FUJ00002009
FUJ00002009
FUJITSU Communications Management Team: SVM/SDM/SD/0019
Service Description 1.0
FUJITSU SERVICES
Commercial in Confidence
09/06/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Communications Management Team: Service Description
Service Description — Contract Controlled Document
Horizon $90 through HNG-X
Service Description for the CMT as provided under contract
to Post Office by Fujitsu Services
APPROVED
Carl Marx: Fujitsu Services.
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
(See PA/PRO/O10 for Approval roles)
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Carl Marx Fujitsu Services: Head of
Service Delivery
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FUJITSU Communications Management Team: Ref: ~SVM/SDM/SD/0019
J Service Description Version: 1.0
FUJITSU SERVICES an
Commercial in Confidence Date: 09/06/06
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
0.1 07/06/06 First version for review
1.0 09/06/06 Approved version
0.2 Review Details
Review Comments by [Date]
Review Comments to Originator & Document Management
Mandatory Review
Post Office: Operations Support I Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: CS Liz Melrose
Fujitsu Services HSD Paul Gardiner
Optional Review
Issued for Information ~
Please restrict this
distribution list to a
minimum
Post Office: Head of Systems I Dave Hulbert
Operations
Fujitsu Services: Head of Service I Carl Marx
Delivery
(* ) = Reviewers that returned comments.
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co Communications Management Team: SVM/SDM/SD/0019
FUJITSU Service Description 1.0
FUATSU SERVICES Commercial in Confidence 09/06/06
0.3 Associated Documents
Reference Vers I Date Title Source
ion
SVM/SDM/SD/0001 Horizon Service Desk Service: Service PVCS
Description
SVM/SDM/SD/0003 Data Centre Operations Service: Service PVCS
Description
SVM/SDM/PRO/0010 HSD Joint Working Document PVCS
CS/PRD/074 POA Incident Management Process PVCS
Details
SVM/SDM/SD/0007 Service Management Service: Service PVCS
Description
SVM/SDM/PLA/0001 HNG-X Support Service Business PVCS
Continuity Plan — Joint Working
Document
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation Definition
ADSL Asynchronous Digital Subscriber Line
CMT Communications Management Team
BT British Telecom
CccD Contract Controlled Document
DR Disaster Recovery
HNG-X Horizon Next Generation
sD Service Desk
OLT Operational Level Target
POL SCT Post Office Ltd Service Continuity Team
Post Office Post Office Ltd
PSTN Pulsed Switched Telephone Network
SLT Service Level Target
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co Communications Management Team: SVM/SDM/SD/0019
FUJITSU Service Description 1.0
FUATSU SERVICES Commercial in Confidence 09/06/06
0.5 Changes in this Version
Version Changes
0.1 Non this is the first version
0.6 Changes Expected
Changes
Following review
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Communications Management Team: Ref: ~SVM/SDM/SD/0019
FUJITSU Service Description Version: 1.0
FUUITSU SERVICES. Commercial in Confidence Date: 09/06/06
0.7 Table of Contents
1.0 SERVICE SUMMARY...
2.0 CMT.
2.1 SERVICE DEFINITION
1 Incident Management
2 Service Management.
SERVICE AVAILABILITY...
SERVICE LEVELS AND REMEDIE
General Principles.
Rectification Plat
Service Levels for which Liquidated Damages Appl
Service Levels for which Liquidated Damages Do Not Apply.
Operational Level Target
Performance Metrics.
Design Targets...
2. 4 SERVICE LIMITS AND VOLUMETRICS
2.5 ASSETS AND LICENCES
2.5.1 Assets.
2.5.2 Licence:
2.6 CHARGES
2.6.1 Operational Fixed Charges.
2.6.2 Operational Variable Charges.
2.6.3. Additional Operational Variable Charges.
2.7 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVICES
2.7.1. CMT Outputs.
2.7.2. CMT Inputs.
2.8 Post OFFICE LTD DEPENDENCIES AND RESPONSIBILITIE!
2.9 BUSINESS CONTINUITY
2.9.1 Summary..
2.10 DOCUMENTATION SET SUPPORTING THE SERVICE
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FUJITSU Communications Management Team: SVM/SDM/SD/0019
Service Description 1.0
FUJITSU SERVICES
09/06/06
Commercial in Confidence
1.0 Service Summary
44 Fujitsu Services will provide a Communications Management Team (CMT), co located
within the Service Desk (SD) which delivers a value add function above and beyond the
standard incident and problem management service provided by Fujitsu Services.
1.2 The SD provides a first level support, including end to end Incident management to
Branches and other designated groups, as defined in the Working Document entitled: “SD
Joint Working Document” (SVM/SDM/PRO/0010), through the provision of a Service
Desk and incident management function.
1.3. The CMT service complements the SD. It is an additional service provided that
comprises activities above and beyond those accounted for by the SD and the incident and
problem management processes already in place.
