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Document Title: ICL Pathway Customer Service Policy Manual
Document Type: Quality Management System
Release: Non-specific
Abstract: This document forms part of the ICL Pathway Customer
Service Quality Management System. It provides policy
guidelines to support the definition of the CS business
processes.
Document Status: Approved
Author & Dept: Bob Davis - ICL Pathway CS Business Effectiveness Team
Contributors:
Reviewed By:
Comments By:
Comments To:
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0 Document Comtrot
O.L Document History
O41 15.1,01 First draft
1.0 26.1.01 For approval.
0.2 Approval Authoritiey
Stephen Muchow
0.3 Asyocriated Docwmenty
CS/QMS/ooz I latest ICL Pathway Customer Service I ICL Pathway
Process Manual
0.4 Abbreviations/Definitiony
ATP Authorised Temporary Procedure
BCMT Business Continuity Management Team
BET ICL Pathway Business Effectiveness Team
cs ICL Pathway Customer Service
HSRF Horizon Service Review Forum
HSH Horizon System Helpdesk
MBCI Major Business Continuity Incident
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NBSC Networked Business Support Centre
PIR Post Implementation Review
PON Post Office Networks
TP Temporary Procedure
0.5 Changes iw this Veriow
First draft.
Minor revisions in sections 3.4, 4.1.1, 6.2, 7.4, 8.8, 9.2, 9.3, 9.4, 10.2.2,
12.0, 14.0, Sections 4.1.2 and 4.1.3 deleted.
0.6 Chongey Expected
ea
ition of a process modelling convention.
b) Additional information on software release management.
c) Additional information on operational business change.
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0.7 Table of Contenty
1. INTRODUCTION 6
2 SCOPE 6
3 CS PROCESS ENGINEERING METHODOLOGY 6
3.1 CS policy guidelines 7
3.2 CS business process definitions 7
3.3 CS operations manuals 8
3.4 CS operational procedures 8
4 CONSTRUCTION OF PROCESS MODELS AND THEIR STORAGE 9
41 Process models included in document CS/QMS/002 and CS Process Definitions in the series
CS/PRD/XXX 9
41d Production of process models 9
5 RETENTION OF PROCESS RECORDS 9
6 GENERAL TOPICS THAT RELATE TO MORE THAN ONE SERVICE
MANAGEMENT DISCIPLINE 10
6.1 Operational Interface Agreements and Operational Level Agreements 10
6.2 Escalation 10
7 OPERATE AND MONITOR THE LIVE ENVIRONMENT 1
7A Operate ICL Pathway central systems (including in-built software routines and automated
processes) WW
7.2. Monitor ICL Pathway central systems rT
7.3 Record changes to ICL Pathway centra 12
14 Manage software distribution 12
8 INCIDENT MANAGEMENT 13
8.1 Hours of operation (call answering) 14
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8.2 Incident logging and prevention of callers being “bounced” from desk to desk 14
8.3 Linking incidents passed between desks 14
8.4 Incident resolution 15
8.5 Development of Temporary Procedures 15
8.6 Incident closure 15
8.7 __ Provision of information for service and performance reporting 16
8.8 Communicating problems and major business continuity incidents 16
8.9 Onward routing of business incidents 16
8.10 Onward routing of unresolved complaints 16
9 PROBLEM MANAGEMENT 17
9.1 Hours of operation (progressing problem resolution) 17
9.2 Logging problems 17
9.3 Allocation of a Problem Manager 18
94 Problem resolution 18
95 Problem closure 18
9.6 Post Implementation Review (PIR) 18
10 BUSINESS CONTINUITY MANAGEMENT 19
10.1 Hours of operation (application of business continuity plans) 19
10.2 Business continuity planning 19
10.2.1 Logging and routing of major business continuity incidents 20
10.2.2. Managing MBCIs 20
10.2.3 MBCI closure 20
10.2.4 Post implementation review (PIR) 20
10.2.5 Raising problems 21
11 SERVICE AND PERFORMANCE REPORTING 21
12 SERVICE REVIEW 22
13. CHANGE MANAGEMENT 23
14 SOFTWARE RELEASE MANAGEMENT 23
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1 Introduction
This document forms part of the ICL Pathway CS Quality Management System.
