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FUJITSU
FUJITSU SERVICES
Systems Management Service: Service
Description
Commercial in Confidence
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Ref: ©SVM/SDM/SD/0006
Version: 1.0
Date: 31/08/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Systems Management Service: Service Description
Service Description — Contract Controlled Document
HNG-X and HNG-X Application Roll Out Transitional Period
Service Description for the Systems Management Service as
provided under contract to Post Office
APPROVED
Richard Brunskill: Fujitsu Services
(See PA/PRO/O10 for Approval roles)
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Richard Brunskill Fujitsu Services: Senior Service
Delivery Manager
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ystems Management Service: Service
FUJITSU Description
FUJITSU SERVICES
Commercial in Confidence
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Ref: ©SVM/SDM/SD/0006
Version: 1.0
Date: 31/08/06
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
0.2 Review Details
Review Comments by [Date]
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: SI James Stinchcombe
Fujitsu Services: CS Pete Thompson
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: Head of Service Delivery Carl Marx
Fujitsu Services: SMC lan Cooley
( * ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
SVM/SDM/SD/0003 Data Centre Operations Service: Service PVCS
Description
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SVM/SDM/TP/0001 HNG-X Operational Test Plan — Joint PVCS
Working Document
SVM/SDM/PLA/0001 HNG-X Support Service Business PVCS
Continuity Plan — Joint Working
Document
CS/PRD/074 POA Incident Management Process PVCS
SVM/SDM/SD/0007 Service Management Service: Service PVCS
Description
SVM/SDM/SD/0011 Branch Network Service: Service PVCS
Description
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
0.5 Changes in this Version
Version
Changes
0.6 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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)} Description Version: 1.0
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0.7 Table of Contents
1.0 SERVICE SUMMARY...
1 SERVICE DEFINITION..
2.1.1 Event & Systems Monitoring.
2.1.2 Software Distribution...
2.1.3. Time Synchronisation.
214
2.15
Operational Change Proposals (OCPs).
. Service Management...
2.2 SERVICE AVAILABILITY...
SERVICE LEVELS AND REME
General Principles.
Service Level Relie!
Rectification Plan...
Service Levels for which Liquidated Damages Apply
Service Levels for which Liquidated Damages Do Not Apply.
Operational Level Target
Performance Metrics.
Design Target:
SERVICE LIMITS AND VOLUMETRICS
ASSETS AND LICENCES
2.5.1 Assets.
2.5.2 Licences.
2.6 CHARGES
2.6.1 Operational Fixed Charge.
2.6.2 Operational Variable Charg:
2.6.3. Additional Operational Variable Charge...
2.7 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVIC
2.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES.
2.9 BUSINESS CONTINUITY
2.9.1 Infrastructure.
2.10 DOCUMENTATION SET SUPPORTING THE SERVIC
HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD...
2.11 SERVICE DEFINITION
2.12 SERVICE AVAILABILITY.
2.13. SERVICE LEVELS AND REMEDIES.
2.14 SERVICE LIMITS AND VOLUMETRICS
2.15 ASSETS AND LICENCES...
2.16 CHARGES..
2.17 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVIC
2.18 Post OFFICE DEPENDENCIES AND RESPONSIBILITIES.........
2.19 BUSINESS CONTINUITY...
2.20 DOCUMENTATION SET SUPPORTING THE SERVICE.
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ystems Management Service: Service
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1.0 Service Summary
1.1 The Systems Management Service comprises:
(a) an event management service;
(b) a systems monitoring service; and
(c) a Software distribution service.
1.2 Each element described in section 1.1 is deployed to the Branch Infrastructure and
HNG-X Central Infrastructure according to a central service delivery capability
within the Systems Management Service.
1.3 Operational staff will be appropriately trained to carry out the Systems Management
Service.
1.4 The Systems Management Service is based on remote unattended resolution.
Monitoring, under the Systems Management Service will, seek to minimise
interruptions to the normal business operation of the Branch Infrastructure.
1.5 The System Management Service shall carry out system management of the Business
Capabilities and Support Facilities. The activities within each Business Capability and
Support Facility shall be co-ordinated such that, for example, changes and faults can
be tracked across Business Capability and Support Facility boundaries.
