2.148.3 Request Fulfillment Process

Manual Transmittal

March 28, 2016

Purpose

(1) This transmits new IRM 2.148.3, IT Support Services Management, Request Fulfillment Process. This Request Fulfillment Process describes the necessary steps within Operations Support for delivery of a product or service. This document defines the standard Request Fulfillment processes and procedures for recording, tracking, monitoring, escalating and delivering Requests for products or services through its life-cycle.

Material Changes

(1) This IRM is the initial publication of the Process Description for Request Fulfillment. This description specifies in a complete, precise, and verifiable manner the requirements, design, behavior characteristics of the Request Fulfillment Process.

Effect on Other Documents

Information Technology Asset Management Enterprise Incident Management Standards, IRM 2.14.2.8 which obsolesces: Information Technology Asset Management Enterprise Incident Management Standards, IRM 2.14.2 (dated 03-17-2010).

Audience

This Process Description is applicable to all organizations within the IRS requesting IT products and services and by anyone which has the responsibility of delivering those products and services to our Information Technology customers and users.

Effective Date

(03-28-2016)


Terence V. Milholland
Chief Technology Officer

Request Fulfillment Process Description

  1. Request Fulfillment Process Description

Introduction

  1. Introduction

Administration
  1. All proposed changes to this document should be directed to the IRS Information Technology Customer Service Support Director, owner of this Process Description and be pursued via the IPM process to clearly define interfaces, roles, responsibilities, and coordinate participation and collaboration between stakeholders.

Purpose of Process Description
  1. This Request Fulfillment Process describes what happens within the Request Fulfillment Process and provides an operational definition of the major components of the process. This description specifies, in a complete, precise, and verifiable manner, the requirements, design, behavior characteristics of the Fulfillment Process. This is a documented expression of a set of activities performed to achieve a given purpose. Tailoring of this process in order to meet the individual needs of each project is covered in the Tailoring Guidelines section of this document.

  2. For the purpose of this document, roles such as Service Requestor, First Level Support, Service Owner, Service Support Provider, etc. are provided to describe a set of responsibilities for performing a particular set of related activities.

  3. The purpose of Request Fulfillment is to provide a process to order products and services listed in the IT Service Catalog in an efficient and cost-effective manner. Inputs for Request Fulfillment come from customers and users ordering products and services that are in the service catalog. Requests can also be initiated as the result of an approved Work Request (WR), approved Change Request or a Break/Fix replacement. The output of the process is the delivery of products or services requested.

    Note:

    Not all products and service are available to all requesters. Availability is based on Service Level Agreement (SLA) for the product or service and requester’s entitlement.

Document Overview
  1. This document describes a set of interrelated activities, which transform inputs into outputs, to achieve a given purpose and states the guidelines that all products and services should follow regarding the Request Fulfillment Process. The format and definitions used to describe each of the process steps for Request Fulfillment are described below:

    • Purpose – The objective of the process step.

    • Roles and Responsibilities – The responsibilities of the individuals or groups for accomplishing a process step.

    • Entry Criteria – The elements and conditions (state) necessary to trigger the beginning of a process step.

    • Input – Data or material needed to perform the process step. Input can be modified to become an output.

    • Process Activity – The list of activities that make up the process step.

    • Output – Data or material that are created (artifacts) as part of, produced by, or resulting from performing the process step.

    • Exit Criteria – The elements or conditions (state) necessary to trigger the completion of a process step.

Process Overview

  1. Process Overview

Work Products
  1. This section describes the work products needed to execute the process (known as inputs) as well as those produced by the Request Fulfillment Process (known as outputs).

Work Products Used by this Process (Inputs)
  1. The following work products are used to assist in the implementation of the Request Fulfillment Process:

    • Service requests from recording procedure (IT Service Desk function and/or WRMS)

    • Information on open service requests

    • Service Level Agreement

    • Catalog of Services

    • User Entitlements (Profile Database)

    • Knowledgebase

    • Operational Level Agreements

    • Underpinning Contracts

    • Standard Operating Procedures (SOPs) and IRMs

Work Products Produced by this Process (Outputs)
  1. The following work products (artifacts) are produced by the Request Fulfillment Process and may be used as inputs to other processes:

    • Data on service requests

    • Asset Management updates

    • Fulfilled service requests (closed)

    • Catalog update

    • Cancelled service requests (closed)

    • Denied service requests

Roles and Responsibilities
  1. Many roles are involved in the Request Fulfillment Process. This section defines the roles used throughout this document in terms of their responsibilities.

