Service Management Manual.docx
DOCX document 95 KB Posted
- Attached to
- STC Managed Cloud Services State and local contract opportunity
- Solicitation number
- 5400028075
- Issued by
- South Carolina
About this file
This document is a Service Management Manual (SMM) for a Managed Cloud Services contract (Solicitation No. 5400028075) involving a state government and a service provider. The manual outlines comprehensive requirements for developing, maintaining, and implementing service management procedures across two primary phases, with specific deliverables due at various intervals. Key deliverables include organizational charts, key personnel documentation, migration activities, operational reports, access management procedures, IT service continuity management, information security protocols, and service management procedures to be completed within 14-30 days after the contract's effective date.
The manual details both Service Provider-Led and Admin-Led Service Management Manual content, covering critical operational areas such as portal management, service catalog management, service desk operations, incident and problem management, change management, asset inventory, configuration management, and strategic planning. The document establishes a structured approach for governance, communication, and operational processes, with specific emphasis on maintaining service quality, ensuring compliance with state and federal regulations, and creating a robust framework for managing cloud services. The manual includes provisions for annual reviews, training, and ongoing modification to adapt to changing technological and operational requirements.
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Text version
Exhibit 1.3 (Service Management Manual) Solicitation No. 5400028075
Managed Cloud Services
Exhibit 1.3 Service Management Manual
Solicitation No. 5400028075
Table of Contents
| 1 | Introduction | 2 |
| 2 | Requirements | 2 |
| 3 | Delivery and Contents | 2 |
| 4 | Compliance | 3 |
| 5 | Maintenance, Modification, and Updating | 4 |
| 6 | Training | 4 |
| 7 | Annual Review | 4 |
| 8 | General Content and Organization | 4 |
| 8.1 | Service Provider-Led Service Management Manual Content | 4 |
| 8.2 | Admin-Led Service Management Manual Content | 8 |
Tables
| Table 1 - Service Provider-Led Service Management Manual Content | 4 |
| Table 2 - Admin-Led Service Management Manual Content | 8 |
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 the State.
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 Portal.
Delivery and Contents
1. The Service Provider shall deliver to the State draft versions of the SMM for the State’s review and comment no later than the dates indicated in this Exhibit and Exhibit 3.1 (Service Level and Deliverable Matrix). The State will review the SMM drafts and provide the Service Provider with comments.
2. The Service Provider shall incorporate the State’s comments and revisions into the SMM and will deliver subsequent/final versions thereof on or before the dates set forth in this Exhibit and Exhibit 3.1 (Service Level and Deliverable Matrix) for the State’s review and comment in accordance with this Article.
a. In the event of a rejection, the Service Provider shall submit to the State a revised SMM within thirty (30) days of the State’s rejection, addressing each of the points raised by the State in its rejection.
b. The Service Provider shall continue making subsequent revisions of the SMM until approved by the State.
3. The Service Provider shall document assigned policies, processes, and procedures for inclusion in the SMM to provide effective service interfaces between the Service Provider and Admin.
4. 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. As applicable for each SMM, include the following:
1. State approved processes, methodologies, and controls to be implemented and used by Service Provider to comply and confirm compliance with State and Federal Rules;
2. The processes, methodologies, and controls to be implemented and used by the State and the Service Provider to identify data that the Parties are legally prohibited from disclosing, including any State or Federal confidentiality requirements;
3. The processes, methodologies, and controls to be implemented and used by Service Provider to comply and confirm compliance with applicable State and Federal Laws (including applicable Privacy Laws relating to the privacy and security of State Data); and
4. The processes, methodologies, and controls to be implemented and used by Service Provider to implement State-approved billing structure changes.
b. The policies, processes, and procedures for the State and Service Provider interaction and communication, including interfaces between and among Service Provider and the State.
Compliance The Service Provider shall perform the Services in accordance with the State’s then-current policies, procedures and requirements, including Federal requirements for safeguarding Federal information, 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 the State and Authorized Users via the Portal or such other electronic means as approved by the State, and in any case in a manner consistent with the State’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 the State Standards, State Rules, the Annual Technology Plan and Roadmap, and strategic plans as well as Federal compliance requirements.
3. The Service Provider shall provide the proposed changes in the SMM for the State’s prior review, comment, and approval, which the State may withhold in its sole discretion.
Training The Service Provider shall provide training to State personnel as required by the State.
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). The various sections of the SMM are reviewed throughout the year on a quarterly schedule with the entire SMM going through an annual review. Reviews are coordinated by the Service Provider, agreed by the State, 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 the State approval regarding replacement or removal of Service Provider Key Personnel and major Service Provider Subcontractors. |
| Phase 1 |
Pre-Migration and 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 Services. |
| Phase 1 |
| Interim Relationship Management Process |
| 14 days after Effective Date |
| The process and responsibility for communication and coordination with the State, 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 Deliverables to the State. |
| Phase 1 |
Service Management Procedures
New Customer Integration Plan
1. Processes
2. Procedures
3. Work Instructions
| 30 days prior to Commencement Date |
| The Service Provider will work with the State and document the processes and procedures to onboard existing and new customers to the State cloud Services. |
| Phase 2 |
Access Management
4. Policies
5. Processes
6. Procedures
7. 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 |
| 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
8. Policies
9. Processes
10. Procedures
11. 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 State 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 |
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 Services, information, and data. As required, may include handling of systems, paper, building access, phone calls etc., for the entire Service Provider organization. Includes Service Provider 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 of delivering and obtaining feedback, approval, or remediation for Service Provider-provided tangible items or outcomes that the State reviews and approves at a specified date/frequency during the term of the contract. |
| Phase 2 |
Service Provider Operational Procedures
Each Optional Service
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 |
Service Provider Service Management Procedures in support of Other Government Entity Customers
Each Service Management Service
2. Processes
3. Procedures
4. Work Instructions
| 30 days prior to Service Management Commencement Date |
| Document Service Provider processes and procedures necessary to deliver Service Management to Other Government Entities as included in the respective Statement 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. These SMMs will apply to Admin and State Agencies only.
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 |
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 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 |
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 |
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 include 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 |
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 State Agencies and Admin. |
Content should include procedures regarding communication and coordination regarding inter-agency agreements, 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
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)
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 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 Work Instructions
| 30 days prior to Commencement Date |
| Procedures for calculating Service Level Credits on invoices and Earnback calculations. |
| Phase 2 |
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