Ex 1.3.docx
DOCX document 107 KB Posted
- Attached to
- SCEIS MODERNIZATION: S/4HANA
- Solicitation number
- 5400026039
- Issued by
- Richland County, South Carolina
About this file
This is a Service Management Manual (SMM) Exhibit for Solicitation No. 5400026039, the SCEIS Modernization contract between the Service Provider and the South Carolina Department of Administration. The document establishes the framework, content requirements, and delivery schedule for a comprehensive Service Management Manual that will govern the service provider's performance and operational procedures. The SMM must be developed, delivered, and maintained by the Service Provider within the SCEIS Portal, with portions delivered for administrative review and approval at specified intervals. Key deliverable phases include Phase 1 (one-time deliverables due 14 days after the effective date, covering governance, organizational structures, and transition management), Phase 2 (due 30 days prior to the commencement date, encompassing operational procedures, service management processes, and administrative-led content), and Phase 3 (due 60 days after commencement, covering relationship management and satisfaction metrics). The contract requires the Service Provider to incorporate the Department of Administration's comments and revisions into subsequent SMM versions, with final approval at the Department's sole discretion. The Service Provider must continue revising the manual until approval is obtained, and any rejections require resubmission within 30 days addressing all noted deficiencies.
The SMM must include detailed descriptions of service delivery procedures, equipment and systems specifications, testing and quality controls, compliance methodologies for applicable laws and privacy regulations, billing structure implementation processes, and communication protocols between the Service Provider and the Department of Administration. Both Service Provider-led content (covering governance, transition activities, operational procedures, and infrastructure services) and Admin-led content (addressing portal management, service catalog, incident management, change management, asset management, and business relationship management) are required components. The document specifies that in case of conflicts between the contract provisions and the SMM, the contract controls unless expressly agreed otherwise, and the Service Provider must perform services according to the Department's current policies until the SMM is finalized. The Service Provider is obligated to maintain the SMM electronically, provide training to Department personnel as required, perform annual formal reviews on a quarterly schedule, and promptly update the manual to reflect operational changes and compliance with Department standards and strategic plans.
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Other files
| File | Type | Posted |
|---|---|---|
| Ex. 3.0.docx | DOCX document | |
| Solicit 2.docx | DOCX document | |
| Ex. 4.3.xlsx | XLSX spreadsheet | |
| Att I.4 Am 1.docx | DOCX document | |
| Ex. J.2.4.docx | DOCX document | |
| Ex. J.2.6.docx | DOCX document | |
| Ex. 3.3.xlsx | XLSX spreadsheet | |
| Ex 2.2.docx | DOCX document | |
| Ex 1.2.docx | DOCX document | |
| Intent to Award.pdf | ||
| Ex 1.1.docx | DOCX document | |
| Solicit 1.docx | DOCX document | |
| Ex 2.0.docx | DOCX document | |
| Ex 4.0.docx | DOCX document | |
| Ex. J.2.7.docx | DOCX document | |
| Ex 4.2.xlsx | XLSX spreadsheet | |
| Ex. 4.4.docx | DOCX document | |
| Att. A.docx | DOCX document | |
| Att. H.docx | DOCX document | |
| Ex. J.2.1.xlsx | XLSX spreadsheet | |
| Ex. 1.4.docx | DOCX document | |
| Ex 2.3.docx | DOCX document | |
| Ex. 3.1.xlsx | XLSX spreadsheet | |
| Att. K.docx | DOCX document | |
| Ex 2.1.docx | DOCX document | |
| Award extension.docx | DOCX document | |
| Solicit 4.docx | DOCX document | |
| Notice.docx | DOCX document | |
| Ex 4.1.xlsx | XLSX spreadsheet | |
| Ex. J.2.5.docx | DOCX document | |
| Att L.docx | DOCX document | |
| Att. G.docx | DOCX document | |
| Solicit.docx | DOCX document | |
| Ex. 4.0.docx | DOCX document | |
| Solicit 3.docx | DOCX document | |
| Ex. 1.1.docx | DOCX document | |
| Ex. 3.2.docx | DOCX document | |
| Questions template.docx | DOCX document | |
| Ex. J.2.2.docx | DOCX document | |
| Ex. 4.5 Am 1.docx | DOCX document | |
| Ex. J.2.3.docx | DOCX document | |
| Solicit 5.docx | DOCX document | |
| Ex. 2.3 Am 1.docx | DOCX document |
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Text version
Exhibit 1.3 (Service Management Manual) Solicitation No. 5400026039
SCEIS Modernization
Exhibit 1.3 Service Management Manual
Solicitation No. 5400026039
Table of Contents
| 1 | Introduction | 2 |
| 2 | Requirements | 3 |
| 3 | Delivery and Contents | 4 |
| 4 | Compliance | 6 |
| 5 | Maintenance, Modification, and Updating | 7 |
| 6 | Training | 8 |
| 7 | Annual Review | 9 |
| 8 | General Content and Organization | 10 |
| 8.1 | Service Provider-Led Service Management Manual Content | 10 |
| 8.2 | Admin-Led Service Management Manual Content | 14 |
Tables
| Table 1 - Service Provider-Led Service Management Manual Content | 10 |
| Table 2 - Admin-Led Service Management Manual Content | 14 |
Introduction This document describes the general content and organization of the Service Management Manual (or the “SMM”) that will be developed to support governance of Service Provider Services. It is intended that the broad structure of the SMM is established in this Exhibit 1.3 (Service Management Manual), further refined, and documented by the Service Provider and approved by South Carolina Department of Administration (Admin).
