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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Name Role
Mark Weaver Post
Delivery Manager
Service Desk: Service Description
Service Description —- Contract Controlled Document
HNG-X, HNG-X Application Roll Out Transitional Period and Pre-
HNG-X Application Roll Out
Service Description for the Service Desk as provided under
contract to Post Office by Fujitsu Services
APPROVED
Kirsty Gallacher: Fujitsu Services.
Signature Date
Office: Senior Service
Steve Denham Fujitsu Services: Head of
Service Management
Note: See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
©Copyright Fujitsu Services Ltd 2008
CONTRACT CONTROLLED Ref: SVMI/SDM/SD/0001
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1 Document Control
Table of Contents
DOCUMENT CONTROL
able of Contents
1 Document History
2 Review Details
.3 Associated Documents (Internal & External)
-4 Abbreviations
5 Glossary
6 Changes Expected
2 SERVICE SUMMARY
3 HNG-X
3.1 Service Definition
Contacting the Service Desk
Incident Management
Interfaces with Change, Asset and Configuration Management
Information Reporting
Service Management
Capacity Management
3.2. Service Availability
3.2.1 Branch: Telephone Incident Logging
3.2.2 Branch: Telephone Incident Logging (Voicemail)
3.2.3 Branch: On Line Incident Logging
OO WO Ww
1.
1.
1.
1.
1.
1.
connor
3.2.4 Post Office Internal Departments, Post Office Clients and the Service Control Team:
Telephone Incident Logging
3.2.5 Fujitsu Services Departments: Telephone Incident Logging
3.3. Service Levels and Remedies
3.3.1 General Principles
3.3.2 Service Level Relief
3.3.3 Rectification Plan
3.3.4 Service Levels for which Liquidated Damages Apply
3.3.5 Service Levels for which Liquidated Damages Do Not Apply
3.3.6 Operational Level Targets
3.3.7 Performance Metrics
3.3.8 Design Targets
3.4 Service Limits and Volumetrics
3.4.1 Call Volumes
3.4.2 Flexible Charging
3.5 Assets and Licences
3.5.1 Assets
3.5.2 Licences
3.6 Charges
3.6.1 Operational Fixed Charges
3.6.2 Operational Variable Charges
3.6.3 Operational Variable Charges
3.7 Dependencies and Interfaces with Other Operational Services
MOaAThAN Bw
N
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3.8 Post Office Dependencies and Responsibilities
3.9 Business Continuity
3.9.1 Summary
3.9.2 Infrastructure
3.9.3 Service Level Relief
3.10 Documentation Set Supporting the Service
4 HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD
441
4.2 Service Availability
4.3 Service Levels and Remedies
4.4 Service Limits and Volumetrics
441 Call Volumes
4.5 Assets and Licences
4.6 Charges
4.7 Dependencies and Interfaces with Other Operational Services
4.8 Post Office Dependencies and Responsibilities
4.9 Business Continuity
4.10 Documentation Set Supporting the Service
5 PRE HNG-X APPLICATION ROLL OUT
5.1
5.2 Service Availability
5.3 Service Levels and Remedies
5.3.1 SLT’s and Liquidated Damages Threshold for Software Time to Repair
5.4 Service Limits and Volumetrics
5.4.1 Call Volumes
5.5 Assets and Licences
5.6 Charges
5.7 Dependencies and Interfaces with Other Operational Services
5.8 Post Office Dependencies and Responsibilities
5.9 Business Continuity
5.10 Documentation Set Supporting the Service
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1.1 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
1.0 31/08/08 Agreed
14 11/12/08 Updated to remove all references to Shared Service Desk
12 02/03/07 2.9.2.5 amended to Disaster Recovery & timescales modified to
3hrs as requested by Tony Wicks & Tim Vause
13 28/12/07 Reviewers updated.
