Fujitsu Services
Horizon Service Desk
Business Continuity Plan
COMMERCIAL-IN-CONFIDENCE
FUJ00001981
FUJ00001981
Ref: CS/PLA/OIS
Version: 8.0
Date: 30-Jan-2006
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
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HORIZON SERVICE DESK BUSINESS CONTINUITY
PLAN
CONTINGENCY PLAN
Not Applicable
This plan provides a summarised description of the Horizon
Service Desk (HSD) which supports the Horizon service.
The document also details the planned actions that will be taken
to minimise the risk of this service not being available.
APPROVED
Tony Wicks, POA CS Business Continuity.
Nigel Bailey, FSCS Business Continuity.
Various HSD staff.
POA Management Board, D Baldwin, C Marx, R Brunskill, M
Stewart, T Wicks, M Woolgar, I Daniel, J Welsh, N Bailey
(FSCS), P Gardner (FSCS), M Croucher (FSCS)
Adam Martin, Post Office Limited Business Continuity
Planning Manager
(See PA/PRO/010 for Approval roles)
Name
Position
Signature
Date
Dave Baldwin
Director, POA Customer
Service
Adam Martin
Post Office Ltd. Service
Continuity Manager
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0.0 Document Control
0.1 Document History
Ver Date Reason for Issue Associated
No. CP/Peak
0.1 12/03/99 _I Initial draft None
0.2 14/05/99 I This document now incorporates significant internal and None
external comments.
1.0 30/06/99 _I All non-relevant references to the DSS removed. None
Ll 08/11/99 I Minor changes made to associated document references and None
update to contact details. Issued for formal review.
1.2 16/12/99 I Changes following review by POL and internal Pathway None
review.
2.0 28/01/00 I Changes following review and comments from POL - 26" None
January 2000
Issued for Approval
2.1 18/05/00 I Creation of section 4.2.3 and amendments to sections 0.3, None
4.2.2 and 12.
2.2 11/08/00 Amended to incorporate comments from Dave Hulbert, POL I None
and Paul Westfield, Pathway.
3.0 06/09/00 I Amended for comments raised by Dave Hulbert (POL) in None
comment sheet QR905.
3.1 09/05/01 Updated by N Bailey (FSCS) following review by HSD None
3.2 16/05/01 Updated by N Bailey (FSCS) following review by Tony Wicks I None
3.3 11/07/01 I Various changes by Tony Wicks to reflect the introduction of I None
WAKO1 HSD site, changes to the voice systems and ACD.
3.4 11/09/01 Updated by Tony Wicks to reflect the introduction of Single None
Point of Contact and for the formal cross-domain comment
cycle.
3.5 10/12/01 Updated by Nigel Bailey after review by HSD December 2001 I None
3.6 11/01/02 I Incorporates comments from Stephen Potter (Post Office None
Limited) and Tony Wicks. Pathway Requirements Approval
Authority withdrawn.
40 07/02/02 Issued for formal approval. None
41 20/11/02 I Updated by Nigel Bailey after review by HSD Nov 2002, None
prior to Network Banking release and Technical Service Desk
introduction.
42 03/12/02 Incorporates comments from Tony Wicks None
43 04/12/02 Updated by N Bailey FSCS following review by Tony Wicks __I None
44 09/12/02 I Incorporates comments from Peter Burden and Philippa None
Whittington
5.0 30/01/03 I Incorporates comments from Dave Hulbert, Philippa None
Whittington and Peter Burden.
5.1 14/03/03 Updated by N Bailey for HSD and HIT being single site None
5.2 21/03/03 _I Updated by N Bailey after review by HSD None
5.3 02/04/03 _I Minor updates by Tony Wicks before formal review cycle. None
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6.0 07/05/03 Comments from formal internal review. None
6.1 19/02/04 Updates by N Bailey after review with HSD. None
6.2 23/02/04 I Updates by N Bailey following a review by HSD. Further None
updates applied by Tony Wicks prior to review cycle.
6.3 22/04/04 Section 4.1.1 revised for comments from Philippa None
Whittington. Formally issued for approval
6.4 12/11/04 I Revised by Mark Shaw and Tony Wicks after the Technical None
Support Desk was withdrawn
6.5 03/12/04 _I Amended for comments received from the review cycle. None
7.0 06/12/04 _I Formally issued for approval. None
7A 14/12/05 I Updated by N Bailey: None
Doc name Change / HSH to HSD / contact details / risk
updates / SMC DR changes / Add IMT / Ref doc updates
72 19/12/05 I Minor updates by Tony Wicks prior to circulating for formal I None
review
73 12/01/06 Incorporated comments for Tim Vause Post office Limited, None
Paul Gardner and Richard Brunskill.