    Role Description Definition of Responsibility
    Service Requestor To submit request and provide required information, and any additional information during the lifecycle of the request.
    Service Approver To review service request details. To approve or deny the submitted request. This may be done in advance for requests that are determined to be standard and not requiring direct approval. For services requiring a predetermined approver, the approver will be entered automatically or manually. Some products and services require a secondary approval.
    First Level Support, Enterprise Service Desk Specialist To record, classify, and log service requests based on user interactions. To fulfill requests and/or assign to appropriate Service Support Provider. Provide status updates to users and customers. Review and monitor progress of service requests.
    Service Support Provider (SSP) Any organization that delivers a standard service or product to a customer or user. Responsible for the provisioning of products or services requested within the Service Level Agreement. Responsible for the delivery of the product or service requested by service requestor. This role is carried out by various organizations in IT and outside of IT based on products or services requested. Responsible for the provisioning of products or services requested within the Service Level Agreement. Responsible for the delivery of the product or service requested by service requestor. This role is carried out by various organizations in IT and outside of IT based on products or services requested.
    Process Owner Accountable for ensuring that a process is “fit for purpose.” The Process Owner’s responsibilities include sponsorship, design, change management and continual improvement of the process and its metrics.
    Process Manager Responsible for operational management of a process. The Process Manager's responsibilities include planning and coordination of all activities required to carry out, monitor and report on the process.
    Process Practitioner Responsible for carrying out one or more process activities. Working with other stakeholders, such as their manager, co-workers, users and customers, to ensure that their contributions are effective. Creating or updating records to show that activities have been carried out correctly.
    Service Owner Accountable for delivery of specific IT products and services assigned to the group in support and delivery of the service. Responsible for the quality and integrity of request fulfillment. Service Owners are instrumental in the development of service strategy and are responsible for the content of request fulfillment.
Request Fulfillment Flow Diagram
  1. Request Fulfillment Process Flow Diagram

    Figure 2.148.3-1

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Request Fulfillment Process

  1. Process Steps

Step 1: Submit Request
  1. Submit Request

Purpose
  1. The purpose of this process step is to record the details of the request and to link user information in order to log the service request.

Roles and Responsibilities
  1. The Service Requestor is responsible for providing accurate information related to the service being requested and to only request services they are entitled to request. To assign an approver based on their management chain if required.

  2. The First Level Support Enterprise Service Desk Specialist is responsible for recording, classifying and logging service requests based on customer and user interactions. A determination is made on whether the request can be fulfilled at this level, moved to approval process, or assigned to Service Support Provider(s).

Entry Criteria
  1. Requests are submitted in the following methods:

    • Order from the Product and Services Catalog via the web

    • Contact the Enterprise Service Desk

    • Work Request

    • Request for Change (RFC)

Input
  1. Request details

Process Activity
  1. Log request

  2. Assess request

Output
  1. Request for products or services

  2. Interaction

Exit Criteria
  1. This process step is complete when the service request is created

Step 2: Approve Request
  1. Approve Request

Purpose
  1. The purpose of this process step is to provide approval if appropriate for the provisioning of the product or service requested.

Roles and Responsibilities
  1. The Service Approver is responsible for ensuring entitlement and validity of the request. The approver is responsible to approve or deny the request in a timely manner or the request will be rejected

Entry Criteria
  1. Generally, approval occurs after the following:

    • An interaction has been recorded

    • The interaction is determined to be a request for a product or service

    • The product or service requested is listed in the Catalog of Services offered

    • The product or service request is a valid request that the requestor is entitled to make

Input
  1. The following are inputs to this process step:

    • Interactions from Recording Procedure identified as service requests

  2. Examples of service requests:

    • Password resets

    • Requests for reports or documentation

    • Request for standard and entitled hardware or software items

    • Request for a standard services IT performs

    • Request for access to IT services or systems

    • Requests for network toner

    • Other standard requests as identified in the Catalog of Services

Process Activity
  1. Approve Request

  2. Route Request

Output
  1. The following are outputs to this process step:

    • An approved service request routed directly to the Service Support Provider

    • A disapproved service request (closed request)

    • Data related to the service request approval or denial

Exit Criteria
  1. This process step is complete when a service request is approved or denied and moved to the next step:

    • A denied request is closed

    • An approved request is routed to the Provision Request step

Step 3: Provision Request
  1. Provision Request

Purpose
  1. The purpose of this process step is to deliver standard IT products or services based on the Service Level Agreement

Roles and Responsibilities
  1. The Service Requestor is responsible for providing accurate information related to the product or service being requested and to only requests products and services they are entitled to request.

