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Document Title: Systems Management Service: Service Description
Document Reference: SVM/SDM/SD/0006
Document Type: Service Description - Contract Controlled Document
Release: HNG-X
Abstract: Service Description for the Systems Management Service as
provided under contract to Post Office
Document Status: APPROVED
Author & Dept: Jerry Acton, Systems Management Manager
External Distribution: As Reviewer and Approver lists.
Security Risk The Security risks have been assessed and it is considered that
Assessment Confirmed there are no security risks relating specifically to this document
Approval Authorities:
Name Role Date
Andy Garner Post Office: ClO Retail
Alex Kemp Fujitsu Services: POA Service
Operations Manager
See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on who should approve.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External,
0.5 Abbreviations.
0.6 Glossary...
0.7 Changes Expected.
0.8 Accuracy...
0.9 Security Risk Assessmen
1 SERVICE SUMMARY.
2 HNG-X.. wee T
2. Service Definition....
1
2.1.1 Event & Systems Monitoring..
2.1.2 Software Distribution
2.1.3. Time Synchronisatiot
2.1.4
2.1.5
Operational Change Proposals (MSCs).
1. Service Management.
2.2 Service Availability...
2.3.1 General Principles...
2.3.2 Service Level Relief.
2.3.3. Rectification Plan..
2.3.4 Service Levels for which Liquidated Damages Apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Appl
2.3.6 Operational Level Targets.
2.3.7 Performance Metrics.
2.3.8 Design Targets.....
2.4 Service Limits and Volumetrics.
2.5 Assets and
2.5.1
2.5.2
2.6 Charges...
2.6.1 Operational Fixed Charg
2.6.2 Operational Variable Charge.
2.6.3 Additional Operational Variable Charge.
2.7 Dependencies and Interfaces with Other
2.8 Post Office Dependencies and Responsibil
2.9 Business Continui'
2.9.1 Infrastructure.
2.10 Documentation
rational Service:
ies
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
44 21/10/08 Review Change of Ownership
1.2 01/04/09 Review Change comments from Shaun White PO.
1.3 24/08/09 Changes applied comments from Shaun White POL.
& Karen Harrod RMGA
2.0 26/08/09 Approval
24 21/01/13 Removed Horizon transitional state section.
2.2 21/01/13 Revised formatting, references, personnel
23 21/01/13 Updated doc references
24 17/07/13 Change of ownership CCN1342a
Updated details of key operational reviewers
Updated with Collect & Return CCN refs
This version will include Systems Management Service
support for Collect & Return Service type
25 06/09/2013 Responses to internal review comments
3.0 17-Oct-2013 I Change to POL approver; Approval version.
3.1 12-Mar-2014 I Removed scope of SAP and CREDENCE as a result of I CCN1400
CCN 1400
4.0 16-Apr-2014 I Approval version cCN1400
44 25-Sep-2015 I Scope changes as a result of approved CCN1423, CCN1423
Changes to roles and names in POL, Atos and Fujitsu
management
4.2 26-Oct-2015 I Amended 2.8 to reflect contract wording CCN1423
5.0 12-Nov-2015 I Approval version CCN1423
51 30-Mar-2017 I Removed reference to POLSAP Applications Support CCN1609d, CCN1602a,
Service, Credence / MDM, and Salesforce from section I CCN1601
1.8.
Excluded Branch Telecom Infrastructure from the CCN1614a
event and system monitoring scope in Branches where
services are provided by Next Supplier in section 2.1
Change of Fujitsu ownership to Jerry Acton
Change of POL Approver.
5.2 18-Jul-2017 Amended Andy Garner's role title. Added POLSAP Following POL review of
Hosting Service Description SVM/SDM/SD/2191 previous version.
reference at sections 0.4 and 1.8. Reinstated Bill
Membery to reviewer list, removed in error.
6.0 20-Jul-2017 I Approval version
0.3 Review Details
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See HNG-X Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You
may include additional reviewers if necessary, but you should generally not exclude any of the mandatory
reviewers shown in the matrix for the document type you are authoring.
Review Comments by :
Review Comments to
Jerry.A.Actort ~1& POADocumentManagemen!
GRO
Mandatory Review
Role Name
Post Office Ltd
Operations Support : Service Delivery Atos Gary Blackburn; Anna Schofield
Commercial Mark Nash; Dionne Harvey
Fujitsu Post Office Account
Senior Commercial Manager Carol Dunford; Post Office Account Commercial
Mailbox
Service Architect Phil Boardman
ssc Steve Parker; sscdnj
Operational Change/Release Management Alan Flack
Role Name
Fujitsu Post Office Account
Business Continuity Manager Almizan Khan
SMC Operations Manager (FCIL) Rajaram Kuppuramaseshan
Operational Security Jason Muir
cIso Stephen Godfrey
Lead SDM Problem and Incident Manager Steve Bansal
Security Architect Dave Haywood; Avishay Benzioni
Application Development Manager Graham Allen
‘System Management Architect John Bradley
POA MIS Lead Alex Kemp
Quality and Compliance Manager Bill Membery
Risk Management Yannis Symvoulidis
Network Operations Manager Roger Stearn; Chris Harrison
Infrastructure Operations Manager ‘Andrew Hemingway
Document Manager Matthew Lenton
Management Information Service Mark L Jones
Post Office Ltd See Mandatory list
Issued for Information — Please restrict this distribution
list to a minimum
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Role Name
(* ) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 POA HNG-X Generic Document Dimensions
(DO NOT REMOVE) Template
SVM/SDM/SD/0003 Data Centre Operations Service: Dimensions
Service Description
SVM/SDM/PLA/0001 HNG-X Support Service Business Dimensions
Continuity Plan — Joint Working
Document
SVM/SDM/PRO/0018 POA Operations Incident Dimensions
Management Procedure
SVM/SDM/SD/0007 Service Management Service: Dimensions
Service Description
SVM/SDM/SD/0011 Branch Network Service: Service Dimensions
Description
SVM/SDM/SD/2191 POLSAP Hosting Service: Service Dimensions
Description
SVM/SDM/PRO/0001 POA Major Incident Process Dimensions
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definition
BAS Business and Application Services — a division of Fujitsu Services
BCM Business Continuity Manager
ccD Contract Controlled Document
CCN Commercial Change Control Note
CMT Communication Management Team
cT Commercial Terms
C&R Collect and Returns Support Service- a POL Service Type
EUS End User Services - a division of Fujitsu Services
HNG Horizon Next Generation (Horizon Online)
ITIL Information Technology Infrastructure Library
HNS Hosting, Network and Security - a division of Fujitsu Services
MIS Management Information Services
MSC Managed Service Change
MSS Managed Systems Support
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OBC Operational Business Change
ocp Operational Change Proposal
PIN Personnel Identification Number
POA Post Office Account (Fujitsu)
POL Post Office Limited
SLT Service Level Target
smc Systems Management Centre
SMG Systems Management Group
SSC Software Support Centre
0.6 Glossary
Term Definition
0.7 Changes Expected
Whenever a new service type is added to the HNG-X contract such as Collect & Return Service.