1.6 Changes to the Business Capabilities and Support Facilities shall be made on the
request of the Release Management Service in accordance with Annex A of the CCD
entitled: “Service Management Service, Service Description” (SVM/SDM/SD/0007).
17 The Systems Management Service activities within the Data Centre shall be co-
ordinated such that, changes and faults can be tracked across the respective Business
Capabilities and Support Facilities.
2.0 HNG-X
2.1 Service Definition
2.1.1 Event & Systems Monitoring
2.1.1.1 The Systems Management Service will provide event and systems monitoring of both
the Branch Infrastructure and HNG-X Central Infrastructure. Events are the
indications of conditions that have operational significance to either the Branch
Infrastructure or the HNG-X Central Infrastructure. They include Software,
Hardware or security conditions that may require investigation and also include
occurrences of particular, repeated events, for example, a low battery in PIN Pads.
Investigations will involve either other relevant Operational Services or a defined
recovery procedure.
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2.1.1.2 All new platforms within the HNG-X Central Infrastructure will have the appropriate
2.1.1.3
2.1.2
2.1.2.1
2.1.2.2
2.1.2.3
2.1.3
level of performance monitoring Software installed and this will be available to the
Systems Management Service to enable systems monitoring to take place.
Fujitsu Services will ensure that all access to the HNG-X Central Infrastructure will
be by approved scripts that have predetermined functionality. Access is role based
and will be able to be fully audited
Software Distribution
The Systems Management Service will distribute Software to the Branch
Infrastructure and Central Infrastructure in accordance with direction from the
Release Management Service detailed within Annex A of the Contract Controlled
Document (CCD) entitled: “Service Management Service, Service Description”
(SVM/SDM/SD/0007).
Where an update to the Branch Infrastructure Software is required, new or updated
Software may need to be deployed and remotely installed across the HNG-X
Telecommunications Infrastructure to a specific Branch, all Branches, or a group of
Branches. The distribution process separates the transfer of Software from its
subsequent installation, thus enabling the installation process to take effect from a
particular date or time. Updated Software can be reversed out.
The Systems Management Service will maintain Software repository management
through the update of a Software inventory database which identifies which Software
versions are stored on the components of the Branch Infrastructure and the HNG-X
Central Infrastructure.
Time Synchronisation
The Systems Management Service provides a time synchronisation service to all of the Branch
Infrastructure and the Central Infrastructure. All platforms have access to an accurate time
source and this access is configured to ensure a consistent date and time across all Branches
This caters for the handling of clock changes at the beginning and end of British Summer
Time.
2.1.4 Operational Change Proposals (OCPs)
2.1.4.1. The Systems Management 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).
2.1.5 Service Management
2.1.5.1 Incident Reduction
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The Systems Management Service will provide event and systems monitoring of the HNG-X
Service Infrastructure with status and system event notifications being received from
Branches. To ensure that Branch and Counter Availability is kept to a maximum and within
the Branch and Counter Availability Service Level Targets (SLT) detailed in the CCD entitled:
“Branch Network Service, Service Description” (SVM/SDM/SD/0011). where a system or
network condition has been identified, the Systems Management Service will raise an
appropriate Incident via the Service Desk or directly via the Incident management systems at
the required severity to enable the issue to be resolved in accordance with the document
entitled: “POA Incident Management Process” (CS/PRD/074).
2.1.1.2. Continuous Service Improvement
Post Office and Fujitsu Services will, as part of ITIL service management best practice work
together to identify opportunities for elimination of duplicated effort and rationalisation of
processes with the aim of delivering improved efficiency and / or cost savings as referred to in
section 1.4 of the CCD entitled "Service Management Service, Service Description"
(SVM/SDM/SD/0007).
2.1.1.3. Service Reporting
The Systems Management Service will 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/SD0007).
2.1.1.4 Capacity Management
Fujitsu Services will ensure that the system is capacity managed. To support this action, the
Systems Management Service shall be responsible for:
(a) providing immediate alerting on performance issues that could jeopardise the live
service;
(b) providing lower priority alerting for performance issues, which while not jeopardising
the live service, indicate a problem that needs to be investigated;
(c) conduct medium and long term trending to allow potential problems to be forecast in
advance;
(d) liaising closely with the Capacity Management Service, as documented within the CCD
entitled: “Service Management Service, Service Description” (SVM/SDM/SD/0007)
Annex B, regarding the actual Data Centre performance with current traffic volumes;
(e) reviewing, with the Capacity Management Service, the forecasted traffic volumes to
assess the future capacity requirements of the Data Centre Operations Service; and
(f) ensuring adequate controls are in place to ensure that there is sufficient capacity to run
the Service.
