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ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
Document title: CS Support Services Operations Manual
Document type: Operations Manual
Release: N/A
Abstract: This is the top-level procedures document describing the
activities carried out by the Support Services Unit within ICL
Pathway Customer Service
Document status: APPROVED
Owner: Peter Burden
Author & Dept: Richard Burton, A&TC, Technical Authors
Peter Burden
Contributors:
Reviewed by:
Comments by:
Comments to: Peter Burden
Distribution: Customer Service Director
CS Operations Services Manager
CS Support Services Manager
CS Infrastructure Services Manager
Pathway document library
SSC Manager
OTT Manager
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0.0 Dotuwment Controt
O.14 Document History
1.0 24/08/98 First approved version
Ll 23/07/99 First draft of revised version also
incorporating parts of CS/MAN/oo02
1.2 16/08/99 Updates from Mik Peach. Document
Reference changed to CS/MAN/oo02
13 17/08/99 Further updates from Mik Peach added
2.0 22/09/99 Approved version
2.2 24/1/00 Updated by Peter Burden
3.0 7/2/00 Approved
0.2 Approvel Authoritiey
Peter Burden
0.3 Associated Dotumenty
The version numbers and dates the following table shows are those that were current
when this document was written. If you wish to look at one of these referenced
documents, search for the document in the Pathway Document Library (PVCS) and
refer to the latest version.
CS/MAN/oo1 2.0 11/02/00 ICL Pathway CS Operations I Pathway CS
Manual
CS/MAN/003 3.0 u/o2/00 I ICL Pathway CS Operations I Pathway CS
Support Operations
Manual
CS/MAN/oo5 3.0 u/o2z/o0 I ICL Pathway CS Pathway CS
Infrastructure Services
Operations Manual
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ICL Pathway
CS Support Services Operations Manual
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Ref: CS/MAN/oo2
Version: 3.0
Date: 07/02/00
CS/MAN/006
3.0 11/02/00
ICL Pathway CS General
Information Operations
Manual
Pathway CS
CS/FSP/006
03 08/12/97
Agreement
End-to-End Support
Process Operational Level
Pathway CS
CS/PRD/o21
1.6 29/07/99
Definition
ICL Pathway Problem
Management Process
Pathway CS
0.4 Abbreviotions/Definitiony
BRT Business Recovery Team
CMT Crisis Management Team
cs Customer Service
CSRM Customer Service Release Manager
KEL Known Error Log
HSH Horizon System Helpdesk
OCR Operational Correction Request
OsD Operational Services Division (of ICL)
OTI Open Teleservice Interface
OTT Operational Test Team
SSC System Support Centre
SMC System Management Centre
0.5 Changes mn thiy Vervow
2.0 Approved version
21 Updates following comments
3.0 Approval following updates
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0.6 Changes Expected
None
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0.7 Table of Contenty
1 Introduction...
2 Scope.
3 Overview.
4 System Support Centre...
41 Overview
4.1 SSC responsibilities to first and second line support........... 9
4.2 SSC responsibilities to fourth line support
4.2 Applications support
4.241 Role of first line support.
4.2.2 Role of second line support:
4.2.3. Role of third line support
4.2.4 Role of fourth line suppott............. 14
4.3 Operational change ............. 5
4.4 SSC reference kit.... 16
4.41 Overview 16
4.4.2 Updating the hardware asset register 17
45 Diagnostic information 17
4.5.1 Maintaining the Known Error Log on the SSC intranet site .
4.5.2 Transferring knowledge between support units.
4.6 Diagnostic tools 18
4.6.1 Overview 18
4.6.2 Developing diagnostic tools 218
4.7 SSC intranet site 19
4.741 Known Error Logs (KELs) wd
4.7.2. Change proposals +19
4.73 Release management
4.7.4 Operational Change/Corrections
4.75 Work Instructions
4.7.6 Other facilities
4.8 Access to the live system
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4.9 Additional technical support to Pathway CS.......:c.ccesesseeseessesseeseesee 20
5 Operational Test Team (OTT) 0... esssecsessecessessecsssseeseesseesessnesseeseeseenee 22
51 OVEPVIOW ooo eeeeecceseseeeseseeeenesesesesuenesesesesucasseeteneneaeneeensacaeenensesaeetensneeeeneeee22
5.2 Scheduling testing ........cccccceseseeseesesseseesesseseesessessessesessessessssesseseeseesssne 22
5.3 Controlling testing.........c.cccseseeseeseessesseeseeseeseesseeseesseeseessseseessesseeseene 23
5.4 —_ Recording rig problems ...........cecsessessessessseeseeseessecsesssessessseeseessessessensies 24
5.5 Controlling OTT documents..........cescessecssesseessecsessessesseesseeseesvesseeseesees 24
5.5.1 Creating a new OTT document ........ccecseesecsessesseesesseestesseeneeseenee 25,
5.5.2 Updating an existing OTT document... 25
5.6 Recording the fix level of the test rig.......ccsessssseeseeseeseesseeseseeseeseeesees 26
6 Business continuity
7 Appendix A — Process diagrams ........ssecsseessseessesssecsssesseesseesseesseeeesesses 28)
Aa First and second line support.......ssscccseseesesesseeseeeesreseeseesnssseesseeees 28
A.2 Third and fourth line support........
A.3 Support and release management PrOCeSs ..........seessecseeseeeseeseesesseeseees ZO
A.4 Deciding whether a software fix should be developed ..........:00ces00000 31
8 Appendix B Operational Correction Request form .........cccssseseeseeeeeeee 32
9 Appendix C SSC Business Recovery Plan.......ssesesseseeseseesesneeseeseeen 37
91 Section1 ICL Pathway Generic
Quad Introductio:
Q.1.2 Objectives .
9.13 Scope
9.1.4 Assumptions .
9.15 Change Management ....
9.1.7 TeStiNg....scscescesesseseessesesseseesesseessessesesssessssssseesesnesnssssnssnesesseaneaneneens
9.1.8 Business continuity process at Pathway... 39
9.2 Section 2 SSC specific ...ccccscecsseccsecsseesseeesseessseesseesseesseesseeesseesseeesseessees Gl
9.2.1 Strategy explanation........cccccesecseseesteseeseesesseesesestessesseseesee GI
9.2.2 Pre-disaster ACtiONS..........cccecessseseseseeeenesesereeeeneeeetereeeesetetetseeeeereees GL
9.2.3 SSC Contact numbe’s.......cccceseseeesesseseseseseeseseseseensseseeeeee GL
9.2.4 Action Checklist 0. cccccsccseseseseeessesssesesesnssessesesssssessseees 42:
9.2.5 External Contacts ....cccscccscesssesessessessesesesseeseessesssessseassseeeseene GO
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9.2.6 Vital Records....
9.2.7 Critical Equipment .........0..cccceecseesseesseesseesseeees
9.2.8 SSC Back up Facilities at FELOL........ceeeeeees
10 Appendix D SSC PC Build Details... ccc
10.1 SSC workstation build €L .......c.ccsseesseeseesseeseesseeseeeteesees
10.1.1 Build process....
10.1.2 Initial products
10.1.3. Additional products / customisation over PIT build
10.1.4 “At desk” action for SSC workstation build
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1 Introduction
This manual provides a high-level description of the activities of the Support
Services Unit within Pathway Customer Service.
2 Scope
This manual primarily provides a description of the operations of the CS
Support Services Unit. However, to put these operations in context, it also
describes some of the activities of other units where they are relevant. This is
particularly the case in the software release management area. There are other
manuals that describe operations within the other areas of Pathway Customer
Service.
Where necessary, in addition to this manual, there are process documents,
lower-level procedures and work instructions that describe some of the
operations in more detail.
Appendix A, at the end of the manual, contains diagrams of some of the
processes.
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3B Overview
The purpose of the CS Support Services Unit is to support Pathway Customer
Service in the day-to-day delivery of the Pathway solution. It consists of two
groups of people as shown in the following diagram.
CS Support Services
System Support I : Operational Test I
Centre (SSC) I Team (OTT)
The functions of the individuals groups are:
e System Support Centre (SSC)
Is responsible for all support activities, and, in particular, it provides third
line support for all applications in the Pathway estate
e Operational Test Team (OTT)
Tests all software fixes and, where applicable, changes to reference data to
ensure there is no risk to the live service
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4.14
Systew Support Centre
This section of the manual describes the operations and responsibilities of the
System Support Centre (SSC).
Overview
The principles by which the SSC operates are documented in End-to-End
Support Process Operational Level Agreement (CS/FSP/o06) which defines the
responsibilities of the four levels of support towards each other. This document
is effectively a service level agreement between the support units, outlining
specific tasks and measures of success.
The aim of the SSC is to provide a support capability to Pathway that resolves
technical problems in the minimum time and with the minimum amount of
disruption to the service. The SSC aims to provide a centre of technical
expertise for Customer Service, providing technical advice, guidance, and
expertise relating to all parts of the Pathway system.
