Problem Management System Clause Samples
The Problem Management System clause establishes a formal process for identifying, documenting, and resolving issues that arise during the execution of a contract or project. Typically, it outlines the steps for reporting problems, assigns responsibilities for investigation and resolution, and may set timelines for response and closure. By providing a structured approach to problem handling, this clause ensures that issues are addressed efficiently and transparently, minimizing disruptions and helping maintain project momentum.
Problem Management System. Service Provider’s responsibilities include:
1. Implement an automated Problem Management System and Known Error Database, including the integration of applicable Software, Equipment, communications, and databases.
1.1. Provide access to the Problem Management System, including the Known Error Database, to other Service Component Provider(s), DIR, DIR Customers, and authorized Third Party Vendors, which access shall include all appropriate and required licenses and/or interfaces.
2. Integrate with Service Provider’s other systems, including Incident Management, Configuration Management, Service Level Management, Change Management and Release Management.
3. Enable data exchange between the Problem Management Systems and the problem management systems of other Service Component Provider(s) and designated Third Party Vendors, as directed by DIR.
4. Limit access to the Problem Management Systems to the agreed levels (e.g. by DIR Customer) for the type of Authorized Users who require access to the systems.
5. Provide Service Provider personnel, other Service Component Provider(s) personnel, DIR, DIR Customers and authorized Third Party Vendors with appropriate training in using the Problem Management System and Known Error Database.
6. Grant DIR access to the database(s) of the Problem Management System, including the Known Error Database, and allow DIR and DIR Customer to monitor and view on an ongoing basis.
7. The Problem Management System shall include at a minimum the following:
7.1. Functionality to manage information for each Problem submitted to, and originating from, Service Provider.
7.2. A sophisticated set of problem resolution, diagnostic, and tracking Software and Equipment to enable the automation of monitoring, detection, and to facilitate the resolution of Problems.
7.3. The ability to electronically link or associate Problems with records associated with related Incidents, Changes, Releases, and Configuration Items or components.
7.4. A Known Error Database / Knowledge Database, used to capture, store, and retrieve information and solutions. This knowledge database will enable the sharing of the following:
7.4.1. Policies and procedures for resolving or circumventing errors.
7.4.2. Best practices for resolving or circumventing errors.
7.4.3. Methods to Resolve Problems among DCS Service Provider personnel, Third Party Vendors, and Authorized Users.
7.4.4. References for Configuration Items for Resolving or circumventing errors.
7.4.5. Contain ...
Problem Management System. The Service Provider will utilize the Problem Management System, including the Known Error Database / Knowledge Database, provided by MSI and integrate such with their Problem Management processes. Service Provider responsibilities include:
Problem Management System. Service Provider’s responsibilities include:
1. Implement an automated Problem Management System and Known Error Database, including the integration of applicable Software, Equipment, communications, and databases.
1.1. Provide access to the Problem Management System, including the Known Error Database, to other Service Component Provider(s), DIR, DIR Customers, and authorized Third Party Vendors, which access shall include all appropriate and required licenses and/or interfaces.
2. Integrate with Service Provider’s other systems, including Incident Management, Configuration Management, Service Level Management, Change Management and Release Management.
3. Enable data exchange between the Problem Management Systems and the problem management systems of other Service Component Provider(s) and designated Third Party Vendors, as directed by DIR.
4. Limit access to the Problem Management Systems to the agreed levels (e.g. by DIR Customer) for the type of Authorized Users who require access to the systems.
5. Provide Service Provider personnel, other Service Component Provider(s) personnel, DIR, DIR Customers and authorized Third Party Vendors with appropriate training in using the Problem Management System and Known Error Database.
6. Grant DIR access to the database(s) of the Problem Management System, including the Known Error Database, and allow DIR and DIR Customer to monitor and view on an ongoing basis.
7. The Problem Management System shall include at a minimum the following:
7.1. Functionality to manage information for each Problem submitted to, and originating from, Service Provider.