It provides policy guidelines to support the definition of the CS business
processes.
The CS business is considered to be divided into a number of key process areas,
see CS Process Manual [ref. 1] for detail. The information contained within this
document defines the policy guidelines that relate to the operation of the CS
business processes and the CS external interfaces.
2 Scope
The scope of this document mirrors that defined in the CS Process Manual, see
{ref. 1] for detail.
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3 CS Process Engineering Methodology
ICL Pathway / PON
Contract
ICL Pathway
Customer Service
Policy Manual
Framework
for CS
organis-
ational
ICL Pathway evolution
Customer Service
Process Manual
Crossteferred
Framework
Detailed CS for CS
procedure
business process
definitions
development
CS Operations
Manual
(Overview)
CS Operations
Manual
(Support)
CS Operations
Manual
(Infrastructure)
CS Operations
Manual
(Operations)
Cross-re ferred
CS Operational
procedures
The CS process engineering methodology distinguishes between policy
guidelines, business process definitions and operational procedures.
3.1 CS policy guidelines
Policy
definitions in a CS Policy Manual.
a) CS will record and maintain the policy guidelines that are required to
support the development and maintenance of CS business process
b) The CS Policy Manual will be recorded on PVCS.
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3.2 CS businesy procesy definitiony
CS business process definitions have the following characteristics:
a) they are owned and authorised by nominated members of the CS
Management Team;
b) they show the inputs to and the outputs from the CS business;
c) they show how the process inputs, e.g. incidents, problems, complaints, etc.
flow through the CS business and describe the major activities performed;
d) they provide a maintained framework to support the evolution and
optimisation of the CS organisational structure, roles, responsibilities and
business effectiveness.
e) they provide a maintained framework for the development of operational
procedures.
f) they define the current (as is) situation or a planned future position.
Policy
a) CS will develop and maintain a CS Process Manual. The CS Process Manual
will contain high-level definitions of the key CS business processes. The CS
Process Manual will be recorded on PVCS.
b) Where there is a business case for holding additional process information,
CS will develop and maintain additional cross-referred lower-level business
process definitions. These will also be recorded on PVCS.
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3.3 CS operations manualy
Policy
a) Each of the following CS organisations will develop and maintain an
Operations Manual: CS Infrastructure, CS Operations and CS Support
b) The CS operations manuals will include information on roles and
responsibilities.
c) CS operations manuals will be recorded on PVCS.
3.4 CS operational procedurey
CS operational procedures have the following characteristics:
a) they relate to a particular CS organisational unit;
b) they are owned and authorised by the CS line manager responsible for a
particular CS operational unit;
c) they describe how activities are currently carried out within a particular CS
operational unit;
d) they include exception handling and escalation procedures.
In the context of this document operational procedures also includes CS work
instructions.
Policy
a) CS line managers will develop, implement and maintain operational
procedures and / or work instructions for all business activities that are
carried out within the business area they are responsible for.
b) CS operational procedures and / or work instructions will be recorded on
PVCS. Alternatively, they may be recorded on a CS Intranet site. However,
if this option is chosen, CS line managers must put in place local procedures
to ensure that:
— current versions of operational procedures and / or work instructions are
published on the CS Intranet site;
— their staff know how to access current versions of operational procedures
and / or work instructions;
— security is in place to safeguard the procedural information published on
the CS Intranet site;
~ a capability exists to quickly access (within 1 hour) the procedural
information from an alternative source, if the electronic data on the
Intranet site is lost.
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4 Construction of process modely and ther storage
4.1 Process modely included nw document CS/QMS/002
and CS Procesy Definitions in the serity CS/PRD/XXX
4.1.1 Production of procesy modely
Policy
The preferred process modelling tool is Inspiration. By exception, other tools
may be used. However, use of other modelling tools requires prior
authorisation from the CS Business Effectiveness Manager.