  2. The Service Support Provider is responsible for delivering the product or service requested to the service requestor. They possess unique technical skills, knowledge, mobility or access to an inventory of resources required to fulfill the delivery of the product or service requested. They follow documented procedures related to the products or services requested using the approved instructions in the Knowledgebase.

  3. The Service Owner is responsible for specific IT products and services assigned to the group in support and delivery of the service, and is responsible for quality and integrity of the request fulfillment.

Entry Criteria
  1. Generally, delivery occurs after the following:

    • A service request has been approved

    • The service request is routed to the Service Support Provider that provides the requested product or service

Input
  1. The input to this process step is an approved IT request for a product or service.

Process Activity
  1. Receive Request

  2. Assign Request

  3. Fill Request

Output
  1. The following are outputs to this process step:

    • A closed service request

    • Data related to the closed service request

    • A valid requested product or service delivered to the requestor

Exit Criteria
  1. This process step is complete when:

    • A service request fulfillment is confirmed

    • A service request is withdrawn by requestor

Step 4: Close Request
  1. Close Request

Purpose
  1. The purpose of this process step is the close a completed (fulfilled) request or to close a requestor cancelled request.

Roles and Responsibilities
  1. The Service Support Provider is responsible for closing the request after fulfillment. They communicate with the Service Requestor and receive concurrence to close the request. They use the tool to close the request.

  2. The Service Requestor is responsible for timely communicating with the Service Support staff. Upon receiving the requested product or service, Service Requestor provides concurrence to close the request.

Entry Criteria
  1. Generally, request closure occurs after the following:

    • A service request has been fulfilled

    • Requestor rescinds the request (automated closure by the tool)

Input
  1. The following are inputs to the process step:

    • Completed requests

    • Cancelled requests

Process Activity
  1. Close Request

Output
  1. The following are outputs to this process step:

    • Closed requests for IT products and services

    • Cancelled requests for IT products and services

    • Data related to closed requests

    • Data related to cancelled requests

Exit Criteria
  1. This process step is complete when:

    • Requests for products or services have been closed or cancelled

Process Measurement
  1. Management will regularly review quantifiable data related to different aspects of the Request Fulfillment Process in order to make informed decisions and take appropriate corrective action if necessary

  2. Examples of Key measurements are:

    • Service Level Agreements met

    • Operational Level Agreements and Underpinning Contracts fail to meet negotiated time frames for fulfillment of requested service

    • Percent On-time for Standard Requests

    • Requests completed at First Level

Training
  1. Service Request Processing Training

  2. Supplemental training program for support organizations for specific products or services provided

Procedure

  1. Request Fulfillment Procedure

Administration
  1. All proposed changes to this document should be directed to the IT User and Network Services (UNS) Customer Service Support Director, owner of this procedure and pursued via the IPM process to clearly define interfaces, roles, responsibilities, and coordinate participation and collaboration between stakeholders.

Purpose of Procedure
  1. This document defines the step-by-step instructions on how to conduct the activities used to implement the Request Fulfillment procedure in Information Technology. The purpose of a procedure document is to institutionalize and formalize the preferred method of performing tasks that staff is using. The objective is to have everyone using the same tools and techniques and follow the same repeatable steps so that the organization can quantify how well the procedure is working and train future staff members who may not currently know the routine. Ensuring consistency is a critical component for ensuring optimum efficiency.

  2. Tailoring of this procedure in order to meet the individual needs of each project is covered in the Tailoring Guidelines section of this document.

  3. For the purpose of this document, roles such as Service Approver, First Level Support, and Service Support Provider are provided to describe a set of responsibilities for performing a particular set of related activities.

