Operations-Services: Difference between revisions
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* Annex OP 1 Service Operation Plan, section 2 Service Operation and section 3 Service Operation Functions | * Annex OP 1 Service Operation Plan, section 2 Service Operation and section 3 Service Operation Functions | ||
=OS.2. Has the NCPeH acquired a tool for managing Incidents, Problems and Changes? | =OS.2. Has the NCPeH acquired a tool for managing Incidents, Problems and Changes?= | ||
=Response= | =Response= | ||
Yes. The ΟpenSupports ticketing system open source software system is used for managing incidents, problems and changes as documented in: | Yes. The ΟpenSupports ticketing system open source software system is used for managing incidents, problems and changes as documented in: | ||
Revision as of 11:32, 19 May 2021
Operations-Services Domain
OS.1. Does the NCPeH have a documented Service (Level) Management Plan or similar including definition of functions, roles and responsibilities of the minimum required processes (i.e. Incident, Problem, Change, Configuration, and Service Level Management), and Support Organization?
Response
Yes. This functionality is documented in Annex OP 1 Service Operation Plan.
- Annex OP 1 Service Operation Plan, section 2 Service Operation and section 3 Service Operation Functions
OS.2. Has the NCPeH acquired a tool for managing Incidents, Problems and Changes?
Response
Yes. The ΟpenSupports ticketing system open source software system is used for managing incidents, problems and changes as documented in:
- Annex OP 9 Service Desk Monitoring Tool
OS.3. If applicable and where a RegNCP exist, are the service management procedures (e.g. communication plan, incidents and problem management) between the NCPeH and RegNCP Service Desks arranged?
Response
There is no RegNCP. All incidents are managed centrally due to the size of the country.
OS.4. Has the NCPeH identified all necessary services and does it have in place Service Level Agreements with all its ICT Service Providers?
Response
There is an SLA agreement between MOH, UCY and NEHA. SHSO also agreed to provide the service. (Annex OP 6 NCPeH CY Supporting Documentation, page 113 and Annex OS 2 Consortium agreement between UCY, NEHA and MOH] Also, there is an SLA agreement between UCY and GNOMON (subcontractor, see Annex OS 4). And there is an SLA between MOH and the 2 subcontractors that support the civil registry and the government gateway (see Annex OS 3 Third parties service agreements).
- Annex OS 2 Trilateral agreement between UCY, NEHA and MOH
- Annex OS 3 Third parties service agreements
- Annex OS 4 Contract signed with GNOMON
- Annex OS 6 DPA NEHA and UCY
- Annex OP 6 NCPeH CY Supporting Documentation, page 113
OS.5. How has the NCPeH organised the communication processes (e.g. incident, problem, performance, escalation) with the NCPeHs of the other Member States?
Response
We are going to follow the eHDSI guidelines and suggested best practices. This is organized via a single point of contact via email for the communication with other member states as documented in the eHDSI website: https://ec.europa.eu/cefdigital/wiki/display/EHOPERATIONS/eHealth+DSI+Operations+Home. Also, incurred incidents and problems are recorded via the service desk in the ΟpenSupports ticketing system.
- Annex OP 1 Service Operation Plan, section 2 Service Operation and section 3 Service Operation Functions
- Annex OP 9 Service Desk Monitoring Tool
- Annex OP 2 Operation and Organizational Structure
T.21. Does the NCPeH manage under Operations and Service Management the Conformance Testing life-cycle activities?
Response
At the existing phase of the project, the Operations and Service Management cover the Conformance Testing activities are carried out by UCY based on the CEF contract signed and the bilateral agreement. It is expected that UCY will continue offering these services after December 2020 based on an SLA to be signed with NEHA. The conformance testing is carried out following the change management procedure.
- Annex OP 1 Service Operation Plan, section 2.1 Change Management Procedures and section 3 Service Operation Functions
- Annex OS 2 Bilateral agreement
- Annex OP 6 NCPeH CY Supporting Documentation, see meeting minutes dated 25/10/2016, page 9, paragraph 4 .
T.22. Does the NCPeH place Conformance Testing results under change and configuration management?
Response
Conformance Testing results are followed up and addressed in change management. The ΟpenSupports ticketing system open source software system is used for managing changes.
- Annex OP 1 Service Operation Plan, section 2.1 Change Management Procedures and section 3 Service Operation Functions
- Annex OP 9 Service Desk Monitoring Tool