S Retention of process recordy
Policy
Selected records of the data that pass through CS processes will be retained for
a defined period. The retention periods is defined as “end of contract plus six
years”.
The following records will conform to the above.
Pathway CS and ISD Incident Management records
PowerHelp records
Live Incident Management PinICL records
BIMS records
Pathway CS Problem Management records
Live Problem Management PinICL records
Pathway CS Software Release Management records
Software release notes
Pathway CS Operation al Business Change records
OBC forms
ISD Change Control records
OCP forms
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6
6.1
6.2
General topics that relate to more than one
Operational Interface Agreements and Operational
Level Agreementy
Policy
a) ICL Pathway CS will work with relevant PON authorities to develop and
implement Interface Agreements (IFAs) and / or Operational Level
Agreements (OLAs) for each service management interface that exists
between ICL Pathway CS and PON.
b) The IFAs and OLAs will specify the actions that are taken when errors
occur, including a clear definition of when and how incidents are raised.
c) IFAs and OLAs will be produced and published by either ICL Pathway CS or
PON. Both organisations will authorise their use in the live environment.
d) Authorisation of an IFA or OLA will signify an obligation to ensure that
local operational procedures conform to the content of the IFA or OLA.
Policy
a) Exceptional situations that occur in any of the CS service management
disciplines (incident management, problem management, service review,
etc.), which have a significant effect on the ICL Pathway or PON business,
will be escalated within the relevant ICL Pathway CS management
structures.
b) Further escalation to ICL Pathway Divisional alert will be at the discretion
of the CS Management Team.
c) Escalation will normally occur:
— when there is a time delay which causes consequential business impact,
or
— when it has not been possible to reach agreement on the definition or
management of an issue.
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TL
Operate ICL Pathway central systems (nceluding in—
built software routines and automated processes)
Operation of the ICL Pathway central systems has two components:
a) the automated elements that are controlled by in-built software routines;
b) manual activities that are subcontracted to ISD.
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Policy
a) Changes to software that is involved in the operation of the ICL Pathway
central systems will be managed via the ICL Pathway Change Control
Process which is owned by the ICL Pathway Programme Office. CS
Operations and / or Support Services will impact any proposed software
changes.
b) Significant changes to manual procedures, e.g. those that affect the running
of an interface, will be managed by the Operational Change Process which
is owned by ISD. CS Operations Services will approve any proposed
changes.
c) ISD will develop and maintain operational procedures for all manual
activities that are associated with the operation of the ICL Pathway central
systems.
d) CS will have the opportunity, subject to giving prior warning, to audit the
ISD operational procedures.
e) CS Operations Services will review the ISD provided service at agreed
intervals.
7.2 Monitor ICL Pathway central systems
The monitoring of the ICL Pathway central systems:
a) is achieved via the use of service management tools, e.g. Tivoli;
b) is subcontracted to ISD.
Policy
a) ISD will develop and maintain operational procedures for all manual
activities that are associated with the monitoring of the ICL Pathway central
systems.
b) ISD will maintain a clear set of criteria for determining which “system
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events” are progressed to incidents.
c) Changes to (a) or (b) above will be managed by the Operational Change
Process which is owned by ISD. CS Operations Services will approve any
proposed changes.
d) CS will have the opportunity, subject to giving prior warning, to audit the
ISD criteria for raising incidents and the ISD operational procedures.
e) CS Operations Services will review the ISD provided service at agreed
intervals,
7.3 Record changes to ICL Pathway central systems
This section applies to non-software changes. Software changes are controlled
via the ICL Pathway Change Control Process which is owned by the ICL
Pathway Programme Office.
Non-software changes may be required for sizing reasons, e.g. a larger capacity
disk. Alternatively, changes may result from industry changes, e.g. certain
hardware components being replaced by new versions.