8.0 30/01/06 I Formally issued for approval. None
(Version 7.3 was distributed to the mandatory reviewers by
the author prior to creating version 8.0)
0.2 Review Details
Review Comments by :
Review Comments to: I Tony Wicks
Mandatory Review Authority Name
Post Office Limited Service Continuity Manager I Adam Martin (TV*)
Director POA Customer Service Dave Baldwin
CS Head of Service Management Carl Marx
CS Senior Service Delivery Manager Richard Brunskill*
HSD Operations Manager (STE09) Paul Gardner*
SMC Operations Manager Tan Cooley
Optional Review / Issued for Information
CS Service Delivery Manager (HSD) Julie Welsh
Core Services Business Continuity Manager Nigel Bailey
( * ) = Reviewers that returned comments
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0.3. Associated Documents
Reference Vers I Date I Title Source
REF1 I CS/SIP/002 Business Continuity Framework PVCS
REF2 I CS/PLA/079 Horizon Services Business Continuity PVCS
Plan
REF3_ I CS/PLA/080 Horizon Support Services Business PVCS
Continuity Plan
REF4 I CS/PLA/O11 Business Continuity Test Plan PVCS
REFS I FRM/HSD/001 HSD BCP Notification and Escalation
Process
REF6 I CS/PRD/021 Fujitsu Services (POA) Incident PVCS
Management Process
REF7 I CS/PRD/031 Fujitsu Services (POA) CS Business. PVCS
Continuity Management
REF8 I SU/MANO18 Operations Procedures Manual Index PVCS
REF9 I PRO/HSD/001 Voice System Contingency Operating FSCS -
Procedure HSD
REF10 I PRO/HSD/003 HSD Process For Utilising FSCS -
Contingency HSD
REF11 I CON/MGM/005 Post Office Limited and Fujitsu POL
Services Business Continuity Interface
(OLA) Agreement
REF12 I PA/TEM/001 Fujitsu Services Document Template PVCS
REF13 I SMC\PRO\021 SMC Contingency FSCS -
HSD
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Abbreviation Definition
ACD Automatic Call Distribution
BCM Business Continuity Manager
BT British Telecomm
DCS Debit Card System
DR Disaster Recovery
FSCS Fujitsu Services Core Services Division
HSD Horizon Service Desk (old name of the HSD)
HSD Horizon Service Desk
IMT Incident Management Team (Part of HSD)
MBCIL Major Business Continuity Incident
MIS Management Information Service
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NBX Network Banking Service (the NBS Replacement service)
OBCS Order Book Control Service
OOH Out Of Hours
osP One Shot Password
POA Post Office Account
PM Post Master
POL Post Office Limited (previously Post Office Networks)
SDCO1 Southern Data Centre
SLT Service Level Target
SMC Systems Management Centre
SOS Systems Operate Service
SSC System Support Centre
STE09 HSD primary site in Stevenage
STE14 HSD disaster recovery site in Stevenage
UKME UK Mobile Engineering
0.5 Changes in this Version
Version I Changes
7.0 Issued for formal approval.
TA Updated by N Bailey:
Document name changed from HSH to HSD, contact details updated, risk table
updates, SMC DR changes, incorporated the IMT and document Ref section
updated.
72 General updates by Tony Wicks, including revising escalation and contact details
and an explanation of the IMT function.
73 Amended HSD Ops Manager contact details in section 12.0.
Removed SVR (Service Visit Reply) from section 4.1.1 and revised Post Office
Limited contact details in section 12.0
Replaced all references of ‘PowerHelp’ to ‘Phoenix’ in preparation for the
integration of the Phoenix/web service.
Updated section 4.2.2 IT Systems to include references to the new Phoenix
Application and Web servers
8.0 Issued for formal approval.
0.6 Changes Expected
Changes
This is an operational document, which will be amended for numerous reasons including:
1, new risks are identified;
2. improved or new contingency actions are identified;
3, there are operational changes to the HSD services or infrastructure;
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4, changes to bring this plan inline with the new contract.
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0.7
1.0
2.0
3.0
4.0
6.0
7.0
8.0
9.0
10.0
11.0 PLAN ACTIVATION.....
12.0 CONTACT LIST...
Table of Contents
INTRODUCTION.
