Common use of Problem Management Clause in Contracts

Problem Management. The Problem Management Process will minimize the adverse effect on the business of Incidents and “Problems” (as defined below) 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 responsibilities include: 1. Actively participate in work with the MSI to develop and document processes. 2. Actively cooperate in information exchange between and among the Service Provider, the MSI, other DCS Service Provider(s), DIR and DIR Customer, and/or Third Party Vendor(s) to improve end-to-end Problem Management. 3. Integrate with the MSI Problem Management process. 4. Integrate Service Provider Problem Management process with the Problem Management process of the MSI, DIR, DIR Customers and DCS Service Providers, where the processes interact. 5. Integrate Service Provider’s Problem Management process with the other Service Management processes, especially Incident Management, Availability Management, Configuration Management, Service Level Management, Change Management, and Release Management. 6. Communicate and coordinate Problem Management processes within Service Provider own organization, and as appropriate to DCS Service Providers associated with providing Services. 7. Actively participate in defining Problem Management Policies and procedures, as approved by DIR, which the objectives, scope and principals that will ensure the success of the Problem Management processes. 7.1. Provide effective and agreed mechanisms for properly complying with the Problem Management Policies. 8. Actively participate and effectively execute Root Cause Analysis and meet action item commitments assigned by the process. 9. Actively participate in the regularly scheduled Problem Management meetings of the MSI to prioritize the Resolution of Problems. 10. Provide means for Problem records to be created from all relevant sources, specifically including Service Provider system tools and event monitoring systems. 11. Enable the MSI to track requests for Problem Management initiation, by source, organization and Authorized User. 12. Implement means for using the MSI prioritization of 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. Implement means for using the MSI categorization of Problems / Known Errors using the categorization model agreed to and approved by DIR and which aligns with the method for categorizing incidents. 14. Implement processes to use the MSI Problem Management System. 14.1. As part of those Problem Management processes, also implement the use of the MSI Known Error Database / Knowledge Database 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, DCS Service Providers and authorized Third Party Vendors. 15. Train Service Provider personnel in the use of the MSI Problem Management System and Known Error Database / Knowledge Database. 16. Coordinate Problem tracking efforts and notifications to the MSI and DCS Service Providers, and maintain regular communications between all parties until Problem Resolution. 17. Coordinate all activity for Problem resolution with the MSI until the Problem is closed. 18. Actively participate in 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 through the MSI, and in compliance with the processes in the Service Management Manual.