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2.2 Service Availability
The service is not directly available to Post Office. It is a service internal to Fujitsu Services
and is available 24/7, 365 days per year.
2.3 Service Levels and Remedies
2.3.1. General Principles
This section is not applicable to the Systems Management Service.
2.3.2 Service Level Relief
This section is not applicable to the Systems Management Service.
2.3.3 Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
2.3.4.1 There are no SLTs for which liquidated damages apply associated directly with the
Systems Management Service.
2.3.4.2 Certain Operational Services, listed below, may be directly impacted by the successful
provision of Systems Management Service should support be required. Responsibility
for the calculation and reporting of any SLTs attached to these Operational Services
is described within the relevant Service Descriptions:
(a) Data Centre Operations Service;
(b) Branch Network Service;
(c) Central Network Service; and
(d) Engineering Service.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 There are no SLTs for which liquidated damages do not apply associated directly
with the Systems Management Service.
2.3.5.2 Certain Operational Services, listed below, may be directly impacted by the successful
provision of Systems Management Service should support be required. Responsibility
for the calculation and reporting of any SLTs attached to these Operational Services
is described within the relevant Service Descriptions:
(a) Data Centre Operations Service;
(b) Branch Network Service;
(c) Central Network Service; and
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(d) Service Desk Service.
2.3.6 Operational Level Targets
There are no specific Operational Level Targets associated with the Systems Management
Service.
2.3.7 Performance Metrics
There are no specific performance metrics associated with the Systems Management Service.
2.3.8 Design Targets
There are no specific design targets associated with the Systems Management Service.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics associated with the Systems Management Service.
2.5 Assets and Licences
2.5.1 Assets
2.5.1.1. The Systems Management Service shall provide asset management by the operation
of the systems management asset register in respect of the Systems Management
Service which will contain details of the assets required for the provision of this
service.
2.5.1.2 The systems management asset register shall also contain the Software inventory
database giving operational information that shall support the management and
control of both implementation activities where appropriate and Operational Services.
Including:
(a) Branch or Data Centre address and contact information;
(b) I Branch or Data Centre implementation status details;
(c) system configuration details;
(d) Data Centre equipment type and serial numbers;
(ce) Software versions; and
(f) Application versions.
2.5.1.3 The systems management asset register shall also be available for enquiries by the
Service Desk as necessary in responding to queries from Users. It shall be updated
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promptly when new or updated Software is distributed and installed and when new
hardware within the Data Centres is brought on-line.
2.5.1.4 The systems management asset register will not necessarily be a single physical entity,
but may consist of a logical collection of information from separate systems within
any of the Operational Services.
2.5.2 Licences
The Systems Management Service will ensure that all third party software licences from time
to time required by Fujitsu Services to provide the Systems Management 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 Systems Management 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.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
The Systems Management Service Operational Variable Charge is calculated against the
number of Counter Positions within the Branch Infrastructure as set out within Schedule D1
of the Agreement.
2.6.3 Additional Operational Variable Charge
There are no additional operational variable charges applicable to the Systems Management
Service.
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 Systems Management 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:
2.7.1.1. The Operational Business Change (Branch Change) Service
The Systems Management Service will support any Branch changes delivered by the OBC
(Branch Change) Service. If the scope of the Systems Management Service changed, the
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Third Line Support Service or the Data Centre Operations Service might have to take over
this role.
2.7.1.2. The Data Centre Operations Service
The Systems Management Service monitors the Branch Infrastructure and HNG-X Central
Infrastructure systems and communicates with the Service Desk the status and nature of faults
identified. If the scope of the Systems Management Service changed, the Data Centre Service
might have to take over this role.
2.7.1.3. The Branch Network Service
The Systems Management Service requests initial system checks from the Data Centre
Operations Service or the Third Line Support Service, following receipt of calls from
Branches. If the scope of the Systems Management Service changed, the Branch Network
Service might have to take over this role.