Procedure Overview
  1. Request Fulfillment Procedure Overview

Purpose
  1. The purpose of this procedure is to outline the steps required to provide a process to order products and services listed in the IT Service Catalog in an efficient and cost-effective manner. Inputs for Request Fulfillment come from customers and users ordering products and services that are in the Service Catalog. Requests can also be initiated as the result of an approved Work Request (WR), approved Change Request or a Break/Fix replacement.

  2. Standard requests are for items available in the Service Catalog (including hardware and software). Standard request items have been vetted through the Change Management process and are approved for use in the IT environment. HP Service Manager (KISAM) is the tool utilized for Standard Requests.

  3. Non-standard requests are for items that are not available in the Service Catalog. This would include the introduction of new products or services. Non-standard items are generally requested via the Work Request procedure. Work Request procedure is used for requesting non-standard items and for requesting more than 10 standard items. Work Requests have their own approval process which can vary based on the type of Work Request. Work Request Management System (WRMS) is the tool utilized for Work Requests.

  4. The output of the process is the delivery of products or services requested.

    Note:

    Not all products and services are available to all requestors. Availability is based on Service Level Agreement (SLA) for the product or service and requester’s entitlement.

Related Process Artifacts
  1. Process Artifacts

    • Service requests from interaction recording procedure

    • Information on open service requests

    • Service Level Agreement

    • Catalog of Services

    • User Entitlements (Profile Database)

    • Approved Work Requests (from Demand Management Process)

    • Knowledgebase

    • Operational Level Agreements

    • Underpinning Contracts

    • Standard Operating Procedures (SOPs) and IRMs

Related Directives
  1. IRM 2.148.1 IT Service Support Management

Entry Criteria
  1. Generally, the Request Fulfillment procedure occurs after the following events have taken place:

    • Order from the Service Catalog via the web

    • Telephone Call to the Information Technology Service Desk

    • Demand Management - Work Request

    • Change Management - Request for Change (RFC)

Input
  1. The following are inputs to this Request Fulfillment procedure:

    • Request detail

    • Interactions from Recording Procedure (IT Service Desk Interaction Classification and Initial Support)

    • Approved requests for products or services

    • Approved Work Requests (WR)

    • Approved Requests for Change (RFC)

Activities
  1. This Procedure covers activities as follows:

    A1 Submit Request
    A2 Approve Request
    A3 Provision Request
    A4 Close Request
Output
  1. The primary outputs of this Request Fulfillment procedure are:
    Completed (closed) requests for IT products and services:

    • Cancelled requests for IT products and services

    • Data related to closed requests

    • Data related to cancelled requests

Exit Criteria
  1. The Request Fulfillment procedure exits when request for products or services are:

    • Denied by approver

    • Provisioned (request filled)

    • Cancelled

Procedure Flow Diagram
  1. Request Fulfillment Overview Diagram

    Figure 2.148.3-2

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Activity and Steps
  1. This section delineates the activity steps, including roles and tools or templates, needed to perform each step of this Procedure.

    A1: Submit Request User submits request to the Information Technology staff. Requests can be submitted via Web, phone, e-mail or self-service.
    Steps Roles
    1. Service Requestor (User) submits request. (A1.1) Service Requestor
    2. Tool determines if request requires approval System
    3. If approval is required, user inputs approver name into tool. Tool routes request to Service Approver Service Requestor, Service Approver
    4. If approval is not required, request is routed to either Enterprise Service Desk or Service Support Provider. Routing is based on type of product or service requested. Enterprise Service Desk Specialist, Service Support Provider

    Figure 2.148.3-3

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    A2: Approve Request
    Steps Roles
    1. Service Approver receives notification of request. (A2.1) Service Approver
    2. Service Approver reviews request. Based on the request and user entitlements, determines to approve to deny request Service Approver
    3. Denied Request (A2.2) Proceed to A2.3 (Request Closed by Tool)
    4. Approved Request: Proceed to Approved Request Routing
    5. If request is denied or not approved within SLA timeframes, the request is closed. (A2.3) Service Approver

    Figure 2.148.3-4

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    A3.1: Provision Request - Enterprise Service Desk Provisioning
    Requests are provisioned by Enterprise Service Desk Specialist or by Service Support Providers, depending on the specific request.

    Note:

    Expedited and Emergency provisioning timeframes are covered by Service Level Agreements and are detailed in the knowledge base.

