Common use of Incident Management System and Knowledge Management Database Clause in Contracts

Incident Management System and Knowledge Management Database. The Incident Management System and the central Knowledge Management Database are Service Management Systems. The Contractor shall manage and operate the Incident Management System and Knowledge Management Database across all Integrated Service Providers providing Integrated Services. The Contractor shall implement and maintain the Incident Management System that will serve as the single source of information regarding Incidents for the Integrated Services. Contractor shall ensure that all information necessary to record Incidents, track Incidents, and support Incident Management is required and maintained, as identified in the SMM. The Contractor shall provide for logging of all modifications to Incident Records, to provide full tracking, audit trail, and change control at the named-user level. The Contractor shall integrate with other incident management systems of the Government, Service Providers, and other vendors as needed. The Contractor shall implement and maintain the central Knowledge Management Database (KMD) that is used to capture, store, and retrieve information and solutions for reuse by the Integrated Service Providers, other vendors, and Customers. At a minimum, Contractor shall collect information to populate the KMD based on the processing of Incidents, Service Requests, Projects, and On-Going Programs. Contractor shall ensure the KMD enables the sharing of policies, procedures, best practices, and the methods to resolve Incidents.

Incident Management System and Knowledge Management Database. The Incident Management System and the central Knowledge Management Database are Service Management Systems. The Contractor shall manage and operate the Incident Management System and Knowledge Management Database across all Integrated Service Providers providing Integrated Services. The Contractor shall implement and maintain the Incident Management System that will serve as the single source of information regarding Incidents for the Integrated Services. Contractor shall ensure that all information necessary to record Incidents, track Incidents, and support Incident Management is required and maintained, as identified in the SMM. The Contractor shall provide for logging of all modifications to Incident Records, to provide full tracking, audit trail, and change control at the named-user level. The Contractor shall integrate with other incident management systems of the Government, Service Providers, and other vendors as needed. The Contractor shall implement and maintain the central Knowledge Management Database (KMD) that is used to capture, store, and retrieve information and solutions for reuse by the Integrated Service Providers, other vendors, and Customers. At a minimum, Contractor shall collect information to populate the KMD based on the processing of Incidents, Service Requests, Projects, and On-Going Programs. Contractor shall ensure the KMD enables the sharing of policies, procedures, best practices, and the methods to resolve Incidents.