Service Level Management and Reporting System Clause Samples

Service Level Management and Reporting System. The Service Level Management and Reporting System is a Service Management System. The Contractor shall manage and operate the Service Level Management and Reporting System across all the Integrated Services. The Contractor shall implement and maintain the SMS that will serve as the single source of information regarding Service Levels for the Integrated Services. Contractor shall ensure that all information necessary for managing and reporting Service Levels is required and maintained in the SMS, as identified in the SMM. Contractor shall utilize the SMS for the compilation, collation, maintenance, and publishing of service level measures and operating level measures for all Integrated Service Providers and other vendors, as directed by the Government. Contractor shall ensure the SMS will at a minimum:  Provide for the support of existing Service Level Reporting from legacy systems  Provide ability to view Service Levels by enterprise and Customer  Provide ability to view source data and measures that accumulate into each service level measure  Provide dashboard for view of Service Levels status in near real time Contractor shall provide for logging of all modifications to the SMS, to provide full tracking, audit trail, and change control at the named-user level.