Policy
a) Non-software changes to the ICL Pathway central systems will be managed
by the Operational Change Process which is owned by ISD. CS Operations
Services will approve any proposed changes.
b) The OCP forms will be used to provide a historical record of the non-
software changes that have been applied to the ICL Pathway central
systems.
c) The retention period for OCP forms is defined in section 5.
7.4 Manage softwere distribution
Wherever possible, software is distributed electronically via the ICL Pathway
central systems.
Software distribution is controlled by a Release Note provided by CS Release
Management authorities.
The software distribution process is subcontracted to ISD.
Policy
a) ISD will develop and maintain operational procedures for all manual
activities that are associated with the distribution of software.
b) CS will have the opportunity, subject to giving prior warning, to audit the
ISD operational procedures.
c) CS Operations Services will review the ISD provided service at agreed
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intervals.
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8 Incident Management
Incident Management provides a controlled environment for the resolution of
day to day events that interrupt normal operation of the systems, services and
procedures within the live operational environment. Incident Management
also provides:
a) triggers for problem management;
b) triggers for the application of business continuity plans;
c) onward routing of unresolved complaints;
d) service data for reports.
A large part of incident management is subcontracted to ISD. The exceptions
are third line software support, which is handled by the ICL Pathway CS System
Support Centre (SSC) and the handling of business incidents, which is managed
by the ICL Pathway CS Management Support Unit (MSU).
Incident
An incident is an individual day to day event, within the live environment,
which is reported to the ICL Pathway single-point-of-contact, i.e. the HSH.
Incidents may also be reported to the PON single-point-of-contact, i.e. the
NBSC. Incidents may be transferred between the HSH and the NBSC.
Where there is any chance of confusion, incidents are more tightly defined as
“live incidents”.
To avoid confusion, “incidents” that occur in the pre-live environment are
always referred to as “pre-live incidents”.
The main incident types include:
a) requests for advice and guidance;
b) reported faults or failures in equipment, software, services or procedures;
c) reported user errors;
d) reported complaints;
e) situations which need to be recorded for audit trail purposes.
Temporary procedure (TP
A TP describes the actions to be taken when specified types of incident are
encountered. TPs are developed by the appropriate expert domain within
Incident Management and are recorded on a Known Error Log.
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8.1 Hours of operation (call answering)
Policy
24 hours, each day of the year excluding Christmas Day.
8.2 Incident logging and prevention of callery being
“bounced” from desk to desk
Policy
a) All valid telephone calls made to the ICL Pathway HSH will result in an
incident being raised and a priority being allocated.
b) Incidents will be assigned an unique reference number.
c) The HSH will maintain a call matrix that clearly defines the types of
incidents that they accept and manage to resolution.
d) The HSH will maintain an awareness of the types of Horizon related
incidents that are handled by the NBSC.
e) If callers contact the HSH when they should have contacted the NBSC, the
HSH will normally refer the caller to the NBSC, i.e. ask them to dial the
NBSC number. By exception, if the caller states that they have already been
referred to the HSH by the NBSC, the HSH will accept the call, raise an
incident and communicate the incident to the NBSC.
8.3 Linking incidents passed between dlesky
Policy
a) If the HSH wishes to transfer an incident to the NBSC, the HSH will retain
ownership of the incident until the NBSC accepts the incident.
b) If the NBSC accepts the incident, the HSH will cross-refer their incident to
the NBSC incident and then close the HSH incident.
c) If the NBSC does not accept the incident, the HSH will retain ownership of
the incident and escalate the situation within the their line management for
resolution.
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8.4 Incident resolution
Policy
a) Following the logging of an incident the HSH will assume responsibility for
the control and co-ordination of the efforts required to resolve the incident.
b) Incident resolution will be progressed in accordance with agreed target
resolution times.
c) The HSH will either resolve the incident themselves or route the incident to
the appropriate expert domain. The incident record will be updated each
time there is a change of status, e.g. network tested and found to be OK,
incident routed to third line support.
d) Resolution will follow defined support procedures, which will normally
result in the system being returned to normal operation within the agreed
target resolution time. By exception Temporary Procedures may by applied
while a fix is developed.
