Service Management

IDS65
Version2.0.1
Type
Overarching Standard
StatusEffective
Effective Date 


Description

Supports suppliers in the delivery and management of services that support and provide their Solutions.Service Management Standard comprises the 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 performance and, where applicable, Service Credits, that information is set out in:

  • For Type 1 Catalogue Solutions: in schedule 2.5 (Performance Levels) of the GPITF Framework 1 Lot 1 Framework Agreement; and
  • For Type 2 Catalogue Solutions: in schedule 2.1 (Performance Levels) of the GPITF Framework 1 Lot 1 Call Off Agreement


Requirements

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

Performance Regime Template For Type 2 Catalogue Solutions

Other Documents Referenced Within Components Of The Standard



Capabilities

Applicable Capabilities

All suppliers Solutions delivering any Capabilities will need to meet this Standard.


Roadmap

Items on the Roadmap which impact or relate to this Standard

Suppliers will not be assessed or assured on these Roadmap Items as part of Onboarding