General Request Management Clause Samples
The General Request Management clause establishes the procedures and responsibilities for handling and processing requests between parties under an agreement. It typically outlines how requests should be submitted, the required format or channels (such as email or a designated portal), and the expected timelines for acknowledgment and response. By providing a clear framework for managing requests, this clause ensures efficient communication, reduces misunderstandings, and helps both parties track and fulfill obligations in a timely manner.
General Request Management. Service Provider’s responsibilities include:
1. Manage the effective execution of Request Management to achieve its primary purpose to fulfill service requests within the agreed Service Levels and promote Customer and Authorized User satisfaction.
2. Provide for mechanisms to support ordering and billing to other Service Component Provider(s) and designated Third Party Vendors, for requests associated with the delivery of Services and where authorized by DIR or DIR Customers.
3. Ensure that detailed audit trail information be recorded of all activity that creates, changes, or deletes data and user access to systems that contain DIR and DIR Customer data.
4. End-to-end traceability must be provided even when transactions span across multiple Applications, systems components, or parties.
5. Provide effective Request Governance to ensure the following:
5.1. Clearly define and document the type of Service Requests that will be handled within the Request Management process so that all parties are absolutely clear on the scope of Service Requests and the Request Management process.
5.2. Establish and continually maintain definitions of all services, including descriptions, what services will be standardized, what services require a custom solution, and what services and components can be requested through each medium (e.g. Service Desk, Portal, Service Catalog, RFS).
5.3. Establish and continually maintain Authorized Users lists on who is authorized to make Service Requests and what requests they are entitled to make.
5.4. Communication to DIR and DIR Customers on the definition of services, the Request Management processes and changes thereto.
5.5. Regular training for Authorized Users on Request Management processes, service definitions, and request mediums.
5.6. Regularly collect feedback from Authorized Users on the effectiveness of Request Management, and engage in activities to improve.
6. Enable multiple mediums for accepting Service Requests, including the Service Desk, online Web portal, and Service Catalog.
6.1. Enable the use of online self-service to allow Authorized Users to enter Service Requests through a “menu”-type selection, so that they can select and input details of Service Requests from a pre-defined list.
7. Develop and document processes and procedures regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may support...