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ICL Pathway ICL Pathway Customer Service Process Manual Ref. CS/QMS/002
Version: 1.0
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Document Title: ICL Pathway Customer Service Process 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 a top-level process view
of the CS business and partitions the CS business into a number
process areas.
Document Status: Approved
Author & Dept: Bob Davis - ICL Pathway CS Business Effectiveness Team
Contributors:
Reviewed By:
Comments By:
Comments To:
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0.1
Document Control
Document History
0.1
13.11.00
First draft
1.0
6.12.00
First definitive version
0.2 Approval Authorities
Stephen Muchow
0.3 Associated Documents
1 CS/QMS/001 ICL Pathway Customer Service ICL
Policy Manual - Currently under I Pathway
development
2 CS/PRD/074 ICL Pathway Customer Service ICL
Incident Management Process Pathway
3 CS/PRD/021 ICL Pathway Customer Service ICL
Problem Management Process Pathway
4 CS/PRD/031 End-to-end Business Continuity ICL
Management Process Pathway
5 CS/PRD/081 ICL Pathway Customer Service ICL
End-to-end Customer Complaint Pathway
Process
6 I CS/PRD/030 Process for Operational Business I ICL
Change - Product Pathway
7 CS/PRD/0S0 Process for Operational Business I ICL
Change - Outlet Reference Data Pathway
8 I CS/PRD/033 Reference Data Verification ICL
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Process Pathway
9 CS/PRD/077 Reference Data Alert Process ICL
Pathway
10 I CS/PRD/029 The Management Process for ICL
Operational Business Change - Pathway
Outlet
11 I CS/PRD/086 Release Management process for I ICL
Fast-track Software Release Pathway
12 I CS/PRD/050 Process for Operational Changes - I ICL
Outlet Reference Data Pathway
13 I CS/MAN/006 CS General Information ICL
Operations Manual Pathway
0.4 Abbreviations/Definitions
ATP Authorised Temporary Procedure
BET ICL Pathway Business Effectiveness Team
BIMS Business Incident Management System
CCN Contract Control Notice
cP Change Proposal
CR Change Request
cs ICL Pathway Customer Service
CSD Customer Service Director
ISM Infrastructure Services Manager
MBCI Major Business Continuity Incident
OSM Operations Services Manager
SSM Support Services Manager
TP Temporary Procedure
0.5 Changes in this Version
I 1.0 : Changes expected information added at section 06.
1.0 Cross-reference to ref. 1. removed from section 3.
1.0 First point of contact for process X11 in section 5.1 changed from ISM to
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SSM.
1.0 Additional inputs from and outputs to PON, i.e. In B6 request for ad hoc
report from PON central operations, In B7 request for ad hoc report from
PON central support functions, Out B7 ad hoc report to PON central
operations and Out B8 ad hoc report to PON central support functions,
added in diagram in section 5.0, tables 3 and 4 in section 5.3, second page
of diagram in section 7 and in 7.6.
0.6 Changes Expected
It is expected that the following will be added at a later data:
Information on customer satisfaction;
Information on process record retention times;
Additional information on AP, Menu and Icon change processes;
Updated and expanded process information on release management;
Information on the management of the implementation tail-end;
Involvement of Filed Service Managers in Problem Management;
Additional information on the management of business incidents;
Expanded definition of the CS Process Engineering Methodology.