8.5 Development of Temporary Procedurey
Policy
a) In exceptional situations expert domains may develop TPs to contain
incidents while a fix is developed. TPs will be recorded on a Known Error
Log.
b) TPs must be authorised if they impact Horizon business processes, at which
point they become Authorised Temporary Procedures (ATPs).
Authorisation is performed under the control of Problem Management.
8.6 Incident closure
Policy
a) Individual incidents that relate to technical or system errors will be closed
when the service has been returned to normal operation, either by resolving
the incident or applying a TP. Closure will be agreed with the originator of
the incident.
b) Incidents that are “offered” to the PON NBSC will be closed when the NBSC
accepts responsibility for incident resolution.
c) “Master incidents” that record the need for a fix will remain open until
notification of successful release of the fix has been received.
d) “Master incidents” that relate to a problem will remain open until the
problem is resolved.
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8.7 Provision of informotiow for service and performance
reporting
Policy
The HSH will maintain records to facilitate performance reporting and
incident trend analysis.
Policy
a) The HSH will communicate problems to the ICL Pathway CS Duty Manager.
The definition of a problem is given within the section entitled Problem
Management.
b) The HSH will communicate Major Business Continuity Incidents to the ICL
Pathway CS Duty Manager. The definition of a Major Business Continuity
Incident is given within the section entitled Business Continuity
Management.
8.9 Onword routing of businesy incidenty
Policy
Business incidents identified by Incident Management will be routed to the
ICL Pathway MSU. The MSU will maintain procedures for communicating,
reporting and resolving business incidents and any financial implications.
8.10 Onward routing of unresolved complainty
Policy
a) Wherever possible, complaints reported to the HSH will be resolved by
the HSH.
b) Complaints that cannot be resolved by the HSH will be routed to the
Strategic Services Unit (SSU) within ICL Pathway CS for resolution.
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9 Problem Management
Problem Management provides a controlled environment for the resolution of
problems that arise within the live operational environment.
Problem
Problem is the term used for an adverse situation that is: (a) caused by a defect
in the specification, design, production, implementation or use of any of the
service components and (b) substantial enough to warrant action to eradicate
it. A problem may be indicated by a trend of incidents. Problems are deemed
to exist when they are recorded on the ICL Pathway CS or PON Problem
Management Databases.
Authorised Temporary procedure (ATP)
An ATP is a TP that has an impact on the Horizon business processes and
requires authorisation by PON before it is used within the live environment.
9.1 Houry of operation (progressing problem resolution)
Policy
g.00am to 5.00pm Monday to Friday.
9.2 Logging problemy
Policy
a) ICL Pathway CS will develop and maintain procedures to control the receipt
of problem notifications from HSH, from within ICL Pathway CS and in the
case of cross-domain problems (problems that involve both ICL Pathway CS
and PON organisations), problem notifications from PON Problem
Managers.
b) Problem notifications will result in a problem being raised, the assignment
of an unique reference number and the logging of the problem on the ICL
Pathway CS Problem Management database.
c) Cross-domain problems, i.e. problems that require the involvement of both
ICL Pathway CS and PON, will be logged on both the ICL Pathway CS and
PON Problem Management databases. The ICL Pathway CS and PON
problem references will be cross-referred.
d) All problems reported by PON will be recorded on the ICL Pathway CS
Problem Management database, irrespective of any initial judgement
relating to ICL Pathway’s required involvement.
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9.3 Allocation of a Problem Manager
Policy
A CS Problem Manager will be allocated for each problem recorded on the ICL
Pathway CS Problem Management database.