0.8 Accuracy
“Not applicable”.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Service Summary
1.1 The Systems Management Service comprises:
e An event management service;
e Asystems monitoring service; and
¢ 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).
1.7 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.
1.8 For the avoidance of doubt this HNG-X Operational Service excludes any activity related to the
POLSAP Hosting Service. Such activity is included in the scope of the “POLSAP Hosting
Service Service Description” (SVM/SDM/SD/2191).
2 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 the HNG-X
Central Infrastructure, and Branch Infrastructure except in those Branches where Replacement
Services to the VSAT BB communications method is provided by the Next Supplier of the
Branch Network Service. 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.
2.1.1.2 All new platforms within the HNG-X Central Infrastructure will have the appropriate level of
performance monitoring Software installed and this will be available to the Systems
Management Service to enable systems monitoring to take place.
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2.1.1.3 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 by SMC staff and
access is controlled by Safenet IKEY, which is fully audited by the CS Security Team.
2.1.1.4 The Systems Management Service includes the above Event & Systems Monitoring for active
POL Service Types (for example Collect & Returns Support Service).
2.1.2 Software Distribution
2.1.2.1. 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).
2.1.2.2 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.
2.1.2.3 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.
2.1.1.5 The Systems Management Service includes the above Software Distribution for active POL
Service types (for example Collect & Returns Support Service).
2.1.3. Time Synchronisation
2.1.1.6 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. The Systems Management Service includes the above Time Synchronisation for active
POL Service types (for example Collect & Returns Support Service).
2.1.4 Operational Change Proposals (MSCs)
2.1.4.1 The Systems Management Service will create and/or impact Operational Change Proposals
(MSCs) 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
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” (SVM/SDM/PRO/0018).
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2.1.5.2
2.1.5.3
2.1.5.4
Major Incidents will be managed in accordance with the Working Document entitled: “POA
Major Incident Process” (SVM/SDM/PRO/0001).
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).
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).
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) I 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.
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.
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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; and
(c) Central Network Service.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 There are no liquidated damages for SLTs 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:
(d) Data Centre Operations Service;
(e) Branch Network Service;
(f) Central Network Service; and
(g) I 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 is no specific performance metrics associated with the Systems Management Service.
2.3.8 Design Targets
There is no specific design targets associated with the Systems Management Service.
2.4 Service Limits and Volumetrics
There is no service limits or volumetric 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:
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(a) Branch or Data Centre address and contact information;
(b) Branch or Data Centre implementation status details;
(c) system configuration details;
(d) I Data Centre equipment type and serial numbers;
(e) — Software versions; and
(f) Application versions.
2.5.1.3 The systems management asset register shall also be available for enquiries by the SMC
necessary in responding to queries from Users. It shall be updated 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:
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2.7.1.1
2.7.1.2
2.7.1.3
2.7.1.4
2.7.1.5
2.7.1.6
2.7.1.7
2.7.1.8
2.7.1.9
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
Third Line Support Service or the Data Centre Operations Service might have to take over this
role.
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.
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.
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.
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.
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.
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.
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.
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.
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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 A5 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.
Through Fujitsu's pro-active systems management monitoring Incidents raised for Branch
Hardware requiring repair or replacement will be passed to the Next Supplier to onward
manage. It is Post Office’s responsibility for ensuring that such Incidents are accepted and
resolved by the Next Supplier.
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/0001).
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.
2.9.1.2 Failover Timescale
Fujitsu Services will ensure the Systems Management Service access to the Incident
management system at the DR site is 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: “HNG-X Operational Test
Plan — Joint Working Document” (SVM/SDM/TP/0001).
2.10 Documentation Set Supporting the Service
The document set listed in section 0.4 of this Systems Management Service, Service
Description supports the delivery of the Systems Management Service. Should any elements
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2006-2017 (COMMERCIAL IN CONFIDENCE) Version: 6.0
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FUJ00003247
FUJ00003247
(ee)
FUJITSU Systems Management Service: Service Description
FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
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.
Copyright Fujitsu Services Limited FUJITSU RESTRICTED Ref: SVM/SDM/SD/0006
2006-2017 (COMMERCIAL IN CONFIDENCE) Version: 6.0
UNCONTROLLED IF PRINTED OR LOCALLY _ Date: 20-Jul-2017
STORED PageNo: 140f14