Service Management Standard Optimisation

Owned by Katharine Smith (Unlicensed)
Last updated: 31-12-2020 by Devishree Nath (Unlicensed)
7 min read
ID

RM90

Version2.0.2
TypeRoadmap Item


Title

Service Management Standard Optimisation

Description

Update to the Service Management Standard and other consequential changes

Date Added

Standards and Capabilities

Service Management Standard, Interoperability Standard,  IM1 - Interface Mechanism, Commercial Standard, Common Reporting, 

Change Route

Managed Capacity – Other

Change Type

Uplift

Status

Closed

Publication Date 
Effective Date

 

Incentives / Funding

No

Incentive Dates

N/A


Background

Suppliers were notified on 5th July 2019 that the Service Management Standard would be subject to an optimisation review. As a result of the review an uplifted draft Service Management Standard is proposed. The Commercial Standard and Interoperability Standard are also being uplifted in relation to this change.


Outline Plan

  1. Provide draft uplifted Service Management Standard on 13 February 2020 - Complete
  2. Invite review comments from suppliers by 17:00 on 21 February 2020 - Complete
  3. Address review comments at the next Market Governance Group meeting - Completed by correspondence
  4. Publish uplifted Service Management Standard v2.0.0 (mid March 2020 at the latest) - Complete
  5. The current Service Management Standard v1.1.0 will be retired on 31 December 2020 and the Effective Date for the new Service Management Standard v2.0.0 is 31 December 2020
  6. Suppliers can either choose to operate under Service Management Standard v1.1.0 or Service Management Standard v2.0.0 - Suppliers to indicate preference via Supplier Manager

Note: Initially, the uplift is presented via a Microsoft Office document set, however, the intention is to incorporate the requirements into Confluence. Other Standards expected to be uplifted are the Interoperability Standard and the Commercial Standard.


Summary of Change

A summary of the changes and a description of the document set is available in the 'Read-me' summary below.

Detailed below are the impacted Standards along with the amendments/additions required in each Standard.

Commercial Standard

The Commercial Standard is uplifted to include the updated Requirement document.

Amendments

Original Document

Updated document

Commercial Standard and Model Interface Licence.docx

Commercial Standard and Model Interface Licence 200309.docx

Common Reporting Standard

Additions

Requirement ID

Requirement Text

Level

CR-02

Reporting Functions Minimum Availability

Catalogue Solutions to provide the reporting functions applicable to the Catalogue Solution to the Service Recipient between the hours of 8am to 6pm daily.

MUST

CR-03

Provide Reporting Functions

Reporting functions to be provided whenever the Catalogue Solution is available for use by a customer.

SHOULD

CR-04

Reporting Functions to use up to date data

Data used in reporting to be fully up to date to enable decisions to be made without compromising patient care.

SHOULD

IM1 - Interface Mechanism

Additions 

Test Environments

ID
Requirement
Consumer or Provider
IM1 Type
Level
TE-IS-01For each Type 1 Catalogue Solution that includes one or more of the Qualifying Interfaces as defined within the Model Interface Licence, the Supplier must provide stable and secure supported test environments which can be utilised by any supplier that has entered into a Model Interface Licence (or equivalent) as a consumer of such Interface.ProviderAllMUST

TE-IS-02

With regard to the test environments required under requirement TE-IS-01, the test environments must be provisioned by the Supplier based on demand and be internet facing with no dependency on N3/HSCN.ProviderAllMUST
TE-IS-03The Supplier is required to produce a Fair Usage Policy as referred to in the Model Interface License to be applied to their Qualifying Interfaces. Within this statement, the Supplier shall declare their maximum capacity in respect of concurrent provision of supported test environments (which shall be agreed with the Catalogue Authority and amended from time to time with the consent of the parties) for the purposes of management of  capacity and scheduling of environment access to third party suppliers.ProviderAllMUST
TE-IS-04

With regard to the test environments required under requirement TE-IS-01, the Supplier must, within 5 Working Days of receipt of a request from the Catalogue Authority provide additional test environment capacity. 

This provision is subject to maximum Supplier capacity constraints as recorded in consideration of requirement TE-IS-03 above.

