| Page Properties | ||||||||
|---|---|---|---|---|---|---|---|---|
| ||||||||
|
| Page Properties | ||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||||||||||||
|
...
The Service Management Standard version 2.1.0 has now expired and a new version has been created, Service Management Standard version 3.0.0.
Suppliers are required to onboard onto The the Service Management Standard version 3.0.0.
The Service Management Standard has consolidated the GPIT Futures, Tech Innovation, and DFOCVC all Framework requirements into a single requirements table, and with an additional column added named ‘Applicable Framework(s)’. This column will display the Frameworks that are applicable to each individual requirement , which will eliminate the need for multiple tables and duplicate requirements within the Standard.
...
Details of the change will be made available to Suppliers via a draft version of the Service Management Standard (please see Full Specification). Existing Suppliers need to ensure they are compliant with the changes by the Effective Date.
Summary of Change
...
Service Management: Patch Changes applied |
|---|
|
Service Management: Requirements updated | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|
Applicable Framework(s) | Requirement ID | Requirement Description | Level | Applicable to Type 1 and/or Type 2 Catalogue Solutions | ||||||
| SM005 | The Supplier shall comply with the following Service Management Agent's documents: |
| Both | ||||||
|
| The Supplier shall comply with the following Catalogue Authority documents: |
| Type 2 only | ||||||
| SM006 | The Supplier shall measure the performance of each Catalogue Solution against each of the |
| Both | ||||||
|
| The Supplier shall measure the performance of each Catalogue Solution against each of the Service Levels applicable to such Catalogue Solution as set out in the Catalogue Solution
|
| Type 2 only | ||||||
| SM007 | The Supplier shall operate a process for managing Planned Downtime in accordance with the requirements for the same set out in the relevant Catalogue Solution Service Levels document. |
| Type 1 only | ||||||
|
| The Supplier shall operate a process for managing Planned Downtime in accordance with the requirements for the same set out in Catalogue Solution Service Levels document.
|
| Type 2 only | ||||||
All | SM008 |
The Supplier must operate and publish an effective escalation | ||||||||
process for the Service Management Agent, other Suppliers, Service Recipients, Call Off Ordering Parties and other NHS stakeholders to utilise which must be in accordance with the Escalation |
Management Obligations Document. |
| Both | |||||||||
|
|
|
| |||||||
| SM023 | The Supplier must provide a monthly capacity report that covers all relevant services and offerings. |
| Type 1 only | ||||||
|
|
|
| |||||||
All | SM014 | To the extent the Service Management Agent/Catalogue Authority can not access data as required, the Supplier must make such data available to the Service Management Agent/Catalogue Authority no later than 24 hours after the Service Management Agent/Catalogue Authority has requested such data, or where that the data is required urgently (such as to respond to a Parliamentary question), no more than 4 hours from the request being made by the Service Management Agent/Catalogue Authority to the Supplier. The Service Management Agent/Catalogue Authority shall act reasonably and give due regard to the impact on the Supplier when making such requests. |
| Both | ||||||
|
| The Supplier shall provide the Catalogue Authority with details of the Supplier’s service hosting arrangements/providers and named contacts and contact details who will join Catalogue Authority calls on request (acting reasonably) for the following functions:
|
| Type 2 only | ||||||
| SM018 |
The Supplier shall comply with the Problem Management Obligations document. |
| Type 1 only |
Summary of the patch changes are highlighted below:
...
Uplift:
Service Management Standard to version 3.0.0
Retire Service Management Standard version 2.1.0
Retire Service Management Standard version 2.0.1
Spelling/grammar/formatting fixes
Merged GPIT Futures, Tech Innovation and DFOCVC requirements into a single requirements table adding the ‘Applicable Framework(s)’ column
Requirements to be removed:
...
|
| The Supplier shall raise Problems for the root cause of all HSSIs and shall, unless otherwise agreed with the Catalogue Authority acting reasonably, fix such Problems within 60 Working Days. |
| Type 2 only |
Service Management: Other Documents Referenced Within Components Of The Standard updated |
|---|
|
Full Specification
...