ICL PATHWAY CHANGE CCN NO: 441b
CONTROL NOTE (CCN) -
SHEET 1
CCN TITLE: Introduction of Network I CHANGE ADMINISTRATION USE ONLY.
Business Support Centre — Live Trial CP NO: 1901
IMPLEMENTATION DATE : N/A EXPIRY DATE: 14" Oct 1999
OR RELEASE NUMBER: NR2 (CSR)
CCN RAISED BY: Paul Curle DATE: 04" Oct 1999
PATHWAY APPROVAL: DATE:
EMERGENCY IMPLEMENTATION PDA CO-ORDINATOR:
DATE: N/A Nick Samuel
SUBMISSION DATE: 05" Oct 1999. RESPONSE DATE: ASAP
APPROVALS REQUIRED:
AUTHORITIES ¥/N_ I POCL Y/N I DSS ¥/N
DATE: DATE: DATE:
EXECUTIVE SUMMARY OF IMPACT ASSESSMENTS:
This CCN is in response to Horizon Change Request R0046.
The areas impacted by this introduction are mainly centred around the Horizon Systems
Helpdesk, POCL data feed systems such as HAPS and reference data, outlet procedures and
service management (Customer Service Directorate).
As this CR specifically covers live trial, there is no contractual change at this stage. It is
however anticipated that the introduction of the NBSC beyond live trial will cause contractual
change and be the subject of a separate CR.
OVERALL IMPACT ASSESSMENT: _ HIGH / MEDIUM / LOW
REASON FOR CHANGE:
POCL have introduced this change to provide POCL users with additional support for new and
changed business processes during Live Trial.
This change has no impact on service provision, however there is a significant amount of
rework required on existing documents. The initial assessment of 9 man days has been refined
down to 5 .5 man days this consists of document reviews and re-write.
DETAILS OF CHANGE:
An initial assessment of the impact of the introduction of the NBSC is that changes to the
following areas are required:
Documentation.
1. Operational Business Change.
2. Processes for support of TIP, HAPS and reference data — POCL need to specify the expert
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domains identified in CR R0046.
3. Documentation: PPD, Counter Procedures, CEM, HSH processes and procedures.
4. Training — material and course content.
5. Service Management processes such as escalation etc.
A complete list of documentation to be changed is shown on sheet 3. This CCN quantifies the
work involved in making those changes.
HSH operations.
The longer term inter-working processes between HSH and NBSC will need to be agreed and
developed. Interim processes for transferring calls by telephone are already in operation but it
is unlikely that this process can be sustained once volumes rise.
Current operational split is as follows: NBSC replaces the regional helpdesks and provides a
channel for all calls into HSH from POCL. The NBSC is responsible for all Horizon business
related incidents. HSH retains its contractual responsibility and remains responsible for
Horizon system related incidents.
Current agreements on call handling are as follows: The called helpdesk will ascertain the
nature of the call and either instruct the caller to ring the correct helpdesk or if some diagnosis
has occurred will instruct the caller that the call will be transferred to the appropriate helpdesk.
The call will then be terminated and the other helpdesk contacted, a new call will be raised and
the new helpdesk will contact the caller. All calls will still be within the scope of the Helpdesk
call matrix.
Projected call volumes across this link are currently not known and neither helpdesk has been
set targets on call back or responsiveness.