2.7.1.4 The Central Network Service
The Systems Management Service requests initial system checks from the Data Centre
Operations Service or the Third Line Support Service, following receipt of calls from
Branches. If the scope of the Systems Management Service changed, the Central Network
Service might have to take over this role.
2.7.1.5 The Reference Data Service
The Systems Management Service will support any Reference Data changes delivered by the
Reference Data Service. If the scope of the Systems Management Service changed, the Third
Line Support Service or the Data Centre Operations Service might have to take over this role.
2.7.1.6 The Third Line Support Service
The Third Line Support Service may be required to take on some of the monitoring functions
completed by the Systems Management Service and would receive a higher proportion of
issues for resolution should the Systems Management Service become unavailable.
2.7.1.7 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 Systems Management
Service changed, the Third Line Support Service may have to take over this role.
2.7.1.8 The Service Management Service
If the scope of the Systems Management Service changed, the Service Management Service
(Release Management Service) may be required to distribute Software to the Branch
Infrastructure and HNG-X Central Infrastructure.
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2.7.1.9 The Security Management Service
The Systems Management Service will support the Security Management Service in ensuring
the appropriate levels of security are met in respect of systems access. If the scope of the
Systems Management Service changed, the Third Line Support Service or the Data Centre
Operations Service might have to take over this role.
2.7.1.10 The CMT Service
The CMT Service requests initial system checks from the Systems Management Service,
following receipt of calls from Branches. If the scope of the Systems Management Service
changed, the Third Line Support Service might have to take over this role.
2.8 Post Office Dependencies and Responsibilities
In addition to the generic responsibilities which shall apply as set out in Schedule AS of the
Agreement, Post Office shall keep each base unit in each Branch switched on at all times
unless:
a) specifically requested to do otherwise by Fujitsu Services; or
b) Post Office makes a request to Fujitsu Services to switch off a base unit in a Branch which
is approved by Fujitsu Services.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the
Systems Management Service 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 Systems
Management Service business continuity plan is defined in the Working Document entitled:
“HNG-X Support Service Business Continuity Plan — Joint Working Document”
(SVM/SDM/PLA/001).
2.9.1 Infrastructure
2.9.1.1 Voice Systems Features
2.9.1.1.1 All calls received by the Systems Management Service are via the standard
telecommunications systems and therefore Fujitsu Services has not provided any
additional resilience in order to operate using this service.
2.9.1.1.2 In the event that the Systems Management Service location is rendered inoperable
(e.g. building evacuation), then calls are re-directed to the Fujitsu Services Systems
Management Service DR site.
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2.9.1.2 Failover Timescale
Fujitsu Services will ensure the Systems Management Service access to the Incident
management system at the DR site are available to the Systems Management Service within
two (2) hours of the initial failure.
2.9.1.3. Testing
Fujitsu Services will carry out a minimum of one (1) walkthrough and one (1) operational test
per year covering the Incident management system subject to agreeing the actual dates for
such tests with Post Office, such agreement not to be unreasonably withheld. Such tests shall
be carried out in accordance with the Working Document entitled: “HHNG-X Operational Test
Plan — Joint Working Document” (SVM/SDM/TP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Systems Management Service, Service
Description supports the delivery of the Systems Management Service. Should any elements of
the Systems Management Service be changed following agreement with Post Office, Fujitsu
Services will ensure these documents are also reviewed and amended where necessary in line
with changes agreed.
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2.11 Service Definition
See section 2.1 of this Systems Management Service, Service Description.
2.12 Service Availability
See section 2.2 of this Systems Management Service, Service Description.
2.13 Service Levels and Remedies
See section 2.3 of this Systems Management Service, Service Description.
2.14 Service Limits and Volumetrics
See section 2.4 of this Systems Management Service, Service Description.
2.15 Assets and Licences
See section 2.5 of this Systems Management Service, Service Description.
2.16 Charges
See section 2.6 of this Systems Management Service, Service Description.
2.17 Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Systems Management Service, Service Description.
2.18 Post Office Dependencies and Responsibilities
See section 2.8 of this Systems Management Service, Service Description.
2.19 Business Continuity
See section 2.9 of this Systems Management Service, Service Description.
2.20 Documentation Set Supporting the Service
See section 2.10 of this Systems Management Service, Service Description.
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