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0.7 Table of Contents
1 INTRODUCTION
2 SCOPE
2.1 Operational processes
2.2 Support processes
2.3 Change processes
2.3.1 Pre-defined change
2.3.2 Ad hoc change (CR and CP driven change)
2.4 Scope exclusions
3 CS PROCESS ENGINEERING METHODOLOGY
4 CONTEXT DIAGRAM
5 CS TOP LEVEL PROCESSES
5.1 External processes
5.2 CS Processes and Process Ownership
5.3 Key inputs that initiate CS or CS supplier business processes
10
11
11
11
12
13
14
15
16
18
20
5.4 Key outputs that complete CS or CS supplier business processes or initiate business processes in other
organisations
6 EXPANSION OF PROCESS CS1 - OPERATE AND MONITOR THE LIVE
ENVIRONMENT
6.1 Process CS 1.1 - Operate ICL Pathway central systems (including
automated processes)
6.1.1 Process status
6.1.2 Process overview
6.1.3 Process controls
6.1.4 Process records
6.1.5 Process measures
6.1.6 Inputs and outputs
6.2 Process CS 1.2 - Monitor ICL Pathway central systems
6.2.1 Process status
Process overview
Process controls
6.2.4 Process records
6.2.5 Process measures
‘built software routines and
25
30
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6.2.6 Inputs and outputs
6.3 Process CS 1.3 - Record changes to ICL Pathway central systems
6.3.1 Process status
6.3.2 Process overview
Process controls
Process records
Process measures
6.3.6 Inputs and outputs
6.4 Process CS 1.4 - Manage software distribution
6.4.1 Process status
6.4.2 Process overview
6.4.3 Process controls
6.4.4 Process records
6.4.5 Process measures
6.4.6 Inputs and outputs
7 EXPANSION OF PROCESS C82 - DEVELOP, MANAGE AND SUPPORT THE
LIVE ENVIRONMENT
7.1 Process CS 2.1 - Manage live incident
7.1.1 Process status
7.1.2 Process overview
7.1.3 Process controls
7.1.4 Process records
7.1.5 Process measures
7.1.6 Inputs and outputs
7.2 Process CS 2.2 - Manage live problem
7.2.1 Process status
7.2.2 Process overview
Process records
7.2.4 Process measures
7.2.5 Process controls
7.2.6 Inputs and outputs
7.3 Process CS 2.3 - Manage business continuity
7.3.1 Process status
2 Process overview
7.3.3 Process records
7.3.4 Process measures
Process controls
Inputs and outputs.
7.4 Process CS 2.4 - Manage unresolved complaint
7.4.1 Process status
7.4.2 Process overview
7.4.3 Process controls
74 Process records
7.4.5 Process measurements
7.4.6 Inputs and outputs
7.5 Process CS 2.5 - Resolve business incident
7.5.1 Process status
7.5.2 Process overview
40
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7.5.3 Process controls 55
7.5.4 Process records 55
5 Process measures 35
7.5.6 Inputs and outputs 55
7.6 Process CS 2.6 - Analyse service and performance data and produce reports 57
7.6.1 Process status 57
7.6.2 Process overview 57
7.6.3 Process controls 37
7.6.4 Process records 37
7.6.5 Process measures 57
7.6.6 Inputs and outputs 37
7.7 Process CS 2.7 - Manage and review service 59
7.7.1 Process status 59
7.7.2 Process overview 59
7.7.3 Process controls 359
7.7.4 Process records 59
7.7.5 Process measurements 59
7.7.6 Inputs and outputs 39
7.8 Process CS 2.8 - Develop and introduce service 61
7.8.1 Process status 61
7.8.2 Process overview 61
7.8.3 Process controls 61
7.8.4 Process records 61
7.8.5 Process measures 61
7.8.6 Inputs and outputs 62
7.9 Process CS 2.9 - Manage business effectiveness and quality 63
7.9.1 Process status 63
7.9.2 Process overview 63
7.9.3 Process controls 63
7.9.4 Process records 63
7.9.5 Process measures 63
7.9.6 Inputs and outputs 64
7.10 Process CS 2.10 - Manage communication with PON 65
7.10.1 Process status 65
7.10.2 Process overview 65
7.10.3 Process controls 65
7.10.4 Process records 65
7.10.5 Process measures 65
7.10.6 Inputs and outputs 66
7.11 Process CS 2.11 - Manage miscellaneous requests or claims 68
7.11.1 Process status 68