14 20/08/08 Updated for personnel changes
2.0 29/09/08 Approved
1.2 Review Details
Review Comments by 5th September 2008
Kirsty.Gallacher_
RMGADocumentManagemei
Review Comments to
Mandatory Review
Role Name
Post Office: Service Delivery Mark Weaver*
Post Office: Commercial Liz Tuddenham
Fujitsu Services: Commercial Hilary Forrest*
Fujitsu Services: HSD Operations Manager Michael Jacklin*
Role Name
HNG-X Testing Peter Dreweatt
HNG-X Security Brian Pinder
HNG-X Security Peter Sewell
HNG-X Service Transition Steve Godson
HNG-X Programme Manager Phil Day
Infrastructure Martin Cair
Data Centre Migration Martin Brett / Janet Mason
Issued for Information Please restrict this
distribution list to a minimum
Position/Role Name
Fujitsu Services: Service Delivery Sarah Bull
(*) = Reviewers that returned comments
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1.3 Associated Documents (Internal & External)
Reference Versiot Date Title Source
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account I Dimensions
(D0 NOT REMOVE) HNG-X Document Template
SVM/SDM/SD/0003 Data Centre Operations Service:
Service Description
SVM/SDM/TP/0001 HNG-X Operational Test Plan — Joint
Working Document
‘SVM/SDM/PLA/0001 HNG-X Support Service Business
Continuity Plan — Joint Working
Document
CS/FSP/002 Service Desk Call Enquiry Matrix and
Incident Prioritisation Document
CS/IFS/007 Service Desk / NBSC Interface
Agreement
SVM/SDM/PRO/0021 Service Desk Joint Working
Document
SVM/SD/PRO/0018 POA Incident Management Process
SVM/SDM/SD/0010 Service Integration Service: Service
Description
‘SVM/SDM/PRO/0006 Service Level Target & Liquidated
Damages Exclusions
SVM/SDM/SD/0007 Service Management Service:
Service Description
SVM/SDM/SD/0017 Security Management Service:
Service Description
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
1.4 Abbreviations
Abbreviation Definition
CMT Communications Management Team
DR Disaster recovery
IVR Interactive Voice Response
MBCI Major Business Continuity Incident
OCR Operational Change Request
POSD Post Office Service Desk
SPOC Single Point Of Contact
UPS Uninterruptible Power Supply
1.5 Glossary
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Term Definition
Asset Management I Record of all Fujitsu Services hardware
‘System
Configuration Detailed record of all Fujitsu Services hardware and software
Management System
Incident Management I Record of all operational Incidents received by the Service Desk
System
Service Desk Customers Any authorised person making a call to the Service Desk and logging an Incident
1.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by Fujitsu
Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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2 Service Summary
2.1. The Service Desk Service provides a first level support, including end to end Incident
management, to Branches and other designated groups, defined in the Working Document
entitled: “Service Desk Joint Working Document” (SVM/SDM/PRO/0021), through the provision
of a Service Desk function. Branches or other designated groups within Post Office or Fujitsu
Services experiencing difficulties with any part of the Counter Equipment, Software or
Operational and Call Off Services will call the Service Desk and log an Incident reporting the
circumstances of such Incident.
2.2 The Service Desk Service also interfaces with the Change Management, Asset Management
and Configuration Management systems required to support the Branch Infrastructure and
HNG-X Central Infrastructure.
2.3 The Service Desk Service also acts as an initiator within the Problem Management process
due to its ability to monitor Incident trends against the severity received.
24 The Service Desk Service acts as the help desk interface for the PostShop Service which is
described in the Contract Controlled Document (CCD) entitled: “Service Integration Service,
Service Description” (SVM/SDM/SD/0010).
2.5 The Service Desk Service will act as a central point for information on the working state of the
Services and be responsible for informing Post Office of any service affecting Incidents.
2.6 The Service Desk Service will keep Service Desk Customers notified of any scheduled
interruptions to the Operational or Call Off Services where those interruptions are service
affecting and will inform Post Office when the affected services will be restored as documented
within the Working Document entitled: “Service Desk / NBSC Interface Agreement”
(CS/IFS/007).
27 The Service Desk Service will resolve all calls relating to Incidents detailed within the Working
Document entitled: “Service Desk Joint Working Document” (SVM/SDM/PRO/0021).
2.8 The Service Desk Service shall provide the facility to receive re-directed calls from other Post
Office helpdesks and help lines as required.
29 The Service Desk Service shall manage the resolution of any Incident using procedures that
are defined within the Working Document entitled: “POA Incident Management Process”
(SVM/SDM/PRO/0018).
2.10 The Service Desk Service will accept calls from Branches, Post Office internal departments,
Post Office Clients, NBSC and the Post Office Service Desk (POSD).
2.11 The Service Desk Service will accept calls from internal Fujitsu Services capability and support
units as referred to in section 2.1.1.3 of this Service Desk, Service Description.
2.12 Branches wishing to contact the Service Desk will do so by telephoning a Single Point of
Contact (SPOC) telephone number. Post Office undertakes the management and control of
this SPOC telephone number. An Interactive Voice Response (IVR) system will enable the
caller to select an appropriate option to connect to the Service Desk for circumstances where
there is an issue relating to the call types referred to in the Working Document entitled:
“Service Desk Joint Working Document” (SVM/SDM/SD/0010).
2.13 Calls destined for the NBSC which have been answered by the Service Desk will be transferred
to the NBSC in accordance with the processes identified within the Working Document entitled:
“Service Desk / NBSC Interface Agreement” (CS/IFS/007).
2.14 Calls destined for the Service Desk which have been answered by the NBSC will be transferred
to the Service Desk in accordance with the processes identified within the Working Document
entitled: “Service Desk / NBSC Interface Agreement” (CS/IFS/007).
