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Supports suppliers in the delivery and management of services that suppo= rt and provide their Solutions.Service Management Standard comprises t= he following requirements:
Note : Type 1 and Type 2 Catalogue Solutions has the meaning as defined = in Catalogue Agreement.
With regard to performance management, remedies associated with poor per= formance and, where applicable, Service Credits, that information is set ou= t in:
Requirement ID |
Requirement description |
Level |
Applicable to Type 1 and/or Type 2 Catalogue Solutions<= /p> |
SM001 |
The Supplier is fully accountable and responsible for the quality, servi= ce management and provision of its Catalogue Solution(s). |
MUST= |
Both |
SM002 |
The Supplier shall act in an open, honest and professional manner at all= times, when engaging with all stakeholders including the Service Managemen= t Agent. |
MUST= |
Both |
SM003 |
The Supplier shall execute service management in accordance with industr= y good practice applicable to the technology and business criticality of th= e Catalogue Solution(s) provided. |
MUST= |
Both |
SM004 |
The Supplier must deliver an ITIL aligned Service Desk and shall classif= y all fulfilment requests as either an Incident or a Service Request. = td> |
MUST= |
Both |
SM005 |
The Supplier shall comply with the following Service Management Agent's =
documents: |
MUST= |
Both |
SM006 |
The Supplier shall measure the performance of each Catalogue Solution ag= ainst each of the Service Levels&n= bsp;applicable to such Catalogue Solution. |
MUST= |
Both |
SM007 |
The Supplier shall operate a process for managing Planned Downtime in ac= cordance with the requirements for the same set out in GPITF Type 1 Catalogue Solution Service Levels |
MUST= |
Type 1 only |
SM008 |
The Supplier must operate and publish an effective escalation and compla= ints process for the Service Management Agent, other suppliers, Service Rec= ipients, Call Off Ordering Parties and other NHS stakeholders to utilise.= p> |
MUST= |
Both |
SM009 |
The Supplier must provide up to 5 (the Service Management Agent shall de= termine how many within this constraint) of the Service Management Agent's = service management staff with remote, read only and real-time access to the= Supplier Service Management Toolsets to the extent necessary to monitor th= e management of the services delivered under the Framework. |
MUST= |
Type 1 only |
SM010 |
The Supplier shall provide training to the Service Management Agent's se= rvice management staff referred to in requirement SM009 to the extent requi= red for them to be able to utilise the Supplier Service Management Toolsets= effectively and to interpret the information accessed accurately. |
MUST= |
Type 1 only |
SM011 |
The Supplier must provide up to 5 (the Service Management Agent shall de= termine how many within this constraint) of the Service Management Agent's = service management staff with remote, read only and real-time access to the= Supplier Service Performance Toolsets used by the Supplier's staff to moni= tor the performance of the services delivered under the Framework. |
MUST= |
Type 1 only |
SM012 |
The Supplier shall provide training to the Service Management Agent's se= rvice management staff referred to in requirement SM011 to the extent requi= red for them to be able to utilise the Supplier Service Performance Toolset= s effectively and to interpret the information accessed accurately. |
MUST= |
Type 1 only |
SM013 |
The Supplier shall ensure that all data used within the Supplier Service= Management Toolsets and Supplier Performance Management Toolsets is retain= ed for a minimum of two years or the duration of the Call Off Agreement (wh= ichever is longer) in a manner that can be accessed by the Supplier and pro= vided to the Service Management Agent within 48 hours of any request. = td> |
MUSTMUST |
Both |
SM014 |
To the extent the Service Management Agent can not access data as requir= ed, the Supplier must make such data available to the Service Management Ag= ent no later than 24 hours after the Service Management Agent has requ= ested such data (this time period excludes weekends and Bank Holidays), or = where that the data is required urgently (such as to respond to a Parliamen= tary question), no more than 4 hours from the request being made by the Ser= vice Management Agent to the Supplier. The Service Management Agent shall a= ct reasonably and give due regard to the impact on the Supplier when making= such requests. |
MUST= |
Type 1 only |
SM015 |
The Supplier shall provide the Service Management Agent with named conta=
cts and contact details who will join Service Management Agent calls on req=
uest (acting reasonably) for the following functions: |
MUST= |
Type 1 only |
SM016 |
The Supplier shall co-operate and collaborate with the Service Managemen= t Agent, other suppliers, Call Off Ordering Parties, Service Recipients and= any other relevant stakeholders as appropriate to rectify and/or prevent i= ssues with the quality or performance of the Catalogue Solution(s). |
MUST= |
Both |
SM017 |
Where any aspect of the criteria in the balanced scorecard Service Level= scores less than the highest score available, the Supplier shall, where re= asonably requested by the Service Management Agent, define and execute an a= ppropriate Service Improvement Plan. |
MUST= |
Type 1 only |
SM018 |
The Supplier shall raise Problems for the root cause of all HSSIs and sh= all, unless otherwise agreed with the Service Management Agent acting reaso= nably, fix the Problem within 60 Working Days. |
MUST= |
Type 1 only |
SM019 |
The Supplier shall, within 10 Working Days of the receipt of a request f= rom the Service Management Agent, provide evidence to demonstrate that they= are compliant with one or more of the obligations set out in this document= . The Service Management Agent shall only issue such requests where a breac= h of the obligations set out in this document are reasonably suspected to h= ave occurred. |
MUST= |
Both |
All suppliers Solutions delivering any Capabilities will need to meet this Standard.
Suppliers will not be assessed or assured on these Roadmap Items as part= of Onboarding
Roadmap Item | Standards and Capabilities | Status | Effective Date | Description | Change Type | Change Route |
---|---|---|---|---|---|---|
STMA = Uplifts to Service Management Standard |
Draft |
Changes to the Service Management= Overarching Standard to align across all procurement products |
Uplift |
Managed Capacity - Other |