IN PLACE TO EFFECTIVELY GOVERN THE AGREEMENT.
CUSTOMER WILL WORK WITH SERVICE PROVIDER TO REVIEW AND COMPLETE THE HIGH
PRIORITY GOVERNANCE PROCESSES.
CUSTOMER WILL IMPLEMENT THE AGREED-UPON HIGH
PRIORITY GOVERNANCE PROCESSES WITH SERVICE PROVIDER'S ASSISTANCE AND
COLLABORATION.
APPENDIX 4-B ALSO LISTS CERTAIN MEDIUM AND LOW PRIORITY
GOVERNANCE PROCESSES THAT ARE REQUIRED FOR THE LONG-TERM GOVERNANCE OF THE
SERVICES.
2.4.2
[***] THE PARTIES WILL JOINTLY DEVELOP THE GOVERNANCE PROCESS
FUNCTIONAL RESPONSIBILITIES MATRIX.
SERVICE PROVIDER AND CUSTOMER SHALL JOINTLY
WORK TO CREATE AND FINALIZE THE DETAILED GOVERNANCE PROCESSES WHICH SHALL ENSURE
THAT THE INPUTS, TOUCH POINTS, AND COLLABORATION IDENTIFIED IN APPENDIX 4-B
OCCUR BETWEEN CUSTOMER AND SERVICE PROVIDER.
THE JOINT GOVERNANCE PROCESSES
SHALL BE DOCUMENTED AND MAINTAINED BY CUSTOMER AFTER COLLABORATION WITH THE
SERVICE PROVIDER AND SHALL FORM PART OF THE PROCEDURES MANUAL.
2.4.3
SUBJECT TO THE PRECEDING PARAGRAPH, THE TIMING FOR IMPLEMENTATION
OF SUCH PROCESSES IS INDICATED BELOW [***]
2.5
STANDARD REPORTING AND TOOLS
2.5.1
STANDARD REPORTING
(A)
[***] THE PARTIES SHALL MEET TO DEFINE DETAILED REPORTING
REQUIREMENTS FOR REPORTS TO BE DELIVERED TO CUSTOMER USING THE STANDARD REPORTS
DEFINED IN APPENDIX 4-D AS THE BASIS FOR SUCH MEETING.
(B)
[***]
(I)
[***]
(C)
[***] THE CONTENT AND DELIVERY SCHEDULE FOR ALL REPORTS WILL BE IN
ACCORDANCE WITH THE REQUIREMENTS SET FORTH IN APPENDIX 4-D.
2.5.2
GOVERNANCE TOOLS
(A)
[***] SERVICE PROVIDER WILL:
(I)
PROVIDE ALL NECESSARY DATA IN AN AUTOMATED FASHION, TO THE EXTENT
PRACTICABLE, TO PRODUCE THE DESIRED GOVERNANCE REPORTS AS AGREED UPON BETWEEN
THE PARTIES AND AS OUTLINED IN APPENDIX 4-D.
[***]
(II)
ASSIST CUSTOMER IN ENSURING THAT THE INFORMATION [***] IS
PRESENTED ACCURATELY ON REPORTS CONSISTENT WITH SERVICE PROVIDER'S DATA PROVIDED
TO THE CUSTOMER.
(III)
WORK WITH THE CUSTOMER TO USE THE [***]TOOL JOINTLY TO MANAGE
VARIOUS GOVERNANCE PROCESSES (ISSUE MANAGEMENT, SERVICE LEVEL MANAGEMENT, ETC.)
AND DECISIONS.
(B)
[***]
(C)
[***] IF NECESSARY, SERVICE PROVIDER SHALL IMPLEMENT ADDITIONAL
SERVICE PROVIDER PERFORMANCE MONITORING AND REPORTING TOOLS OR SYSTEMS [***].
4
3.
PROGRAM MANAGEMENT
3.1
CUSTOMER PMO.
[***] CUSTOMER SHALL ESTABLISH THE CUSTOMER PMO.
[***]
THE CUSTOMER PMO SHALL COORDINATE ITS ACTIVITIES WITH THE SERVICE
PROVIDER PMO FUNCTION.
3.2
SERVICE PROVIDER PMO.
[***]SERVICE PROVIDER SHALL ESTABLISH A
SERVICE PROVIDER PMO.
3.2.1
IT IS EXPECTED THAT AT A MINIMUM THE SERVICE PROVIDER WILL PROVIDE
THE FOLLOWING SERVICES AS PART OF ITS PMO [***]
3.3
TRANSITION MANAGEMENT OFFICE
3.3.1
[***] SERVICE PROVIDER SHALL ESTABLISH A SERVICE PROVIDER TMO TO
MANAGE AND EXECUTE THE TRANSITION AND TRANSFORMATION PROJECTS NECESSARY FOR THE
COMMENCEMENT OF THE DELIVERY OF SERVICES.
[***] THE SERVICE PROVIDER TMO SHALL
REMAIN IN-PLACE FOR THE DURATION OF THE TRANSITION AND TRANSFORMATION PROJECTS
REQUIRED FOR THE COMMENCEMENT OF THE APPLICABLE SERVICES.
3.3.2
THE SERVICE PROVIDER TMO RESPONSIBILITIES, IN COORDINATION WITH THE
PMOS, INCLUDE [***]
3.3.3
THE PMOS
(A)
SHALL COORDINATE THEIR EFFORTS TO TRANSITION THE SERVICES FROM
CUSTOMER TO SERVICE PROVIDER.
THE PMOS SHALL ALSO MONITOR AND SUPPORT THE
TRANSITION AND TRANSFORMATION PROJECTS [***]; AND
(B)
SHALL ALSO BE RESPONSIBLE FOR THE ENTIRE PROJECT INITIATION AND
AUTHORIZATION GOVERNANCE PROCESS, [***];