The SMM is intended to be maintained and updated on a regular basis. The Service Provider shall be required to develop and maintain the SMM to be applied in the performance of the Services by Service Provider as required in Exhibit 3.1 (Service Level and Deliverable Matrix).
Requirements The Service Provider should provide a recommended detailed structure and content management system and document and maintain the SMM within the SCEIS Portal.
Delivery and Contents
1. The Service Provider shall deliver to Admin portions and versions of the SMM for Admin’s review and comment on the dates provided in this Exhibit and Exhibit 3.1 (Service Level and Deliverable Matrix). Admin will review the SMM drafts and provide the Service Provider with comments.
2. The Service Provider shall incorporate Admin’s comments and revisions into the SMM and will deliver subsequent versions thereof on or before the dates set forth in this Exhibit and Exhibit 3.1 (Service Level and Deliverable Matrix) for Admin’s review and comment in accordance with this Article.
3. The Service Provider shall document assigned policies, processes, and procedures for inclusion in the SMM to provide effective Service interfaces between Service Provider and Admin.
4. The Service Provider shall deliver a final version of the SMM to Admin on or before the date set forth in Exhibit 3.1 (Service Level and Deliverable Matrix) for Admin’s final approval, which Admin may withhold in its sole discretion.
a. In the event of a rejection, the Service Provider shall submit to Admin a revised SMM within thirty (30) days of Admin’s rejection, addressing each of the points raised by Admin in its rejection.
b. The Service Provider shall continue making subsequent revisions of the SMM until approved by Admin.
5. The Service Provider shall include in the SMM, at a minimum:
a. A detailed description of the way each of the Services will be performed by the Service Provider, including:
i. The Equipment, Materials, Applications, and Systems to be procured, operated, supported, or used;
ii. Documentation (including operations manuals, user guides, specifications, policies, processes, procedures, and disaster recovery/business continuity plans) to be created and/or maintained by Service Provider while performing the Services;
iii. The specific activities to be undertaken by Service Provider in connection with each Service, including, where appropriate, the direction, supervision, monitoring, staffing, reporting, planning, and oversight activities to be performed by Service Provider;
iv. The testing, acceptance, controls, and other procedures to be implemented and used to assure service quality;
v. The Admin approved processes, methodologies, and controls to be implemented and used by Service Provider to comply and confirm compliance with Admin Rules;
vi. The processes, methodologies, and controls to be implemented and used by Admin and the Service Provider to identify data that the Parties are legally prohibited from disclosing, including any confidentiality requirements specific to Admin;
vii. The processes, methodologies, and controls to be implemented and used by Service Provider to comply and confirm compliance with applicable Laws (including applicable Privacy Laws relating to the privacy and security of Admin Data); and
viii. The processes, methodologies, and controls to be implemented and used by Service Provider to implement Admin-approved billing structure changes.
b. The policies, processes, and procedures for Admin and Service Provider interaction and communication, including interfaces between and among Service Provider and Admin.
Compliance The Service Provider shall perform the Services in accordance with Admin’s then-current policies and procedures until the SMM is finalized and agreed upon by the Parties. Thereafter, the Service Provider shall perform the Services in accordance with the terms of the Contract including the SMM. In the event of a conflict between the provisions of the Contract and the SMM, the provisions of the Contract will control unless the Parties expressly agree otherwise and such agreement is set forth in the relevant portion of the SMM.
Maintenance, Modification, and Updating
1. The Service Provider shall support the maintenance of the SMM to be accessible electronically to Admin and Authorized Users via the SCEIS Portal or such other electronic means as approved by Admin, and in any case in a manner consistent with Admin’s security policies.
2. The Service Provider shall promptly and timely modify and update the SMM to reflect changes in the operations or procedures described therein and to comply with Admin Standards, Admin Rules, the Annual Technology Plan and Roadmap, and strategic plans.
