Problem Management. The Problem Management Process will minimize the adverse effect on the business of Incidents and Problems caused by errors in the IT infrastructure, Applications, systems and supporting components, and will proactively prevent the occurrence of Incidents and Problems by identifying and eliminating causes of failure. Service Provider’s responsibilities include: 1. Facilitate and lead in the development and documentation of processes with Service Provider and other Service Component Provider(s). 2. Facilitate and lead information exchange between and among Service Provider and other Service Component Provider(s), DIR and DIR Customer, and/or Third Party Vendor(s) to improve end-to-end Problem Management. 3. Enable the integration of other Service Component Provider(s) to the Problem Management process. 4. Integrate Service Provider’s Problem Management process with the Problem Management process of other Service Component Provider(s), DIR, DIR Customers, and Third Party Vendor(s), where the processes interact. 5. Integrate Service Provider’s Problem Management process with the other Service Management processes, including Incident Management, Availability Management, Configuration Management, Service Level Management, Change Management and Release Management. 6. Communicate and coordinate the Problem Management Process within Service Provider’s own organization, other Service Component Provider(s), DIR, DIR Customers, and designated Third Party Vendor(s). 6.1. Provide on-going methods for training Service Provider staff, other Service Component Provider(s), DIR, DIR Customers and designated Third Party Vendors on the Problem Management Process. 7. Facilitate and lead in the definition and documentation of Problem Management Policies, as approved by DIR, which set the objectives, scope and principles that will ensure the success of the Problem Management processes. 7.1. Routinely verify the effective compliance with the Problem Management Policies by Service Provider, other Service Component Provider(s), and designated Third Party Vendors. 8. Effective execution of Root Cause Analysis. 9. Conduct regularly scheduled Problem Management meetings to prioritize the Resolution of Problems across other Service Component Provider(s). 9.1. Document and publish Problem Management meetings status reports to all relevant stakeholders, including DIR, DIR Customers, other Service Component Providers and authorized Third Party Vendors. 10. Provide means for Problem records to be created from all relevant sources, specifically including the following: 10.1. Staff of Service Provider. 10.2. The Service Desk. 10.3. Incident Management processes and Incident Management System. 10.4. Event Monitoring systems and tools. 10.5. Other Service Component Provider(s) and authorized Third Party Vendors. 10.6. The systems development and release processes. 10.7. DIR and DIR Customers. 10.8. Root Cause Analysis reporting. 11. Track requests for Problem Management initiation, by source, organization and Authorized User. 12. Provide a means for prioritizing Problems / Known Errors based on considerations of business impact, urgency and severity using the prioritization model agreed to and approved by DIR and which aligns with the method for prioritizing Incidents. 13. Provide a means for categorizing Problems / Known Errors using the categorization model agreed to and approved by DIR and which aligns with the method for categorizing Incidents. 14. Implement a Problem Management System, including the integration of systems and processes of other Service Component Provider(s). 14.1. As part of the Problem Management System, provide a Known Error Database or Knowledge Database that will be used for storing knowledge, records and information regarding previous Problems, Known Errors, workarounds and incidents (including both diagnostic and Resolution information), and which will be available for use by all relevant stakeholders, including DIR, DIR Customers, other Service Component Provider(s) and authorized Third Party Vendors. 15. Train all relevant stakeholders in the use of the Problem Management System and Known Error Database / Knowledge Database. 16. Coordinate Problem tracking efforts and notifications to the Service Desk and Third Party Vendor(s) and maintain regular communications between all parties until Problem Resolution. 17. Retain overall responsibility and ownership of all Problems until the Problem is closed subject to DIR Customer approval. 18. Conduct Major Problem Reviews associated with all Major Incidents that arise or may arise out of the Services. 18.1. Coordinate all communications and notices for Major Problem Reviews to all relevant stakeholders, including other Service Component Provider(s), DIR, DIR Customers, and in compliance with the processes in the Service Management Manual.
