Common use of Problem Management System Clause in Contracts

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 a taxonomy approved by DIR as collecting useful information. 7.5. The Known Error Database / Knowledge Database which will record at a minimum the following information for each Problem / Known Error record: 7.5.1. Details of the Problem / Known Error fault. 7.5.2. Details of the symptoms recognized associated with the Problem / Known Error. 7.5.3. Details of workarounds and/or resolutions that were or can be used to address the Problem / Known Error in order to restore service and / or deal with the Problem / Known Error or any associated Incidents in the future. 7.5.4. Information regarding the business case / cost benefit analysis that was performed associated with the Problem / Known Error. 7.5.5. The identification of each configuration item / component that is affected by the Problem / Known Error. 7.5.6. The unique identifier for each Problem / Known Error record. 7.5.7. The category and priority of each Problem / Known Error record. 7.5.8. Status of the Problem / Known Error record. 7.5.9. Date / time stamps for when the Problem / Known Error record was created and date/ time stamps associated with any milestone achievement (e.g. diagnosis, solution identification, RFC submittal, resolution, etc.). 7.6. The ability to track and associate Problems and Known Errors with the Incidents that have occurred. 7.7. Provide for designation of Problems as opened with a known Resolution which will not be implemented at the discretion of DIR or DIR Customer due to unacceptable customer impacts (e.g. impractical Application changes, cost). 7.8. Securely segregate DIR and DIR Customer data so that it can be accessed only by those authorized to comply with Government security requirements and in accordance with DIR policy. 7.9. Provide for the tracking and reporting of RCA activities (e.g. which Problems have RCA underway, what RCAs have been reported, what RCAs have been requested, what RCAs require additional DIR or DIR Customer response). 7.10. Provide for logging all modifications to Problem Records, to provide full tracking, audit trail and change control at the named-user level. 8. Regularly update the Problem Management System (including the Known Error Database / Knowledge Database) with Service Provider and other designated Third Party Vendor solutions and best practices as they are developed, including updates based on “lessons learned” and experience with similar technologies and problems for other customers.