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2.15 All Service Desk staff will have suitable and appropriate skills and training and act in a
professional manner whenever dealing with callers, complying with agreed Service Desk
behavioural standards. Fujitsu Services shall ensure sufficient skilled resources are available
to cover for holidays, sickness and natural wastage within Fujitsu Services.
2.16 Fujitsu Services shall provide on line access to the Incident Management System call-handling
tool to Post Office. Post Office shall inform Fujitsu Services as necessary of all Post Office
staff who are authorised to access the tool.
2.17 To the extent that such notification is required by law, Fujitsu Services shall be responsible for
ensuring that Service Desk Customers are notified that calls may be recorded for training and
monitoring purposes.
2.18 Fujitsu will monitor the quality of the Service Desk Service to ensure that it meets the Post
Office specifications as documented within the Working Document entitled: “Service Desk Joint
Working Document” (SVM/SDM/PRO/0021). This may include the recording of calls, where this
is reasonably possible, for the purposes of monitoring call control, customer satisfaction,
knowledge and system use. Post Office will agree the method and timescale with Fujitsu
Services and reserve the right of audit of any internal quality scoring.
2.19 Where Post Office chooses to carry out user satisfaction surveys, in the event that any such
survey results are pertinent to Fujitsu Services’ provision of the Service Desk Service, the
relevant survey results shall be shared with Fujitsu Services at the next meeting of the Service
Management Relationship.
2.20 Fujitsu Services will provide information to support the response to Branch complaints to Post
Office.
2.21 Fujitsu Services will escalate to Post Office any Incident that occurs in high profile Branches, in
accordance with the Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/PRO/0021).
2.22 The Service Desk Service will accept and pass on Banking Transaction Record Queries to the
Security Management Service in accordance with paragraph 2.4.1.8 of the Security
Management Service, Service Description (SVM/SDM/SD/0017).
2.23 The Service Desk will pass on to the Security Management Team details of all Security
Incidents in accordance with Schedule A4 of the Contract.
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3. HNG-X
3.1 Service Definition
3.1.1. Contacting the Service Desk
3.1.1.1. Branches will contact the Service Desk either by using the SPOC telephone number, selecting
the appropriate IVR option for the Service Desk, or via the Counter Interface.
3.1.1.2 All Post Office internal departments including NBSC, Post Office Clients and POSD will
contact the Service Desk using the telephone numbers provided within the Working Document
entitled: “Service Desk Joint Working Document” (SVM/SDM/PRO/0021,) which vary
depending on the time the call is made to the Service Desk.
3.1.1.3 Fujitsu Services internal departments will contact the Service Desk using a dedicated
telephone number which vary depending on the time the call is made to the Service Desk.
3.1.2 Incident Management
3.1.2.1. The Service Desk first line agent will answer the call and welcome the caller. The caller will be
asked a number of appropriate and agreed questions to validate their identity and ensure they
are authorised to speak to the Service Desk. Where callers are unable to successfully
complete this validation, the call will be terminated by the Service Desk.
3.1.2.2 If the NBSC has referred the caller to the Service Desk, caller validation will have already been
completed by the NBSC. Further call validation will not be completed by the Service Desk,
other than to confirm the identity of the caller. Should the caller subsequently be found or
shown to be unauthorised, Fujitsu Services will not be liable for giving information or advice to
such callers.
3.1.2.3. Those callers passing validation checking, or who have been transferred from the NBSC, will
then be asked the nature of the call, and the equipment or the functionality affected.
3.1.2.4 The Service Desk first line agent will then open an Incident record to record the details of the
caller and the Incident itself. The Incident record will assign a unique reference number to the
call, unless the caller already has a unique reference number in relation to the Incident, in
which case that unique reference number will be used.
3.1.2.5 The Incident record will contain the information as described within the Working Document
entitled: “Service Desk Joint Working Document” (SVM/SDM/PRO/0021).
3.1.2.6 The Service Desk first line agent will take the details of the reported fault and then may refer to
a knowledge base and undertake diagnosis. The diagnosis may resolve the Incident in which
case the Service Desk first line agent will close the Incident with the agreement of the caller.
3.1.2.7 The Service Desk first line agent shall then update the Incident Management System as
described within the Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/PRO/0021).
3.1.2.8 On concluding the call, the Service Desk first line agent will provide the caller with the unique
reference number associated with the Incident management record.
3.1.2.9 If the fault remains unresolved, the Service Desk first line agent will progress the Incident as
described within the Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/PRO/0021).
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3.1.2.10 Calls that do not fall into the categories listed within the Working Document entitled: “Service
Desk Joint Working Document” (SVM/SDM/PRO/0021) but that are relevant to the NBSC will
be classed as inappropriate to the Service Desk and the caller will be referred to the NBSC for
further advice.