More specifically the SSC has responsibilities to:
e First and second line support
e Fourth line support
4.1.1 SSC responsibilities to first and second Line support
The responsibilities of the SSC to first and second line support, that is the
Horizon System Helpdesk (HSH) and the System Management Centre (SMC)
respectively, are to:
1, Receive incidents passed from the HSH and SMC
2. Ensure that any incidents received are maintained on the call management
system, When updates are made to the calls that are relevant to the HSH or
SMC, the SSC ensures that these updates reach the Powerhelp system
3. Ensure that the reported incident is resolved correctly and the solution is
recorded on the PinICL system
4. Ensure that the incident and solution are passed back to the HSH and SMC
call management system. The solution includes a full explanation of the
problem and the action taken to resolve it
5. Ensure that the incident is resolved within the total time allowed by the
contract between the customer and Pathway
6. Ensure that the HSH and SMC are made aware of the evidence requirements
for any form of incident and that this documentation is fully maintained
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7. Create and maintain a register of known deficiencies within the Pathway
system and the solution to these problems, where known
8. Allow the HSH and SMC access to this register so that they can fulfil their
function of filtering out known errors
9. Ensure that any solutions or workarounds they pass to the SMC have been
tested and have been correctly authorised via the software release
management process
io. Ensure that the HSH and SMC are supplied with documentation relating to
new releases of software in sufficient time to enable their staff to become
familiar with the product prior to its release
u. Ensure that, for any incident which has been solved and passed back to the
Powerhelp system, the customer has been contacted and made aware of the
call closure
12. Hold workshops and skills transfer sessions relating to technical aspects of
the Pathway system and diagnostic techniques
33. Ensure that the following figures are available to the HSH and SMC on
demand:
(a) Number of calls by priority currently outstanding with the SSC
(b) Number of calls where resolution has been deferred to the next
release
(c) Number of calls by age currently outstanding with the SSC or fourth
line support unit
4.1.2 SSC responsibilities to fourth Line sepport
The responsibilities of the SSC to fourth line support are to:
1. Log all calls ona call management system
2. Filter out all calls for which the problem is already known to the support
community and for which a solution is already known or has been
generated. This includes problems for which the SSC knows a resolution
but has not yet incorporated the resolution into the known error log
3. Retain duplicate incidents in the PinICL systems and ensure that when the
resolved incident is received by the SSC the duplicated calls are closed.
Duplicate incidents are repetitions of an incident that has already been
passed to fourth line support.
4. Ensure that the correct evidence for any problem is collected prior to the
incident being passed to fourth line support for investigation.
5. Ensure that any incident that requires investigation by fourth line support is
assigned to the correct PinICL team depending upon the specific product in
which the incident has occurred
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6. Ensure that any updates made to incidents passed to the SSC are sent to the
fourth line support units
7. Ensure that any calls passed to fourth line support units are passed in a
timely manner. The timing varies depending on the priority of a call
8. Ensure that the priority of any incident is assessed and recorded correctly
9. Filter out all calls for which the problem is not one of the following:
(a) Software error
(b) Documentation error
io. Ensure that for any incident passed to fourth line support the exact area of
the problem has been identified and, wherever possible, a workaround has
already been produced
u. Ensure that, for any code error, a probable solution is indicated prior to
passing the incident to fourth line support and, wherever possible, the
proposed solution has undergone limited testing
12. Accept full responsibility for the product, including fourth line support, and
for the production of any code required to resolve incidents, for areas of the
Pathway system where the product has matured, that is, no further releases
of the product are expected
13. Create and maintain a register of known deficiencies of the Pathway system
and the solution to these problems, where known, and allow access to this
register to fourth line units so that they can enter details of solutions
created within their area
4.2 Applications spport
Appendix A in this manual contains process diagrams showing the roles of the
support units.
4.2.1 Rote of first Line support
The HSH run by OSD, provides first line support to Horizon system users. The
helpdesk has its own procedures, Horizon System Helpdesk Incident Procedures
(DSP/PRO/HH/o10). The HSH uses Powerhelp, an application supplied by
Astea Inc, as its helpdesk system.
When the HSH receives a service call, its first task is to determine whether or
not the call relates to a hardware or software problem. For hardware problems,
it contacts OSD to schedule engineers and, if necessary, spare parts to resolve
the problem. Hardware and networking issues should be resolved through
operational resilience or change control processes and should not be passed
through to the SSC.
The HSH also does not pass requests for advice and guidance to the SSC that it
can provide directly to the customer.
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However, if it cannot resolve a call quickly, or if there is a possibility of a
software problem, the Helpdesk transfers the call to the second line support
team for further investigation.
4.2.2 Role of second Line srpport
The System Management Centre (SMC) is also run by OSD and provides second
line support to Horizon system users. On receipt of a call from the HSH, the
SMC's first task is to determine whether or not the service call is a software
code problem.
The SMC also uses Powerhelp as its helpdesk system. The system has an Open
Teleservice Interface (OTI) link to the SSC's call management system.
The HSH will have prioritised the call according to the criticality of the fault as
follows:
Priority Meaning Notes
A Business stopped _ A post office that is wholly inoperative and
unable to process any business
B Business A post office that is restricted in its ability to
restricted transact business, for example, one counter
inoperative
Cc Non-critical A post office that is working normally, but
with a known incapacity, for example, an
interim solution has been provided
D Internal An internal HSH/SMC problem, for example, a
helpdesk PC or a telephone not working
SMC carry out any appropriate pre-authorised activities for resilience and
recovery purposes as defined in their procedures. Both HSH and SMC have
access to KELs (Known Error Logs) which contain authorised workarounds and
repetitive manual action that they can implement.
If the service request call indicates a software problem which has been seen
before, and for which a workaround is already available, the SMC follows its
own internal procedures to ensure that the workaround is passed to the
customer.
If the service request call indicates a software problem which has been seen
before, and for which a workaround is not available, the SMC links the current
call to the first call and does not pass the call to the SSC. This ensures that the
SSC does not receive duplicate calls for the same problem.
If the service call indicates a software problem that has not been seen before,
the SMC follows its own internal procedures to pass the call to the SSC,
providing information about the problem and Pathway's exposure, that is, the
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number of calls received and the potential number of counters that are affected.
They also provide details about the software version installed on the platform.
4.2.3 Role of third Line sepport
The System Support Centre (SSC) within Pathway Customer Service provides
third line support for most applications.
The SSC uses PinICL as its call management system and diagnostic database.
Calls from second line support are transferred from Powerhelp to PinICL via an
OTI link, and updates to the PinICL calls are transferred back to second line
support using the same mechanism.
When the SSC receives a call from second line support, second line support has
already assessed the call as a software problem and flagged it with the
appropriate priority. The SSC handles the call as follows:
1. The SSC checks details of known problems on the intranet site to determine
whether or not the problem is similar or identical to a problem already
known.
2. Ifthe problem is known, the SSC carries out any pre-authorised actions that
are available to it, for example, workarounds in the KEL
3. Ifthe problem is not known, the SSC checks the diagnostic evidence and, if
necessary, obtains further evidence from the live system to determine the
nature of the fault.
The SSC also uses its reference kit to recreate the symptoms reported by the
customer and may then be able to obtain diagnostic data in a controlled
fashion
4. Ifthe problem is identified as a code fault, the SSC determines the area of
code that has failed and, if possible, identifies a solution to the problem for
fourth line support to implement. If possible, it tests the proposed solution
before passing the call to fourth line support
5. Ifthe problem is urgent, that is, a workaround has not been found, the SSC
escalates the problem to fourth line support via PinICL. Note that any
urgent corrective action is a one-off implementation of the solution to the
problem.
If the problem is not urgent, for example, a workaround has been
implemented, the customer is satisfied and the support call has been
cleared, the SSC still passes the problem to fourth line support via PinICL to
generate a permanent fix. However, the SSC Manager may lower the priority
of the PinICL to reflect the lack of urgency of the problem
6. Ifthe problem is not identified as a code fault, the SSC identifies the exact
nature of the fault and isolates the system that caused the symptoms. This
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may happen, for example, when the code is operating within specification
but the customer reports symptoms which were not expected
7. Once the SSC has passed the call to fourth line support, it remains
responsible for ensuring that the call is dealt with in a timely manner and
for informing the SMC and HSH of any updates to the call
8. The SSC identifies the software that needs to be released permanently to the
live environment as the long-term solution to the problem and notifies the
CSRM accordingly
Note. Closing calls on PinICL and Powerhelp
e The SSC closes a call on PinICL when a resolution has been identified for the
call and the details passed to the SMC, for example, a definition of the
release that will contain the fix, as detailed in the release management
process
e The SMC and HSH use PowerHelp and close a call when the fix has been
distributed to the relevant equipment. This may be fairly simple if it is on
the central servers, but it may involve considerable work if it requires a code
release to all post office counters
4.2.4 Role of fourth Line support
The fourth line support unit receives the request and does one of the following:
¢ Returns with a recommendation for action that the SSC can carry out
e Returns with a workaround that the SSC can progress as if it had generated
it
e Rejects the request, for example, on the grounds that the problem will be
resolved in a system software release that is due imminently
e Identifies a fix but does not produce it until authorised by the Release
Management Forum
Where necessary, internal Pathway fourth line support also provides the
interface with PinICL for external fourth line support units and updates the
PinICL with progress reports.