9.4 Problem resolution
Policy
ICL Pathway CS Problem Managers will:
a) manage problem resolution;
b) ensure that the problem record on the Problem Management database is
maintained to reflect the current position;
c) manage the allocation of Problem Resolution Manager(s), on an as required
basis, to progress specific problem resolution activities, e.g. change to a
procedure, software fix;
d) trigger the creation of a cross-domain problem on an as required basis;
e) escalate within ICL Pathway CS on an as required basis.
f) manage the authorisation of TPs provided by Incident Management, if the
TP affects the Horizon business processes.
g) trigger the creation of TPs or ATPs, on an as required basis, to contain the
effects of a problem while a fix is put in place.
9.5 Problem closure
Policy
Problems will be closed when it has been agreed, by the relevant authorities,
that the underlying cause has been fixed or removed.
9.6 Post Implementation Review (PIR)
Policy
Following closure of a problem, a PIR will be held at the discretion of the
Problem Manager or at the request of an ICL Pathway CS or PON Service
Manager. The Problem Manager is responsible for arranging and running the
PIR and producing a PIR report.
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10 Business Continuity Management
Business continuity has two main components. The first is business continuity
planning, which involves the proactive identification of things that can go
wrong with the end-to-end services, developing appropriate business continuity
plans and testing that the plans work in practice.
The second component involves the application of the business continuity
plans when the end-to-end service is interrupted.
Business Continuity Plans
Business continuity plans detail the actions to be taken when the end-to-end
service is interrupted.
Major Business Continuity Incident (MBCI)
MBCIs are a special type of incident, which are raised in response to the
reporting to the HSH of a major failure or disruption in the end-to-end service.
MBCIs are routed to the ICL Pathway CS Business Continuity Manager and act
as a trigger for the application of pre-defined business continuity plans.
10.1 Hours of operation (application of business
Policy
ICL Pathway CS Business Continuity Management: 24 hours, each day of the
year excluding Christmas Day.
10.2 Business continuity planning
Policy
ICL Pathway CS and PON business continuity authorities will:
a) jointly develop test scripts;
b) agree a schedule for testing the contingency and recovery arrangements for
defined components of the Horizon service;
c) maintain a joint Business Continuity Forum for reviewing all business
continuity arrangements on at least a quarterly basis;
d) work together to assess the risks and impacts of new systems / services or
changes to current systems / services, the results of which will be used to
identify the level of contingency required.
e) develop business continuity plans to meet the contingency requirements.
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10.2.1 Logging and routing of MBCly
Policy
The HSH will log MBCIs in the normal way and immediately route, via the ICL
Pathway CS Duty Manager, to the ICL Pathway CS Business Continuity
Manager.
10.2.2 Managing MBCly
Policy
a) The business continuity manager within ICL Pathway CS or PON that is
first notified of the MBCI will contact the other organisation (ICL Pathway
CS or PON) and progress the formation of a cross-domain Business
Continuity Management Team (BCMT).
b) Responsibility for the management of a MBCI will be clearly allocated and
rest with either ICL Pathway CS or PON. This will normally be the
organisation that is responsible for incident recovery.
c) The BCMT will be responsible for ensuring that, when a MBC is identified,
the correct contingency and recovery actions are put in place. Contingency
actions will be defined by the appropriate pre-defined business continuity
plans maintained by ICL Pathway CS.
d) The BCMT will develop an action plan.
e) The BCMT will monitor both the recovery and contingency actions to
ensure that resolution meets planned targets.
f) ICL Pathway CS and PON Business Continuity Managers will keep a full
account of events on their Business Continuity databases.
g) Any contingency action that is in place will be withdrawn when recovery
has occurred, or as dictated in the respective business continuity plan.
10.2.5 MBC closure
Policy
The BCMT will agree when the MBCI can be closed.
10.2.4 Post implementation review (PIR)
Policy
a) Following closure of the MBCI, a PIR will be held to review the MBCI and
identify improvement opportunities. The Business Continuity Manager
that managed the MBCI is responsible for arranging, running the PIR and
producing a PIR report.
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b) The BCMT will ensure that recovery and continuity plans are updated as
necessary.
