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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: 

• 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 

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: 

• 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”. 

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. 

## Reporting for TRANSFORM activities 

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: 

• 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; 