3.1.2.11 Calls that do not fall into those categories listed in the Working Document entitled: “Service
Desk Joint Working Document” (SVM/SDM/PRO/0021) and are not relevant to the NBSC will
be classed as inappropriate and the call will be terminated by the Service Desk.
3.1.2.12 Further detail of the categories and prioritisation of calls that are used in the Incident
Management System can be found in the Working Document entitled: “Service Desk Call
Enquiry Matrix and Incident Prioritisation Document”. (CS/FSP/002).
3.1.2.13 The Service Desk Service will set callers' expectations when the Incident is not resolved on the
initial call and update the caller in line with the expectations set. This does not include the
provision of routine Incident updates where the Incident is being resolved within the appropriate
SLT unless Fujitsu Services has committed to a resolution time with the Branch.
3.1.3 Interfaces with Change, Asset and Configuration Management
3.1.3.1 OCP Process
The Service Desk Service will create and/or impact Operational Change Proposals (OCPs) for
operational changes in accordance with section 2.1.6 of the CCD entitled: “Service Management Service,
Service Description” (SVM/SDM/SD/0007) to enable effective Incident and problem management to be
completed.
3.1.3.2 Asset and Configuration Management
The Service Desk Service will interface with the Asset Management System and Configuration
Management System ensuring the appropriate configuration items are identified and applied where
appropriate to enable effective Incident and problem management to be completed.
3.1.4 Information Reporting
3.1.4.1 If required by Post Office, Fujitsu Services shall use reasonable endeavours to produce service
information, in electronic form and / or hard paper copy, and shall deliver this information to Post
Office within five (5) Working Days or to the agreed timescales. The Working Document entitled:
“Service Desk Joint Working Document” (SVM/SDM/PRO/0021), describes the level and type of
reporting required.
3.1.4.2 The Service Desk Service will use reasonable endeavours to supply the Service Desk daily
performance statistics by midday on the next Working Day.
3.1.5. Service Management
3.1.5.1 Pro-Active Incident Reduction
To ensure the Branch and Counter Position availability is kept to a maximum and within the Branch and
Counter availability SLT detailed in the CCD entitled: “Data Centre Operations Service, Service
Description” (SVM/SDM/SD/0003), the Service Desk Service will work closely with the Systems
Management Service. Where an event or a system or network condition has been identified, the
Systems Management Service will raise an appropriate Incident, this may be in advance of any Incident
raised by the Branch, via the Service Desk at the required severity / priority level to enable the issue to
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be resolved in accordance with the document entitled: “POA Incident Management Process Details’
(SVM/SDM/PRO/0018).
3.1.5.2 Continuous Service Improvement
The Service Desk Service will work closely with the Fujitsu Services Service Management Service and
Post Office when appropriate to identify and implement, where agreed with Post Office, service or cost
improvement initiatives within the Service Desk.
3.1.5.3 Service Reporting
The Service Desk Service will, as required, provide service reporting for distribution to Post Office as
required under the Service Management Service described in the CCD entitled: “Service Management
Service, Service Description” (SVM/SDM/SD/0007).
3.1.6 Capacity Management
3.1.6.1 The Service Desk Service shall ensure adequate controls are in place to ensure that there is
sufficient capacity to answer and log the required number of Incidents within the required SLTs.
3.1.6.2 The Service Desk Service shall be responsible for liaising closely with the Capacity
Management Service regarding the actual Service Desk Service performance with current
traffic volumes.
3.1.6.3 The Service Desk Service will be responsible for reviewing with the Capacity Management
Service, the forecasted Incident volumes to assess the future capacity requirements of the
Service Desk Service.
3.2 Service Availability
3.2.1. Branch: Telephone Incident Logging
3.2.1.1. The Service Desk Service is available via telephone to Branches from 08:00hrs to 18:00hrs
Monday to Friday, and 08:00hrs to 14:00hrs on Saturday (Service Desk Days) excluding
Christmas Day. During this period, the Service Desk front line agent will be available to take
calls from Branches that are received via the SPOC telephone number.
3.2.1.2. Arrangements for Bank Holidays shall only vary from a normal Service Desk Day where agreed
with Post Office, having regard to their applicability throughout the United Kingdom.
3.2.2 I Branch: Telephone Incident Logging (Voicemail)
Outside of the hours stated in section 3.2.1 of this Service Desk, Service Description, the Service Desk
Voicemail Service will be provided to take messages. Messages left on the Service Desk Voicemail
Service will be retrieved and actioned by the Service Desk commencing at 08:00hrs on the following
Working Day in accordance with the Working Document entitled: “Service Desk Joint Working
Document” (SVM/SDM/PRO/0021).