A number of units provide fourth line support to the Pathway system as
described in the following sections.
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4.2.4.1 Pathway Development and A&TC
These development teams use the PinICL system to manage calls. Their process
is essentially the same as the SSC with the exception that any development
required to resolve a problem goes through the release management process.
The SSC and the development team discuss the problem and assign the PinICL
call to either a specific development team, if the product has been identified, or
to the general development team, if not.
If the development team requires additional information, it redirects the call
back to the SSC which returns the call to the development team once they have
obtained the required additional information.
If a patch is produced to resolve the call, this is handled through the release
management process.
4.2.4.2 Escher
Escher also uses the PinICL system. The process for routing a call to Escher is
via the Pathway development team and therefore the process is as described
above.
4.2.4.3 OSD
Generally where OSD acts as fourth line support, it also has responsibility for
first, second and third line support - therefore, the procedures involved are
entirely OSD internal procedures. In those instances where SSC, not OSD,
provides third line support the procedures as defined in 4.2.4.1 will be followed.
4.2.4.4 Eicon
Eicon do not use the PinICL system, but require calls to be logged by calling
I IRRELEVANT _; Note that this telephone diverts outside normal office hours to
Eicon’s Canadian call centre. 12 SSC staff are registered with Eicon as having the
authority to raise calls, and 2 SSC staff members have undergone training with
Eicon in diagnostic requirements.
Escalation to Eicon management for any issues is via the SSC manager and the
Eicon Service manager. As of 30/12/1999 this was Dan Dixon,
The Eicon contract is held in FELo1 by the Finance Director
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4.3 Operational change
The SSC has access to the live system which can be used to correct data on the
system when this has been corrupted in some way. The procedure for doing this
is as follows:
The originator of the change:
1. Completes an Operational Correction Request (OCR) form for every change
to data on the live system.
The originator may be anyone within ICL Pathway, but is normally the Duty
Manager, or a Problem Manager or Business Support Manager when an
incident or problem has been caused by an error in the data. It can also be
completed by an SSC staff member who detects that the data in the system
has become corrupted in the course of diagnosing a fault
2. Emails the OCR form to an authoriser, electronically signing it where
possible, and where this is not possible, telephoning the authoriser to
confirm that they are sending an OCR.
The authoriser must be one of the following:
e Duty Manager
e Business Support Manager
e CS Operations Manager
e SSC Manager
e Release Manager
The authoriser:
1. Authorises the change, or reports back to the originator why they are not
authorising the change
2. Forwards the OCR form to the SSC electronically with an encrypted
electronic signature file
The SSC staff member who is to perform the change:
3. Checks the electronic signature of the authoriser
4. Stores the OCR form and the signature file in the received ocRs folder on
the SSC server
5. Wherever possible, produces a script to make the data change and tests the
script on the SSC reference rig prior to running it on the live system
6. Completes the relevant sections on the OCR form to confirm whether they
have produced and tested a script or not
7. Prior to making the change on the live system, documents the state of the
affected part of the system and completes the regression path details on the
OCR form.
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Note. If no regression path is possible, this must be stated on the OCR form
8. Makes the change on the live system.
At least two people must be present when making changes to the live
system. Normally these are SSC staff, but can be one SSC staff member and
one person from the fourth line support unit responsible for the area in
which the data change will take place, or one SSC staff member and one
OSD staff member
9. On completing the data change, documents the state of the affected part of
the system and mails an electronically signed copy of the OCR form to the
second person who was present while making the change
10. The second person also electronically signs the form and emails it to either
the SSC Manager or the SSC web site controller
u. Updates the PinICL and reports back to the originator to confirm that the
change has been completed
The SSC Manager or SSC web site controller:
12. Checks the electronic signatures
13. Files the OCR in the completed OCR folder on the SSC server
4.4 SSC reference kit
4.4.1 Overview
The SSC reference kit consists of two rigs at BRAo1. One is the reference rig for
the live system and the other is the reference rig for the next release of software.
OSD maintains both rigs. The live reference rig is operated and managed by
OSD. The second rig is operated and managed by SSC staff.
The general requirement is for the SSC to have reference kit that mirrors as
closely as possible the equipment in use at any post office. The function of this
kit is to duplicate problems reported by customers in a controlled fashion. The
SSC also uses the reference kit to provide a link to live system diagnosis and,
where authorised, data change.
4.4.2 Updating the hardware asset register
The SSC maintains a hardware asset register for all of Pathway CS. The
following section describes the procedure to add to and remove hardware from
the asset register. Note that this procedure includes all CS IT kit not just
reference kit.
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4.4.2.1 Adding new hardware
Whenever hardware is added within Pathway CS at Bracknell the asset register
is updated. The CS staff member sends an email to the SSC Manager in the
following format:
Asset Serial
Asset Manufact Serial
Asset Product
Asset Owner
Asset Owner Building
Asset Owner Location
Asset Owner Charge Code
Asset Comments
Asset hw or sw
Owning Asset
Value at Purchase
Date of purchase
Depreciation Years
Current Value
Removing hardware
ICL serial number
Manufacturer's serial number (non-ICL)
For example, Compaq Deskpro
For example, Rig xxx
BRAo1
For example, Rig Room
For example, UPA66
For example, Correspondence Server C
HW or SW
For example, Rig name
If known
Formatted as dd/mm/yy
Always 3
Leave blank
Whenever hardware is removed from Pathway CS at BRAo1, the asset register is
updated. The CS staff member sends an email to the SSC Manager in the
following format:
Asset Serial
Asset Manufact Serial
Asset Comments
ICL serial number
Manufacturer's serial number (non-ICL)
Where to
4.5 Diagnostic information
The SSC, as third line support for products in the Pathway system, has
responsibility for ensuring that first and second line support units are provided
with sufficient information to enable them to diagnose known problems
correctly and to provide advice and guidance to the customers.
In this way, support requests from customers that are passed to the SSC should
be restricted to either complex end-to-end process problems that require in-
depth analysis of all of the systems involved or new software faults.
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4.5.1 Maintaining the Known Error Log ow the SSC intranet site
The SSC generates and maintains a Known Error Log (KEL) system that uses
searchable documents in HTML format. The mechanism for searching is a
query entry in an intranet site. The KEL system is available to first, second,
third and fourth line support units as well as SSC staff.
4.5.2 Transferring knowledge between wrpport unity
The SSC intranet site has KEL search facilities and other useful diagnostic data,
documents and tools.
SSC and SMC staff raise KELs based on customer-observed symptoms.
KELs are further maintained once the fault has been resolved.
4.6 Diagnostic tools
4.6.1 Overview
The SSC develops and maintains tools that can assist in the diagnostic process.
The SSC diagnosticians develop the tools themselves; the individual authors are
responsible for maintaining these developments.
Development is performed on an ad hoc basis whenever there is a requirement
to generate a tool to assist in the diagnosis of faults.
All diagnostic tools are registered on the SSC intranet site.
The tools themselves are made available to all members of the SSC and, where
they are able to assist other support units within Pathway, they are made
accessible together with any documentation about their use.
4.6.2 Developing diagnostic tooly
Before developing a diagnostic tool, establish whether or not the required tool
has already been produced by reference to the diagnostic tools database on the
SSC intranet site. This database contains details of known diagnostic tools
developed in the SSC and by other support units.
1. Ifa suitable tool already exists, it should be used
2. Ifa suitable tool does not already exist, the SSC staff member:
(a) Defines the requirement for the tool to the SSC Manager
(b) Waits for authorisation before proceeding
3. Ifthe diagnostician has sufficient development skills to develop the tool him
or herself, the SSC Manager schedules the development work required
4. Ifthe diagnostician does not have sufficient development skills to develop
the tool, the SSC Manager:
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(a) If these skills are available within the SSC, identifies the resource
required to develop the tool
(b) Ifnecessary, goes outside the SSC to obtain the development resource
5. Log the fact that the tool is being developed in the diagnostic tools database
on the SSC intranet site and forward this information to all of the relevant
units which may have use of this tool
6. Maintain a copy of the tool in the diagnostic database on the SSC intranet
site
4.7 SSC intranet vite
This site was created by and is maintained by SSC staff, although it provides a
resource for other support staff within the Pathway estate.
The following sections describe the key features of the site. As the contents of
the site are under constant review, the following details may change.
4.7.1 Knoww Error Logy (KELS)
The intranet site holds known error details in Microsoft Word format, the
contents of which may be searched for, in full text form. Documents are created
to a defined template wherever possible. An application has been generated
which limits the properties of the document to a subset of possible values, for
clarity and ease of search. This application is made available to all support
units.
The process for creating KEL entries outside of the SSC has not yet been
formulated, but it is expected that no KEL will be allowed onto the system
before it has been authorised by SSC staff.
