IT Service Management. Riskonnect will manage the RCIMS software and all supporting software and hardware environments using an IT life cycle service management framework that utilizes industry standards and best practices such as those found in BSI 15000, ISO 9000, ISO 17799, ISO 20000, COBIT and ITIL/ITSM.
IT Service Management. EIS and Customer will mutually agree upon processes to support event management, incident management, problem management and change management, as applicable. Customer agrees not to make or to allow a third party to make changes to the System or the Software, including but not limited to changes to firmware or system configuration or installation of hotfixes or updates, without prior agreement from EIS via the established change management process. Changes to the System or Software without prior agreement from EIS may result in additional fees and may lead to outages, and unplanned delays which in no event shall be considered a breach by EIS of the Contract.
IT Service Management a. Contractor shall manage the PIMS and all supporting software and hardware environments under a consistent set of IT life cycle service management framework that utilizes industry standards and best practices.
IT Service Management. 3.1 The Contractor shall manage the solution and all supporting software and hardware within the Contractor’s hosted environment under a consistent set of IT life cycle service management framework that utilizes industry standards and best practices.
IT Service Management. Contractor shall manage County Systems under a consistent set of IT life cycle services that utilizes industry standards and best practices such as those found in BSI 15000, ISO 9000, ISO 17799, ISO 20000, COBIT and ITIL/ITSM.
IT Service Management. The Metrolinx PRESTO operations team receives and processes service requests, incidents and problems which originate from three (3) sources – Cardholders, SPs and other automated and manual events. Metrolinx leverages IT service management to govern the delivery of support services. Two core processes implemented are defined and described under the Incident and Problem Management sections below:
IT Service Management. Is a lifecycle approach that emphasises the importance of coordination and control across the various people, processes, and technology necessary to manage IT Services. It considers the lifecycle stages (Service Strategy, Service Design, Service Transition and Service Operation), as well as Continuous Improvement of IT Services.
IT Service Management. The Contractor shall manage the solution and all supporting Software and Hardware environments under a consistent IT life cycle service management framework that utilizes industry standards and best practices. DocuSign Envelope ID: 8F724B0D-AE39-4CD0-9970-9DCE16C2EE82
IT Service Management. The Supplier shall use a recognised framework for accepted IT Service Management best practice such as ITIL (IT Infrastructure Library) which shall include but not be limited to: Transition planning and support; Change management; Service asset and configuration management; Release and deployment management; Service validation and testing; Change evaluation; Knowledge management; Problem management; Service support; Application support and maintenance; IT asset management; Incident management; Infrastructure maintenance; and Data storage and capacity management. The Supplier shall ensure that the processes identified above are documented within the Supplier’s operation manual and describe all of the Service management processes. The Supplier shall ensure that all changes made to an application used in connection with the provision of the Services are subject to the Contracting Authority’s acceptance procedures, to be defined at Call Off stage, before being released into the live environment. As a minimum, the Supplier shall ensure that all changes made to an application are fully system tested within an isolated application testing environment. For applications supported by the Supplier, the Supplier shall perform pro-active capacity and stress testing / monitoring at monthly intervals and on an ad-hoc basis as required. Where testing shows that an application is liable to fail to meet its Service Levels, the Supplier shall inform the Contracting Authority and agree remedial action. The Supplier shall provide plans for dealing with expansion of data capacity as Contracting Bodies are on-boarded and for future life provisioning. The Supplier shall comply with the governance of the system and security requirements as detailed in Framework schedule 8 (Framework, Service and Security Management).
IT Service Management. NETCARE shall establish and maintain a state of the art Service management which orientates on the good practices collected in the IT Infrastructure Library (currently version V3). The objective of NETCARE’s IT Service management is to ensure that their IT Services provide best possible support for FME’s business. The established Service management processes include but are not limited to: · NETCARE’s Service management processes with interface to FME · Service Level Management · Incident Management · Technical Change Management · IT Service Continuity Management · IT Security Management · Service Catalogue Management · NETCARE’s internal Service management processes · Availability Management · Event Management · Financial Management · Knowledge Management · Problem Management · Release & Deployment Management · Request Fulfillment. This MSD focuses on the above mentioned Service management processes with interface to FME and does not describe NETCARE’s internal processes implemented to ensure that the Service provision meets the agreed Service Levels.