OWNERSHIP AND OPERATION...
FUJITSU SERVICES HELPDESK SERVICES FOR THE POST OFFICE........ 9
4.1 Introduction... - .
4.1.1 Horizon Service Des! (HSD).
4.2. Common Infrastructure.
4.2.1 Voice Systems Features.
4.2.2 IT Systems.
4.2.3 Power.
TESTING STRATEGY.
5.1 Initial Testing...
5.2. Ongoing Test Strategy...
PREVENTATIVE MEASURE!
PREPAREDNESS MEASURE:
7.1 Service Management & Delivery.
7.2 Risk Analysis.
CONTINGENCY MEASURES.
8.1 Recognition.
8.2 Activation
8.3 Incident Management.
8.4 Initiation of recovery procedure:
RECOVERY OF NORMAL SERVICE.
IMPACT & RISK ASSESSMENT.
10.1 Risks Identified Against Horizon Service Desk / Incident Management Tear
10.2 Summary of Contingency Actions...
10.2.1 BT Telephone Call Delivery System, via
10.2.2 Loss of Functionality in STE09 for HSD.
10.2.3 People....
10.2.4 Manual Processes due to total loss of Phoenix.
10.2.5 Loss Of access to Tivoli...
(NBSC), to HSD.
12.1 Normal Processes...
12.2 Escalation Processes.
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1.0 Introduction
This Contingency Plan provides a summarised description of the Horizon Service Desk (HSD)
and then goes on to document the measures taken to minimise the risk of not being able to
provide this service.
The document then sets out what actions the Problem, Service or Business Continuity
Manager will need to take to instigate any recovery or contingency procedures specific to the
provision of this service.
2.0 Scope
This plan covers the following key areas.
A summary of the service to which it relates
A summary of the testing activities undertaken to validate the HSD Service solution
Measures taken to anticipate and plan for business continuity incidents
A risk and impact assessment
Agreed trigger points for plan activation
References to relevant operational recovery processes
Problem management contacts and escalation points
This plan does not provide detailed operational procedures with regard to recovery. Further
details on recovery can be referenced from the FSCS Operational Procedures Manual Index
(REF8).
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3.0 OWNERSHIP AND OPERATION
The Fujitsu Services POA Service Managers, own this plan and are responsible for its
maintenance and operational verification. The FSCS Stream Manager operates this
plan. Contact details are shown below.
Name Position Office Contact Out of hours No.
No.
Richard Brunskill Fujitsu Services POA
Senior Service Delivery
Manager
Tony Wicks Fujitsu Services POA
Business Continuity
Manager.
Martin Croucher Fujitsu Services Stream
Manager
The Fujitsu Services POA Business Continuity Manager and the Service Managers
within Fujitsu Services POA Customer Service Operations, who are responsible for
service availability, hold copies of this plan.
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4.0 FUJITSU SERVICES HELPDESK SERVICES FOR
THE POST OFFICE
4.1 Introduction
The services provided by Fujitsu Services changed during the autumn of 2002 with the
introduction of SPOC2 and Universal Banking.
A Single Point of Contact for all telephone calls from Post Masters, about Post Offices
services, including the POA solution, is fully operational. Telephone calls are now
taken via the NBSC Single Point of Contact with a voice driven menu system where
callers are directed to choose the option for the Horizon Service Desk for specific
issues,
This plan covers the following team providing technical services:
- Horizon Service Desk
HSD is operational Monday to Saturday from 08:00 to 18:30.
Notes:
An Incident Management Team also resides within the Horizon Service Desk function.
Please refer to the Systems Management section of the Horizon Support Service
Continuity Plan (REF3) for details on the reporting of Out Of Hours incidents, e.g. for
operational issues at Post Office Limited or AP client sites.
Much of the infrastructure, e.g. Phoenix, is common to the HSD, UKME and SMC
teams as an incident management system and by POA as a Problem Management
system these services are provided from a shared location at either STEO9 or SDCO1.
4.1.1 Horizon Service Desk (HSD)
All calls are taken in STEO9. The HSD service is provided out of normal HSD hours
only by the use of a voicemail service.
The HSD provides the following services:
e Support for the following callers:
e Authorised Post Office (Outlet) Staff
¢ Authorised Post Office Limited Staff
e All other authorised users as stated in the Call Enquiry Matrix
DSP/HQ/OPS/001
¢ Incident logging and all diagnosis for callers entitled to use the Horizon Service
Desk
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¢ Call resolution or routing in line with contractual measures.