    Steps Roles
    1. If request is approved, the system assigns request to the Enterprise Service Desk. Enterprise Service Desk Specialist receives request. Requests are routed to ESD or Service Support Provider(s) after approval from Service Approver or directly from Service Requestor for requests that do not require a Service Approver. (A3.1) Enterprise Service Desk Specialist
    2. Enterprise Service Desk Specialist validates user entitlement to the requested product or service. Specialist validates availability of requested product or service. If user is not entitled or product/service is not available in the Service Catalog, Specialist refers request to BSP exception procedure described in the knowledgebase. (A3.2) Enterprise Service Desk Specialist
    3. Service Desk Specialist reviews request. Based on knowledgebase and SOPs, determines provisioning path. Enterprise Service Desk Specialist
    4. Is request filled by Service Desk Specialist? If yes, proceed to (A3.3) Fill Request
    5. Is request filled by Service Support Provider(s)? If yes, proceed to (A3.5) Determine Service Support Provider
    6. If request meets criteria for fulfillment by ESD, Service Desk Specialist follows knowledgebase and SOPs to fill request. (A3.3) Enterprise Service Desk Specialist
    7. After request has been completed (A3.4), move to Close Request (A4) Enterprise Service Desk Specialist
    8. If Request is not filled by Enterprise Service Desk, follow knowledgebase and SOPs and determine the appropriate Service Support Provider. (A3.5) Enterprise Service Desk Specialist
    9. Follow knowledgebase and SOPs and assign request to appropriate Service Support Provider. (A3.6) Enterprise Service Desk Specialist
    A3.7: Provision Request - Service Support Provider Provisioning
    Requests are provisioned by Enterprise Service Desk Specialist or by Service Support Providers, depending on the specific request.
    Steps Roles
    1. Service Support Provider receives request (A3.7). Requests are routed to Service Support Provider(s) after:
    • Approval from Service Approver, or

    • Directly from Service Requestor for requests that do not require a Service Approver, or

    • Assignment from Service Desk in (A3.6)

    Service Support Provider
    2. Service Support Provider validates user entitlement to the requested product or service. Service Support Provider validates availability of requested product or service. If user is not entitled or product/service is not available in the service catalog, Service Support Provider refers request to BSP exception procedure described in the knowledgebase. (A3.8) Service Support Provider
    3. Review request and ensure product or service is provided by Service Support Provider. If not provided, assign request to appropriate group or Service Support Provider for provisioning. (A3.9) Service Support Provider
    4. Service Support provider follows knowledgebase and SOPs to fill request. (A3.9) Service Support Provider
    5. Provides Service Requestor with requested product or service (A3.9) Service Support Provider
    6. After request has been completed (A3.10), move to Close Request (A4) Service Support Provider

    Figure 2.148.3-5

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    A4: Close Request
    Steps Roles
    After request has been completed, move to Close Request (A4) Process Practitioner
    1. Validate that the product or service has been provided to Service Requestor. Gain user concurrence to close the request. (A4.1) Process Practitioner
    2. Using the system, follow the knowledgebase and SOPs to close the request. (A4.2) Process Practitioner

    Figure 2.148.3-6

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Tailoring Guidelines

  1. This process may not be tailored to meet specific project requirements.

CMMI, ITIL, PMI Compliance

  1. The Capability Maturity Model Integration (CMMI) can be used to judge the maturity of an organization’s processes and related process assets and can be used to plan further improvements. CMMI sets the standard for the essential elements of effective and mature processes, improved with quality and efficiency.

  2. The Information Technology Infrastructure Library (ITIL) contains a collection of best practices, enabling organizations to build an efficient framework for delivering IT Service Management (ITSM) and ensuring that they are meeting business goals and delivering benefits that facilitate business change, transformation, and growth.

  3. The Project Management Institute (PMI) organization advances the project management profession through globally recognized standards and certifications.

  4. This process asset is used to indicate that all artifacts are developed or acquired, incorporating CMMI, ITIL, and PMI requirements, to meet the business objectives of the organization and that they represent investments by the organization that are expected to provide current and future business value to the IRS.