2.0 CMT
2.1 Service Definition
2.1.1 Incident Management
2.1.1.1. The CMT is a purely pro-active function and is responsible for providing an end-to-end
management to resolution of all network related incidents which render the service
unavailable within the Branch. The CMT consistently monitors the communications
status of the Branch estate and attempts to resolve issues prior to the Branch becoming
aware there is a problem.
2.1.1.2. The CMT provides an enhanced level of value add activity to maximise the speed at
which network related incidents are resolved and the service restored to the Branch.
As part of this approach, both Post Office and the Branch are informed at regular
intervals as to the status of the incident. The approach includes but is not limited to:
« Liaising with internal Fujitsu Services delivery units in resolving network related
incidents arising within the Fujitsu Services Central Infrastructure
« Liaising with external Fujitsu Services network suppliers in resolving network
related incidents arising within the Fujitsu Services Branch Infrastructure
« The monitoring and management of designated problem Branches by providing
regular support and guidance during network related incidents
« The monitoring of repeat incidents occurring at Branches and elevating persistent
incidents to problem status and if necessary, elevating the Branch to problem
Branch status
* Providing regular contact (outgoing calls with Branches) as to the status of the
incident resolution where incidents remain open and where either the SLT or the
Postmaster’s agreed time for resolution is likely to be compromised
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« Giving assistance to Branches in resolving incidents where this can be provided
remotely for “non standard” faults, i.e. environmental issues and other non-
technology related factors that impair or affect the service
« Liaison with Branches re changing “Access Times” and communicating these
changes to the telecommunications providers to ensure support engineer
attendance at an agreed convenient time for the Branch.
« The pro-active investigation and managing to resolution those network issues
identified via the Non Polling process whereby Branches are reported as having
not delivered transaction data to Post Office or its clients. Non polling may be due
to a number of reasons, not specifically related to a communications issue, e.g. a
counter switched off or a hardware fault currently being resolved. Fujitsu Services
is bound by the Data Delivery Service Level Targets, as described in the document
entitled “Data Centre Operations Service, Service Description”
(SVM/SDM/SD/0003), which underpins the delivery of these transactions.
However, if there is a specific issue within the Branch, a call will be raised via the
HSD by the CMT and will be investigated and managed as per the usual incident
management process described within the document entitled: “POA Incident
Management Process Details” (CS/PRD/074). Through the pro active resolution
of non polling incidents, the CMT will ensure that issues are logged prior to the
Branch becoming aware of any fault and in cases where this is not feasible, will
work with the Branch to resolve the incident, for example by ascertaining the
operational status of all counters within the Branch, even if there is no evidence of
a specific communications issue. For the avoidance of doubt, the obligation set out
in this bullet do not in any way absolve Fujitsu Services in its responsibilities to
ensure data delivery by Day J, until the migration of Branches to the HNG-X
application which would be achieved by alternative processes.
« The management of communications issues with BT in respect of PSTN faults. A
significant part if the activity carried out by the CMT is the regular liaison with BT
in respect of communications faults within the ADSL service. In assessing the
incident to facilitate a resolution, the team does not draw a distinction as to
whether the failure is within the PSTN line, which is owned by Post Office or the
ADSL service provided by Fujitsu Services. The priority is assessment and
resolution of the incident. Subject to Post Office delivering to it’s obligations as
defined within section 2.8. of this Communications Management Team Service
Description to ensure there is clarification of any potential conflict between BT
working procedures and OFCOM definition of responsibilities, Fujitsu Services
will ensure that, incidents within the PSTN domain, e.g. filters, problems with the
PSTN line etc, will be managed by Fujitsu Services thereby reducing the resource
required within the appropriate Post Office team and avoiding the risk of delay in
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assessment and resolution of the incident, which would result in the Branch being
unable to trade for an extended period of time.
2.1.2 Service Management
2.1.2.1 Pro-Active Incident Reduction
To ensure the Branch and Counter Position availability is kept to a maximum and within the
Branch and Counter Availability Service Level Targets (SLT), which have been agreed at a
level commensurate with the provision of the CMT, as detailed in the CCD entitled: “Branch
Network Service, Service Description” (SVM/SDM/SD/0011), the CMT will work closely
with the Systems Management Service. Where an event or a system or network incident 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 SD at the required severity /
priority level to enable the issue to be resolved in accordance with the document entitled:
“POA Customer Service Incident Management Process Details” (CS/PRD/074).
2.1.2.2 Continuous Service Improvement
The CMT will work closely with the Fujitsu Services Service Management Team and Post
Office on an on going basis to identify and implement, where agreed with Post Office, service
or cost improvement initiatives with the service.
2.1.2.3 Service Reporting
The CMT will input into the content of the daily incident report provided by Fujitsu Services
to Post Office which identifies all Branches with open incidents and the status to resolution of
those incidents. This daily report enables Fujitsu Services and Post Office to track and monitor
the progress of incidents and escalate any specific problems to minimise the amount of time
the Branch can not trade.