4.7.2 Change proposaly
The intranet site holds copies of each Change Proposal (CP) in a searchable
form as Microsoft Word documents. These documents are not definitive. As
copies of the CPs are taken before they reach the Pathway Change Control
Board the status of any CP is indeterminate - it may, or may not, have been
approved.
Maintaining the CPs in this form allows diagnosticians to see that someone has
looked at an activity in an area of the Pathway operations regardless of whether
or not that activity was actually carried out.
4.7.3 Release management
The Release Management database is held on the same server as the Intranet
site. This database is used to control the flow of fixes through the Operational
Testing processes and through release to the live environment.
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The intranet site provides a controlled interface to this database, allowing
searches to be made by:
e Date
For example, show all fixes applied to the live environment since date xxxx
e PinICL
For example, show the state of a PinICL in the release process (delivered,
due to be tested, due to be released to live)
Similar searches can be made on a Release note as described for a PinICL.
4.7.4 Operational Change/Correctiony
The intranet site holds copies of both SSC Operational Correction Requests and
OSD Operation Change Requests. The intention being to provide a mechanism
in which both urgent and planned changes at the operational level can be
viewed quickly.
OSD have control over the OSD change requests, and the SSC intranet site
provides a repository and search mechanism only. For SSC Correction requests,
inserting the data into the intranet server is mandated by the process -
Appendix B of this document.
4.7.5 Work lustructiony
There is a requirement for Work Instructions which may augment, or
temporarily replace documented procedures. These are logged and maintained
on the SSC Intranet site. There is a password protection mechanism, so that
only the SSC manager, or nominated deputy, can create new, or amend existing
Work Instructions. All staff are allowed to search the work instructions
4.7.6 Other focilitiey
The intranet site also contains smaller sections that provide:
1. Links to commonly used web sites
2. A bulletin board for SSC staff to add points of interest regarding the
operation of the live system
3. Access to commonly used SQL queries and other items of code
4. Access to various documents relating to the live system
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4.8 Access to the Live system
4.9
All diagnostic staff in the SSC (product specialists and systems specialists) have
access to the live system via PCs (see Appendix D for build details) that are
connected to a private LAN in BRAoi. Patch panels enable staff to use these PCs
to access the following rigs in BRAou:
e Reference rig
e Live test rig
e Next release rig.
The build script for these PCs was written by OSD, but is held in the SSC. The
PC build was performed in accordance with the Access Control Policy.
Access from the PCs to the live system to the live system is controlled by
SecureID, uses firewalls, and an encrypted link, and conforms to the Access
Control Policy.
The SSC access to the system is for two purposes:
¢ Assist in diagnosis of problems on the live system
¢ Correct data which has become corrupted
In the second case, SSC staff may only correct data in response to an authorised
Operational Correction Request and only then when there are two or more
people present.
Additional technical support to Pathway CS
In addition to the normal support activities, the SSC provides other technical
resources to Pathway CS. It is the only unit with sufficient access to the live
systems to be able, for example, to analyse:
¢ Riposte message store
¢ Counter event logs
¢ Central system NT event logs
Consequently, the SSC runs daily checks for:
e Post offices that have not communicated with the central systems for 24
hours
e Any NT events that indicate that TIP processing has failed or that
transactions have not been harvested
It is also able to respond to other specific requests such as:
e Number of reboots performed by each counter in the estate
e Analysing the message store to investigate a suspected breach of security at
a counter or one of the central systems
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CS units requiring such information contact the SSC Manager or the
appropriate diagnostician who deals with the request as promptly as possible.
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S Operational Test Team (OTT)
The Operational Test Team (OTT) within Pathway CS is responsible for testing
fixes prior to their application to the live environment to ensure that they work
and do not adversely affect the environment.
5.1 Overview
To test a software fix, the Operational Test Team carries out the following
activities:
¢ Scheduling the testing
¢ Controlling the testing
¢ Recording rig problems
¢ Controlling OTT documents
e Recording the fix level of a rig
The following sections describe the process.
5.2 Scheduling testing
The main test scheduling task is carried out using the Release Management
Microsoft Access Database in conjunction with the Release Management Forum
that is chaired by the CSRM. The document, Release note and testing scheduling
system, Issue 2 (08/06/99) describes how to use the database.
Note. At present, this document is not available from the Pathway document
library; a copy can be obtained from its author, Pat Lywood.
Requests for testing also come into OTT from other Pathway units. For
example, SSC, Pathway development, as well as from the Release Management
Forum.
When the forum has decided to produce a fix for a particular problem, the
CSRM provides the address on the Operational Test Rig to which the software is
to be applied, completes the schedule of testing, and sends the release note to
OTT.
The OTT Manager does the following:
1. Obtains an estimate of the time required to test the fix
2. Inputs the details to the Release Management Database to enable
scheduling and subsequent tracking of the testing
3. Ensures that sufficient documentation is available for the testers. This
includes the following items:
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5.3
e Copy of the release note
© Details of the technical fault (this may require sending a PinICL back to
the development team)
© Copy of any relevant PinICLs
¢ Copy of the handover note
4. Schedules the resource to test the fix
5. Updates the release note PinICL at the appropriate times.
Normally, this is when testing is complete but also may record that the
required test phases were completed successfully. The test phases may be:
e Test before fix applied
e Test after fix applied
e Test after fix regressed
6. Liaises with OSD to get the fix applied to the test rig
7. Files the documentation when testing is complete.
If the fix is rejected during testing due to a fault, OTT send it back to the
relevant unit for correction. The same software fix release note is used, but
the sign-off needs to be completed again from that point in the cycle
onwards.
If multiple software fixes are included on one release note, one may fail
while the others are successful. In this case, if the fixes are dependent on
each other the whole release is rejected, or, if the fixes are independent the
failed fix is omitted from the release, the rest continue and the failed
element is re-scheduled to join the next release of fixes
8. Updates the release database to show the fix has been tested
g. Sends the software fix release note to OSD/SMC again. They remove the
software from the rig, test the regression and then send the software fix
release note back to OTT
10, OTT runs its test scripts to ensure the regression was successful and has not
impacted any other part of the system
u. OTT sends the software fix release note back to Configuration Management
as a sign off for their testing
Controlling testing
This section describes how the OTT control testing.
When fixes are fast tracked, some of the preparation, for example,
documentation, may have been delayed until after the release has been
distributed. Therefore, some of these activities are revisited to complete the full
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schedule of preparation and testing as identified on the software fix release
note.
1, The OTT Manager supplies copies of the following information, where
relevant, to the testers:
¢ Release note
e Relevant PinICLs
¢ Handover note
2. When a test has been scheduled, the testers carry out the following actions:
(a) Produce the test script
(b) Prepare any files required for the test
(c) Carry out the test to confirm that the problem occurs as expected
(d) Apply the fix to the test rig
(e) Carry out the test to ensure the fix cures the documented problem.
If the fix fails the test, return it to fourth line support for
redevelopment and, if the fix is to a counter, regress the fix.
If the fix passes the test, pass the relevant documents and the signed
test script to the OTT Manager
5.4 Recording rig problewy
Rig problems are recorded in log books. There is one log for each of the rigs
used by OTT. The log book is kept by the counters belonging to the rig.
1. Whenever a problem is found ona rig, OTT makes an entry in the
appropriate log book. The kind of incidents that are logged are:
e Hardware faults on any of the kit
e Errors reported by any of the kit
* Communications faults
e A fix applied to all hardware except counters
e A fix removed from all hardware except counters
¢ Anything for which a call is logged with HSH or SMC
2. The entry in the log book includes the following information:
© Date of the incident.
¢ Details of the incident
e Call number - if the incident is reported to HSH or SMC
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e Status of the incident with HSH or SMC. That is, Open, Closed, with
HSH or SMC
3. When the incident is resolved, OTT updates the log with:
¢ Closure information
© Date of closure
5.5 Controlling OTT documenty
This section describes how OTT maintain documents and notes.
OTT maintains all documents on the machine Sscdiag2 in folder OTTShare.
A single paper copy of each document and an associated index document is
held in an appropriate manual.
Within OTTShare there are several sub-folders as follows :
Folder name Use
procedures All OTT procedures.
Indexed in procindex.doc.
Numbered sequentially in the format: OTT/PRO/nnnn
where nnnn is a four digit number
rig info Information about the rig used by OTT. For example,
hardware specification, passwords and communications
setup.
Indexed in riginfondex.doc.
Numbered sequentially in the format: OTT/RIG/nnnn
where nnnn is a four digit number
test info OTT test scripts. Where test details contain test files as well
as a script they are in a unique folder on the host SE30. The
folder has a name of the Release Note PinICL number.
Indexed in the file test index.doc.
Numbered sequentially in the format: OTT/TST/nnnn
where nnnn is a four-digit number.