PROPOSED REVISION TO WORDING OF AUTHORITIES’ AGREEMENT:
N/A
ACCEPTANCE / IMPLEMENTATION TIMETABLE: NR2 Live Trial (CSR)
PA/TEM/0007 Version 2.0 Sheet 1
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ICL PATHWAY CHANGE
CONTROL NOTE (CCN) -
SHEET 2
CCN NO: 441b
CCN TITLE: Introduction of Network Business Support Centre — Live
Trial
CCN PROGRESS SUMMARY:
CCN SUBMITTED
DATE: 05" Oct 1999
CCN EVALUATED DATE:
INFORMATION REQUESTED DATE: ASAP
INFORMATION RECEIVED DATE:
MODIFIED CCN RECEIVED DATE:
MODIFIED CCN EVALUATED DATE:
CCN APPROVED
CCN REJECTED
DATE:
DATE:
PA/TEM/0007 Version 2.0 Sheet 2
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TCL PATHWAY CHANGE ICCN NO: CCN441b
ICONTROL NOTE (CCN) —
SHEET 3
(CCN TITLE: Introduction of Network Business Support Centre — Live Trial
COSTS TO AUTHORITIES: (Including non-recurring Charges and new or
amended Charges)
Zero Cost to POCL. ICL Pathway will NOT charge POCL for the 5.5 days effort spent on
\documentation amendments carried out by ICL Pathway.
IMPACT SUMMARY (Impacts on Related Agreements and Services)
Deliverables: N/A
Personnel: N/A.
IExisting Timetable: N/A
Implementation Plans: N/A
Security: N/A
IRisk: N/A
System Support: N/A
[System Management: N/A
Standards: N/A
Accommodation / Location: N/A
[Documentation: Changes to documentation all across the support OLA, process and
rocedural documentation for both Pathway and suppliers.
[The documents listed below are a mixture of CCD and non-CCD documents. These
\documents are detailed to show which documents require re-work resulting from this
change. The document amendments needed reflect this change will be made via normal
rocesses and the CCD listed documents will be amended and introduced as new
versions under separate CCN’s.
IPA/PRD/004 — Horizon System Help Desk Telephone Verification Process
(TBA — Caller Authentication Matrix Process (document under development, no
eference available)
(CS/IFS/003 - ICL Pathway/POCL Interface Agreement for Operational Business ChangeI
+ Outlet
\CS/PRD/029 — Management Process for Operational Business Change - Outlet
\CS/PDN/015 — Outlet Change Service Descriptions
\CS/PRD/046 — Reference Data End to End Reconciliation Process for Release NR2
\CS/PRO/026 — NR2 HSH PPD
\CS/PRO/024 — NR2 Operating Environment PPD
\CS/PRD/044 — Automated Payment End to End Reconciliation Process for Release NR2
Incident Management and Resolution
\CS/PRD/045 — EPOSS End to End Reconciliation Process for Release NR2 Incident
[Management and Resolution
(Charges / Charging Mechanism: N/A
Service Delivery Criteria: N/A
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Service Levels: Uncertainty in Outlets on which desk to ring will degrade service
erception by the end user.
\Authorities’ Responsibilities: Additional CR to be raised to introduce wider scope of
BSC and extend beyond live trial.
(Contractual Issues: N/A
(Other: N/A
PA/TEM/0007 Version 2.0 Sheet 3
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CHANGE CONTROL NOTE
ID: PWY_CCN_441 — CCN:0441b Create Date: 08-APR-1999 10:16:10
Status: APPROVED Originator: Lisa Burchell (CHG/DOC MGMT)
Introduction of Network Business Support Centre - Live Trial
Main Description:
Related Parts
0 PWY:CCN.A:1 Lisa Burchell (CHG/DOC MGMT)
(CHANGE MANAGEMENT)
Change Control Notes
1 PWY:CS-PRO.A:1 Lisa Burchell (CHG/DOC MGMT)
(LIBRARY)
Procedure
Related Items
Related Child Change Documents:
Related Parent Change Documents:
Dependent PWY_CP_1901 CLOSED Martin Bailey (SCM) (BAILEYM)
Introduction of Network Business Support Centre - Live Trial
Action Messages
Action Number: 6 Date Jun 22 1999 07:29:05 By: Lisa Burchell
NO RESPONSE FROM COMMERCIAL REVIEW, CCB AGREE TO SUBMIT 21.06.99
Action Number: 8 Date Jul 23 1999 09:49:29 By: Lisa Burchell
HORIZON CHANGE CONTROL REJECT: This change request only refers to live trial. Live Trial has made
little change to ICL Pathway because whereas POCL had intended to use the regional helplines for Horizon
Business Calls, they are instead using LTSC. The outlets will continue to diagnose the incident, and then