Definition, References

  1. Definition, References

Definitions

  1. A Glossary is available on the IPM Process Asset Library IT PAL

References

  1. The following resources are either referenced in this document or were used to create it:

    • Service Desk Procedures

    • Incident Management Procedures

    • ITIL V3

    • Legacy IRM 2.14

Exhibits

  1. Exhibits

Exhibit A: Glossary

  1. Term Definition
    ACD Front End Message A message to be played back to customers contacting the Customer Service Desk via the toll-free phone number.
    Artifact A work product created by a process or procedure step, e.g., plans, design specifications, etc.
    Catalog Entries in the Service Catalog that are associated with a specific product or fulfillment service that needs to be delivered.
    Entry Criteria The elements and conditions (state) necessary to trigger the beginning of a process step.
    EOD End Of Day.
    Escalate The action taken in HP service Manager to change an interaction into an incident.
    May also refer to: Managerial Escalation when an incident is elevated to management to assist in resolution. This could involve a change in the impact or urgency if the event warrants a more immediate response. Or
    Technical Escalation when an incident is transferred to a higher service level technician to assist in resolution. This could involve change in the assignment if event warrants a different skill set.
    Event The occurrence of a specific, detectable action or condition. For example, the opening of a change or task, an approval, or an update.
    Exit Criteria The elements or conditions (state) necessary to trigger the completion process step.
    FIFO First In – First Out.
    IFrame Message A message to be displayed to customers via the Employee Self-Service website.
    Impact The value measure of the effect on the IRS Business Operations of an Incident, Problem, or Change. Impact and Urgency are used to assign Priority.
    Incident Incident records are logged from an interaction by the Service Desk. The incident will be associated to the call incident and assigned to a Service Support Provider for incident resolution.
    Information Alert (Info Alert) E-mail notifications to relay information to internal and external customers. The templates used to distribute this information are General (information only) Scheduled (scheduled outages), Unscheduled Outages (major system outages), CADE2 Elongated Day/Week and End of Day (daily processing).
    Issue A contact or event.
    Knowledgebase A published source of approved definitive workarounds and solutions for known errors commonly experienced. Integrates with interaction, incident, and problem management so that users are able to search for and use knowledge articles developed from prior incidents or problems to resolve a new instance of the same type of incident.
    Known Error A Problem that has a documented Root Cause and a Workaround or solution that is documented. Known Errors are created by Problem Control working on Problems and are managed throughout their Lifecycle by Error Control. Known Errors may also be identified by Development or Suppliers.
    Priority The sum of the Impact and Urgency assigned to an incident are used to determine Priority.
    Problem A new event for which no known workaround or solution has been developed and documented in Knowledge Management by an approved source. The cause is not known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.
    Problem Management The process of identifying Problems and converting them to Known Errors by developing solutions or workarounds proactively before they become incidents or after they become incidents.
    Request One or more tasks (line items) that must be performed to deliver or execute a product or service.
    Resolution The process taken to resolve (fix) an issue. Also the point at which an event’s effects are resolved for the user by implementing a workaround, solution or providing a service but before the event is closed.
    Role A set of responsibilities, activities, and authorizations.
    Status The current stage in the Lifecycle of the associated Configuration Item, Incident, Problem, etc.
    Tool Job aid for a specific purpose, e.g., Checklist, template, application, etc.
    Underpinning Contract (UC) A contract between an IT service support provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The Underpinning Contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements.
    Urgency The value ranking of the Incident, problem or change within the impact category it is assigned. The lower the value number the sooner it must be addressed. Impact and Urgency are used to determine the Priority. Example 2 urgency with a 4 impact is done before 3 urgency with a 4 impact within the same starting period for FIFO.
    Work Request Management System (WRMS) The Work Request Management System (WRMS) is the authoritative, centralized database and repository for work requests. WRMS maintains, distributes, and tracks work request and its associated documentation, attachments and responses. It is also a management and reporting tool.

Exhibit B: Abbreviation and Acronyms

  1. Acronyms Definition
    ACIO Associate Chief Information Officer
    CIO Chief Information Officer
    CSSC Customer Service Support Center
    CTO Chief Technology Officer
    FIFO First In – First Out
    IPM Integrated Process Management
    IRM Internal Revenue Manual
    IT Information Technology
    ITIL Information Technology Infrastructure Library
    ITPAL Information Technology Process Asset Library
    MSLA Master Service Level Agreement
    OLA Organizational Level Agreement
    PD Process Description
    PR Procedure
    SLA Service Level Agreement
    SLR Service Level Review
    SOP Standard Operating Procedures
    UC Underpinning Contract
    UNS User and Network Services
    WR Work Request (formerly known as UWR)