7.11.2 Process overview 68
7.11.3 Process controls 68
7.11.4 Inputs and outputs 68
8 EXPANSION OF PROCESS CS3 - MANAGE PRE-DEFINED CHANGE 70
8.1 Process CS 3.1 - Manage change to product reference data 70
8.1.1 Process status 70
8.1.2 Process overview 70
8.1.3 Process controls 71
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8.1.4 Process records
8.1.5 Process measures
8.1.6 Inputs and outputs
8.2 Process CS 3.2 - Manage change to outlet reference data
Process status
Process overview
Process controls
Process records
8.2.5 Process measures
8.2.6 Inputs and outputs
8.3 Process CS 3.3 - Manage menu hierarchy change
8.3.1 Process status
8.3.2 Process overview
8.3.3 Process controls
Process records
8.3.5 Process measures
8.3.6 Inputs and outputs
8.4 Process CS 3.4 - Manage introduction of new Icons
8.4.1 Process status
8.4.2 Process overview
8.4.3 Process controls
8.4.4 Process records
8.4.5 Process measures
8.4.6 Inputs and outputs
8.5 Process CS 3.5 - Manage AP change
8.5.1 Process status
8.5.2 Process overview
8.5.3 Process controls
8.5.4 Process records
8.5.5 Process measures
8.5.6 Inputs and outputs
8.6 Process CS 3.6 - Manage post office outlet change
8.6.1 Process status
8.6.2 Process overview
8.6.3 Process controls
8.6.4 Inputs and outputs
82
82
82
82
82
9 EXPANSION OF PROCESS CS4 - MANAGE FAST-TRACK INTRODUCTION OF
SOFTWARE FIX OR SMALL CHANGE 84
9.1 CS 4.1 - Schedule fix or small change 85
9.1.1 Process status 85
9.1.2 Process overview 85
9.1.3 Process controls 85
9.1.4 Process records 85
9.1.5 Process measures 85
9.1.6 Inputs and outputs 85
9.2 CS 4.2 - Develop fix or small change, unit test and link test 87
9.2.1 Process status 87
Process overview 87
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9.2.3 Process controls
9.2.4 Process records
5 Process measures
9.2.6 Inputs and outputs
9.3 CS 4.3 - Manage release of fix or small change
9.3.1 Process status
9.3.2 Process overview
9.3.3 Process controls
Process records
9.3.5 Process measures
9.3.6 Inputs and outputs
9.4 CS 4.4 - Approve release of fix or small change
9.4.1 Process status
9.4.2 Process overview
9.4.3 Process controls
9.4.4 Process records
9.4.5 Process measures
9.4.6 Inputs and outputs
10 EXPANSION OF PROCESS CS5 - MANAGE RELEASE OF MAINTENANCE
OR NEW SOFTWARE RELEASE
11 PROCESS CS6 - MANAGE THE ICL PATHWAY CS BUSINESS
93
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1s Introduction
This document forms part of the ICL Pathway Customer Service Quality Management
System. It provides a top-level process view of the ICL Pathway CS business and
partitions the CS business into a number of process areas. Decomposition (drill-
down) to lower-level processes is applied selectively. Cross-reference is made to
other more detailed process definitions.
Within this document, processes that fall within the scope of the CS business are
shown as “white boxes”. Processes that are outside the scope of the CS business are
shown as “grey boxes”.
This document will be reviewed and updated periodically (at least twice each year) at
the discretion of the ICL Pathway CS Business Effectiveness Manager. A CP will not
be required. Free-standing CS Process Manual Supplements will be used to record
any significant process changes that occur in the periods between reviews of this
document. This means that the “current status” of ICL Pathway CS processes, at any
point in time, will equate to the CS Process Manual plus relevant supplements.
Supplements will be incorporated within the CS Process Manual at the time of the
periodic review and update.
The layout of this document has been designed to enable revisions to be easily
incorporated, e.g. tables are used to define inputs and outputs, thereby enabling the
process diagrams to remain relatively stable.