ProviderAllMUST
TE-IS-05With regard to the test environments required under requirement TE-IS-01, the Supplier must grant the Catalogue Authority sufficient rights to schedule and commit access to supported test environments to third party suppliers, without reference to the Supplier.ProviderAllMUST
TE-IS-06With regard to the test environments required under requirement TE-IS-01, the Supplier must ensure that they reflect the live environments.  Any differences identified between test and live environments are to be rectified within 48 hours.ProviderAllMUST
TE-IS-07With regard to the test environments required under requirement TE-IS-01, the Supplier shall ensure that each test environment is available for use by relevant Consumer Suppliers on a 24x7 basis with periods of planned downtime being minimised and notified to all relevant Consumer Suppliers.ProviderAllMUST
TE-IS-08The test environments provisioned under requirement TE-IS-01 are to support multiple suppliers connecting concurrently in line with scheduling as defined in TE-IS-05 (subject to any maximum capacity constraints identified under TE-IS-03).ProviderAllMUST
TE-IS-09The Supplier must ensure that a Consumer Supplier that has entered into a Model Interface Licence (or equivalent) is granted access and able to commence testing using the test environments provisioned as part of TE-IS-01 within 30 days, subject to: (a) the Consumer Supplier meeting its connection obligations; and (b) any maximum capacity constraints identified under TE-IS-03.ProviderAllMUST

Service Management

All the documents referenced in Service Management Standard are attached in Full Specification. 

Additions

Requirement Id

Requirement description

Level

Applicable to Type 1 and/or Type 2 Catalogue Solutions

SM001

The Supplier is fully accountable and responsible for the quality, service 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 Management Agent.

MUST

Both

SM003

The Supplier shall execute service management in accordance with industry good practice applicable to the technology and business criticality of the Catalogue Solution(s) provided.

MUST

Both

SM004

The Supplier must deliver an ITIL aligned Service Desk and shall classify all fulfilment requests as either an Incident or a Service Request.

MUST

Both

SM005

The Supplier shall comply with the following Service Management Agent's documents:
1) GPITF Framework 1 - Specific Incident Management Obligations
2) GPITF Framework 1 - Specific Change & Release Management

MUST

Both

SM006

The Supplier shall measure the performance of each Catalogue Solution against each of the Service Levels applicable to such Catalogue Solution.

MUST

Both

SM007

The Supplier shall operate a process for managing Planned Downtime in accordance 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 complaints process for the Service Management Agent, other suppliers, Service Recipients, Call Off Ordering Parties and other NHS stakeholders to utilise.

MUST

Both

SM009

The Supplier must provide up to 5 (the Service Management Agent shall determine 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 the management of the services delivered under the Framework.

MUST

Type 1 only

SM010

The Supplier shall provide training to the Service Management Agent's service management staff referred to in requirement SM009 to the extent required 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 determine 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 monitor 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 service management staff referred to in requirement SM011 to the extent required for them to be able to utilise the Supplier Service Performance Toolsets 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 retained for a minimum of two years or the duration of the Call Off Agreement (whichever is longer) in a manner that can be accessed by the Supplier and provided to the Service Management Agent within 48 hours of any request.

MUSTMUST

Both

SM014

To the extent the Service Management Agent can not access data as required, the Supplier must make such data available to the Service Management Agent no later than 24 hours after the Service Management Agent has requested such data (this time period excludes weekends and Bank Holidays), 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 to the Supplier. The Service Management Agent shall act 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 contacts and contact details who will join Service Management Agent calls on request (acting reasonably) for the following functions:
1) HSSI management;
2) Complaints raised by the Catalogue Authority or escalated to the Catalogue Authority;
3) Escalations raised by the Catalogue Authority or escalated to the Catalogue Authority;
4) Service Reviews;
5) Service Management Agent Change Advisory Boards;
6) Problem Management;
7) Incident Management;
8) General queries.

MUST

Type 1 only

SM016

The Supplier shall co-operate and collaborate with the Service Management Agent, other suppliers, Call Off Ordering Parties, Service Recipients and any other relevant stakeholders as appropriate to rectify and/or prevent issues 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 reasonably requested by the Service Management Agent, define and execute an appropriate Service Improvement Plan.

MUST

Type 1 only

SM018

The Supplier shall raise Problems for the root cause of all HSSIs and shall, unless otherwise agreed with the Service Management Agent acting reasonably, 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 from 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 breach of the obligations set out in this document are reasonably suspected to have occurred.

MUST

Both


Full Specification

The following new versions of existing Standards have now been published:



Assurance Approach

Supplier Solutions will go through compliance. See provided Traceability matrices for details.