Common use of Service Management Manual Clause in Contracts

Service Management Manual. The Contractor shall develop and maintain the Service Management Manual (SMM) for coordination, management, and reporting of the Integrated Service Providers across the Integrated Environment. The SMM outlines the operational activities designating ITIL- based performance standards, processes, and polices for the EITSI interaction with the Service Providers for the delivery of the Integrated Services. The SMM specifies the organization, the tasks, and responsibilities associated with elements in the delivery of the Integrated Services. It contains documentation required, methodologies used, standards, practices, conventions followed, and details regarding tasks, reviews, and audits conducted to ensure that services meet all contractual requirements. Contractor shall manage the processes and procedures to support the Integrated Environment, such that the objectives, scope, and principles of the Integrated Environment are achieved. Contractor shall ensure that Service Providers provide all documents and processes that support and describe the scope of the Service Provider services in the SMM. Contractor shall provide a taxonomy for the organization of the SMM that will accomplish the purpose and goals for the SMM to be the essential repository of all operational knowledge for the EITS Environment. Contractor shall regularly examine and optimize the organization of the SMM to improve the operating environment across all the Integrated Service Providers. Contractor shall develop the definition and documentation of:  the policies in the SMM, which set the objectives, scope and principles that will ensure the success of the Integrated Environment, as provided and approved by the Government.  the processes, sub-processes, and procedures for the Integrated Environment in the SMM, as approved by the Government.  the sub-processes, procedures, and SOPs, for the Integrated Environment to support individual Customers and Customer environments in the SMM, as approved by the Government. Contractor shall verify and report on the effective compliance with the SMM policies, processes, and procedures by the Integrated Service Providers, Customers, and other vendors. Contractor shall provide analysis on such verification and reporting at least twice per year. Contractor shall provide an online feedback mechanism to solicit and resolve user comments, corrections, and questions. Contractor shall secure access to the SMM such that authorized users have appropriate access to the portions that support their function. In particular, the Contractor shall secure the portions of the SMM that pertain to the SIPRNet Environment are only accessible to those authorized users with credentials to work in the SIPRNet Environment. Contractor shall document issues with the SMM with the service desk as Problems and resolve these issues through the Problem Management practice. Contractor shall manage corrective actions with the Integrated Service Providers and validate required changes with the Government. Contractor shall report on Problems and corrective actions against the SMM monthly. In no event will any term or entry in the SMM reduce, limit, or otherwise adversely affect the provisions of this PWS and any Call Order, or the rights or benefit of the Government or the Customers provided for under this PWS and any Call Order. 5.2.6.1 SMM Contents

Service Management Manual. The Contractor shall develop and maintain the Service Management Manual (SMM) for coordination, management, and reporting of the Integrated Service Providers across the Integrated Environment. The SMM outlines the operational activities designating ITIL- ITIL 4- based performance standards, processes, and polices for the EITSI interaction with the Service Providers for the delivery of the Integrated Services. The SMM specifies the organization, the tasks, and responsibilities associated with elements in the delivery of the Integrated Services. It contains documentation required, methodologies used, standards, practices, conventions followed, and details regarding tasks, reviews, and audits conducted to ensure that services meet all contractual requirements. Contractor shall manage the processes and procedures to support the Integrated Environment, such that the objectives, scope, and principles of the Integrated Environment are achieved. Contractor shall ensure that Service Providers provide all documents and processes that support and describe the scope of the Service Provider services in the SMM. Contractor shall provide a taxonomy for the organization of the SMM that will accomplish the purpose and goals for the SMM to be the essential repository of all operational knowledge for the EITS Environment. Contractor shall regularly examine and optimize the organization of the SMM to improve the operating environment across all the Integrated Service Providers. Contractor shall develop the definition and documentation of:  the The policies in the SMM, which set the objectives, scope scope, and principles that will ensure the success of the Integrated Environment, as provided and approved by the Government. Government  the The processes, sub-processes, and procedures for the Integrated Environment in the SMM, as approved by the Government. Government  the The sub-processes, procedures, and SOPs, for the Integrated Environment to support individual Customers and Customer environments in the SMM, as approved by the Government. Government Contractor shall verify and report on the effective compliance with the SMM policies, processes, and procedures by the Integrated Service Providers, Customers, and other vendors. Contractor shall provide analysis on such verification and reporting at least twice per year. Contractor shall provide an online feedback mechanism to solicit and resolve user comments, corrections, and questions. Contractor shall secure access to the SMM such that authorized users have appropriate access to the portions that support their function. In particular, the Contractor shall secure the portions of the SMM that pertain to the SIPRNet Environment are only accessible to those authorized users with credentials to work in the SIPRNet Environment. Contractor shall document issues with the SMM with the service desk as Problems and resolve these issues through the Problem Management practice. Contractor shall manage corrective actions with the Integrated Service Providers and validate required changes with the Government. Contractor shall report on Problems and corrective actions against the SMM monthly. In no event will any term or entry in the SMM reduce, limit, or otherwise adversely affect the provisions of this PWS and any Call Order, or the rights or benefit of the Government or the Customers provided for under this PWS and any Call Order. 5.2.6.1 SMM Contents