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2.1
2.2
Scope
The scope of this document includes the processes associated with:
a) the operation of the ICL Pathway systems within the live environment;
b) the support of the ICL Pathway systems within the live environment;
c) ICL Pathway CS involvement in pre-defined changes, i.e. changes that do not
require a Change Request (CR) or Change Proposal (CP) to initiate the change;
d) ICL Pathway CS involvement in ad hoc changes that are initiated by a PON raised
CR or a ICL Pathway raised CP;
Note: The management of CRs and CPs is handled by the ICL Pathway Programme
Office and is therefore excluded from the scope of this document.
e) the proving and release of software fixes, either by fast-track or maintenance
telease;
f) the proving and release of any software changes that result from a PON raised CR
or a ICL Pathway raised CP;
g) the proving and release of any future major new software releases;
h) CS general management, e.g. organisation and resource management, planning,
financial control, business effectiveness and quality, general admin., etc.;
i) CS miscellaneous activities, e.g. ad hoc financial claim administration (included for
completeness, not expected), responding to requests for Data Protection
information (Subject Access Requests).
Operational processes
The operational processes referred to in (a) above include:
j) the operation of ICL Pathway Data Centres, including in-built software routines
and automated processes;
k) the operational interfaces between ICL Pathway and:
- Post office outlets
- PON
- PON Clients
1) the recording of changes to ICL Pathway central systems;
m) monitoring of systems by Tivoli and other system management tools;
n) software distribution via Tivoli or other means.
Support processes
The support processes referred to in (b) above include the:
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2.3
2.3.1
2.3.2
2.4
0) management and resolution of live incidents;
p) management and resolution of live problems;
q) application of business continuity plans;
r) management of unresolved complaints;
s) resolution of business incidents;
t) analysis of service and performance data and the production of reports;
u) service management and review;
v) service development and the introduction of service improvements;
w) business effectiveness and quality;
x) communication between ICL Pathway and PON on customer service matters;
y) the handling of miscellaneous requests and claims.
Change processes
Pre-defined change
The pre-defined change processes referred to in (c) above include:
z) product reference data changes;
aa) outlet reference data changes;
bb) menu hierarchy changes when a CR or CP is not required to initiate the change
(see Ref. 1 for policy);
cc) the introduction of new Icons when a CR or CP is not required to initiate the
change (see Ref. 1 for policy);
dd) AP related change when a CR or CP is not required to initiate the change (see
Ref. 1 for policy);
ee) post office outlet changes, e.g. post office moves and closures;
Ad hoc change (CR and CP driven change)
The change processes referred to in (d) above include the CS activities that follow the
approval of a CP.
Scope exclusions
The scope specifically excludes:
ff) post office outlet roll-out and implementation processes;
gg) post office outlet training related processes;
hh) the development and maintenance of post office counter procedures and related
documentation, e.g. PPDs;
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ii) the detailed activities associated with the development of software fixes and the
subsequent unit testing and link testing.
Note: The development and testing of software fixes is considered to be a service
supplied to ICL Pathway CS by ICL Pathway Development. The related CS
“Service Management” activities are included within the scope;
ji) ICL Pathway sales, requirements definition, contractual definition and
development processes associated with new software production;
kk) ICL Pathway requirements definition and implementation processes associated
with AP client migration and new AP client take-on;
ll) the administration of change associated with CRs, CPs and CCNs;
mm) the implementation of change, i.e. the raising of Change Orders;
nn) configuration management processes, e.g. the linking and provision of safe storage
for software and documentation;
00) security related processes, e.g. the management of security keys.
3 CS Process Engineering Methodology
The CS process engineering methodology uses a top-down hierarchical approach to
decompose the CS business into an integrated set of process definitions, which are
supported by policy definitions. The process definitions at the bottom of the process
hierarchy provide a framework for the development and maintenance of CS
operational procedures.
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Context diagram
The following diagram shows how the CS business is positioned relative to other
organisations. More detailed information is provided in later sections of this
document.
