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Service Management: Requirements updated | ||||||||||
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Applicable Framework(s) | Requirement ID | Requirement Description | Level | Applicable to Type 1 and/or Type 2 Catalogue Solutions | ||||||
| SM005 | The Supplier shall comply with the following Service Management Agent's documents: |
| Both | ||||||
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| The Supplier shall comply with the following Catalogue Authority documents: |
| Type 2 only | ||||||
| SM006 | The Supplier shall measure the performance of each Catalogue Solution against each of the |
| Both | ||||||
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| The Supplier shall measure the performance of each Catalogue Solution against each of the Service Levels applicable to such Catalogue Solution as set out in the Catalogue Solution |
| Type 2 only | ||||||
| SM007 | The Supplier shall operate a process for managing Planned Downtime in accordance with the requirements for the same set out in the relevant Catalogue Solution Service Levels document. |
| Type 1 only | ||||||
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| The Supplier shall operate a process for managing Planned Downtime in accordance with the requirements for the same set out in Catalogue Solution Service Levels document. |
| Type 2 only | ||||||
All | SM008 |
The Supplier must operate and publish an effective escalation process for the Service Management Agent, other Suppliers, Service Recipients, Call Off Ordering Parties and other NHS stakeholders to utilise which must be in accordance with the Escalation Management Obligations Document. |
| Both | ||||||
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| SM023 | The Supplier must provide a monthly capacity report that covers all relevant services and offerings. |
| Type 1 only | ||||||
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All | SM014 | To the extent the Service Management Agent/Catalogue Authority can not access data as required, the Supplier must make such data available to the Service Management Agent/Catalogue Authority no later than 24 hours after the Service Management Agent/Catalogue Authority has requested such data, or where that the data is required urgently (such as to respond to a Parliamentary question), no more than 4 hours from the request being made by the Service Management Agent/Catalogue Authority to the Supplier. The Service Management Agent/Catalogue Authority shall act reasonably and give due regard to the impact on the Supplier when making such requests. |
| Both | ||||||
| SM015 | The Supplier shall provide the Service Management Agent/Catalogue Authority with named contacts and contact details who will join Service Management Agent/Catalogue Authority calls on request (acting reasonably) for the following functions. The below list is for GPIT Futures & Technical Innovation frameworks:
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| Type 1 only | ||||||
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| The Supplier shall provide the Catalogue Authority with details of the Supplier’s service hosting arrangements/providers and named contacts and contact details who will join Catalogue Authority calls on request (acting reasonably) for the following functions:
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| Type 2 only | ||||||
| SM018 |
The Supplier shall comply with the Problem Management Obligations document. |
| Type 1 only | ||||||
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| The Supplier shall raise Problems for the root cause of all HSSIs and shall, unless otherwise agreed with the Catalogue Authority acting reasonably, fix such Problems within 60 Working Days. |
| Type 2 only |
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