© Central point for information on the working state of the overall infrastructure
(calls may be passed to the SMC depending on the information required).
© Responsibility for the overall management of the call from inception to resolution
with regard to ensuring overall call progression is in line with contractual SLT’s.
e Escalation of incidents where they are likely to breach their individual SLT or
constitute a possible or actual business risk.
e Responsibility for analysing and escalating received incidents and for providing
information on SLT conformance, incident trends and call-handling timescales.
The Incident Management Team is a team within the HSD who deal primarily with
SLA monitoring, Trend Analysis, Escalations process, Major Incidents, Customer
Complaints, Daily Hardware and network call-backs.
The IMT is broken down into two areas; those who deal solely with the daily hardware
and network call back reports and those that deal with all other aspects of the role.
HSD uses the secure POA network to gain access to the TIVOLI management system
which is in STEO9.
4.2 Common Infrastructure
4.2.1 Voice Systems Features
With the introduction of the Single Point of Contact all calls into the Horizon Service
Desk are routed via a single number operated by BT. This service has been stated to
provide 100% resilience for call delivery into the HSD, and therefore Fujitsu Services
has not provided any additional resilience in order to operate using this service. The
invocation process for changing operational call plans has been modified to reflect the
source of call delivery (being via Post Office Limited during normal operational hours
and via BT at other times).
The HSD is located at a single site in Stevenage (STE09).
The STEO9 HSD site has a target ISDN30 bearer receiving Post Office Limited calls
via BT Command Link. The STE09 bearer is supported by two ISDN30 bearers, one
of which has 15 live and 15 spare channels. Calls are automatically cascaded to the
supporting bearers when the target bearer is busy.
In the event that the HSD site in STEO9 is rendered inoperable (e.g. building
evacuation), then calls can be either re-directed to a voicemail service, or redistributed
to the HSD disaster recovery site in STE14, using BT remote divert and Command
Link. If this cannot be handled automatically by the Network ACD or BT re-routing,
then the ‘remote divert’ will be used to manually re-route calls within the BT network.
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All calls diverted to the HSD disaster recovery site are directed to a direct dial number
on the STE14 Private Automatic Branch Exchange (PABX).
Remote diverts can be activated, by approved managers, via the Post Office Limited
NBSC. This may need to be used in conjunction with the temporary transference of
reinforcement staff from the inoperable centre to a DR site.
4.2.2 IT Systems
A Phoenix database server, one Phoenix application server and one Phoenix Web
server are all located at the STEO9 HSD location. Standby Phoenix database,
application and Web servers are also located in the Southern Data Centre in SDCO1
The preferred working model is to run all three Phoenix Servers ‘local’ from the same
site in order gain optimal performance from the system. However, an additional level
of contingency has been introduced for such scenarios as hardware failures at both
sites. E.g. A failure of the STEO9 application server coupled with and a failure of the
SDCO1 web server could now potentially result in a continued service, e.g., by running
the web server from STE09 and the application server from SDCO1.
4.2.3 Power
To provide contingency against mains power failure, the HSD Phoenix Database
servers, Application servers and Web servers, and the HSD telephone communications
equipment in STEO9 and SDCO1 are protected by Un-interruptible Power Supplies. A
standby generator is in place in STEO9 and there are standby generators for the SDCO1
Data centre. In the event of power loss at either of these locations it is expected that
continuous power is provided, initially by the Un-interruptible Power Supplies and
then by the generators.
5.0 Testing Strategy
5.1 Initial Testing
The initial testing of all business continuity contingency plans is documented in the
Business Continuity Test Plan (REF4). For details of the test objectives for the
Horizon Service Desk and services and for an overview of the test, see test 10 in this
reference.
5.2 Ongoing Test Strategy
This refers to how the contingency measures in place for the Horizon Service Desk
(HSD) services will be periodically tested to ensure they are current and reflect the
service model as the services matures.
This will be provided by an ongoing series of business continuity tests at a
predetermined frequency for the duration of the Fujitsu Services POA contract. The
nature of these tests is reflected in the Business Continuity Test Plan (REF4).
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6.0 Preventative Measures
It is a fundamental philosophy of the POA solution that wherever technically possible,
all components of the service are designed in such a way as to ensure maximum
resilience to failure by way of eliminating all possible single points of failure. i.e. to
cover both performance and resilience by providing multiple platforms, performing
similar functionality.
