ID	RM90
Version	2.0.2
Type	Roadmap Item

Title	Service Management Standard Optimisation
Description	Update to the Service Management Standard and other consequential changes
Date Added	13 Feb 2020
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	20 Mar 2020
Effective Date	31 Dec 2020
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

Provide draft uplifted Service Management Standard on 13 February 2020 - Complete
Invite review comments from suppliers by 17:00 on 21 February 2020 - Complete
Address review comments at the next Market Governance Group meeting - Completed by correspondence
Publish uplifted Service Management Standard v2.0.0 (mid March 2020 at the latest) - Complete
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
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

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-01	For 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.	Provider	All	MUST
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.	Provider	All	MUST
TE-IS-03	The 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.	Provider	All	MUST
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.	Provider	All	MUST
TE-IS-05	With 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.	Provider	All	MUST
TE-IS-06	With 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.	Provider	All	MUST
TE-IS-07	With 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.	Provider	All	MUST
TE-IS-08	The 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).	Provider	All	MUST
TE-IS-09	The 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.	Provider	All	MUST

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.