Common use of IT Service Management Clause in Contracts

IT Service Management. Riskonnect will manage the RCIMS software and all supporting software and hardware environments using an IT life cycle service management framework that utilizes industry standards and best practices such as those found in BSI 15000, ISO 9000, ISO 17799, ISO 20000, COBIT and ITIL/ITSM. A. Riskonnect will perform proactive and reactive operational support tasks that will result in the fulfillment of County RCIMS Service Level requirement performance targets RCIMS Performance and Service Levels. B. Riskonnect will perform 24x7x365 Incident logging, troubleshooting, resolution and escalation per Incident Service Level requirements. C. Riskonnect will perform routine health checks of the hardware, software and equipment utilized to provide Services to the County. County may also be able to monitor performance of the Riskonnect Service (including latency and uptime availability) by checking the County’s node [to be determined during implementation] at ▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇. ▇. ▇▇▇▇▇▇▇▇▇▇ will perform system changes in accordance with an agreed upon change management and notification process.

IT Service Management. Riskonnect will manage the RCIMS software and all supporting software and hardware environments using an IT life cycle service management framework that utilizes industry standards and best practices such as those found in BSI 15000, ISO 9000, ISO 17799, ISO 20000, COBIT and ITIL/ITSM. A. Riskonnect will perform proactive and reactive operational support tasks that will result in the fulfillment of County RCIMS Service Level requirement performance targets RCIMS Performance and Service Levels. B. Riskonnect will perform 24x7x365 Incident logging, troubleshooting, resolution and escalation per Incident Service Level requirements. C. Riskonnect will perform routine health checks of the hardware, software and equipment utilized to provide Services to the County. County may also be able to monitor performance of the Riskonnect Service (including latency and uptime availability) by checking the County’s node [to be determined during implementation] at ▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇. ▇. ▇▇▇▇▇▇▇▇▇▇ D. Riskonnect will perform system changes in accordance with an agreed upon change management and notification process.