3.2.3. Branch: On Line Incident Logging
The Service Desk Service is available via the Horizon Counter to Branches 24/7, 365 days per year. If
an Incident is logged via this route, an automated response will be generated confirming receipt of the
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Incident. The Service Desk will progress the Incident to resolution as described within the Working
Document entitled: “Service Desk Joint Working Document” (SVM/SDM/PRO/0021).
3.2.4 Post Office Internal Departments, Post Office Clients and the
Service Control Team: Telephone Incident Logging
The Service Desk Service is available to Post Office internal departments, Post Office Clients and
POSD 24/7, 365 days per year using the telephone contact number identified within the Working
Document entitled: “Service Desk Joint Working Document” (SVM/SDM/PRO/0021).
3.2.5 Fujitsu Services Departments: Telephone Incident Logging
The Service Desk is available to internal Fujitsu Services departments 24/7, 365 days per year.
3.3 Service Levels and Remedies
3.3.1. General Principles
The Service Desk has prime responsibility for meeting the SLT without associated liquidated damages,
as defined in section 3.3.5 of this Service Desk, Service Description.
3.3.1.1. Service Level Reporting Measurement Periods
3.3.1.1.1 SLTs detailed in section 3.3.5 of this Service Desk, Service Description, which do not
specify a measurement period are;
(a) reported monthly via the SRB; and
(b) measured over a Service Level Measurement Period equating to a Post Office financial
quarter, i.e.:
o January to March;
o April to June;
o July to September; or
o October to December.
3.3.1.1.2 The values applicable to each of the Service Desk SLTs are identified within section
2.3.5 of this Service Desk, Service Description.
3.3.1.2 Operational Level Target Measurement Periods
3.3.1.2.1 The performance of the Service Desk during each calendar month shall be measured
against each of the OLT applicable in respect of the Service Desk Service.
3.3.1.2.2 The OLT identified within section 3.3.6 of this Service Desk, Service Description only apply
within the hours of 09.00 to 17.30 Monday to Friday excluding Bank Holidays.
3.3.1.2.3 Post Office may monitor the performance of the Service Desk Service OLTs on request.
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3.3.2 Service Level Relief
3.3.2.1. If the limits defined in section 3.4.1 of this Service Desk, Service Description are exceeded over
a monthly period, Fujitsu Services will be entitled to adjust the measurements of performance in
respect of the SLTs, affected by this excess. Such adjustments shall be made on the following basis:
(a) _ if the monthly limit is exceeded as a result of Default by Fujitsu Services, no adjustment
shall be made to the performance measurements for the affected SLTs in respect of that
month; or
(b) _ if the monthly limit is exceeded for any reason other than a Default by Fujitsu Services,
the performance measurements for the affected SLTs in respect of that month shall be
disregarded and replaced with an average measurement for that month (based upon
actual performance measurements over the previous three (3) calendar months), or as
otherwise as agreed between Post Office and Fujitsu Services.
3.3.2.1. Any dispute between Post Office and Fujitsu Services arising in connection with the
application of this section 3.3.2 of this Service Desk, Service Description shall be resolved in
accordance with the Dispute Resolution Procedure.
3.3.3. Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
3.3.4 Service Levels for which Liquidated Damages Apply
There are no specific SLTs associated with the Service Desk for which liquidated damages apply.
3.3.5 Service Levels for which Liquidated Damages Do Not Apply
Telephone answering SLT will be measured from the point the redirected telephone call enters the
Service Desk telephone switch.
3.3.5.1. Service Desk Front Line Targets
Table 1
Descripti Ss
Calls answered within 30 seconds 80%
Average time to answer < 10 seconds
Calls not answered <5%
First time fix >= 85%
Availability of Service Desk Voicemail Service outside of Service Desk standard I 100%
hours
Availability of Counter call logging facility (back end server) >= 99.5%
Voicemail calls raised out of the Service Desk Day on the Fujitsu Services call I 100%
logging system responded to next Working Day with ring back commencing at
08:00hrs.
Software incidents resolved by re-boot or the application of a work-around <= 15 I 95%
minutes
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Software incidents resolved by re-boot or the application of a work around < = 30 I 100%
minutes
All calls to the PostShop HelpDesk will be included in the overall calculation for Service Desk front line
targets.
3.3.6 Operational Level Targets
3.3.6.1 Customer Complaints
Table 2
Measure OLT
Standard Complaint - response to Post Office I 5 Working
in Days
High Profile Complaint —- response to Post I 8 Working
Office in Hours
3.3.7. Performance Metrics
There are no performance metrics associated with the Service Desk.
3.3.8 Design Targets
There are no design targets associated with the Service Desk.
