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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Service Management: Service Description
Service Description — Contract Controlled Document
HNG-X / HNG-X and HNG-X Application Roll Out
Transitional Period
Service Description for the Service Management Service as
provided under contract to Post Office
APPROVED
Richard Brunskill: 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
Richard Brunskill Fujitsu Services: Senior Service
Delivery Manager
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0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 24/08/06 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 Liz Evans-Jones
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
( * ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
CS/PER/046 Counter Transaction Time Performance - PVCS
measurement and results
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SVM/SDM/PRO/0003 End to End Customer Complaints Procedure I PVCS
— Joint Working Document
CS/PRD/058 Fujitsu Services (Pathway) Ltd / Post Office I PVCS
Interface Agreement for Operational
Business Change — Product
VI/POL/001 General Testing Policy PVCS
CS/IFS/008 Interface Agreement for the Problem PVCS
Management Interface
PA/STR/003 Pathway Release Policy PVCS
CON/MGM/005 Post Office and Fujitsu Services Business PVCS
Continuity Interface Agreement
SVM/SDM/SD/0017 Security Management Service: Service PVCS
Description
VI/STR/001 Testing and Integration Strategy PVCS
VI/STR/004 Testing Approach for the Horizon System PVCS
SVM/SDM/PRO/018 Operational Change Control Joint Working I PVCS
Document
CS/PRD/074 POA Incident Management Process PVCS
SVM/SDM/SD/0003 Data Centre Operations Service: Service PVCS
Description
SVM/SDM/PRO/0001 Major Incident Process PVCS
PA/PER/033 Horizon Capacity Management and PVCS
Business Volumes
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
Fujitsu Services Branch
Issues Manager
time to time
The Fujitsu Services employee designated in writing by Fujitsu Services as
the individual holding this position for the purposes of the Agreement from
Fujitsu Services Head of I The Fujitsu Services employee designated in writing by Fujitsu Services as
the individual holding this position for the purposes of the Agreement from
Service Management
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time to time
Fujitsu Services Service
Introduction Manager
The Fujitsu Services employee designated in writing by Fujitsu Services as
the individual holding this position for the purposes of the Agreement from
time to time
HCI
Human Computer Interface
MBCI
Major Business Continuity Incident
Post Office Head of
Systems Operations
The Post Office employee designated in writing by Post Office as the
individual holding this position for the purposes of the Agreement from time
to time
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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0.7 Table of Contents
1.0
2.0
2.1 SERVICE DEFINITION
2.1.1 Service Management Functions.
2.1.2 Problem Management
2.1.3. Branch Issues Managemen
2.1.4 Complaints Procedure.
2.1.5 Service Improvement
2.1
.6 Operational Change Proposal
2.2 SERVICE AVAILABILITY...
2.3 SERVICE LEVELS AND REMEDIES.
24 SERVICE LIMITS AND VOLUMETRICS
2.5 ASSETS AND LICENCE:
2.5.1 Assets...
2.5.2 Licences.
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 SERV.
2.8 POsT OFFICE DEPENDENCIES AND RESPONSIBILITIES
2.9 BUSINESS CONTINUITY
2.10 DOCUMENTATION SET SUPPORTING THE SERVIC
VWNYNNYKKKNKKHNNNNKKKKKKHN N
3.0 I HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD..........c0sse0008 2
3.1 SERVICE DEFINITION 2
3.2. SERVICE AVAILABILITY... 2
3.3. SERVICE LEVELS AND REMEDIE 2
3.4 SE RVICE LIMITS AND VOLUMETRIC: 2
3.5 z 2
3.6 2
3.7 WITH OTHER OPERATIONAL SERVIC 2
3.8 I Post OFFICE DEPENDENCIES AND RESPONSIBILITIES........... 2
3.9 BUSINESS CONTINUITY. 2
3.10 DOCUMENTATION SET SUPPORTING THE 2
4.0 ANNEX A: RELEASE MANAGEMENT SERVICE 2
41 2
4.1 2
4.2. HNG-X APPLICATION ROLI Our — TRAN 2
4.2.1 Service Definition. 2
5.0 ANNEX B: CAPACITY MANAGEMENT SERVICE 2
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5.1 HNG-X..