This concept is extended to the provision of the Horizon Service Desk , thus allowing
the helpdesk service to be delivered in part, or indeed in total, from one or more
helpdesk sites (including Disaster Recovery sites) should the need arise.
7.0 Preparedness Measures
Preparedness in the Horizon context is defined as those measures taken to ensure the
technical solution and business processes supporting that solution deliver the service
that they are designed to deliver in such a way as to meet and exceed the service level.
7.1 Service Management & Delivery
From a business perspective, this process starts by establishing very exacting and
specific service level agreements with all suppliers to the Horizon Service, which are
constantly monitored and reviewed.
The provision of operational documentation for all aspects of service delivery is
mandated and allows POA to ensure that the service is being delivered in a consistent
way that satisfies not only service level requirements but also the quality model.
7.2 Risk Analysis
Section 10 contains a risk analysis of the Horizon Service Desk service provision. This
is supported by a more detailed risk analysis managed by the FSCS Horizon Service
Desk.
This identifies potential risks to the services, the assessed probability of that risk
occurring, the impact of that risk becoming a reality and the contingency activity or
plans necessary to contain such an occurrence with minimum impact to the service.
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8.0 Contingency Measures
Contingency measures are defined as the actions to be performed in the event of a
service break to enable business impact to be minimised during the service outage prior
to recovery being completed.
Contingency measures will include the recognition, activation, incident management
and initiation of recovery procedures.
8.1 Recognition
The Horizon solution includes a Systems Management capability to monitor and report
on events that occur upon the infrastructure platforms involved in the Horizon service
delivery.
Most events that could lead to a break in the HSD service will be recognised by,
operational staff detecting a loss of infrastructure (such as power, phones etc), or
through observation by one of the support groups using system monitoring equipment.
In addition major hardware components (network links and servers) are remotely
monitored and faults can be reported by the monitoring services.
8.2 Activation
Once an event has occurred that will impact the provision of the HSD, a service call
will be raised with the most appropriate support unit via a call to the internal Fujitsu
Services helpdesk service (7799), or direct to the support unit.
8.3 Incident Management
In the event of a major incident the HSD Duty Manager will take command and follow
HSD procedures (REF 10) to implement appropriate actions.
If the incident cannot be resolved by the HSD at the time of the call it will be routed to
the appropriate support unit for resolution. At the same time if the incident meets the
HSD escalation criteria, it will be escalated to the appropriate Fujitsu Services POA
CS Service Delivery Manager or Duty Manager. The POA CS Service Delivery
Manager or Duty Manager will use the POA Incident Management Process (REF6) to
decide if a problem exists.
If the criteria for Cross-Domain Business Continuity Management are satisfied the
POA Duty Manager will escalate the incident to the Fujitsu Services POA Business
Continuity Manager as a Business Continuity incident.
Note: Post Office Limited may also escalate Business Continuity incidents directly to
the POA Duty Manager.
8.4 Initiation of recovery procedures
Where this is a POA only problem, recovery would usually be instigated by the support
team charged with supporting the equipment upon which the failure has occurred, as
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soon as possible, and certainly with intent to resolve the problem within the relevant
Service Level Target.
Depending on the severity of the problem, there may be some dialogue between the
POA Duty/Problem Manager and the support function to agree on the most
appropriate course of action.
Where there is a Cross-Domain problem, the resolution would be instigated at the time
when all parties affected had agreed the course of action.
In the case of a Business Continuity incident, this would be after the Business
Continuity Team had agreed a plan of action, see section 11 Plan Activation.
9.0 Recovery of Normal Service
All aspects of the HSD service infrastructure within POA are managed operationally
by FSCS. As such, the process of recovering from an event causing an impact to the
service will by definition involve FSCS, and or other support services within Fujitsu
Services, in performing an operational activity to resume the full service.
FSCS have prepared operational procedures that are referenced from the index
(REF8). The procedures either document the recovery activities from all possible
failures in the end to end service or reference related operational documents used by
Fujitsu Services.
For simple problems, normal service could be resumed without the need to notify the
POA CS Service Delivery Manager or Duty Manager, for more involved problems the
Duty or Problem Manager would liase with the support teams, agreeing when the
recovery action should be run, and then carrying out that activity.
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10.0 Impact & Risk Assessment
The table below summarises the identified risks to the provision of the HSD services.
As a matter of normal operational practice, a call would be placed against HSD (or
other Fujitsu Services support unit) if any of the identified risks materialised.