3.4 Service Limits and Volumetrics
3.4.1. Call Volumes
Table 3
Financial Year Monthly Call
Volumes *
Includes
COUNTER logged
calls
2009 / 2010 11000
2010 / 2011 11000
2011 / 2012 11250
2012 / 2013 11550
2013 / 2014 11900
2014 / 2015 12200
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3.4.2 Flexible Charging
3.4.2.1 Following each Service Level Measurement Period, Post Office and Fujitsu Services will
assess whether on average, in the relevant Service Level Measurement Period, the actual
number of calls is more than 110% or less than 90% of the limit. In making that
assessment, Post Office and Fujitsu Services shall consider the cause of any monthly peaks
in excess of the monthly averages during the period and disregard the measurements in
respect of those months where the peaks have arisen as a result of a Fujitsu Services
Default. If, having made this assessment, Post Office and Fujitsu Services agree (acting
reasonably), that the actual number of calls is more than 110% or less than 90% of the limit
applicable within any three (3) consecutive months, Post Office and Fujitsu Services shall
meet to discuss, (acting reasonably), any appropriate action, which shall include
consideration of the amount of the Charges for the Service Desk Service which may be
increased or decreased to reflect any increase or decrease in Fujitsu Services’ costs as
assessed on an Open Book basis. Any such adjustment to the Charges for the Service Desk
Service shall be agreed under the Change Control Procedure.
3.4.2.2 It is expected that 10% (ten per cent) of Incidents will be logged by Branches via the
Counter Interface.
3.4.2.3 Any increase in the percentage of Incidents logged via the Counter Interface will
instigate a review of the price of the Service Desk Service quoted in Schedule D1 of this
Agreement and a revised price per Counter Position assessed on an Open Book basis and
agreed between Post Office and Fujitsu Services. Any such adjustment to the Charges for
the Service Desk Service shall be agreed under the Change Control Procedure.
3.4.2.4 If circumstances arise such that Post Office requires urgent changes to the level of
service for the Service Desk Service, Fujitsu Services shall use reasonable endeavours to
extend the level of service as soon as reasonably practicable to whatever is required by Post
Office for a price to be assessed on an Open Book basis and agreed between the Parties.
Any such adjustment to the Charges for the Service Desk Service shall be agreed under the
Change Control Procedure. In these circumstances, any appropriate SLTs in force will be
suspended.
3.5 Assets and Licences
3.5.1. Assets
There are no assets associated with the Service Desk Service.
3.5.2 Licences
The Service Desk Service will ensure that all third party software licences from time to time required by
Fujitsu Services to provide the Service Desk Service are maintained to ensure they are current and valid
for the version of third party software being used at the time. Where a licence or its associated support
and maintenance is due to expire, and Fujitsu Services determine that renewal is required, the Service
Desk Service will ensure that the appropriate renewal process, as defined by the appropriate software
vendor or licensor, is completed and a new licence is concluded prior to the expiry date to ensure
continuity of the service.
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3.6 Charges
3.6.1 Operational Fixed Charges
See Schedule D1 of the Agreement.
3.6.2 Operational Variable Charges
The Service Desk Operational Variable Charge is calculated against the number of Counter Positions
within the Post Office estate, including CTO Counters, NBSC and at a price per Counter Position as
defined in Schedule D1 of this Agreement.
3.6.3 Operational Variable Charges
There are no additional operational variable charges associated with the Service Desk Service.
3.7 Dependencies and Interfaces with Other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of the Service
Desk Service and/or any of the other Operational Services will be agreed in accordance with the Change
Control Procedure. This section describes the interfaces with other Operational Services as at the
Amendment Date, as follows:
3.7.1.1. The CMT Service
The Service Desk Service will support the CMT Service by receiving calls relating to Incidents and the
provision of the Incident management system. If the scope of the Service Desk Service changes, an
alternative Service Provider would have to take over this role.
3.7.1.2 The Systems Management Service
The Service Desk Service will support the Systems Management Service by receiving calls relating to
Incidents and the provision of the Incident management system. If the scope of the Service Desk
Service changes, an alternative Service Provider would have to take over this role.
3.7.1.3. The Engineering Service
The Service Desk Service will support the Engineering Service by receiving calls relating to Incidents
and the provision of the Incident management system. If the scope of the Service Desk Service
changes, an alternative Service Provider would have to take over this role.
3.7.1.4 The Third Line Support Service
The Service Desk Service will support the Third Line Support Service by receiving calls relating to
Incidents and the provision of the Incident management system. If the scope of the Service Desk
Service changes, an alternative Service Provider would have to take over this role.
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3.7.1.5 The Central Network Service
The Service Desk Service will support the Central Network Service by receiving calls relating to
Incidents and the provision of the Incident management system. If the scope of the Service Desk
Service changes, an alternative Service Provider would have to take over this role.