5.5.1 Creating a new OTT document
To create a new OTT document, the OTT staff member carries out the
following steps:
1. Allocates a new number for the document from the appropriate index file
2. Updates the index file to show the newly allocated number and prints a
copy of it
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3. Creates the new document using the appropriate template
4. Prints a copy of the new document
5. Files the paper copies of both the index and document
6. Informs other team members that they have created a new document
5.5.2 Updating aw existing OTT document
To update an existing document, the OTT staff member carries out the
following steps:
1. Locates the document by referring to the appropriate index file
2. Updates the document
3. Prints a copy of the new document
4. Files the paper copies of the index and document
5
Informs other team members that they have changed the document
5.6 Recording the fix level of the test rig
A white board documents the fix level of all the counters attached to the OTT
rig.
OTT updates the white board whenever:
e A fix is applied or removed from a counter
¢ Acounter is rebuilt or replaced
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6 Busi 4° “f
The Pathway CS Support Services Manager is responsible for ensuring that a
business recovery plan is in place for the SSC. See Appendix C for details.
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7 AppendinA Process diagrawy
AL First and second Line support
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OSD Responsibility
(OSD Procedures used)
Contact ICL
‘System Service
System Support Centre
Responsibility
(SSC Procedures used)
Incident report
from Customer
+
1 Line Support -
Horizon System
Helpdesk (HSH)
Can
advice or
guidance be
given
Is
problem HW
or SW
HW
2nd Line Support +
‘System
Maintenance
Centre (SMC)
Helpdesk
Verify
that problem is
‘Siw
‘problem been
seen before
v
an
Provide advice
1d guidance
Is
solution
available
Provide
solution or
workaround to
Customer
Link call to 1st
call so that
duplicate calls
do not reach
ssc
3rd Line Support
- System Support
Centre (SSC)
A2 Third and fourth ine support
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3 Line Support -
System Support Centre
Responsibility
(SSC Procedures used)
Provide solution
to Customer
oo
Incident report
from SMC (2%
Line)
—
Determine likely
area of fault
Allocate call to
member of
centre for
analysis
Is the
fault a known
problem
Yes
No
Diagnose cause
from Live System
or Reference Kit
Is the
fault a code
bug
No
Identify nature of
fault and isolate
sub-system
Determine the causing fault
location the code
fault and a
possible solution.
Pass to 4" Line
‘Support
4th Line Support -
Various units provide 4"
Line Support
v
4" Line Support -
Pathway development, or
OSD, or
Escher, or
HPS, or
Enterprise systems, or
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A.3 Support and release management procesy
Problems in
live
environment
a eee
Manage operations andI
support issues *
(58h ope ise] SSC involved
Vv
Decide whether a
software fix shouldbe I * SSC involved
developed
[Forum]
Vv
Define the release
plan and timescales * SSC involved
[Forum]
YY
Create the Manage supporting
software fix activities
[Development] [CS Rel Mgr]
Operationally test Configuration manage
the change 9 ‘s
[csoTt/osp I<—>_— few
Ops]
v
Authorise the
software fix <
[CS Rel Mgr]
v
Distribute software
[SMC/ IOSD Ops]
a
Changed live
environment
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A4 Deciding whether a software fix srowla be developed
————>
Identified If fastrack is requried, support request CSRM
software fixes } fo manage a ‘virtual forum’ and non-urgent
testing & documentation will be scheduled
after release
Distribute ist ot I In emergency, the following people can
identified fixes tobe I authorise a fix to be produced without
considered contacting the CS Release Manager: the SSC
ICS Rel Mar]
Manager, the CS Operations Manager and
“ear the Problem Manager.
warning
P Teeniify own situation
- risk, options, issues ise OR if
[Service Mgt) [All Forum members] {ssc}
Vv
New call raised on new
Consider the release. Old call
situation I_—3p} _closed._ Reason is
[Forum Fixed at Release nnn’
Escalate to Cust
Salisfaction i
>
Decide whether appropriate
to fix [Forum] [CS Rel Mgr]
Do not fix 7
‘Append authorisation
to PinICL. PiniCL
then transferred to
tose call on CS Rel
igr authonty & give
—> reason
devorpinent ieee)
Fixes to be
created
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8 Appendix B Operational Correction Request
forw
The following page contains an example of an OCR form.
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ICL Pathway SSC Operational Correction Request
(OCR)
OCR Title
Raised by (Name) Location
Date/time raised Type of change (eg
SQL script)
System to be changed Required to be done by
(e.g. PAS/CMS) (date/time)
Associated PinICL
number
Authorizatio Authorizer
signature (Print
name)
‘Authorizatio Authorizer
ndate position
DATABA FILE
SE Change
Changes s
Table name Tile name
Parameter File location
description
Frelpdesk Tocation oF
sereen backup
Purpose and details of the change
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Regression path
Work done by (SSC signature)
Work done by (Print Name)
Witnessed by (SSC oF 4 line signature)
Witnessed by (SSC or 4 line Print name)
‘Completed at (Date and time)
Was change tested on reference rigs prior to application
tolive
YES I NO
System state before change
System state after change
Comments
See notes on the reverse of this document for the procedure for use.
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ICL Pathway SSC Operational Correction Request
Process
The SSC has access to the live system which can be used to correct data on the system when this has been corrupted in
some way.
The correction originator must -
i) Complete an OCR form for every correction to data on the live system.
This can be done by anyone within ICL Pathway, but is normally completed by the Duty Manager, other Problem
Manager or Business Support Manager when an incident or problem has been caused by an error in the data. It can
also be completed by SSC staff members who, in the course of diagnosing a fault detect that the data in the system
has become corrupted.
ii) Email the OCR form to an authorizer, electronically signing it where possible, and where this is not possible, telephoning the authorizer
to confirm that the OCR is being sent.
The correction authorizer must be one of the following -
© Duty Manager
* Business Support Manager
* CS Operations Manager
* SSC Manager
* Release Manager
The correction authorizer will
i Authorize the correction, or report back to the originator to specify why the correction is not being authorized
ii) Forward the OCR form to the SSC electronically with an encrypted electronic signature file,
The SSC staff member who is to perform the correction will
i) check the electronic signature of the authorizer before proceeding
ii) Store the OCR form and the signature file in the “received OCRs" section on the SSC server
iii) Wherever possible, produce a script to make the data correction, and test this on the SSC reference rig prior to it
running on the live system. Sections in the OCR form confirm whether or not this has been done.
iv) Prior to the correction being made, document the state of the affected part of the system on the OCR form.
») Prior to the correction being done, complete on the OCR form the regression path details. If no regression path is
possible, then this must be stated.
vi) When corrections are to be made to the live system, at least two people must be in attendance. This will normally be
SSC staff, but can be one SSC staff member and one person from the 4" line support unit responsible for the relevant,
area in which the data correction will take place, or one SSC staff member and one OSD staff member.
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vii) On completion of the data correction, document the state of the affected part of the system and mail an electronically
signed copy of the OCR form to the “witness”. The wit
either the SSC manager or the SSC web site controller.
ess will then also electronically sign the form and email it to
viii) Update the PinICL and report back to the originator to confirm that the correction has been completed.
The SSC manager or SSC web site controller will
ix) Check the electronic signatures
x) File the OCR in the “completed OCR" section on the SSC server.
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9 Appendix C SSC Business Recovery Plaw
9.1L Section 1 ICL Pathway Generic
9.1.1 Introduction
This appendix provides instructions for staff working for ICL Pathway SSC on
how to respond to a major incident affecting the building at BRAoi, personnel,
assets or the business.
The SSC is responsible for the safekeeping and communication of the business
continuity plan within the team.
This plan has been developed to ensure that Pathway can recover from a major
disruption in a timely and efficient manner. However, the existence of this plan
alone does not guarantee a successful recovery. This plan must be kept current
as personnel, equipment, facilities, and business processes change. The
participants in the recovery process must know and understand their roles in
the execution of the plan. Physical and information environments on which the
plan depends must be monitored to ensure that they are being maintained and
are available for recovery if needed. Furthermore, the plan must be tested
regularly for validity.
9.1.2 Objectivey
The primary objectives of the SSC business continuity plan are:
e to provide a tested vehicle which, when executed, will permit an efficient,
timely resumption of all critical business functions in order to continue
operations
© to contain, within acceptable levels, the financial and operational impacts
that Pathway could suffer following a disruption
e to minimise impacts upon customers
¢ To minimise the impact to the public and to the industry image of Pathway
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9.1.3 Scope
This plan provides for recovery of the SSC operations within one working day of
a disruption.
The plan covers:
e staff relocation
© communication with customer and suppliers
© recovery of critical records
e rebuild of critical equipment
9.1.4 Ayumptiony
The Plan has been developed with the following assumptions:
e correct data files are backed up and stored remotely
¢ office IT at FELo1 will be available within 2 hours of invocation
¢ all necessary critical records have been stored offsite and can be recovered
within two hours after an incident has been notified to the SSC Manager or
his deputy
9.1.5 Change Management
This plan will be reviewed regularly
9.1.5.1 Change Checklist
Changes that may affect the plan are:
e SSC personnel and related details
¢ critical business functions
e third Parties providing support to the SSC
¢ software
e hardware
© critical records.