The intention is that the list identified can act as a guide to personnel assessing and
managing any significant incident affecting the HSD.
The table within section 10.1 contains a column identified as probability with a range
of 0 to 4. These estimate the probable risk of failure. It must be emphasised that these
are not percentages and should be considered simple weighting factors.
As a guideline the following occurrence ratings have been allocated:
Rating
0 Less than one incident is predicted per year
1 One incident is predicted per year
2 Two incidents are predicted per year
3 Approximately three incidents are predicted per year
4 Ensure that appropriate contingency measures are taken e.g. duplicate
routing or the holding of spares on site.
The probability of complete failure of major elements of the service is low because:
There has been a high level of resilience and duplication built into the
infrastructure.
2, Extensive validation has been performed upon the infrastructure.
FSCS HSD Service Management and the Fujitsu Services POA project team
have developed a vast knowledge of component failure and service availability
over the life of the service.
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10.1 Risks Identified Against Horizon Service Desk / Incident Management Team
Service Element Risk
Probability
Critical
Time
Factor
Action
BT telephone Any failure by BT Immediate Total loss of HSD service (100% service requirement placed
call delivery lines into SpoC 4 . on BT via resilient systems, links
. Possible SLT Fail
system via SPoC I (at POL) ossinre alure contracted to POL not POA,
IVR system Possible Business Impact: therefore no contingency possible
POL, POA, HSD within POA)
Log test calls / investigate
Resolve via HSD incident process
Consider site relocation for some
staff to the DR site.
MBCI Go to 10.2.1
Inform: POL BCT
2. MITEL ACD For any reason. 2 Immediate Minimal Impact: For HSD:
aa system > 60 mins Major See section 4.2 UPS would
Call i: provide emergency power for up
al queuing to 4 hours, then a generator would
Probable SLT failure provide power.
Potential Business Impact on Invoke BT Command Link to
HSD and POA
switch to voicemail & put message
on IVR via NBSC
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COMMERCIAL-IN-CONFIDENCE Date: 30-Jan-2006
Resolve via HSD incident process
> 60 mins consider temp site
relocation to DR site
MBCI Go to 10.2.2
Inform: POL BCT
3. Loss of access to I Any failure 2 < 120mins Minimal impact: Resolve via incident management
ghyee Hep I Total Loss HSD - No ability to handle calls Process.
I that require ability to access a PO Request MSS & SMC to assist.
5 120mins Counter system Potential MBCI Go to 10.2.5
Probable SLT failure Inform: POL BCT
Business Impact:
I HSD, POA, POL
4, Voicemail failure I Any failure 0 > 4 hrs Call volumes very low Out Of Unknown until next day for
for OOH calls Hours, unless a major problem is normal operation
encountered, or is anticipated Resolve via incident management
Minimal Impact: process
I HSD, POL Inform: POL BCT
5. STE09 HSD non-) For any reason 1 < 30mins Minimal impact For HSD:
operational I HSD lost of > 30mins Major Impact. Invoke command link to pass calls
I 100% capacity A to voicemail.
I Call queuing
I . Consider assistance from
No calls being taken by HSD -
© calls being taken by associated SDUs, and POA Data
Probable SLT failure if over an Centres.
bo extended period
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Fujitsu Services Horizon Service Desk Ref: CS/PLA/015
Business Continuity Plan Version: 8.0
COMMERCIAL-IN-CONFIDENCE Date: 30-Jan-2006
Business Impact: Consider relocation to DR site in
STE14 for HSD and BRAO1 for
HSD, POA and POL
’ an selected IMT staff.
Resolve via HSD incident process.
MBCI Go to 10.2.2
Inform: POL BCT
“TL pi I Loss of access to 0 I <30mins~ Minimal impact iF must invoke command link _
STEO9 I most staff > 30mins Major Impact. to pass calls to voicemail.
- HSD / IMT A Consider assistance from
No calls being taken by HSD associated SDUs, and POA Data
Call queuing Centres.
Probable SLT failures Consider relocation to DR site in
Business Impact: STE14 for HSD, and BRAO! for
selected IMT staff
HSD, POA and POL : _
Resolve via HSD incident process.
MBCI Go to 10.2.3
I Inform: POL BCT
7. Primary Phoenix I Any failure 2 < 30mins No impact Invoke manual logging.
System I Unable to log new calls using Perform switch over to secondary
Le., Web, Phoenix or access existing calls Phoenix servers.