5.1.1 Service Definition..............
5.1.2 Post Office Dependencies and Responsibilitie:
5.2. HNG-X APPLICATION ROLL OUT — TRANSITIONAL PERIOD..
5,
5,
1 Service Definition. sees
2 Post Office Dependencies and Responsibilities.
NNNWNN
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1.0 Service Summary
4.4
1.2
1.3
1.4
1.5
1.6
2.0
2.1
2.1.1
2.4.1.1.
The Service Management Service consists of the following elements
(a) _ the Service Management Service — this service element is described in sections
2 and 3 of this document;
(b) — the Release Management Service — this service element is described in Annex A
of this document; and
(c) the Capacity Management Service — this service element is described in Annex
B of this document.
The Service Management Service will monitor, manage and maintain the delivery of
the Operational Services. This Service Management Service, Service Description
details the specific components of key service management activities. The significance
of the detailed activities may vary over the life of the Agreement but shall include:
(a) management of problems and complaints; and
(b) I measurement and management of customer satisfaction.
Specific Operational Service, service management functions are also described where
applicable in the associated Operational Service, Service Descriptions.
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 where this is achievable. Any such changes shall be agreed in
accordance with the Change Control Procedure or as otherwise as agreed between
the Parties in writing.
The Service Management Service is not subject to any Service Level Targets (SLTs)
but is ultimately responsible for the delivery, management and performance of the
HNG-X Services other than the BCSF Services.
The Service Management Service will provide configuration management as set out
in section 2.1.7
HNG-X
Service Definition
Service Management Functions
Fujitsu Services and Post Office shall utilise the governance framework where
necessary as defined in Schedule A2 to manage the delivery of the HNG-X Services
other than the BCSF Services.
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2.1.1.2. Fujitsu Services shall have responsibility for all aspects of delivery of the HNG-X
Services other than the BCSF Services.
2.1.1.3. The Service Management Service shall be responsible for:
(a) _ the provision of monthly service reports;
(b) the management of the HNG-X Services other than the BCSF Services in their
achievement of all SLTs, Operational Level Targets (OLTs), performance
metrics and design targets;
(c) the management of service improvement plans (as may be required in
accordance with this Agreement) in collaboration with the Post Office;
(d) _ the liaison with Post Office in respect of the overall performance of services;
(e) all aspects of Data Centre operations as defined in the CCD entitled: “Data
Centre Operations Service, Service Description” (SVM/SDM/SD/0003)
including availability management, network management, systems management
and technical interfaces with Post Office Clients and other domains; and
(f) the maintenance and management of Business Continuity Plans.
2.1.1.4. Fujitsu Services shall plan and manage the implementation of all Releases in
conjunction with the Release Management Service as described in Annex A of this
Service Management Service, Service Description.
2.1.1.5. The Service Management Service is responsible for the management of the Release
Management service component of this Service Management Service as described in
Annex A of this Service Management Service, Service Description and shall be
specifically responsible for:
(a) planning and managing the implementation phase of all Releases as defined in
the CCD entitled: “Pathway Release Policy” (PA/STR/003); and
(b) keeping the Post Office informed of the content and progress all Releases.
2.1.2 Problem Management
2.1.2.1. The Service Management Service will provide a single point of contact for any
operational or service related issues. Post Office shall contact the Service Desk and
the Service Desk shall contact the appropriate person.
2.1.2.2. The Service Management Service will have overall responsibility for the integrity of
the process, liaison with Post Office and management of individual service managers
who manage individual problems to resolution. This will be provided in conformance
to the Working Document entitled “Jnterface Agreement for the Problem
Management Interface” (CS/IFS/008).
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2.1.3 Branch Issues Management
Fujitsu Services will provide a Fujitsu Services Branch Issues Manager to:
(a) where considered necessary by Fujitsu Services, following consultation with Post Office
and following Post Office completing all reasonable checks, arrange for the
investigation of equipment and electrical supply and health and safety issues;
(b) investigate and manage the resolution of exceptional volumes of Incidents experienced
by individual Branches;
(c) investigate and gather information on problems across Branches;
(d) to provide additional on-site support, where requested to do so by the Operational
Business Change Service, for complex Operational Business Changes (relating to that
Branch) to marshal resources and reduce risk;
(e) monitor Branches that have recently experienced multiple Incidents and problems with
other Operational Services for a period agreed between Fujitsu Services and the Post
Office on a case by case basis; and
(f) provide details to Post Office of any issues outside of Fujitsu Services control to enable
Post Office to manage resolution of the Incidents.