9.1.6 Audit
Audit of the plan will be conducted according to the ICL Pathway Audits policy
and annual plan.
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9.1.7 Testing
The plan will be reviewed once per annum or when significant organisation
changes take place. Any resulting plan changes will be collated and
incorporated into this document and the plan re-issued.
9.1.8 Business continuity procesy at Pathway
This plan is derived from the document “Business Recovery Plan 704 Systems
Support Centre”, which defines the Pathway business continuity process (BCP).
The following flowchart shows the flow of high level activities that make up the
BCP.
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Team Leader Crisis Management
Team Feedback
1) Assess & advise
CMT Input
meeting
BRT 1.0 Provide Specialist
advice to Crisis Mgt
2) Gather data
meeting,
3) Decide and communicate
immediate strategy
CMT Input
meeting
4) Monitor actions
& gather data
CMT
meeting nput
. BRT 2.0 Invocation of
5) Decide & communica Bus Recovery plans &
medium term strategy L_2ttendance at altemateloen.
jium term str
CMT Input
meeting
6) Monitor actions BRT 3.0 Platform critical
. tasks/processes within each
& Gather Data Bus. Recovery plan
meeting
CMT Input
7) Decide & communicate I BRT 4.0 Implement
\ . restoration of normal ops /
long term clear backlog
strategy
CMT Input
8) Close out meeting
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9.2 Section 2 SSC specific
9.2.1 Strategy explanation
In the event of a disaster affecting BRAo1 which is so severe that the existing
arrangements for UPS, backup generators etc are ineffective, that there is a total
building loss, then some SSC staff will move to FELo1.
SSC access PCs, which are used to access the live system, have been built and
will be maintained in a secure area in FELo1.
A room in FELo1 which has been set up with the required firewall and
connections to the live service will be used, and SSC staff will connect their own
PCs into the available sockets.
OSD staff will be required during this process as a final check on the
connections to the live system through routers and firewalls.
SSC maintains all essential data on the SSC web site, off site copies of which are
held by both the senior technician and the SSC manager. These copies will be
used if necessary to recover the web site, which contains diagnostic
information, including Known Error Logs.
9.2.2 Pre-disoster Actions
1. Ensure that the essential documentation on the SSC web site is correctly
backed-up, and that off-site copies are maintained.
2. Ensure that essential equipment is lodged at the backup site (FELo1) in a
secure area
3. Ensure that the essential SSC staff who will travel to FELo1 in the event of an
emergency have access to the site, and to the secure area where the kit is
maintained.
4. Ensure that OSD have installed, and are maintaining the required
communications connections from the backup site to the live estate.
9.2.3 SSC Contact numbery
Anscomb Jim . _. .
Carroll Patrick a G RO i __Senior Technician
Coleman __Richard i Hl
Croshaw Mike J
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Date: 07/02/00
Ho
Lina
Kiang
Kumar Sampath t i
Longley Barbara i H Coordinator
Obeng Catherine I H
Parker Steve i i Senior Technician
Patel Rakesh H G RO H
Peach Mik i H Manager
Rowe Diane H i
Simpkins John i i Senior Technician
Simpson __ Garrett H i
Steed Paul i i
9.2.4 Actiow Checklist
TL-BRTI.O.1 ‘Team Leader or Deputy notified of an Start End Complete
Incident by a member of CMT, Record Date/Time: Date/Time:
name of caller.
TL-BRTI.O.2 Ensure that the Crisis Controller or Deputy I Start End Complete: Y/N
has been informed Date/Time: Date/Time:
TL-BRT1.0.3 Ensure that all staff stay by a telephone on I Start End Complete: ¥/N
stand hy until otherwise informed Date/Time: _I Date/Time:
TL-BRT1.0.4 On receiving a call from the CMT, please Start End Complete: Y/N
ensure that the following is ascertained Date/Time: Date/Time:
before undertaking any unrequested actions:
TLBRT1.OS 1.Exactly what has happened ? Start End Complete: Y/N
Date/Time, Date/Time:
TL BRT1.0.6 2.Who has been informed? Start End Complete: Y / N
Date/Time, Date/Time:
TL-BRT1.0.7 3.What is the impact ? Start End Complete: ¥ /N
Date/Time: Date/Time
‘TL-BRTI.O8 4.What is the estimated time of inoperability I Start End Complete: Y/N
2 Date/Time: Date/Time:
TL-BRTLOS 5.Do 1 need to go to the alternate location? I Start End Complete: ¥/N
Date/Time: Date/Time:
TL-BRT1.0.10 6.Do 1 need to contact other staff ? Start End Complete: Y/N
Date/Time: Date/Time:
‘TL-BRTIO.11 7.Mow do 1 contact the CMT ? Start End Complete: Y/N
Date/Time: Date/Time:
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TL BRT2.0.33 Ensure that all staff are accounted for. Start End Complete: Y/N
Date/Time: Date/Time:
‘TL-BRT2.0.34 Obtain details regarding any personnel Start End Complete: ¥/ N
seriously affected by the Incident Date/Time: Date/Time:
TL-BRT2.0.35 Contact Deputy (as available) and ensure Start End Complete: Y/N
that all other team members are contacted as I Date/Time: I Date/Time:
soon as is reasonable
TL-BRT2.0.36 When will you attempt to contact these staff I Start End Complete: Y/N
again ? Date/Time: Date/Time:
TLBRT2.0.1 Check with next of kin if these staff are away I Start End Complete: Y/N
or on holiday ete. Date/Time: Date/Time:
TL-BRT2.0.2 Leave message that they are to contaet the I Start End Complete: Y/N
‘Team Leader before returning to work. Date/Time: Date/Time:
TL-BRT2.0.3 If unsure of the situation and cannot confirm I Start End Complete: ¥/N
it via the CMT, everyone should stay near I Date/Time: I Date/Time:
the telephone that the CMT has the number
for and await instruction
TL-BRT2.0.4 Keep in regular contact with Team Start End Complete: Y/N
Members to reassure them that the situation I Date/Time: Date/Time:
is under control and provide advice.
TL-BRT2.0.5 When notified by the CMT, ensure that you I Start End Complete: Y/N
and your staff pack and proceed to your Date/Time: Date/Time:
Alternative Team Location as requested.
TL-BRT2.0.6 Identify any critical activities, documents, or I Start End Complete: Y/N
actions possibly affected by the Incident Date/Time:__I Date/Time:
‘TL-BRT2.0.7 Identify all critical aspects of work in Start End Complete: Y/N
progress Date/Time: Date/Time:
TL-BRT2.0.8 Identify the key events that have recently Start End Complete: Y/N
occurred to the company. Date/Time: Date/Time
TL-BRT20.9 Identify any deadlines that may occur soon, I Start End Complete: Y/N
Date/Time: Date/Time:
TL-BRT2.0.10 Identify the extent of any lost data. Start End Complete: Y/N
Date/Time: Date/Time:
‘TL-BRT20.11 Identify any catch-up processes that may be I Start End Complete: ¥ / N
required to perform. Date/Time: Date/Time:
‘TL-BRT2.0.12 Identify any work around procedures that I Start End Complete: YN
may be required. Date/Time: Date/Time:
TL-BRT2.0.13 Identify any special staffing requirements Start End Complete: Y N
for the organisation. Date/Time: __I Date/Time:
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‘TL-BRT2.0.14 Identify any special projects that may alter I Start End Complete: Y/N
the recovery priorities. Date/Time: Date/Time:
TL-BRT2.0.15 Inform the CMT members of the business Start End Complete: Y/N
requirements identified Date/Time: Date/Time:
‘TL BRT2.0.16 Start the Incident Log Start End Complete: Y/N
Date/Time:__I Date/Time:
‘TL-BRT2.0.17 Create a staff location list for all members of I Start End Complete: Y / N
staff. Date/Time: Date/Time:
TL-BRT2.0.18 Assist with all personal problems arising Start End Complete: Y/N
from the Incident. Date/Time: __I Date/Time:
TL-BRT2.0.19 Maintain status information on any company I Start End Complete: Y/N
personnel receiving medical treatment or Date/Time: Date/Time:
other disaster related services.
‘TL-BRT2.0.20 Report the level of employee assistance being I Start End Complete: Y/N
provided to the CMT. Date/Time: Date/Time:
TL-BRT2.0.21 If appropriate, arrange for petty cash tobe I Start End Complete: Y/N
made available. Date/Time: Date/Time:
‘TL-BRT2.0.22 If appropriate, arrange for hotel Start End Complete: Y/N
accommodation to be made available for Date/Time: Date/Time:
members of staff.