Application oF Add manually logged calls on
> 4hrs Possible call queuing whilst server secondary Database server.
is switched and running on manual I Use Enqweb archive or Phoenix
logging. archive to access existing calls
Loss of resilience whilst Resolve via HSD incident
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Fujitsu Services Horizon Service Desk Ref: CS/PLA/O15
Business Continuity Plan Version: 8.0
COMMERCIAL-IN-CONFIDENCE Date: 30-Jan-2006
restoration to normal service is management process.
being performed.
Minimal Business Impact:
I HSD
8. Secondary I Any failure 1 > 24 hrs Loss of resilience only Resolve problem via HSD incident
Phoenix server. I Loss of resilience No Impact. management process.
Le., Web,
Application or
Database server
9. Failure both I Any failure 0 Immediate Unable to log calls quickly. Implement Manual Call Logging
Phoenis Plan I Possible queuing if calls levels Resolve problem via HSD incident
servers. ary > 8 hrs high. management process.
I Possible SLT failure if over an Potential MBCI Go to 10.2.4
Web. type, extended period. Inform: POL BCT
Application or Potential Business Impact: HSD,
Database POA and POL
servers.
10. I Loss of One I Any circumstance 0 > 30 mins I Unable to resolve outlet problems I Resolve via incident management
Shot Password I All OSP Business Impact: Minimal Process
STE on in I workstations Six One Shot Password
I unavailable workstation available for
I Lost 100% contingency
I capacity Also DR One Shot Password
I workstation in STE14
LU. I PhoenixtoD1 I Anyfailure I 3. I > 4hrs I Automated process lost__I Resolve problem via HSD incident I
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Fujitsu Services Horizon Service Desk Ref: CS/PLA/015
Business Continuity Plan Version: 8.0
COMMERCIAL-IN-CONFIDENCE Date: 30-Jan-2006
OTI Link Minimal Business Impact: management process.
HSD / UKME Fax details of calls that would be
(Unless over an extended period passed hh pt ° UKME
with high call volumes) erpaes
“12. I Phoenix to Peak I Any failure 3 >30 mins Automated process lost Resolve problem via HSD incident
Link I Minimal Business Impact: management process.
. Fax details of calls that would be
HSD POA Support services
(unless over an extended period) Passed into Peak to the SSC.
13. I POA Network I Any failure to 0 > 30 mins No access to Tivoli (see Risk 3) Resolve via incident management
fnk(s) toboth I both sites (Vigan Business Impact: process.
ata-centre(s) ootle) HSD, POA, POL Alternate network routes make
, ° this unlikely.
Request MSS & SMC to assist.
Potential MBCI Go to 10.2.5
Inform: POL BCT
14. I Network links to I Any failure "Electronic access to Cable & I Resolve via incident management
Cable & Wireless helpdesk not available. process.
Wireless for Business Impact: POA Fallback to manual processes.
Phoenix
15. I Loss of I For any reason 1 Immediate I HSD unable to access Phoenix and I Network access to Phoenix is now
Corporate I other services. This will slow call I localised and does not rely on fully
Network in resolution. functioning corporate network. If
‘ F the Primary server is in SDCO1 a
STE09 Unable to fully verify caller details. switch to STEO9 can be made.
a a Lossofe-mail I
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Fujitsu Services
Horizon Service Desk
Business Continuity Plan
COMMERCIAL-IN-CONFIDENCE
Ref: CS/PLA/O15
Version: 8.0
Date: 30-Jan-2006
Loss of Log shipping causing loss
of resilience.
Possible SLT failures for HSD
Business Impact:
HSD, POA, POL
Invoke Manual call logging
process.
Resolve via problem management
process.
Consider relocation to DR sites if
DR sites are unaffected
Potential MBCI Go to 10.2.4
Inform: POL BCT
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Fujitsu Services Horizon Service Desk Ref: CS/PLA/O1S
Business Continuity Plan Version: 8.0
COMMERCIAL-IN-CONFIDENCE Date: 30-Jan-2006
10.2 Summary of Contingency Actions
10.2.1 BT Telephone Call Delivery System, via IVR (NBSC), to HSD.
There is no contingency action to be performed by HSD over and above normal operational incident
processes and the actions identified within the above risk tables. This is a BT supplied service.
10.2.2 Loss of Functionality in STE09 for HSD
If STEO9 is unavailable for use by HSD provision has been made for staff to re-locate to facilities in
STE14, another Fujitsu Services site in Stevenage. In addition a provision has been made to allow
phone contact to be re-established once staff have relocated, via a BT command switch. During any
period when no HSD is available to take calls, the calls will be directed to the voicemail service.