10.2.5 Raising problemy
Policy
ICL Pathway CS and / or PON Business Continuity Managers will raise a
problem if they suspect that there is an underlying cause for the MBCI.
11 Service and Performance Reporting
Service and performance reporting identifies the level of performance of
systems and services in the live operational environment. Until the roll-out
programme is completed it also includes implementation reporting.
Reports are provided to service reviews to:
a) show how services are performing against agreed SLAs;
b) provide information for service improvement;
c) aid in decision making;
d) highlight problems.
Reports may:
a) be periodic to support regular meetings;
b) be ad hoc;
c) provide analysis or forecasting information.
Service and Performance Reports
Service and performance reports contain information about a particular service,
derived from a reliable source, which is meaningful to the reader and aids
decision making.
Policy
a) Service and performance reports will be objective and relevant to the
interests of the target audience, with data and information contained
within the report specific to the requirements of the target audience.
b) Reports will be timely, reliable, clear, concise and meaningful to the reader.
c) Reports will have instructions that explain the format and content.
d) Reports will be in a format that the target audience understands and are
able to use effectively to allow informed decisions to be made.
e) The content of reports will include a core set of information, plus ad hoc
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detail when appropriate, e.g. an explanation of a fluctuation in the reported
information.
f) Agreements will be formulated with all suppliers of data to ensure that a
clear and consistent information set is always available for analysis
purposes.
g) Periodic reports will be produced and distributed to agreed timescales, e.g.
monthly, weekly.
h) Ad hoc reports will be produced, on request, in accordance with pre-
defined reporting arrangements.
i) Reports will evolve to:
— reflect the changing state of the business;
— incorporate audience feedback on the style, layout, format and level of
detail.
12 Service Review
Service reviews bring together relevant people to assess how the service is
performing and initiate any required actions to correct shortfalls or take
advantage of improvement opportunities.
Service Review
Service reviews examine information relating to the performance of services in
order to identi’
a) services that are not conforming to agreed SLAs;
b) any services that are deteriorating;
c) SLAs that are no longer realistic;
d) existing SLAs that are no longer required;
e) situations where additional OLAs are required.
When applicable, service reviews also identify, record and communicate to
relevant authorities:
a) service improvement opportunities;
b) problems.
Service Review Forum
Service review forums are formal pre-defined meetings held periodically to an
agreed timetable.
There will be a number of forums:
a) internal forums held as necessary within ICL Pathway CS and PON;
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b) ICL Pathway CS and PON cross-domain forums, with each addressing a
specified service element;
c) contractually defined forums, e.g. Horizon Service Review Forum (HSRF).
The HSRF reports to the Contract Administration Board and the Contract
Steering Group. Information on these forums is defined in Schedule Aoq of the
contract.
Policy
a) Service review forums will be well structured and chaired by a nominated
manager from either ICLP or PON.
b) The chairman will ensure that:
— minutes are produced and circulated to interested parties;
— issues that cannot be resolved by the service review forum will be
escalated to the HSRF.
c) Problems will be discussed at service review forums, noted in the minutes
and progressed with via Problem Management.
d) Service improvements opportunities will be discussed at service review
forums, noted in minutes and progressed as service improvement
initiatives.
13 Change Management
There are two main types of change, i.e. ad hoc change and predefined change.
Ad hoc change uses PON raised Change Requests (CRs), ICL Pathway raised
Change Proposals (CPs) and ICL Pathway raised Contract Change Notices
(CCNs). The ad hoc change process is well established and managed within ICL
Pathway by the Programme Office.
Pre-defined change uses agreed change mechanisms, i.e. Operational Business
Change, to make changes without the requirement for PON to raise a CR.
There are two types of OBC, i.e. product change and outlet changes.
14 Softwore Release Management
Policy
a) Planned software releases will be communicated to PON via a weekly
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release schedule and daily release notifications.
b) Software release to the live environment will be controlled by ICL Pathway
CS authorised Release Notes.
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