‘TL BRT2.0.23 If appropriate, arrange travel for relevant I Start End Complete: Y/N
members of staff. Date/Time: Date/Time:
TL-BRT2.0.24 Identify and arrange for essential equipment I Start End Complete: Y/N
to be provided. Date/Time: Date/Time:
TL BRT2.0.25 Stand down other non-essential personnel & I Start End Complete: ¥/N
services. Date/Time: Date/Time:
TL-BRT2.0.26 If required to work at alternative location or I Start End Complete: Y/N
away from home, consider the checklist items. I Date/Time: Date/Time:
below:
- Business Continuity Plan
- Mobile phone
- Charger & spare batteries
- Travel plugs
- Laptop - Charger & spare batteries
- Money & Credit cards
- Food & Beverages
- Change of clothes
- Overnight Bag
- Own contact list
- Passwords
- Security Pass
- Medicine - for personal use
- Organiser / diary
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- Keys
- Passport
- Driving License
TL-BRT2.0.27 Inform close family of departure to Start End Complete: Y/N
Alternate Site or Crisis Management Site. Date/Time: Date/Time:
TL-BRT2.0.28 Provide the Incident Management Team Start End Complete: Y/N
with a contact list with the alternate site Date/Time: Date/Time:
locations at which each team member is
located
‘TL-BRT2.0.29 Support Resumption Management in filling I Start End Complete: Y/N
requests for additional personnel. Date/Time: Date/Time:
TL-BRT2.0.30 Assist in the creation and maintenance of Start End Complete: Y/N
internal phone directories to ensure Date/Time: Date/Time:
communication among relocated business
areas as necessary.
TL-BRT2.0.31 Use company credit card where possible to I Start End Complete: Y/N
pay for critical expenses and keep receipts I Date/Time: Date/Time:
safe so they can be sent to Finance staff
TL-BRT2.0.32 Do not exceed 2 reasonable level of Start End Complete:
expenditure without authority from the Date/Time: Date/Time:
CMT.
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9.2.5 External Contacty
Listed below are the contacts who may need to be informed following an
incident.
Name: A&TC Work:! : GRO!
Address: Belfast Home:
Fax:
Mobile:
Contact Name:
Name: HSH / SMC
Address: STE09
Contact Name: Brendan Nugent
Name: Orbis -
Address: Via Workplace Home:
Technology
Fax:
Mobile:
EMail Address:
Contact Name: Mike Wood / Bill
Jardine/Paul Sinclair
Name: OSD
Address: Belfast
EMail Address:
Contact Name: Gerry Boyce
Name: OsD Work;
Address: Belfast Home:
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EMail Address: I
Contact Name: Paul Canavan
Name: Pathway Worl te.
Development
Address: ICL FELO1 Home:
Fax:
Mobile:
EMail Address: Ii" GRO
Contact Name: Peter Jeram
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9.2.6 Vitel Recoray
This list contains all the vital records for the department. These records should
be re-created as part of the departmental recovery process.
Record Name: Operation Manual
Media Type: Word document
Recovery Source: PVCS
Source Contact Details: Alex Hanson CM
Required By: All SSC staff
Record Name: Back Up Procedures
Media Type: HTML Pages
Recovery Source: SSC Web site backup copies
Source Contact Details: SSC manager, SSC Senior technician
Required By: All SSC staff
Record Name: Department Contact List
Media Type: HTML Pages
Recovery Source: SSC Web site backup copies
Source Contact Details: SSC manager, SSC Senior technician
Required By: All SSC staff
Record Name: Known Error Log / OCP database
Media Type: HTML Pages
Recovery Source: SSC Web site backup copies
Source Contact Details: SSC manager, SSC Senior technician
Required By: All SSC staff
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9.2.7 Critical Equipment
Listed below is information regarding the equipment that may be required
following an incident.
Equipment Name:
Description: SSC Build PCs
Location: FELo1
Required By: All SSC staff who have moved to FELo1
Owner: SSC Manager
Quantity: 5
Requirements Over Time :Required 4 hrs after disaster declared
Equipment Name:
Description: SSC Web server / Powerhelp access PC
Location: FELo1
Required By: All SSC staff who have moved to FELo1
Owner: SSC Manager
Quantity: 1
Requirements Over Time :Required 4 hrs after disaster declared
Equipment Name:
Description: Access to Powerhelp
Location: FELoi
Required By: SSC Coordinator
Owner: SSC Manager
Quantity: 1 link
Requirements Over Time :Required 4 hrs after disaster declared
Equipment Name:
Description: Access to live system
Location: FELo1
Required By: SSC Diagnosticians
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Owner: OSD
Quantity: 5 links to live system, with connectors available, firewall access
Requirements Over Time :Required 4 hrs after disaster declared.
9.2.8 SSC Back up Facilities at FELOL
The kit will be located in meeting room 6 - "D" block (M6).
Reception will be able to give directions and a swipe card that works for D block
(normal cards will not work).
There will be 7 PC's set up there:-
SSCFELo1 - SSC workstation
SSCFELo2 - Webserver
SSCFELo3 - SSC workstation
SSCFELo4q - SSC workstation
SSCFELos - SSC workstation
SSCFEL06 - SSC workstation
SSCPublic - PinICL system.
Logon to the workstations using PWYDCS username and password. These are
the same as BRAoi workstations except:-
1) The webserver is on the private network as well
When launching IE for the first time Microsoft will insist on using their wizard
to setup internet access. Ignore it (select the option as already setup by SSC
staff) and whenever it is necessary to access the web server just find the file
c:\PathIE\pathway.htm and double click on it (it is possible to setup this file as
the default page for IE). This file has links to the SSC web server and the Tivoli
web server.
Other details
IP address range:-
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SSCFELo1
SSCFELo2
SSCFEL03
SSCFELo4
SSCFELo5
SSCFEL06
Netmask:
Gateway:
WINS:
WINS: {i
Private network is patched to point 21 in the meeting room.
OSD Service Management (e.g. Steve Gardiner or Ken Wood) can setup/remove
this patch
SSCFELo1 and SSCFEL03 have administrator username/password as per all
the SSC workstations.
SSCPUBLIC administrator: irrevevan
Public network is patched to point Hio in the meeting room.
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10 Appendix D SSC PC Build Detaily
10.1 SSC workstatiow build eL
Hardware used: Base Fujitsu eL, PIII 500
128mb memory and 8mb Rage Pro graphics card.
10.1.1 Build procesy
1) Basic NT build using PIT products (see Initial products)
2) Add SSC products (see Additional products / customisation over PIT build)
At this point the disc image is ghosted = off _—_—tto
\\SSCDIAGi\es\ghost51c\images\wkseLo1.gho
3) When building a new PC, the ghost image is downloaded using a DOS
network load disc which connects to \\SSCDIAGi\ghost5ic to run ghost. This is
used to overwrite the system hard disc with the image wkseLo1.gho.
4) Run various actions to finish build (see “At desk” action for SSC workstation
build).
10.1.2 Initial producty
Initially built with (PIT builds) :-
NTWKS40A_2_0_Boo8 (\\sscdiagi\packages\NTWKS40a)
Removed customisations Remposix.img and Isdn.img
(note after build, local admin password is {
Network card U/S after initial build.
copy Intel drivers from Fujitsu CD-ROM (\drivers\network\intel) to floppy
disc
Install pro+ network card from a:\
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Map Y: to \\SSCDIAGi\Es before calling _INSTALL.bat
10.1.3 Additional producty / customisation over PIT build
1) Rename "My Computer" to SSCBRAoo
2) Install Mach 64 VT-B driver
Increase desktop to 1024x768
65536 Colours
7o Hertz
3) Remove "My Briefcase" from Desktop
4) Install pkzip 2.04g to c:\zip
5) CD-Rom drive letter changed to I:
Shortcut added to AllUsers\Desktop
6) Winzip 6.3 installed to c:\Program Files\winzip
Installed with "classic" interface.
Shortcut added to AllUsers\Desktop
7) Textpad 3.2.5 installed to c:\Program Files\textpad
Associated .txt documents with textpad
Shortcut added to AllUsers\Desktop
8) Installed wingrep 2.0 to c:\Program Files\wingrep
Updated to 2.1
Shortcut added to AllUsers\Desktop
9) Message store utility (1.0) installed
to c:\Program Files\Message Store Utility then upgraded
to 2.2 (see 16 below)
Shortcut added to AllUsers\Desktop
10) rclient.exe copied to c:\winnt
Command prompt changed to red text on black and 500 line buffer
11) Installed Exceed 6.1 with the following custom options
Allow all users of machine to see installation
install to c:\Program Files\exceed.nt
user directory c:\Program Files\exceed.nt\user
install
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ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
All Xserver related components
HWM
Host explorer
FTP for windows explorer
No registration
No Xserver password
Traceroute
Xsession, Xstart
Customise
Telnet profiles generated for BVNWo1 and Livetest
X set to single window (800x700)
New xrdb.txt (increse size of xterm, add scroll bars)
Add c:\Program Flles\exceed.nt\hwm.exe to exceed toolbar
Generate wstart (xsession) file to start exceed and
hwm (ssewks.ses)
Shortcut to sscwks.ses placed on AllUsers\desktop
Shortcut to telnet placed on AllUsers\desktop
Shortcut to HWM placed on AllUsers\desktop
12) Install IE4.01
Standard install - no desktop change
Delete outlook express from desktop
Create C:\PathIE
Copy Pathway.gif and pathway.htm to C:\PathIE
Launch IE - Select "already have connection" in wizard(sic)
Change default home page to C:\PathIE\pathway.htm
Move Internet explorer program group to all users
Amend HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet
Explorer\
Main\Default_Page_URL to "C:\PathIE\pathway.htm"
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 58 of 65
Last Printed: 07-02-00 11:53 AM
FUJ00079816
FUJ00079816
ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
13) Install Excel 97, Access 97, Word 97
Delete "setup for IE3.02" from desktop"
Install Office SR-1
Remove "office startup" from allusers\startmenu\programs\startup
Install value pack (text data access drivers)
Shortcut to Word, Access, Excel placed on AllUsers\desktop
14) Formatted file utility installed to c:\Program Files\ffutil
All current definition files copied to
c:\Program Files\ffutil\Definition Files
Shortcut moved to "all users"
15) NT Posix utilites copied to c:\posix
c:\posix added to system %PATH%
16) Added JSim archive viewer to system.