2.1.4 Complaints Procedure
Fujitsu Services will manage a complaints procedure as described in the Working Document
entitled: in “End to End Customer Complaints Procedure — Joint Working Document”
(SVM/SDM/PRO/0003).
2.1.5 Service Improvement
2.1.5.1. Within ten (10) Working Days of the end of each calendar month Fujitsu Services
will report on progress against the service improvement plans created within the
Service Review Book.
2.1.5.2. Fujitsu Services will provide and maintain an appropriate service improvement plan
for approval by Post Office (such approval not to be unreasonably withheld or
delayed). Post Office will provide clear guidance, as an input to this plan, actions it
would reasonably expect Fujitsu Services to complete to attain a target scorecard
score or the implementation of reasonable and necessary service improvements or
cost saving initiatives, such actions, service improvements and cost saving initiatives
to be within the scope of the specific HNG-X Services or the HNG-X Service
Infrastructure.
2.1.5.3. Post Office and Fujitsu Services will share their respective service management skills
to support a change from Incident management to service management.
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2.1.6 Operational Change Proposals
2.1.6.1 The Service Management Service is responsible for the Operational Change Proposal
(OCP) process to ensure urgent operational changes to the HNG-X Service
Infrastructure are implemented in a timely, accurate, controlled and secure manner
without any adverse effect on the availability of the HNG-X Services and HNG-X
Service Infrastructure, unless otherwise agreed between the Parties.
2.1.6.2. The Service Management Service will ensure that:
(a) no changes will be carried out without an approved OCP unless the change is
to resolve an Incident adversely affecting the HNG-X Services;
(b) changes relating to Incidents where the change has been implemented to
resolve the Incident without an approved OCP should be documented with a
retrospective OCP;
(c) changes will not be carried out that affect the ability of a Branch to serve
Customers during Post Office Critical Periods;
(d) changes will not be carried out that affect the ability of a Branch to serve
Customers during Post Office Core Day except by prior agreement with Post
Office; and
(c) _ the change originator is responsible for ensuring that the change is completed in
accordance with ITIL service management best practice. Appropriate levels of
implementation, communication, regression and test planning must be
completed.
2.1.6.3. The OCP process shall be carried out in the following manner:
(a) OCPs may be raised by any of the Operational Services or by Fujitsu Services
on behalf of Fujitsu Services' suppliers;
(b) the OCP originator must clearly document:
e the reason for the change;
e the HNG-X Services or HNG-X Service Infrastructure platform requiring
the implementation of the change;
e the timescale in which the approval and change should take place; and
e any known effect of the change on the provision of the HNG-X Services or
HNG-X Service Infrastructure;
(c) OCPs will be entered into a central Service Management Service database and
then distributed to the appropriate Operational Services, Fujitsu Services'
suppliers and Post Office and where it has an impact or potential impact, to
provide comments and authorisation for the implementation of the change;
(d) if any of the authorising parties challenge or disagree with the content of the
OCP and therefore request withdrawal or deferral of the planned change, this
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will be managed by the Service Management Service and the OCP will be re-
issued following amendment or the proposed change cancelled;
(ec) where an OCP has been issued retrospectively, as described in section 2.1.6.2
(b), the OCP is distributed to the appropriate Operational Services, Fujitsu
Services’ suppliers and, if necessary, Post Office, for advice and audit purposes
only. In such circumstances, no OCP approval is required;
(f) following the successful implementation of a change, the Service Management
Service will ensure the appropriate Operational Service arranges for the
documentation relating to procedure, process or design, to be updated to
reflect the change.
2.1.7 Configuration Management
2.1.7.1 The Service Management Service is responsible for the administration,
management and control of all configuration management activities, within the HNG-X
Service Infrastructure and the BCSF Service.
2.1.7.2 The Service Management Service shall be responsible for maintenance and
management of configuration management reports produced by Operational
Services and such reports shall be available to Post Office upon request.
2.2. Service Availability
All elements of the Service Management Service are available Monday-Friday 09:00hrs -
17:30hrs excluding Bank Holidays, with the following exceptions:
2.2.1. release introduction activities such as Data Centre migration or Software distribution
will be carried out in accordance with relevant project plans; and
2.2.2. duty management is available 24 hours a day, every day of the year.
