Availability, Reliability and Maintainability are measured and monitored on an ongoing basis The following list identifies manage the Availability Management practice across the Integrated Service Providers and other vendors, as directed by the Government. The Contractor shall ensure that the level of service availability delivered in all Integrated Services is matched to, or exceeds, the current and future needs of the mission, in a cost- effective manner. The Contractor shall define, analyze, plan, measure and improve all aspects of the availability of the Integrated Services. Contractor shall provide a point of focus and management for all availability-related issues, relating to both services and resources, ensuring that availability targets are established, measured, and achieved. The Contractor shall regularly review the Government provided mission essential functions, and the availability, reliability, maintainability, and recovery requirements for each of those mission essential functions across the Integrated Service Provider will perform.
1Providers. Recommend Contractor shall collaborate and facilitate the Integrated Service Providers to provide a comprehensive view on availability and provide recommendations to the Government for improving availability. Contractor shall provide the Government approved recommendations into Continual Improvement for implementation. The Contractor shall create an annual Availability management policies and procedures and appropriate Availability management tools and methods that Plan to support STC Customer’s Availability management support requirements.
2. Assist the services offered in the EITS Environment with the implementation Integrated Service Providers. Contractor shall facilitate and coordinate the Integrated Service Providers in executing the Availability Plan. The Availability Plan shall provide for: How availability is improved How availability aligns to mission needs How availability is improved for unplanned outages, planned outages, and maintenance How availability is tracked, monitored, and reported The Contractor shall coordinate, collate, and consolidated information on all key elements of agreed-upon Availability management policies availability for all the Integrated Service Providers (including impact assessments, outage reports, service level attainment, and procedures.
3analysis of trends). Adhere to Availability management policies and procedures.
4. Provide STC Customer-authorized staff, MSI and designated personnel unrestricted read access to all Such information will include current and historical availability metrics and a 12-month rolling forecast. Contractor will retain at least 36 months of availability source data for all the Integrated Service Providers. Contractor shall provide recommendations for Availability knowledge base records.
5reporting and develop measures in cooperation with the Government. Participate in requirements analysis when new IT systems and services are being defined to ensure that Project Services are designed to deliver the required The monthly availability levels.
6. Assist in the creation of report should include elements such as: Mean time between failures Service Availability and recovery design criteria to be applied to new or enhanced Applications Unavailability Major Availability incidents (including impact) Service Outage Reports Planned versus actual downtime Customer complaints and system design.
7. Coordinate with the STC Customer IT service support and service delivery management personnel to researchcompliments Audit, reviewIncident, and assess Availability issues Problem reports The Contractor shall track, monitor, and optimization opportunities.
8coordinate investigations of end to end performance of IT services and systems for each defined business function. Recommend appropriate tools Contractor shall provide analysis and practices reporting on a monthly basis, to measure include: Evolving business availability requirements with Customers Component failure impact analysis and report on agreed-upon Availability Service Levels identify single points of failure Mitigation strategies to reduce the likelihood of availability incidents and events Recommendations for new additional infrastructure and enhanced Applications.
9. Assist MSI with the implementation of approved Availability Service Level measurement tools and practices.
10. Monitor and maintain an awareness of technology advancements and IT best practices related resources (including cost estimates) to Availability optimization and periodically provide updates to STC Customer.
11. Assist in the coordination of Availability management across all IT service areas with STC Customer and third parties (e.g., public carriers, Internet Service Providers, Infrastructure Service Providers, etc.).
12. Assist STC Customer in Availability assessment review sessions and provide cost-justified improvement recommendations.
13. Coordinate with STC Customer and third-party Service Providers to gather information on IT systems and service Availability issues and trends to be used for trend analysis.
14. Review Full-Service Applications and Interfaces against Availability measures and take appropriate corrective actions to address Availability shortfalls, if such shortfalls are related to such Applications’ or Interfaces’ code.
15. Provide support and assistance to STC Customer and MSI in investigating the underlying reasons for unacceptable Availability.mitigate availability risks
Appears in 1 contract
Sources: Blanket Purchase Agreement (Bpa)
Availability Management. The activities of the Availability management process include:
a. Analysis of application portfolio management, incidents Contractor shall implement and capacity to inform Availability requirements
b. Determining business unit Availability Requirements for a new or enhanced Service and formulating the Availability and recovery design criteria for the existing application services so that such Services are designed to deliver the appropriate levels of Availability
c. Determining the critical business functions and impact arising from IT component failure. Where appropriate, reviewing the Availability design criteria to provide additional resilience to prevent or minimize impact to STC Customer’s business.
