Common use of Configuration Management System Clause in Contracts

Configuration Management System. Service Provider’s responsibilities include: 1. Provide and maintain a CMS / CMDB that will serve as the single source of information regarding all Configuration Items for Service Provider Services, other Service Component Provider(s) Services, and designated Third Party Vendors. 1.1. Provide access to the CMS / CMDB to other Service Component Provider(s), DIR, DIR Customers, and authorized Third Party Vendors, which access shall include all appropriate and required licenses and/or interfaces. 2. Ensure that all Configuration data related to the Services resides in the CMS / CMDB. 3. Integrate the CMS / CMDB with other systems for Service Management, including Incident Management, Problem Management, Change Management, and Release Management. 4. Integrate the CMS / CMDB with the Configuration Management Systems of other Service Component Provider(s) and designated Third Party Vendors. 4.1. Integrate the CMDB with the Configuration Management Databases of other Service Component Provider(s), and designated Third Party Vendor(s), as directed by DIR. 4.2. Enable interfaces to integrate with the CMS / CMDB of other Service Component Provider(s), DIR, DIR Customers and authorized Third Party Vendors, as directed by DIR. 5. Limit access to the CMS / CMDB to the agreed levels (e.g. by DIR Customer) for the type of Authorized Users who require access to the systems. 6. Provide Service Provider personnel, other Service Component Provider(s) personnel, DIR, DIR Customers and authorized Third Party Vendors with appropriate training in using the CMS / CMDB. 7. Grant DIR and DIR Customers access to the database(s) of the CMS / CMDB, and allow DIR to monitor and view on an ongoing basis. 8. The CMS / CMDB shall at a minimum support the following: 8.1. Maintain the relationships between all service components and any related incidents, problems, known errors, change and release documentation. 8.2. Provide a customizable set of views for different stakeholders through the service lifecycle. 8.3. Consolidate data from several physical CMDBs as necessary, which together constitute a federated CMS. 8.4. Automate processes, discovery tools, inventory and validation tools, enterprise systems and network management tools, etc. to load and update the CMS / CMDB. 8.5. Mapping of logical information to physical assets (e.g. Applications, software, DR RTO/RPO, Billing Field, virtual server instance associations with physical hosts) 9. Maintain the CMS / CMDB to meet performance standards, to maximize efficiency, and to minimize outages, as necessary. 9.1. Designate performance standards for the CMS / CMDB in the Service Management Manual. 10. Maintain, update, and implement the CMS / CMDB archive processes and procedures needed to recover from an outage or corruption within designated timeframes in order to meet DIR and DIR Customers’ business requirements. 11. Provide CMS / CMDB physical database management support, including providing backups and restores of data within designated timeframes. 12. Install, maintain, and support CMS / CMDB related database Software products. 13. Test and implement CMS / CMDB database environment changes, as approved by DIR. 14. Proactively provide capacity planning for the CMS / CMDB to prevent situations caused by lack of capacity (i.e. dataset or table space capacity events, full log files, etc.). 15. Correct situations caused by lack of CMS / CMDB capacity within designated timeframes (i.e. dataset or table space capacity events, full log files, etc.).