This was mainly in an attempt to get v2.2 of the
message store utility going, because this install
loads every ocx under the sun! And it worked.
17) Shortcuts added to desktop
eventvwr.exe
textpad.exe
notepad shortcut to Imhosts (\\PBOPWYDCSo1\nameres\Imhosts)
shortcut to floppy drive
shortcut to C:\ drive
NOTE: Ensure all desktop shortcuts are in "AllUsers" desktop
18) Setup Crystal Audit drivers
19) Tivoli desktop software v3.1.4
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 59 of 65
Last Printed: 07-02-00 11:53 AM
FUJ00079816
FUJ00079816
ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
Installed to c:\tivoli\desktop
Shortcut created to "c:\tivoli\desktop\tivoli.exe -port 8002" on desktop
Hosts file amended to include WMASTERoo1
WSYSMASTERoo1"
When the desktop is launched - logon to WMASTERoo1
Login name must be PWYDCS\xxxxxo1 (uppercase PWYDCS)
20) Quick view plus 5.0 Installed along with Adobe Acrobat 3.01
Shortcut added to "AllUsers" desktop for both.
21) C:\AgentEvents added. install.cmd run. See readme.txt
22) Installed LT1_WP_3941 for RQueryUK
Failed to install because msvbvm5o.dll not present.
Copied from old workstation and registered. Install runs OK.
copied ripostesetup.bat to rtools
copied _sleep.exe to c:\
copied riposte licence file to c:\rtools
Riposte now runs up OK on licence 13 (supplied with WP3941)
rqueryuk fails to run up.
Copied Cir server rtools to workstation
Re-installed Riposte on update17
Riposte service disabled at startup.
23) Added directory c:\Pwayzip with Pwayzip.exe
24) Added NRz hosts and Imhosts files:-
c:\winnt\sytem32\drivers\etc\nrzhosts.txt - hosts
c:\winnt\sytem32\drivers\etc\nr2masterlmhosts.txt - master Imhosts
copied nraclientImhosts to Imhosts
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 60 of 65
Last Printed: 07-02-00 11:53 AM
FUJ00079816
FUJ00079816
ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
copied nrzhosts to hosts
25) Installed Visual studio 6 enterprise
Setup forced install of IE4.01
Custom install - VB, VC++ and tools only
This immediately fixed all problems loading RQueryUK etc
(figures - it loads just about every dll/ocx under the sun!).
Installed MSDN July 99
26) Shortcut to RQueryUK.exe and Rclient.exe added to desktop
27) netuse.txt amended and copied to desktop
28) Amend SecureNT\_Install_Groups_And_Users.cmd
at the end of section :LOCALPWYDCS add:-
NET LOCALGROUP "Administrators" "PWYDCS\SSC Apps MAN" /ADD
10.1.4 “At desk” actiow for SSC workstation build.
The SSC workstations are initially built by loading a ghost image of the basic
system. This document details the actions required to complete the build when
the PC has been connected to the “red” (live system) LAN.
Parts of this procedure requires administrator access to the PYWDCS domain.
[IRRELEVANT I
The local administrator password on this workstation build i:
When restoring the ghost image, change size of the C partition to 3960
Required actions
1) Create D drive
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 61 of 65
Last Printed: 07-02-00 11:53 AM
FUJ00079816
FUJ00079816
ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
On first boot, run up disc administrator. Create partition in spare space and
format as D: (volume label DATA).
2) Change SID and system name
Login as local administrator
Use NewSID to amend the workstation SID and system name:-
Newsid /a SSCBRAxx
Amend Desktop shortcut “SSCBRAoo” to new workstation name.
2a) Install Windows NT SP5
Install office SP2
3) Add workstation to the PWYDCS domain
Under Control Panel / Network / Protocol change IP address and Gateway
address for TCP/IP
Gateway
WINS =
Under Control Panel / Network / Identification
Change domain SSCBRAo1 to domain PWYDCS
System should be restarted after these changes
4) Installing the NT Security
« Log on as Domain Administrator. (Domain PWYDCS, PDC = PBOPWYDCSo1 -
e Locate and open the Secure NT folder in the root of C
e Run the _Install_Secure_NT_Workstation.cmd
« Follow the on screen prompts. When asked to select if the system is for Live or
Test, select “L” for live.
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 62 of 65
Last Printed: 07-02-00 11:53 AM
FUJ00079816
FUJ00079816
ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
e Installation will now complete.
Note...
The “_Install_Secure_NT_Workstation.cmd” file MUST be run again after the Trusts are set up
in the PDC.
5) Add domain user to local administrators group
a) PC’s used in BRAO1 - The PWYDC.
be added to the local administrators group, e.g.
NET LOCALGROUP "Administrators" "PWYDCS\spark01" /ADD
b) PC’s used in FELO1 - Because these PC’s are not specifically allocated to any one person it is
necessary to add SSC Apps SUP to the administrator group e.g.
NET LOCALGROUP "Administrators" "PWYDCS\SSC Apps SUP" /ADD
domain user name for the person using this PC should
6) Changing the Administrator Account Name and Password
¢ Start "User Manager " from the Start Menu
« From the "UserName' list, select the Administrator Account by double-clicking it.
e¢ On the "User Properties" window enter the new Password and
Confirm-Password
* Onthe "User Properties” window blank out the Description text box
* Click the "OK" button to save the changes
« With the "Administrator" Account still highlighted, select the menu option "User",
"Rename"
e Onthe "Rename" window enter the new Account Name (sscdeaduser)
* Click the "OK" button to save the change
* Close "User Manager"
7) Implementing BIOS Level Security
Reboot system.
At the prompt, press F2 to enter setup
¢ Move the Floppy Drive or Drives below the hard drive in the boot Sequence in the
boot menu
* Remove the CD ROM Drive (if fitted) from the Boot Sequence in the boot menu
Tt in the Security menu
« Set the “User setup access” to “Limited access”
« Save the new BIOS Settings
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 63 of 65
Last Printed: 07-02-00 11:53 AM
FUJ00079816
FUJ00079816
ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
« Exit the BIOS Settings Menu
« Reboot the machine if required
8) First user logon
Logon as the PWYDCS\username
a) Internet explorer will insist on putting up its splash screen for two logons.
On the second logon, click the option to turn it off!
Launch IE. Tell the “wizard” (sic) that you already have an internet connection.
IE will then revert to using the microsoft site as the default (again despite
registry changes in the build). Set default to c:\PathIE\pathway.htm.
b) Mouseware will insist in re-setting up the mouse (despite the fact it has
already been done in the build!).
Click YES
Click next
Select appropriate side for mouse position (watch out for left handers!)
Click next
Click next
Click Finish
c) Setup printer access to SSCBRAP
d) Reset options for cmd prompt. Red text, 500 line buffer.
STOP HERE - SecureID on NT not required yet.
g) Instructions For Configuring ACE/Agents SecureID
1. Copying the ACE/Server configuration files to the target Machine
* Collect the following files from the ACE/Server Administrator
SDCONF.REC and SERVER.CER for standard builds, along with
SERVER.KEY for the Remote Admin Workstation.
e Place these files in C:\ WINNT\SYSTEM32.
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 64 of 65
Last Printed: 07-02-00 11:53 AM
FUJ00079816
FUJ00079816
ICL Pathway CS Support Services Operations Manual Ref: CS/MAN/oo2
Version: 3.0
COMMERCIAL IN CONFIDENCE Date: 07/02/00
« Place the IP address of the ACE/Server in the following location on the target
machine: C:\WINNT\SYSTEM32\DRIVERS\ETC\HOSTS,
BTLFENTot -f
2. Enabling SecureID strong authentication in the Control Panel
¢ Open Control Panel and select the ACE/Agent applet
« Enable the following :
e Local Access Security
« Challenge All Users
e Enable Screen Saver Security
« Enable Reserve Password, supplying a Password o TIRRELEVANT I in the process.
© 2000 ICL Pathway Limited COMMERCIAL IN CONFIDENCE Page: 65 of 65
Last Printed: 07-02-00 11:53 AM