2.3. Service Levels and Remedies
There are no specific SLTs and remedies for Post Office associated with the Service
Management Service. SLT and remedies associated with the Operational Services are
described where applicable in the associated Operational Service, Service Descriptions.
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics associated with the Service Management Service.
2.5 Assets and Licences
2.5.1 Assets
There are no assets associated with the Service Management Service.
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2.5.2 Licences
There are no licences associated with the Service Management Service.
2.6 Charges
2.6.1 Operational Fixed Charges
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charges
Additional charges relating to the Service Management Service are calculated against the
number of Branches and the number of Service Management Services operated at a price per
Branch and Service as defined in Schedule D1 of the Agreement.
2.6.3 Additional Operational Variable Charges
There are no additional operational variable charges for this Service Management Service,
Service Description.
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 Service Management Service and/or any of the other Operational Services will be agreed
in accordance with the Change Control Procedure. As at the Amendment Date, this Service
Management Service interfaces with all of the Operational Services.
2.8 Post Office Dependencies and Responsibilities
In addition to those Post Office responsibilities set out in Schedule AS of the Agreement to
enable to Fujitsu to deliver the Service Management Service, Post Office will:
(a) manage and liaise with Branches as necessary to enable resolution of problems in
accordance with section 2.1.3 (f) of this Service Management Service, Service
Description;
(b) complete all reasonable checks in accordance with section 2.1.3 (a) of this Service
Management Service, Service Description;
(c) not unreasonably withhold or delay the OCP approval process referred to in section
2.1.6.3 of this Service Management Service, Service Description, where a change is
required to be implemented within a specific timescale; and
(d) comply with the obligation in section 2.1.5.2 of this Service Management Service,
Service Description.
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2.9 Business Continuity
2.9.1. Fujitsu Services is responsible for maintaining business continuity arrangements for
the Service Management Service and sharing this information with Post Office as
requested.
2.9.2. Fujitsu Services and Post Office Business Continuity Managers, will agree a plan of
action in accordance with the Major Business Continuity Incident Management
Process (MBCI) as defined in the described in the Working Document entitled:
“Major Incident Process”, (SVM/SDM/PRO/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Service Management Service, Service
Description supports the delivery of the Service Management Service. Should any elements of
the Service 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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3.1 Service Definition
See section 2.1 of this Service Management Service, Service Description.
3.2. Service Availability
See section 2.2 of this Service Management Service, Service Description.
3.3. Service Levels and Remedies
See section 2.3 of this Service Management Service, Service Description.
3.4 Service Limits and Volumetrics
See section 2.4 of this Service Management Service, Service Description.
3.5 Assets and Licences
See section 2.5 of this Service Management Service, Service Description.
3.6 Charges
See section 2.6 of this Service Management Service, Service Description.
3.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Service Management Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Service Management Service, Service Description.
3.9 Business Continuity
See section 2.9 of this Service Management Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Service Management Service, Service Description
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4.0 Annex A: Release Management Service
4.1 HNG-X
4.1.1 Service Definition
The Release Management Service comprises the following elements:
4.1.1.1 Release Introduction
Introduction of each new Release will be carried out in accordance with the CCD
entitled “Pathway Release Policy” (PA/STR/003).
4.1.1.2, Release Contents
4.1.1.2.1. The contents of a Release will be described in a Release Contents Description.
Either Post Office or Fujitsu Services shall request changes to a Release via the
Change Control Procedure. Once these changes have been agreed in accordance with
the Change Control Procedure, Fujitsu Services will update the contents of the
Release in the Release Contents Description.
4.1.1.3 Release Distribution Timing
4.1.1.3.1. There shall be only two circumstances when Post Office may determine the timing of
the distribution of new Releases:
(a) when a new Post Office Client is connected to the HNG-X Central
Infrastructure for the first time; or
(b) where a major new service is being introduced in line with Post Office's
contractual or statutory obligations.
4.1.1.3.2.In all other circumstances the control and the distribution of Releases shall be at the
discretion of Fujitsu Services.
4.1.1.4 Release Testing
4.1.1.4.1.Fujitsu Services shall provide evidence that each Release has been tested so that it is
shown to meet the Operational Service requirements, SLTs and design targets.
4.1.1.4.2.Such testing shall be carried out in accordance with the CCD entitled “General
Testing Policy” (VI/POL/001).
