Service Management Processes Sample Clauses

Service Management Processes. The following Service Management Processes will be used by VMU and IBM for managing the Services: a. Change Management is the process for planning, testing, coordinating, implementing and monitoring changes affecting service delivery and the operating environments without adversely impacting service delivery. b. Customer Communications Requests is the process for implementing minor enhancements for end users. c. Customer Profile Update is the process for updating tables. d. Database Report Requests is the process for specific database reporting. e. Escalation Management is the process for escalating and resolving issues associated with requests, incidents, and problems (for example, change requests, incident resolution requests). f. Incident Management is the process for minimizing the impact of Incidents affecting the availability of the Services, which is accomplished through active monitoring, analysis, tracking, and prevention of Incidents. g. Major Incident Management is the process for minimizing the impact of Major Incidents. This process includes the coordination of service remediation or recovery, notification and escalation, business mitigation planning, and outage review for a Major Incident and applies to all Major Incidents that IBM is responsible to manage (including Major Incidents for which IBM is responsible that are resolved by a Third Party or Subcontractor). h. The Measurements and Reporting process provides measurements to management and other service delivery processes to satisfy measurement requirements and comply with strategies, business needs, and key directions (in terms of quality, cost, performance, and resource control). This process is used to deliver contractually required service delivery and support measurements associated with the Service Levels and includes management and control of the computation, storage, and delivery of formatted data, indicators and reports to the users of such measurements. i. Problem Management is the process for identifying, recording, tracking, correcting and managing problems impacting service delivery, recognizing recurring problems, addressing procedural issues and containing or minimizing the impact of problems that occur. j. Recovery Management is the process for planning, establishing and testing the recovery procedures required to re-establish the functionality of systems included in the Services in the event of a system failure. This process also addresses the monitoring, assessing, and ...

Service Management Processes. 5.1. Performance measurement and reporting 1. A comparison of actual performance results versus performance targets for the current period and at least the two previous periods. 2. A report on customer-specific formal performance complaints received by a. Identify number of complaints received by type. b. Describe each complaint/associated performance incident and the affected customer(s). SLA quarterly performance reports can include additional tables, graphs or detailed performance data along other dimensions relevant to DAS Shared Financial Services. This may include a breakdown of performance results per geographic area, customer group or other dimensions. Upon review of the SLA quarterly performance report data, the EGS CUB may require the DAS SFS Program Manager to develop an action plan for any measure out of compliance with the agreed service level expectations/performance targets. At a minimum, an action plan will include: a. An analysis/statement of the root causes/reasons for not meeting the service level target(s). b. A description of corrective actions identified and recommended by the service provider in order to meet the agreed service level(s). c. A timeframe for the implementation of the corrective actions Requested action plans will be developed and presented at the next CUB meeting after the request for an action plan is communicated by the EGS CUB, and will be captured as an action item on the CUB meeting minutes.

Service Management Processes. Are processes and procedures used by the Supplier to deliver the Services, as set out in Attachment 6-B (Service Integration and Procedures Manual)