d. Identifying opportunities to optimize the Availability of the Applications to deliver cost effective improvements that deliver tangible business benefits
e. Defining the targets for Availability, Reliability and Maintainability for the IT software components that underpin the application services to enable these to be documented and agreed within Service Levels, and contracts
f. Establishing measures and reporting of Availability, Reliability, and Maintainability, that reflects the STC Customer’s business and IT support organization perspectives
g. Monitoring and trend analysis of the Availability, Reliability and Maintainability of IT systems and components
h. Reviewing the application services, system, and component Availability, identifying unacceptable levels, and taking appropriate corrective actions to address Availability shortfalls
i. Investigating the underlying reasons for unacceptable Availability
j. Producing and maintaining a forward-looking Availability plan, which prioritizes and plans overall Availability improvements aimed at improving the overall Availability of the Project Services and Application components so that existing and future business Availability requirements can be met
k. Providing a range of IT Availability reporting to the MSI so that agreed levels of Availability, Reliability and Maintainability are measured and monitored on an ongoing basis The following list identifies manage the Availability Management practice across the Integrated Service Providers and other vendors, as directed by the Government. The Contractor shall ensure that the level of service availability delivered in all Integrated Services is matched to, or exceeds, the current and future needs of the mission, in a cost- effective manner. The Contractor shall define, analyze, plan, measure and improve all aspects of the availability of the Integrated Services. Contractor shall provide a point of focus and management for all availability-related issues, relating to both services and resources, ensuring that availability targets are established, measured, and achieved. Contractor shall regularly review the Government provided mission essential functions, and the availability, reliability, maintainability, and recovery requirements for each of those mission essential functions across the Integrated Service Provider will perform.
1Providers. Recommend Contractor shall collaborate and facilitate the Integrated Service Providers to provide a comprehensive view on availability and provide recommendations to the Government for improving availability. Contractor shall provide the Government approved recommendations into Continual Improvement for implementation. The Contractor shall create an annual Availability management policies and procedures and appropriate Availability management tools and methods that Plan to support STC Customer’s Availability management support requirements.
2. Assist the services offered in the EITS Environment with the implementation Integrated Service Providers. Contractor shall facilitate and coordinate the Integrated Service Providers in executing the Availability Plan. The Availability Plan shall provide for: how availability is improved, how availability aligns to mission needs, how availability is improved for unplanned outages, planned outages, and maintenance, how availability is tracked, monitored, and reported. Contractor shall coordinate, collate, and deliver a monthly consolidated report on all key elements of agreed-upon Availability management policies availability for all the Integrated Service Providers (including impact assessments, outage reports, service level attainment, and procedures.
3analysis of trends). Adhere to Availability management policies and procedures.
4. Provide STC Customer-authorized staff, MSI and designated personnel unrestricted read access to all Such report will include current and historical availability metrics and a 12-month rolling forecast. Contractor will retain at least 36 months of availability source data for all the Integrated Service Providers. Contractor shall provide recommendations for Availability knowledge base records.
5reporting and develop measures in cooperation with the Government. Participate in requirements analysis when new IT systems and services are being defined to ensure that Project Services are designed to deliver the required The monthly availability levels.
6. Assist in the creation of report should include elements such as: Mean time between failures Service Availability and recovery design criteria to be applied to new or enhanced Applications Unavailability Major Availability incidents (including impact) Service Outage Reports Planned versus actual downtime Customer complaints and system design.
7. Coordinate with the STC Customer IT service support and service delivery management personnel to researchcompliments Audit, reviewIncident, and assess Availability issues Problem reports Contractor shall track, monitor, and optimization opportunities.
8coordinate investigations of end to end performance of IT services and systems for each defined business function. Recommend appropriate tools Contractor shall provide analysis and practices reporting on a monthly basis, to measure include: Evolving business availability requirements with Customers Component failure impact analysis and report on agreed-upon Availability Service Levels identify single points of failure Mitigation strategies to reduce the likelihood of availability incidents and events Recommendations for new additional infrastructure and enhanced Applications.
9. Assist MSI with the implementation of approved Availability Service Level measurement tools and practices.
10. Monitor and maintain an awareness of technology advancements and IT best practices related resources (including cost estimates) to Availability optimization and periodically provide updates to STC Customer.
11. Assist in the coordination of Availability management across all IT service areas with STC Customer and third parties (e.g., public carriers, Internet Service Providers, Infrastructure Service Providers, etc.).
12. Assist STC Customer in Availability assessment review sessions and provide cost-justified improvement recommendations.
13. Coordinate with STC Customer and third-party Service Providers to gather information on IT systems and service Availability issues and trends to be used for trend analysis.
14. Review Full-Service Applications and Interfaces against Availability measures and take appropriate corrective actions to address Availability shortfalls, if such shortfalls are related to such Applications’ or Interfaces’ code.
15. Provide support and assistance to STC Customer and MSI in investigating the underlying reasons for unacceptable Availability.mitigate availability risks
Appears in 1 contract
Sources: Blanket Purchase Agreement (Bpa)