4.1.1.5 Preparation for Release
4.1.1.5.1.Fujitsu Services shall provide evidence of sufficient and satisfactory preparation for
the implementation of a Release.
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4.1.1.5.2.In respect of each Release Fujitsu Services shall provide a release plan, for agreement
by Post Office (such agreement not to be unreasonably withheld or delayed) prior to
the Release, documenting how the Parties intend the Release be deployed in Branches
and assessing the risk to and impact on the HNG-X Services.
4.1.1.6 Release Approval
The following shall be approved by Post Office before any Release, this approval not being
unreasonably withheld or delayed:
(a) _ the contents of any Release;
(b) _ the upgrade path for any Release;
(c) _ the timing of the distribution of any Release; and
(d) _ the timing of the activation of any Release.
4.1.1.7 No Disruption to Users and the Working Environment
Releases of Software and/or Reference Data will be distributed across the HNG-X
Telecommunications Infrastructure and therefore will require minimal User involvement and
Fujitsu Services shall ensure there is no significant disruption to Users or to the Branch
working environment.
4.1.1.8 No Corruption to Post Office Data
The data within Software and/or Reference Data is protected at source. Following distribution
of the Release, Fujitsu Services will preserve the integrity of such data in accordance with
Clause 33.1.
4.1.1.9 Record of Releases
A record of the Release of Software and Reference Data which is in use at each Branch will be
maintained under configuration control within an asset database which is maintained by Fujitsu
Services.
4,1.1.10 Availability in Branches
Fujitsu Services shall be permitted to suspend availability of the HNG-X Services, the Branch
Telecom Infrastructure and/or the HNG-X Central Infrastructure outside the Post Office Core
Day, at such times and for such periods of time as agreed in advance with Post Office (such
agreement not to be unreasonably withheld or delayed) in connection with implementation in
Branches of each Release, to the extent the Branch is affected by such Release.
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4.2). HNG-X Application Roll Out — Transitional Period
4.2.1 Service Definition
4.2.1.1 See section 4.1.1 of this Annex A to this Service Management Service, Service
Description, except for section 4.1.1.10 which shall be replaced by section 4.2.1.2
below.
4.2.1.2 Fujitsu Services shall be permitted to suspend availability of the Horizon Applications
and/or the Infrastructure Services outside the Post Office Core Day, at such times
and for such periods of time as agreed in advance with Post Office (such agreement
not to be unreasonably withheld or delayed) in connection with implementation in
Branches of each Release, to the extent the Branch is affected by such Release.
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FUJITSU Service Management Service: Service Ref: ~=SVM/SDM/SD/0007
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 24/08/06
5.0 Annex B: Capacity Management Service
5.1
5.1.1
HNG-X
Service Definition
Fujitsu Services shall:
5.1.1.1.
5.1.1.2.
5.1.1.3.
5.1.1.4.
5.1.1.5.
5.1.1.6.
5.1.2
provide the Capacity Management Service to manage capacity and the business
workload volumes within the limits supported by the Branch Infrastructure and HNG-
X Central Infrastructure;
monitor the actual volumes as against the volumes specified in CCD entitled:
“Horizon Capacity Management and Business Volumes” (PA/PER/033) and shall
report such numbers and resulting trends in a monthly capacity report and distributed
to Post Office;
review volume forecasts and may in the light of such reports, recommend changes
that may be required. Post Office and Fujitsu Services shall agree volumes, trends
and/or peak thresholds which, if they occur or are exceeded in live operation, shall be
reported by Fujitsu Services;
produce and maintain a capacity model of the system. The assumptions, inputs,
calculations and outputs of the model shall be shared with Post Office;
add components to the capacity model at any time as required to provide, as far as is
reasonably practicable, a quantified understanding of system performance
characteristics as they relate to technical parameters; and
in consultation with Post Office, seek to optimise the capacity of the Branch
Infrastructure or the HNG-X Central Infrastructure so as to minimise the need for
any future cost increase.
Post Office Dependencies and Responsibilities
Post Office shall co-operate with Fujitsu Services in the assessment of future transaction types
and transaction volumes.
5.2
5.2.1
HNG-X Application Roll Out — Transitional Period
Service Definition
See section 5.1.1 of this Annex B to this Service Management Service, Service Description.
5.2.2
Post Office Dependencies and Responsibilities
See section 5.1.2 of this Annex B to this Service Management Service, Service Description.
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