3.7.1.6 The Data Centre Operations Service
The Service Desk Service will support the Data Centre Operations Service by receiving calls relating to
Incidents and the provision of the Incident management system. If the scope of the Service Desk
Service changes, an alternative Service Provider would have to take over this role.
3.7.1.7 The Management Information Service
The Management Information Service may request data to support MIS Reports delivered internally
within Fujitsu Services or to Post Office. If the scope of the Service Desk Service is changed, the
Service Management Service may have to take over this role.
3.7.1.8 The Reference Data Management Service
The Service Desk Service will support the Reference Data Management Service by receiving calls
relating to Incidents and the provision of the Incident management system. If the scope of the Service
Desk Service changes, an alternative Service Provider would have to take over this role.
3.7.1.9 The Branch Network Service
The Service Desk Service will support the Branch Network Service by receiving calls relating to
Incidents and the provision of the Incident management system. If the scope of the Service Desk
Service changes, an alternative Service Provider would have to take over this role.
3.7.1.10 The Security Management Service
The Service Desk Service will support the Security Management Service by receiving calls relating to
Incidents and the provision of the Incident management system. If the scope of the Service Desk
Service changes, an alternative Service Provider would have to take over this role.
3.7.1.11 The Service Management Service
If the scope of the Service Desk Service is changed, the Service Management Service may have to take
over the role of managing an alternative Service Provider.
3.7.1.12 The Reconciliation Service
The Service Desk Service will support the Reconciliation Service by receiving calls relating to Incidents
and the provision of the Incident management system. If the scope of the Service Desk Service
changes, an alternative Service Provider would have to take over this role.
3.7.1.13 The OBC (Branch Change) Service
The Service Desk Service will support the OBC (Branch Change) Service by receiving calls relating to
OBC Branch changes for distribution to the Engineering Service and the provision of the Incident
management system. If the scope of the Service Desk Service changes, an alternative Service Provider
would have to take over this role.
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3.8 Post Office Dependencies and Responsibilities
3.8.1. In addition to the generic Post Office responsibilities set out in Schedule A5 of the
Agreement, Users and Service Desk Customers will call the Service Desk via telephone or
log Incidents via the Counter Interface and provide as clear and accurate description of the
fault as is possible as applicable to the type of medium used by the caller to log the Incident
using the Service Desk Service.
3.8.2. Post Office shall comply with its obligations under sections 2.17 and 2.19 of this Service
Desk, Service Description.
3.9 Business Continuity
3.9.1 Summary
This section defines the measures taken to minimise the risk of not being able to provide the Service
Desk Service and sets out what Fujitsu Services is required to provide in terms of business continuity
specific to the provision of this Service Desk Service. Details of the Service Desk Business Continuity
Plan are set out in the Working Document entitled: “HNG-X Support Service Business Continuity Plan —
Joint Working Document” (SVM/SDM/PLA/0001).
3.9.2 Infrastructure
3.9.2.1. Voice Systems Features
3.9.2.1.1 All calls into the Service Desk are routed via a single number operated by British
Telecom (BT). This service has been stated to provide 100% resilience for call delivery into
the Service Desk, and therefore Fujitsu Services has not provided any additional resilience
in order to operate using this service.
3.9.2.1.2 In the event that the primary Service Desk site is rendered inoperable (e.g.
building evacuation), then calls are either re-directed to a Service Desk Voicemail Service,
or will automatically be redistributed to the Service Desk DR site.
3.9.2.1.3 Remote diverts can be activated, by approved managers, via Post Office’s
suppliers. This may need to be used in conjunction with the temporary transference of
reinforcement staff from the primary Service Desk site to a DR site.
3.9.2.2 Counter Interface Access
In the event that the back end server hosting the counter Interface becomes inoperable, Branches will
resort to telephone logging of Incidents until the Counter Interface is fully restored.
3.9.2.3 Incident Management System
3.9.2.3.1 In the event that the primary Incident Management System becomes
unavailable, failover will occur to a backup Incident Management System within two (2)
hours of the initial failure.
3.9.2.3.2 In the event that the backup incident management system is unavailable, the
Service Desk Service will resort to manual logging of Incidents until the Incident
Management System is restored and then input manually logged Incidents into the restored
Incident Management System.
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3.9.2.4 Power
To provide contingency against mains power failure, the Service Desk Incident Management System,
the Counter servers, and the Service Desk telephone communications equipment at the Service Desk
primary site shall be protected by Un-interruptible Power Supplies (UPS). A standby generator shall be in
place at the Service Desk primary site. In the event of power loss it is expected that continuous power
shall be provided, initially by the UPS and then by the generator.
3.9.2.5 Disaster Recovery
Fujitsu Services shall ensure Service Desk access to the Incident Management System at the DR site is
available to the Service Desk Service within three (3) hours of the initial failure.