3. The Service Provider shall provide the proposed changes in the SMM for Admin’s prior review, comment, and approval, which Admin may withhold in its sole discretion.
Training The Service Provider shall provide training to Admin personnel as required by Admin.
Annual Review The Service Provider shall perform a formal annual review of each section of the SMM on a mutually agreed-upon review schedule (e.g., agreed sections per quarter). Reviews are coordinated by the Service Provider, agreed by Admin, and scheduled at quarterly intervals.
General Content and Organization Service Provider-Led Service Management Manual Content Service Provider-Led Service Management Manual Content below provides the organization and content of the SMM that the Service Provider is required to develop. Although not intended to replicate the Contract, the SMM should provide comprehensive documentation of the procedures that the Service Provider shall follow to implement and manage the Contract and the overall relationship. Specific references to detailed text or requirements in the Contract may be incorporated within the SMM.
Please reference Exhibit 3.1 (Service Level and Deliverable Matrix) for additional information on the requirements for delivery.
Due Dates are calendar days unless otherwise noted.
Table 1 - Service Provider-Led Service Management Manual Content
| Content |
| Due Date |
| Description |
| One-Time Deliverable Phase |
Governance
| Organizational Charts |
| 14 days after Effective Date |
| Include Service Provider organization charts, clear lines of escalation, description of functions performed, contact information. |
| Phase 1 |
| Key Personnel and Subcontractors |
| 14 days after Effective Date |
| The Service Provider shall describe procedures for Admin approval regarding replacement or removal of Service Provider Key Personnel and major Service Provider Subcontractors. |
| Phase 1 |
Transition Migration Activities and Responsibilities
| Overall Management and Reporting Process |
| 14 days after Effective Date |
| A description of Service Provider management structure, reporting, and review process associated with all Pre-Commencement and Transition ServicesMigration services. |
| Phase 1 |
| Interim Relationship Management Process |
| 14 days after Effective Date |
| The process and responsibility for communication and coordination with Admin, Service Provider employees, etc. |
| Phase 1 |
| Human Resource Transition |
| 14 days after Effective Date |
| The procedures and responsibilities regarding finalization of HR-transition and onboarding activities. |
| Phase 1 |
| Contract Deliverables Management |
| 14 days after Effective Date |
| The process for the Service Provider to produce, develop, track, revise, review, and submit Pre-CommencementMigration Deliverables to Admin. |
| Phase 1 |
Service Management Procedures
| Operational Reports Inventory |
| 30 days prior to Commencement Date |
| Current list of Service Provider operational reports and their status. |
| Phase 2 |
| Record Retention |
| 30 days prior to Commencement Date |
| Defines the record retention process for handling documents that the Service Provider is obligated to maintain for this Contract. |
| Phase 2 |
RFS and Project Management and Support
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Project Management and Support will align projects to requirements and deliver projects from request through end-to-end solutioning including Admin solution/project review, approval, project execution, and deployment to meet the project timing, quality, and cost objectives. |
| Phase 2 |
IT Service Continuity Management (ITSCM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process responsible for managing risks that could seriously impact availability of the Services. ITSCM ensures that the Service Provider can always provide minimum agreed Service Levels, by reducing the risk to an acceptable level and Planning for the recovery of IT Services. |
| Phase 2 |
Service Level Management (SLM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process responsible for monitoring SLAs and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management Processes, OAs, and Underpinning Contracts are appropriate for the agreed Service Level targets. SLM monitors and reports on Service Levels, facilitates Service Delivery Failure actions with the appropriate Governance Committee and holds regular reviews. |
| Phase 2 |
IT Financial Management (ITFM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Procedures for providing sufficient data and detail to support the Business Model, Admin state and federal funding accounting, grant, and audit requirements. |
Phase 2
ITFM – Service Level Credits and Earnback
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Procedures for calculating Service Level Credits on invoices and Earnback calculations. |
| Phase 2 |
Information Security
Information Security Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process that ensures the confidentiality, integrity and availability of the Application Services, information, and data. As required may include handling of paper, building access, phone calls etc., for the entire Service Provider organization. Includes security operations management procedures. |
| Phase 2 |
Contract Management Procedures
Deliverables Management
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Defines the process delivering and obtaining feedback, approval, or remediation for Service Provider-provided tangible item or outcome that Admin reviews and approves at a specified date/frequency during the term of the contract. |
| Phase 2 |
Service Provider Operational Procedures
Infrastructure Services
2. Processes
3. Procedures Work Instructions
| 30 days prior to Commencement Date |
| Document Service Provider processes and procedures necessary to deliver Services included in the respective Statements of Work. |
| Phase 2 |
Each Optional Service
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Optional Service Commencement Date |
| Document Service Provider processes and procedures necessary to deliver Services included in the respective Statements of Work. |
| Phase 2 |
Admin-Led Service Management Manual Content Admin-led Service Management Manual Content below provides the organization and content of the SMM that Admin will lead and create with the support of the Service Provider.
Please reference Exhibit 3.1 (Service Level and Deliverable Matrix) for additional information on the requirements for delivery.
Due Dates are calendar days unless otherwise noted.
Table 2 - Admin-Led Service Management Manual Content
| Content |
| Due Date |
| Description |
| One-Time Deliverable Phase |
SCEIS Portal
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Describes the Operational Procedures that support Service Provider’s SCEIS Portal. Includes processes and procedures necessary to inform Admin on the use of the tool. |
| Phase 2 |
Service Catalog Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| A system with information about Services the Authorized User or Admin may order, change, submit an incident, request, or change, or submit a project request to obtain or enhance. The Service Catalog is the only part of the Service portfolio published to customers and is used to support the request and delivery of select Services. The Service Catalog may include information about Service, approval process, cost, contact points, ordering, and request processes. |
| Phase 2 |
SCEIS Service Desk
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The facilities, associated technologies, and fully trained staff who respond to Calls, coordinate all Incident Management, Problem Management and Request Management activities, and act as a single point of contact for Authorized Users regarding the Services. |
| Phase 2 |
Incident Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The use of people, processes, and technology with the primary goal to restore normal Service operations as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best achievable levels of service quality and availability are maintained. |
Includes Major Incident Management.
Phase 2
Problem Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process, software, techniques, and procedures that aid in identification, tracking, communication, and resolution of Problems arising with Services provided to Admin errors within the Services, and to prevent recurrence of Incidents related to these errors. To achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. |
| Phase 2 |
Access Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Access Management is focused on the tools, process, and operations to enable Authorized Users to request access to and use the Services. |
| Phase 2 |
Request Management and Fulfillment
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process responsible for managing the lifecycle of all Service Requests. |
| Phase 2 |
Change Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The processes relating to planning and performing all changes in environment pertaining to the Services, including changes to individual components and coordination of changes across all components. The Change Management processes will support and include checkpoints to determine any potential or required Change Control Procedures and includes a process of controlling changes to the infrastructure, applications, or any aspect of Services, in a controlled manner, enabling approved changes with minimum disruption. |
| Phase 2 |
Asset Inventory and Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Leverage automated asset inventory discovery and Data Quality Management (DQM) reconciliation capabilities and processes to capture, manage, and maintain assets for all Services. |
| Phase 2 |
Configuration Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process of identifying and defining CIs in a system, recording, and reporting the status of CIs, relationships to other CIs, and verifying the completeness and correctness of the CIs. |
| Phase 2 |
IT Service Continuity Management (ITSCM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| The process responsible for managing risks that could seriously impact availability of the Services. ITSCM ensures that the Service Provider can always provide minimum agreed Service Levels, by reducing the risk to an acceptable level and Planning for the recovery of IT Services. |
| Phase 2 |
Request for Solution (RFS)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Request for Solution will facilitate the solution proposal, including solution design and cost plan. |
| Phase 2 |
Operational Intelligence
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Procedures and activities regarding key standard Reports and requests for ad hoc reports from Admin. |
| Phase 2 |
Business Relationship Management (BRM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 60 days after Commencement Date |
| Procedures and responsibilities regarding the relationship between the SCEIS Business Owners, Consumers, and Admin. |
Content should include procedures regarding communication and coordination regarding work demands, requests, projects, Service delivery issues, program communications, and escalations.
Phase 3
Satisfaction - Service Desk Satisfaction Surveys
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 60 days after Commencement Date |
| Process to be used for conducting customer satisfaction surveys. |
Content should include procedures regarding action items and attempts to resolve customer issues.
Phase 3
Satisfaction – Monthly Customer Scorecard
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Commencement Date |
| Process to be used for conducting customer scorecard surveys. |
Content should include procedures regarding action items and attempts to resolve customer issues.
Phase 2
Strategy Management
1. Policies
2. Processes
3. Procedures
| 30 days prior to Commencement Date |
| Strategy Management links the Service demand with the supporting strategies and services, along with service enhancement initiatives including a long-term strategy roadmap with timelines and high-level costs and shorter-term technology plans which guide the annual improvement and budgeting process. |
| Phase 2 |
Service Level Management (SLM)
5. Policies
6. Processes
7. Procedures
8. Work Instructions
| 30 days prior to Commencement Date |
| The process responsible for monitoring SLAs and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management Processes, OAs, and Underpinning Contracts are appropriate for the agreed Service Level targets. SLM monitors and reports on Service Levels, facilitates Service Delivery Failure actions with the appropriate Governance Committee and holds regular reviews. |
| Phase 2 |
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