The CMT will, as required, provide input into 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).
2.2 Service Availability
The CMT Service is available from 08:00hrs to 18:30hrs Monday to Saturday excluding
Christmas Day.
2.3. Service Levels and Remedies
2.3.1 General Principles
There are no specific Service Level Targets (SLT) associated with the CMT. However, the
CMT will ensure that its activities are commensurate with ensuring the conformance to the
Branch and Counter availability SLT as defined within the CCD entitled: “Branch Network
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Service Description” (SVM/SDM/SD/0011) and data delivery SLT as defined within the CCD
entitled: “Data Centre Operations Service, Service Description” (SVM/SDM/SD/0003).
2.3.2. Rectification Plan
This section is not applicable to the CMT
2.3.3. Service Levels for which Liquidated Damages Apply
There are no specific SLT associated with the CMT for which liquidated damages apply.
2.3.4 Service Levels for which Liquidated Damages Do Not Apply
There are no specific SLT associated with the CMT for which liquidated damages do not
apply.
2.3.5 Operational Level Targets
There are no OLT associated with the CMT.
2.3.6 Performance Metrics
There are no Performance Metrics associated with the CMT.
2.3.7 Design Targets
There are no design targets associated with the CMT.
2.4 Service Limits and Volumetrics
2.4.1. The CMT has been scoped and priced to handle approximately 1500 network related
incidents per month raised via the SD either internally by Fujitsu Services or by the
Branches in accordance with sections 2.1 and 2.2 of this Communications Management
Team Service Description,
2.4.2. Post Office and Fujitsu Services will review at regular intervals both the number of
network related incidents received and the quality of the delivered service. Where there
is a specific trend either up or down in the number of network related incidents
received, Post Office and Fujitsu Services will agree an amendment to the scope of the
CMT, such agreement not to be unreasonably withheld. Any changes to the scope of
the service will be agreed via the Change Control Procedure.
2.4.3. Should Post Office wish to terminate the CMT Service, Post Office shall provide
Fujitsu Services with 4 (four) weeks notice and shall raise a Change Request via the
Change Control Procedure.
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2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the CMT.
2.5.2 Licences
There are no licences associated with the CMT
2.6 Charges
2.6.1 Operational Fixed Charges
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charges
There are no operational variable charges associated with the CMT.
2.6.3 Additional Operational Variable Charges
There are no additional operational variable charges associated with the CMT.
2.7 Dependencies and Interfaces with Other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of
the CMT and/or any of the other Operational Services will be agreed via the Change Control
Procedure.
2.7.1 CMT Outputs
If Post Office and Fujitsu Services agree to change the scope or availability of the CMT, the
following Operational Services would be impacted in some way as illustrated in the following
examples:
2.7.11 The Systems Management Service
The Systems Management Service will need to receive Incidents for investigation from an
alternative source to the CMT.
2.7.1.2. The 3™ Line Support Service
The 3" Line Support Service will need to receive Incidents for investigation from an
alternative source to the CMT.
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2.7.1.3 The Branch Network Service
The Branch Network Service will need to provide service reporting and a minimum level of
incident management for network related incidents.
2.7.2 CMT Inputs
If Post Office and Fujitsu Services agree to change the scope or availability of any of other
Operational Service the CMT would need to receive updates as to the resolution of Incidents
from each of the Operational Services via the SD Incident management toolset in the same
way as is currently provided.
2.7.2.1 Engineering Service
The Engineering Service will provide input to the CMT on training issues that may improve
the first time fix rate delivered by the SD.
2.7.2.2 The SD
Network Incidents normally raised via the SD would need to be routed to the CMT via an
alternative Service Desk.
2.8 Post Office Ltd Dependencies and Responsibilities
In addition to the generic Post Office responsibilities set out in Schedule 16 of the Agreement,
Post Office will be responsible for:
e Ensuring the provision of an “Agent Status” agreement between Post Office, Fujitsu
Services; or,
e Ensuring an escalation route is provided should Fujitsu Services encounter any issues
in resolving incidents requiring the co-operation of BT where an “Agent Status” has
not been agreed with Post Office.
2.9 Business Continuity
2.9.1 Summary
This section defines the measures taken to minimise the risk of not being able to provide the
CMT and sets out what Fujitsu Services is required to provide in terms of business Continuity
specific to the provision of this service. Details of the CMT business continuity plan is defined
in the Working Document entitled: “HNG-X Support Service Business Continuity Plan —
Joint Working Document” (SVM/SDM/PLA/0001).
2.10 Documentation Set Supporting the Service
The document set listed in Table 1 below supports the delivery of the CMT Service. Should
any elements of the Service be changed following agreement with Post Office, Fujitsu Services
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will ensure these documents are also reviewed and amended where necessary in line with
changes agreed.
Table 1
Document Ref Document Title
SVM/SDM/PRO/0010. HSD Joint Working Document
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