Once staff are operational at the alternate location the voicemail calls will be processed and the
callers will be called back. Selected staff would relocate to BRAO1 to access Tivoli based
functionality.
10.2.3 People
Human Resource Management processes are in place to manage the normal turnover of staff.
10.2.4 Manual Processes due to total loss of Phoenix
In the event that the Phoenix servers have failed at both STEO9 and SDCO1, or are inaccessible,
manual processes will be used to log calls until such time as Phoenix can be returned to service.
10.2.5 Loss Of access to Tivoli
In the event of the unavailability of Tivoli at STEO9 for an extended period of time (at least 2 hours)
then temporary relocation to BRAO! shall be considered.
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Business Continuity Plan Version: 8.0
COMMERCIAL-IN-CONFIDENCE Date: 30-Jan-2006
11.0 Plan Activation
Once the criteria for Business Continuity involvement has been satisfied, i.e. an MBCI Trigger from
the table of risks above (section10), and after a call has been placed, and appropriate details logged
with the HSD (where possible), the problem ownership is passed to the POA member of the
Business Continuity Management team.
After compiling all relevant information, and if necessary communicating this to the other members
of the BCMT listed below (section 12), a full impact assessment will be conducted to determine if
the Fujitsu Services POA Business Continuity Management Process (REF7) will be invoked. This
will be done in conjunction with Senior Managers, relevant Business Units, and Expert Domains, as
appropriate
If the Joint BCM processes are invoked, the next step will be to agree whom from the BCMT owns
the MBCI.
The BCMT will then agree a plan of action and agree upon the recovery and contingency activities
to be carried out. The planning will be done in conjunction with Senior Managers, relevant Business
Units, and Expert Domains, as appropriate.
The agreed plan will then be monitored and reviewed until such time as the MBCI impacting the
affected service has been resolved, and the MBCI closed.
Refer to REF 18 for full details of the Fujitsu Services POA Business Continuity Management
Process.
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Fujitsu Services
Horizon Service Desk
Business Continuity Plan
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Ref: CS/PLA/015
Version: 8.0
COMMERCIAL-IN-CONFIDENCE Date: 30-Jan-2006
12.0 Contact List
12.1 Normal Processes
Organisation Contacts Telephone Number
Fujitsu Services Duty Manager Pager:
POA CS Head of Service Management Office:
Mobile:
CS Senior Service Delivery Manager Office:
Mobile:
(MBCI Contacts) Business Continuity Manager Office:
Mobile:
CS Senior Service Delivery Manager Office:
Mobile:
FS Core Services Network Manager Office:
SOS Networks Mobile:
Network Management Centre Manager Office:
Mobile:
FS Core Services SOS NT and UNIX Manager Office:
SOS NT and UNIX Mobile:
Technical Support Manager Office:
Mobile:
FS Core Services SMC Desk Office:
SMC SMC Duty Manager Mobile:
MSS / SMG Business Manager Office:
Mobile:
SMC Operations Manager Office:
Mobile:
Business Stream Manager Office:
Mobile:
FS Core Services HSD HSD
HSD
HSD STE09 Duty Manager Mobile:
HSD Operations Manager Office:
Mobile:
Business Stream Manager Office:
Mobile:
Post Office Limited Buiness Continuity Manager Office:
Mobile:
Service Continuity Manager Office:
Mobile:
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Fujitsu Services Horizon Service Desk Ref: CS/PLA/O15
Business Continuity Plan Version: 8.0
COMMERCIAL-IN-CONFIDENCE Date: 30-Jan-2006
12.2 Escalation Processes
Escalation I Level 1 Level 2 Level 3 Level 4
Level
Fujitsu CS Senior Service I Problem Manager I Head of Service Customer
Services Delivery Manager I (Assigned by Management, a Service Director
POA Duty Manager)
BCM Office:
Duty Manager
FS Core Network Manager
Services I, Office:
Networks q GRO
Mobi
SOS NT NT& UNIX Manager
and UNIX Offic
I GRO. I
‘ .
SMC SMC Manager Bus Stream Mgr
Office:
HSD HSD Duty . Bus Stream Mgr
Manager As per Level I Office:
STE09 Duty
Mobile:
Post Office I Business Business Service Continuity Network
Limited Continuity Continuity Manager Support Service
Manager Manager Offices nn ne . Manager
a GRO }
GRO -
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