Process Documentation and Compliance. Service Provider will capture the DIR policies and procedures as a part of employee initial and ongoing training. These attributes will be co-developed with DIR and Service Provider management. Service Provider will include metrics for each employee to make sure that each employee—including management—can study, review, and operate according to the procedures outlined in the Service Management Manual. Service Provider will review DIR process documentation and will develop a compliance worksheet for each Service Provider job function. This will be achieved by conducting Process Documentation and Compliance Workshops with key DIR personnel. These compliance documents will be used as a part of Service Provider employee performance evaluations. Service Provider will also conduct process and policy adherence questionnaires in order for DIR and STC customers to provide constant feedback on Service Provider’s compliance to key processes,
Process Documentation and Compliance. The process documentation and compliance approaches for Service Provider shall ensure that the changes and maintenance activities Service Provider is engaged to perform are clearly identified, defined, and documented. The changes and maintenance activities can then be prioritized, agreed upon, and sequenced to appropriate work streams and resources. This enables Service Provider to effectively manage and measure the maintenance processes. Service Provider shall use a combination of the SDLC and ITIL as the methodology to manage the changes and/or maintenance activities. Service Provider shall prepare a Service Management Manual as defined in Attachment 6-B. In addition, Service Provider shall leverage existing DIR, MSI, and Service Provider-Managed Application Services manuals as a basis to align formats, content, processes, and procedures. The manual, its development, monitoring and updating will be coordinated by the Service Provider Application Architect and Project Manager role following the schedule outlined in Attachment 6-B and described in the table below. Requirement Milestone Date Content Delivery 1 14 days after contract effective date • 2.2 Organizational Overview ▪ Service Provider Management and Delivery Organization ▪ Key Contacts – Third Parties • 2.5 Contract Management Procedures ▪ Service Provider Key Personnel and Subcontractors • 2.7 Service Provider Operational Procedures ▪ Managed Application Services Operational Procedures – Rate Card Resources – Outline