phone the appropriate helpdesk. If the outlet has mis-diagnosed the incident, the call should then be
transferred. There has therefore been no significant change apart from the name of the POCL support centre
and there should be little or no cost to Pathway. There will be a change request issued for the long term plans
for the NBSC.23RD July 1999
Action History
1
10
08-APR-1999 10:16:10 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/ DC
Document created
09-APR-1999 19:01:22 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Actioned document from RAISED to COMMERCIAL_REVIEW
12-APR-1999 11:43:29 Hilary.Forrest;
FORRESTH
Actioned document from COMMERCIAL_REVIEW to CCN_COMM_ISSUES
23-APR-1999 17:23:57 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/DC
Actioned document from CCN_COMM_ISSUES to COMMERCIAL_REVIEW
26-APR-1999 13:21:21 Hilary. Forre:
FORRESTH
Actioned document from COMMERCIAL_REVIEW to CCN_COMM_ISSUES
18-JUN-1999 11:05:31 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Actioned document from CCN_COMM_ISSUES to COMMERCIAL_REVIEW
22-JUN-1999 08:29:13 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Actioned document from COMMERCIAL_REVIEW to SUBMITTED
23-JUL-1999 09:44:51 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc / DC
Actioned document from SUBMITTED to REJECTED
17-SEP-1999 13:45:14 Sue Rutherford (Change Management)
RUTHERFS CM
Actioned document from REJECTED to RAISED
24-SEP-1999 11:33:22 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Actioned document from RAISED to READY_TO_SUBMIT
27-SEP-1999 12:02:35 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/ DC
Actioned document from READY_TO_SUBMIT to SUBMITTED
22-OCT-1999 17:49:47 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/DC
Actioned document from SUBMITTED to APPROVED
Update History
0
08-APR-1999 10:16:10 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/DC
Related Design Part PWY:CCN.A:1
08-APR-1999 10:16:34 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/DC
Related Item PWY:CS/PRO/026.A-INTDOC:0.1 (Affected)
08-APR-1999 10:16:34 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/DC
Related Design Part PWY:CS-PRO.A:1
23-APR-1999 17:22:34 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Detailed description edited
23-APR-1999 17:22:57 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Detailed description edited
23-APR-1999 17:27:23 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc / DC
Request attribute(s) updated
26-APR-1999 18:15:48 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc / DC
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6
Request attribute(s) updated
18-JUN-1999 11:05:06 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc / DC
Detailed description edited
18-JUN-1999 11:06:16 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Request attribute(s) updated
22-JUN-1999 0: 05 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/DC
Added action description
22-JUN-1999 11:35:52 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/ DC
Detailed description edited
22-JUN-1999 11:40:54 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Unrelated Item PWY:CS/PRO/026.A-INTDOC:0.1
23-JUL-1999 09:44:45 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc /DC
Request attribute(s) updated
23-JUL-1999 09:49:29 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/ DC
Added action description
15-SEP-1999 09:58:37 Sue Rutherford (Change Management)
RUTHERFS, CM
Request attribute(s) updated
24-SEP-1999 11:33:16 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/DC
Request attribute(s) updated.
04-OCT-1999 16:21:13 Sue Rutherford (Change Management)
RUTHERFS CM
Request attribute(s) updated
22-OCT-1999 17:49:43 Lisa Burchell (CHG/DOC MGMT)
BURCHELL cc/ DC
Request attribute(s) updated
09-OCT-2000 13:02:02 PCMS - CM Dept.
PCMS SCM
Request attribute(s) updated
O1-JUL-2003 18:52:20 Neil. Tuffs
TUFFSN
Request attribute(s) updated
Archived Attribute Information
AUTH_APPR_RQD=NO
------ END OF CHANGE CONTROL NOTE PWY_CCN_441 -----
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