3.9.2.6 Testing
Fujitsu Services will ensure a minimum of one (1) walkthrough and one (1) operational test per year is
provided covering the Incident Management System subject to agreeing the actual dates for such tests
with Post Office, such agreement not to be unreasonably withheld as defined within the Working
Document entitled: “HNG-X Operational Test Plan — Joint Working Document” (SVM/SDM/TP/0001).
3.9.3 Service Level Relief
3.9.3.1 If for any reason other than a Default by Fujitsu Services the Service Desk becomes
unavailable for use, the SLTs as set out within this Service Desk Service, Service Description
will be suspended for the period of such unavailability subject to a maximum period of either:
3.9.3.1.1 three (3) hours; or
3.9.3.1.2 the remainder of the Service Desk Day,
whichever is the shorter period.
3.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Service Desk Service, Service Description supports the
delivery of the Service Desk Service. Should any elements of the Service Desk Service be changed
following agreement with Post Office in accordance with the Change Control! Procedure, Fujitsu Services
will ensure these documents are also reviewed and amended where necessary in line with changes
agreed.
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4 HNG-X Application Roll Out — Transitional Period
4.1 Service Definition
4.1.1. The Counter Interface is only available for those Branches migrated to the HNG-X application.
4.1.2 See section 3.1 of this Service Desk, Service Description.
4.2 Service Availability
4.2.1. The Counter Interface is only available for those Branches migrated to the HNG-X application.
4.2.2 See section 3.2 of this Service Desk, Service Description.
4.3 Service Levels and Remedies
See section 3.3 of this Service Desk, Service Description.
4.4 Service Limits and Volumetrics
4.4.1 Call Volumes
See section 3.4 of this Service Desk, Service Description, save for Table 3, which shall be replaced by
Table 4 below:
Table 4
Financial Year Monthly Call
Volumes *
Includes
COUNTER logged
calls
2008 / 2009
4.5 Assets and Licences
See section 3.5 of this Service Desk, Service Description.
4.6 Charges
See section 3.6 of this Service Desk, Service Description.
4.7 Dependencies and Interfaces with Other Operational
Services
See section 3.7 of this Service Desk, Service Description.
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4.8 Post Office Dependencies and Responsibilities
See section 3.8 of this Service Desk, Service Description.
4.9 Business Continuity
See section 3.9 of this Service Desk, Service Description.
4.10 Documentation Set Supporting the Service
See section 3.10 of this Service Desk, Service Description.
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5 Pre HNG-X Application Roll Out
5.1 Service Definition
The Counter Interface is only available for those Branches migrated to the HNG-X application.
See section 3.1 of this Service Desk, Service Description.
5.2 Service Availability
The Counter Interface is only available for those Branches migrated to the HNG-X application.
See section 3.2 of this Service Desk, Service Description.
5.3 Service Levels and Remedies
See section 3.3 of this Service Desk, Service Description save for section 3.3.5.1 Table 1 where row 6 is
excluded (Counter Interface back end systems) and rows 8 and 9 are replaced by section 5.3.1 (Tables 5
and 6) below.
5.3.1 SLT’s and Liquidated Damages Threshold for Software Time
to Repair
Table 5
Priority SLT (Hours of Downtime)
Priority A 95% resolved in less than 4 hours
Priority B 95% resolved in less than 8 hours
The SLT’s in Table 5 above apply from Trigger Point T1 until the first day of the first month following
signature of CCN1200
Table 6
Priority
Liquidated Damages Formula
Priority A Where ((Seconds of downtime minus ( 6 * 3600))
downtime * 4.03 pence
greater than
6 hours is
experienced
Priority B Where ((Seconds of downtime minus ( 10 * 3600))
downtime * 4.03 pence
greater than
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10 hours is
experienced
The liquidated damages in Table 6 above apply from Trigger Point T1 until the first day of the first month
following signature of CCN1200.
5.4 Service Limits and Volumetrics
5.4.1 Call Volumes
See section 3.4 of this Service Desk, Service Description, save for Table 3, which shall be replaced by
Table 5 below:
Table 5
Financial Year Monthly Call
Volumes
2006 / 2007 13000
2007 / 2008 13000
2008 / 2009 13000
5.5 Assets and Licences
See section 3.5 of this Service Desk, Service Description.
5.6 Charges
See section 3.6 of this Service Desk, Service Description.
5.7 Dependencies and Interfaces with Other Operational
Services
See section 3.7 of this Service Desk, Service Description.
5.8 Post Office Dependencies and Responsibilities
See sections 3.8 of this Service Desk, Service Description.
5.9 Business Continuity
See section 3.9 of this Service Desk, Service Description.
5.10 Documentation Set Supporting the Service
See section 3.10 of this Service Desk, Service Description.
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