Appears in 2 contracts
Sources: Master Services Agreement, Master Services Agreement
Problem Management. The Problem Management Process will minimize the adverse effect on the business of Incidents and Problems caused by errors in the IT infrastructure, Applications, systems and supporting components, and will proactively prevent the occurrence of Incidents and Problems by identifying and eliminating causes of failure. Service Provider’s responsibilities include:
1. Facilitate and lead in the development and documentation of processes with Service Provider and other Service Component Provider(s).
2. Facilitate and lead information exchange between and among Service Provider and other Service Component Provider(s), DIR and DIR Customer, and/or Third Party Vendor(s) to improve end-to-end Problem Management.
3. Enable the integration of other Service Component Provider(s) to the Problem Management process.
4. Integrate Service Provider’s Problem Management process with the Problem Management process of other Service Component Provider(s), DIR, DIR Customers, and Third Party Vendor(s), where the processes interact.
5. Integrate Service Provider’s Problem Management process with the other Service Management processes, including Incident Management, Availability Management, Configuration Management, Service Level Management, Change Management and Release Management.
6. Communicate and coordinate the Problem Management Process within Service Provider’s own organization, other Service Component Provider(s), DIR, DIR Customers, and designated Third Party Vendor(s).
6.1. Provide on-going methods for training Service Provider staff, other Service Component Provider(s), DIR, DIR Customers and designated Third Party Vendors on the Problem Management Process.
7. Facilitate and lead in the definition and documentation of Problem Management Policies, as approved by DIR, which set the objectives, scope and principles that will ensure the success of the Problem Management processes.
7.1. Routinely verify the effective compliance with the Problem Management Policies by Service Provider, other Service Component Provider(s), and designated Third Party Vendors.
8. Effective execution of Root Cause Analysis.
9. Conduct regularly scheduled Problem Management meetings to prioritize the Resolution of Problems across other Service Component Provider(s).
9.1. Document and publish Problem Management meetings status reports to all relevant stakeholders, including DIR, DIR Customers, other Service Component Providers and authorized Third Party Vendors.
10. Provide means for Problem records to be created from all relevant sources, specifically including the following:
10.1. Staff of Service Provider.
10.2. The Service Desk.
10.3. Incident Management processes and Incident Management System.
10.4. Event Monitoring systems and tools.
10.5. Other Service Component Provider(s) and authorized Third Party Vendors.
10.6. The systems development and release processes.
10.7. DIR and DIR Customers.
10.8. Root Cause Analysis reporting.
11. Track requests for Problem Management initiation, by source, organization and Authorized User.
12. Provide a means for prioritizing Problems / Known Errors based on considerations of business impact, urgency and severity using the prioritization model agreed to and approved by DIR and which aligns with the method for prioritizing Incidents.
13. Provide a means for categorizing Problems / Known Errors using the categorization model agreed to and approved by DIR and which aligns with the method for categorizing Incidents.
14. Implement a Problem Management System, including the integration of systems and processes of other Service Component Provider(s).
14.1. As part of the Problem Management System, provide a Known Error Database or Knowledge Database that will be used for storing knowledge, records and information regarding previous Problems, Known Errors, workarounds and incidents (including both diagnostic and Resolution information), and which will be available for use by all relevant stakeholders, including DIR, DIR Customers, other Service Component Provider(s) and authorized Third Party Vendors.
15. Train all relevant stakeholders in the use of the Problem Management System and Known Error Database / Knowledge Database.
16. Coordinate Problem tracking efforts and notifications to the Service Desk and Third Party Vendor(s) and maintain regular communications between all parties until Problem Resolution.
17. Retain overall responsibility and ownership of all Problems until the Problem is closed subject to DIR Customer approval.
18. Conduct Major Problem Reviews associated with all Major Incidents that arise or may arise out of the Services.
18.1. Coordinate all communications and notices for Major Problem Reviews to all relevant stakeholders, including other Service Component Provider(s), DIR, DIR Customers, and in compliance with the processes in the Service Management Manual.
Appears in 1 contract
Sources: Master Services Agreement