ECHA/2020/666  Annex 1 to Tender Specifications  Technical Specifications Restricted  20 (77) over to the responsible service manager at the Agency. It covers all the aspects related to  service management. By default, the service management reports include: Grow  operational reports are produced by the contractor ’s responsible (a service manager  if no project scope or a project manager otherwise) and handed over to the responsible  project or service manager at the Agency. The “Grow” operational reports include by  default:  In case of projects, the frequency of reporting may differ depending on the size and  complexity of the project and will also be stipulated in the specific contracts. In case of  evolutive maintenance, the frequency will be defined by the ECHA service manager,  monthly by default.  Transform  operational reports are produced by the contractor ’s responsible (a project  manager) and handed over to the responsible project or service manager at the Agency.  The “Transform” operational reports include by default: P.O. Box 400, FI-00121 Helsinki, Finland | Tel. +358 9 686180 | echa.europa.eu  • The planned activities for the next reporting period;  • A summary of the activities clearly showing the assignment of tasks to resources  over time, including starting and end dates of tasks, task completion percentage,  logical relation between the  activities, project critical path, milestones,  deliverables, delivery dates and budget execution;  • The planned activities for the next reporting period;  • The risks identified and the problems encountered, and their proposed mitigations;  • The values of the quality indicators, if applicable, related to a project;  • Lessons learnt (for end-of-project reports);  • Review and update of the quality indicators for “Accept ance of software  deliverables”. • A summary of the activities clearly showing the assignment of tasks to resources  over time, including starting and end dates of tasks, task completion percentage,  logical relation between the activities, project  critical path,  milestones,  deliverables, delivery dates and budget execution;  • The values of the quality indicators, availability, mean time between failures and  mean time to recover (i.e. MTBF, MTTR) of the services and each of the components  of the service (aggregated/summary reports, detailed reports and source data from  the monitoring systems);  • Service volumes (such as number of service requests, change requests, incidents);  • Response and Processing times (e.g. average, maximum, standard deviation of  service requests);  • Top categories for changes, requests and incidents;  • Major incidents and root-cause analysis outcomes;  • Service improvements and initiatives;  • Service trends (e.g. comparison of the above over time);  • Resource  consumption  (person  days/  tickets/  budget)  and  consumption  forecast/trends for the following period based on past reports.  Reporting for GROW activities  Reporting for TRANSFORM activities 