‘Support and operational
interactions ol
Out H support
— elated outputs
operationd §=— Out
inputs operational
outputs InH
outlet support
elated inputs
In A - PON operational inputs.
Out A- cperational outputs
{ InB- PON support
tated inputs:
out suost nylouy - @
[traded outputs documertation
InC - Inbound Out J- ad hoc change
‘communicatien. I Feated outputs
Ind - Pathway
Out C - outbound Programme Office
communication —"} ft ad hoc change rated I
inputs
Pathway CS and
in D - PON pre-defined CS supplier
change relatedinputs ~~} business
processes
Ink - Pathway
In E - PON initiated document
hg FR nisAP
change (CR nd required) neni
change related inputs,
Out E - Pathway initiated
jug cocumert change I= I
(CP CCN notrequred)
I nevoue- on Secuiyioy
Iag——— miscellaneous +9 ———gp management rated >}
inputs / response inputs and outputs:
4 ( ia
InU / OutU - inputs from out m- payents :
Incidert organisations other than ICL, Sher ee rrates i
ndification! ON or PON Client/ resporse ‘ging _
response outputs i
(to/from
NBSC) InN - Support related inputs
f trom Pathway Devel opment
ut P - software release
management rdeted puts ———p
InP - Pathway Development
software release management ——I
In - PON Client
operational inputs
related inputs
[aa Out R - operational outputs uta. pre-defined change ij
Out S- suppatt related related cufputs
outputs _ InQ - Pathway Development
pre-defined change related
inputs
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5 CS Top Level Processes
CS interacts with a number of external processes, X1 to X14 (see Table 1 for
descriptions and ownership). The CS business is considered to consist of six key
processes, CS1 to CS6 (see Table 2 for descriptions and ownership). The key inputs
and outputs to the CS processes are listed in Tables 3 and 4.
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inde 1
inns <G) C85 Manage
03,0405, inks —I
D6, D7 InP3 ge] POY Software
rdease
v (Pathway CS) -
}-m(a) Note: contains
C83, Manage pre- InP4
defined change
on oO)
Note: Contains Out P2 InV5,
In, naa, In I (6) npt Out V5
03, 04,01 and
‘Out Q2 ©) in J2
inva, v
outva a) New leon(s) for
‘out M2, Ut, standalone release
Out m3 U2 indi, a fast-track ) cs4 Manage
outa Outut, out, process fast-track
OutU2 out v2 introduction of
saftware fixor
small change
, (Pathway CS)
n Note: induces In
mt Paani OutP1
(Pathway CS)
inva,
I i
Inputs: B1, B3,B4, BS, 87,1,
Outputs: B1,82,84,B5, B& E1 CS2. Develop,
manageand Jiggy tive Pinics
outst support the live
ers environment Inputs: B2, BS, F1,F2,
‘equest for ‘Outputs: B3, B6, B7
gel (Pathways)
engineer resource vey
4 outTt
Operations
ard support
nH, AP change via interactions
Out Ht, © ee, t int __]
out, y
‘Out H3 Tagger CS1. Operate and nat, inD2,
_iaessect I — ronior te ie outa
redererce dat cervironment
not, (Pattwaycs) [Software fix/ change
jag Maintenace or new software
Calls to/ fram PON NBSC_- goo}
C3, C4, C5, C6
(Management and
admin, processes)
5.1 External processes
External processes are by definition not owned by ICL Pathway CS. However, ICL
Pathway CS has an interest in all processes that interact with the CS business because
non-conformance to agreed Interface Agreements or OLAs may have an adverse effect
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on CS performance.
Therefore, to safeguard the CS business, each key external
process that interacts with the CS business has a nominated member of the CS
Management Team who acts as a “first-point-contact” for any process issues that may
arise.
The following abbreviations are used in the following table.
CSD = Customer Service Director
ISM = Infrastructure Services Manager
OSM = