Exhibit 1 SOW Att 1.3 SMM Content and Organization_Final.docx
DOCX document 95 KB Posted
- Attached to
- Managed Network Services (MNS)
- Solicitation number
- DIR-CPO-STS-609
- Issued by
- Travis County, Austin City, Texas
About this file
This document is a Service Management Manual (SMM) content and organization attachment for RFO DIR-CPO-STS-609, issued by the State of Texas Department of Information Resources (DIR) for Managed Network Services (MNS) under the Shared Technology Services (STS) Program. The SMM serves as a comprehensive governance document that outlines how the Successful Respondent will deliver Managed Network Services in collaboration with the Multi-sourcing Services Integrator (MSI), Service Component Providers (SCPs), DIR, and DIR Customers. The SMM is not intended to expand services beyond the scope of work but rather to further define service delivery methods, establish operational procedures, and document processes for managing the overall service relationship. The document is structured to include both MSI-led content and Successful Respondent-developed content, with delivery organized in three phases, and must be maintained and updated regularly with formal annual reviews conducted on a quarterly schedule.
The SMM content encompasses extensive operational requirements organized into six primary categories: Governance (contact lists, organizational charts, standards, and RACI matrices); Marketplace Procedures (portal management, collaboration, service catalog, help desk, communications, and outreach); Cross-Functional Services (incident management, problem management, security, access management, change management, asset inventory, procurement, configuration management, and continuity planning); Business Management (operational intelligence, SLM, availability, financial management, customer relationship management, and capacity planning); Operations Management (data quality management, cloud management, and contract procedures); and Successful Respondent-specific deliverables (tools support, security controls library, and system security plans). The Successful Respondent must develop detailed policies, processes, procedures, and work instructions for all applicable areas, incorporate DIR and DIR Customer policies, and maintain all documentation in an electronic portal accessible to authorized users in compliance with DIR Security policies. Conflicts between the Agreement and SMM shall be resolved in favor of the Agreement unless the parties expressly agree otherwise in writing.
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RFO DIR-CPO-STS-609
State of Texas
Department of Information Resources
Attachment 1.3
Service Management Manual (SMM) Content and Organization
Managed Network Services (MNS)
DIR-CPO-STS-609
Version 1.0
Table of Contents
| 1.0 | Introduction | 3 |
| 2.0 | Requirements | 3 |
| 3.0 | Delivery and Content | 3 |
| 4.0 | Compliance | 4 |
| 5.0 | Maintenance, Modification, and Updating | 5 |
| 6.0 | Annual Review | 5 |
| 7.0 | General Content and Organization | 5 |
| 7.1 | MSI-led Service Management Manual Content | 6 |
| 7.2 | Successful Respondent Developed Service Management Manual Content. | 15 |
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 the Services. It is intended that the structure of the SMM is established by the Multi-sourcing Services Integrator (MSI) with the Successful Respondent providing support and content as required to support the Successful Respondent’s Services, Cross-Functional Services, and the Shared Technology Services (STS) Program. The intent of the SMM is to further define how the Services are delivered and should not expand services beyond what is contemplated in the Successful Respondent’s Exhibit 1 Scope of Work.
The SMM is intended to be maintained and updated on a regular basis. The Successful Respondent will be required to complete significant additional detail to record the further development of the SMM to be applied in the performance of the Services by Successful Respondent as required in Attachment 1.1 (Service Level and Deliverable Matrix).
Requirements The Successful Respondent should adhere to the MSI-established framework for defining, documenting, communicating, maintaining, and monitoring the processes and procedures in the SMM.
Delivery and Content The Successful Respondent shall include in the SMM, at a minimum:
A detailed description of the manner in which each of the Services shall be performed by the Successful Respondent, including:
The Equipment, Materials, and Systems to be procured, operated, supported or used;
Documentation (including operations manuals, user guides, specifications, policies/procedures, and disaster recovery/business continuity plans) to be created and/or maintained by MSI provider in collaboration with Service Component Providers (SCPs) in the course of performing the Services;
The specific activities to be undertaken by Successful Respondent in connection with each Service, including, where appropriate, the direction, supervision, monitoring, staffing, reporting, planning, and oversight activities to be performed by Successful Respondent under this Agreement;
The checkpoint reviews, testing, acceptance, Controls and other procedures to be implemented and used to assure service quality;
The DIR-approved processes, methodologies and Controls to be implemented and used by Successful Respondent to Comply and confirm Compliance with DIR Rules and DIR Standards;
The processes, methodologies, and Controls to be implemented and used by the Successful Respondent to protect confidential, regulated, and sensitive data of DIR, and DIR Customers. The processes, methodologies, and Controls to be used by DIR Customers to identify confidential, regulated and sensitive data;
Subject to the Agreement, the processes, methodologies, and Controls to be implemented and used by Successful Respondent to Comply and confirm Compliance with applicable Laws (including applicable Privacy Laws relating to the privacy and Security of DIR Data); and The processes, methodologies, and Controls to be implemented and used by Successful Respondent to implement DIR-approved billing structure changes.
The procedures for DIR, DIR Customer, MSI, SCPs, and Successful Respondent interaction and communication, including:
Call lists;
Procedures for and limits on direct communication by Successful Respondent with DIR and DIR Customer personnel;
Problem Management and escalation procedures;
Change Control Procedures;
Acceptance testing and procedures;
Quality assurance procedures and checkpoint reviews;
The Project-formation process and implementation methodology;
The interfaces between and among DIR, DIR Customers, MSI, SCPs, and Successful Respondent; and Practices and procedures addressing such other issues and matters as DIR reasonably requires.
The Successful Respondent shall incorporate DIR's and DIR Customers' then-current policies and procedures in the Service Management Manual to the extent it is directed to do so by DIR.
Compliance The Successful Respondent shall perform the Services in accordance with the terms of the Agreement and DIR's and DIR Customers' then-current policies and procedures until the SMM is finalized and agreed upon by the Parties. Thereafter, the Successful Respondent shall perform the Services in accordance with the terms of the Agreement including the SMM. In the event of a conflict between the provisions of the Agreement and the SMM, the provisions of the Agreement shall 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 Successful Respondent shall support the MSI and SCPs in the maintenance of the SMM so as to be accessible electronically to DIR, DIR Customers, and Authorized Users via the Portal or such other electronic means as approved by DIR, and in any case in a manner consistent with DIR’s Security policies.
The Successful Respondent shall promptly and timely support the MSI and SCPs to modify and update the SMM to reflect changes in the operations or procedures described therein and to Comply with DIR Standards, DIR Rules, the Service Component Technology Plan and Strategic Plans.
The Successful Respondent shall provide the proposed changes in the SMM to MSI and SCPs for DIR's review, comment, and approval, which DIR may withhold in its sole discretion.
Annual Review The Parties shall meet to perform a formal annual review of each section of the SMM based on the established review schedule of SMMs applicable to the Successful Respondent as defined by the MSI and approved by DIR. Reviews are coordinated by the MSI and scheduled at quarterly intervals.
General Content and Organization MSI-led SMM Content provides the general organization and content of the SMM. Although not intended to replicate the Agreement, the SMM should provide comprehensive documentation of the procedures that the Successful Respondent shall follow to implement and manage the Agreement and the overall relationship. Specific references to detailed text or requirements in the Agreement may be incorporated within the SMM.
The responsibilities of the Successful Respondent, DIR, MSI, SCPs, and DIR Customers should be clearly indicated within the document, including specific responsibilities by job title or function. The SMM will be used jointly by the Parties to assist with overall coordination and communication regarding the Agreement.
Please reference Attachment 1.1 (Service Level and Deliverable Matrix for additional information on the requirements and due dates for delivery.
MSI-led SMM Content contains content created by the MSI and/or other SCPs. The Successful Respondent is to work with the MSI and SCPs to review, update, and affirm the entire set of contents (e.g., Process, Procedure, Work Instructions, etc.) to ensure it fully supports the Successful Respondents operation. The Successful Respondent provides the content for the Governance section of MSI-led SMM Content in collaboration with DIR, MSI, and the SCPs.
Successful Respondent developed SMM Manual Content contains content to be developed by the Successful Respondent whereas the Successful Respondent is to take a leadership role in the design, drafting, and coordination of reviews and approvals.
MSI-led Service Management Manual Content MSI-led SMM Content
| Content |
| Description |
| Phase |
Governance
| Contacts Lists |
| Key personnel for the Successful Respondent. Includes a list of contacts that are key users of the Services and/or perform a liaison function in regard to the Services (by DIR and DIR Customer, by location). Includes contact information for key Authorized Users. This information should be maintained in STS Portal. |
| Phase 1 |
| Organizational Charts |
| Include Successful Respondent organization charts, description of functions performed, contact information. |
| Phase 1 |
| Standards and Configurations |
| Document Successful Respondent’s standards and configurations for Services. |
| Phase II |
| Service Responsibilities Matrices |
| The Responsibility Assignment Matrix (RACI) Charts illustrating the correlating levels of responsibilities for the various teams required to support the Successful Respondent’s services. |
| Phase III |
| Program Operations Meetings |
| This process includes detailed procedures for managing STS Operational Governance meetings. The MSI and DIR Co-Chairs ensure that Governance Forums proceed in alignment with the forum’s purpose; plan, conduct, complete follow-up activities, and follow documented procedures of the issue lifecycle. |
Phase I
| Reference Architectures |
| Reference Architecture by definition is a documented best delivery method used for particular technologies. Reference Architectures must be referenced as part of Solution requests. |
SCPs, MSI, DIR and DIR Customers, have the ability to access the Reference Architecture in the STS Portal.
Phase II
| Technical Solution Design |
| The process of documenting the design and Solution for the technical and operational requirements placed on the Solution. SCPs, MSI, DIR, can access the TSD in the STS Portal. |
| Phase II1 |
Transition Activities and Responsibilities
| Overall Management, Reporting and Documentation Process |
| Describe the Successful Respondent’s management structure, including escalation path and final decision-making ownership. Describe Transition Services meeting, reporting, and process requirements, including the process and responsibility for gathering accomplishments, planned activities, risks, and issues. |
| Phase I |
| Relationship Management and Documentation Process |
| Describe the process and responsibility for Transition program communication and reporting, including coordination with DIR, MSI, SCPs, DIR Customers, employees, etc. Consider organizational change management requirements related to DIR Customers communications, knowledge transfer, DIR Customer and Successful Respondent training, SMM documentation content and ownership changes, and Transition risks, issues and activity status. |
| Phase I |
| Human Resource Transition |
| Describe the procedures and responsibilities regarding finalization of HR-Transition activities, including a description of the Successful Respondent hiring process, confirmation that existing STS program onboarding, key personnel, and subcontracting processes are understood and will be followed, and a description the Successful Respondent’s proposed rebadging process if applicable. |
Phase I
Marketplace Procedures
Portal Content Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| This process defines activities related to Internal and External Portal Management, as well as practices affecting both Portals. Maintaining a well-organized, frequently updated, and regularly reviewed Portal ensures a successful User experience. |
| Phase II |
Collaboration
1. Policies
1. Processes
1. Procedures
1. Work Instructions
| Implement and maintain collaboration capabilities including a Portal, Document Repository, and Training System to be used as the centralized destination point of access to all documentation, shared information, system links, and broadcast communications pertaining to the delivery of the Services. |
| Phase II |
Service Catalog Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| A database or structured Document with information about select Services, including those available for Deployment. 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 Deliverables, prices, contact points, ordering and request processes. |
| Phase II |
IT Service Desk and Constituent Help Desk
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| 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 II |
Communications
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Coordinate and provide broad communications support across SCPs and DIR Customers to ensure common messaging for DIR Services. |
| Phase II |
Outreach and Growth
1. Policies
2. Processes
3. Procedures
4. Work Instructions Customer outreach campaigns are required to drive the growth of all DIR shared services across all DIR Customer segments (state agencies, local government, higher education). Successful Respondent shall perform a lead role in analyzing new DIR Customer, New Service, and New Service Component opportunities, and coordinating outreach and implementation of STS Services across current and potential DIR Customers. As new DIR Customer opportunities arise, track the opportunity through the outreach process and lead SCPs through the outreach, Solution design, cost estimation and implementation processes.
Provide outreach support for each STS Service and the DIR Customer participating in the STS program. The Portal SCP will provide the constituent-facing marketing and advertising services.
Phase III
Cross-Functional Services Procedures
Incident Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions 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 II
Problem Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process, software, techniques and procedures that aid in identification, tracking, communication, and resolution of Problems arising in DIR Customer’s IT environment and resolving those Problems arising from or related to the Services. The goal of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT infrastructure, 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 II |
Information Security Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process that ensures the confidentiality, integrity and Availability of an organization’s assets, information, data and IT Services. Information Security Management includes processes and procedures of the MSI, SECOPS, and SCPs Security Operations for the STS Program. |
| Phase II |
Access Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Access Management is focused on the platform, process, and operations to enable Authorized Users to request access to and use an IT service. |
| Phase II |
Request Management and Fulfillment
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process responsible for managing the lifecycle of all Service Requests. |
| Phase II |
Change Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The processes relating to planning and performing all changes in IT 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 or any aspect of Services, in a Controlled manner, enabling approved changes with minimum disruption. |
| Phase II |
Asset Inventory and Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Leverage automated Asset Inventory and Management System (AIMS) tools and Data Quality Management (DQM) capabilities and processes to capture, manage, and maintain assets for all Services. |
| Phase II |
Procurement
1. Policies
2. Processes
3. Procedures
4. Work Instructions The processes used by the Service Providers (SPs) to make procurements and renewals for the DIR Customers and program.
Phase II
Software License Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Defines the process and procedures for managing Software License Compliance to ensure accurate tracking, reporting, and timely updates. |
| Phase II |
Record Retention
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Defines the record retention process for handling documents that the Successful Respondent is obligated to maintain for this Agreement. |
| Phase II |
Configuration Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process of identifying and defining configuration items (CIs) in a system, recording and reporting the status of CIs and Requests for Change (RFCs), and verifying the completeness and correctness of the CIs. |
| Phase II |
IT Service Continuity Management (ITSCM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process responsible for managing risks that could seriously impact IT Services. ITSCM ensures that the Successful Respondent can always provide minimum agreed Service Levels by reducing the risk to an acceptable level and Planning for the recovery of IT Services. ITSCM should be designed to support Business Continuity Management. |
| Phase II |
Project Management and Support
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Describes aligning projects to DIR Customer requirements and delivering projects from request through end-to-end solutioning, including turnover to the DIR Customer and validation that project requirements were met in terms of timing, quality, and cost. |
| Phase II |
Release Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process responsible for planning, scheduling, and Controlling the movement of Releases to Test and Live Environments. The primary objective of Release Management is to ensure that the integrity of the Live Environment is protected and that the correct Components are released. Release Management works closely with Configuration Management and Change Management. |
| Phase II |
Service Management Tools Support
1. Policies
1. Processes
1. Procedures
1. Work Instructions
| Describes the operational procedures that support the service management tools, including processes necessary to inform the Customer base about engaging the MSI Team for support of the Service Management toolset. This document also informs about those maintenance and support functions performed by the MSI and respective SCP personnel taking place as a matter of providing the expected service availability. |
| Phase II |
Training
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process defines how the STS training program is managed. This process includes maintaining existing training content as well as developing new content. |
| Phase I |
Business Management Procedures
Operational Intelligence
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Procedures and activities regarding key standard Reports and requests for ad hoc reports from DIR and Customers. |
| Phase II |
Service Level Management (SLM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process responsible for monitoring Service Level Agreements (SLAs) and ensuring that these are met. SLM is responsible for ensuring that all IT Service Management processes, Operational Agreements (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 DIR Customer reviews. |
| Phase II |
Availability Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process responsible for defining, analyzing, planning, measuring, and improving all aspects of the Availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc., are appropriate for the agreed Service Level targets for Availability. |
| Phase II |
IT Financial Management (ITFM) – Invoicing and Chargeback
1. Policies
2. Processes
3. Procedures
4. Work Instructions Procedures for invoicing and verification of invoice by DIR.
The content included procedures for calculating Resource Unit volumes for pricing per Service Component as applicable, invoicing of Projects, etc. The content should include procedures regarding disputed invoice amounts. The content should include procedures for chargeback of costs related to the Services and the overall Agreement to DIR.
Phase II
ITFM – Disputes
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Defines the process for creating, researching, and resolving financial invoice disputes with the MSI and SCPs. |
| Phase III |
ITFM – Forecasting and Budgeting
1. Policies
2. Processes
3. Procedures
4. Work Instructions Supports the annual DIR budgeting cycle. Process should include estimation of Resource Unit volumes by Service Component and DIR Customer as appropriate, potential Projects, review cycle, etc.
The content shall describe procedures for forecasting cost versus budget.
Phase III
ITFM – Service Level Credits and Earnback
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Procedures for calculating Service Level Credits on invoices and Earnback calculations. |
| Phase II |
ITFM – Texas.gov Transaction Revenue
1. Policies
2. Processes
3. Procedures
4. Work Instructions
Process for loading Texas.gov files into the ITFM system.
Phase II
Customer Relationship Management (CRM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions Includes procedures and responsibilities regarding the relationship between DIR, DIR Customers, MSI, and the SCPs. Content includes procedures regarding communication and coordination regarding work requests, Service delivery issues, budgeting and financial issues, etc.
Describes the process used for conducting Customer scorecard surveys and annual Customer satisfaction surveys, including procedures regarding action items and attempts to resolve Customer issues. Describes the roles, responsibilities, and processes to manage the escalation of urgent or lingering issues to ensure resolution, including a summary of how people, processes, tools, and technology are used to resolve issues as quickly as possible when issues are not resolved through normal business practices.
Phase III
Service Delivery Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
Describes how the function manages and coordinates delivery activities of all SPs providing Services. This function monitors SP Compliance with SLAs, OAs, and performance of enterprise capabilities (e.g., Incident Management, Request Management, Change Management, Problem Management).
Phase II
Capacity Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The process responsible for ensuring that the capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level targets in a cost effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and plans for short, medium, and long term business requirements. |
| Phase II |
| Operational Reports Inventory |
| Current list of Successful Respondent operational reports. |
| Phase II |
Risk Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Describes the enterprise approach to Risk Management for STS delivery, which forms the foundation for all other risk management documentation. |
| Phase II |
Service Portfolio Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| From time to time, DIR is required to and intends to add or divest programs (or parts of programs), add, merge or split DIR Customers, change its organizations or reorganize its business units and add new Service Component and SCPs into the DIR portfolio. The Successful Respondent shall perform certain functions at the request of DIR or DIR Customers to support such activities. |
| Phase II |
Strategy Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Strategy Management links the business demand with the supporting IT 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. Within this capability, DIR provides the leadership and coordination for the long-term strategy efforts, including but not limited to a long-term strategy roadmap, and the MSI and Technology Solution Services SCP (TSS) shall closely coordinate with DIR to support those efforts by leading and coordinating the annual technology plan, ongoing technology refresh program, coordinate the approval and communication of Standard Products, and coordinating the effective use and disposal of Equipment and Software. |
| Phase II |
SMM Maintenance
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The SMM section describes how the SMMs are organized and the document maintenance process. SMMs are ServiceNow Managed Documents that contain processes and procedures for the MSI, SCPs, DIR, and DIR Customers to utilize within STS. |
| Phase I |
Operations Management Procedures
Data Quality Management (DQM)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| DQM provides a platform to collect data internally, from SCPs, and Third-Party Vendor(s) enabling automated intake and analysis of hardware, software, and application integrity in support of the Asset Inventory and Management and Configuration Management processes. The processes describe how the MSI and SCP data is validated for integrity. |
| Phase III |
Cloud Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Processes to automate and manage public and private cloud workflow orchestration across the MSI, SCPs, and to the Cloud Service Providers (CSPs). This capability enables auto-provisioned services, automated and orchestrated by the MSI, to expedite speed to value and increase Customer satisfaction as required in the Service Catalog Management, Request Management, and Incident Management processes. |
| Phase II |
Contract Management Procedures
Contract Change Control
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Procedures supporting changes to the Agreement, including changes to any Exhibit or Attachment. Content should include procedures to classify services as a New Service and resulting processes to change the Agreement (including pricing). Content should include notification period and process, authority levels, and escalation procedures for changes to the Agreement. |
| Phase II |
Contract Deliverables Management
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Describes the process for the MSI and SCPs to produce, develop, track, revise, review, and submit Deliverables to DIR pursuant to the terms and conditions of the Successful Respondent’s Master Services Agreement (MSA). |
| Phase I |
Auditing
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Procedures for operational and/or financial audits (as required by State of Texas auditing and/or regulatory agencies) including the notification processes and procedures to resolve audit findings. |
| Phase II |
Key Personnel
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The Successful Respondent shall describe procedures for DIR approval regarding replacement or removal of Successful Respondent Key Personnel. |
| Phase I |
Sub-Contractors
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The Successful Respondent shall describe procedures for DIR approval regarding addition, replacement, and/or removal of Successful Respondent Subcontractors. |
| Phase I |
Dispute Resolution
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Procedures regarding informal dispute resolution process used to Comply with the Agreement. |
| Phase II |
New DIR Customer Integration
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Provides the scope, guidelines, and key project activities for the implementation of a new or merging DIR Customer project once the agreement is reached to incorporate them into existing Services. |
| Phase III |
Successful Respondent Developed Service Management Manual Content.
Successful Respondent developed SMM Manual Content
| Content |
| Description |
| Phase |
Successful Respondent Services
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Document SCP processes and procedures necessary to deliver Managed Network Services included in the respective Statement of Work. |
| Phase II |
Successful Respondent Provided Tools Support
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| Describes the Operational Procedures that support the Successful Respondent’s tools, including processes necessary to inform, as required, the MSI, DIR, DIR Customers, and other SCPs about engaging the Successful Respondent Team for support of the Toolset. This document also informs about those maintenance and support functions performed by the Successful Respondent. The Successful Respondent shall maintain a current list of tools used to support the STS Program, the environment the tools are used in, and the purpose of utilizing the tools within the Program. |
| Phase II |
Successful Respondent Controls Library
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The Successful Respondent shall describe security controls, including technical and administrative, as required by the program’s Master Security Baseline Configuration (MSBC) and other required regulatory Compliance standards (CJIS, FTI, FedRAMP, TxRAMP etc.), as applicable, for any infrastructure or service managed by the respondent in accordance with the SMM process and documentation for the Security Controls Library. The control library SMM must be reviewed and updated as required by the program. |
| Phase II |
Successful Respondent System Security Plan (SSP)
1. Policies
2. Processes
3. Procedures
4. Work Instructions
| The Successful Respondent shall create or update System Security Plans (SSPs) in format designated by DIR for Systems where the Successful Respondent is designated as the Information Custodian (as defined in TAC 202). |
| Phase III2 |
1 The due date for this SMM shall align with the One-Time Critical Deliverable 1.13 Technical Solution Design and Reference Architecture documentation as defined in Attachment 1.1 (Service Level and Deliverable Matrix).
2 The due date for the creation of this SMM shall align with One-Time Critical Deliverable 1.9 System Security Plan set forth in Attachment 1.1 (Service Level and Deliverable Matrix).
State of Texas Department of Information Resources, Shared Technology Services Managed Network Services (MNS) – Attachment 1.3 SMM Page 2 of 2
State of Texas Department of Information Resources, Shared Technology Services Managed Network Services (MNS) – Attachment 1.3 SMM Page 2 of 2 image1.png
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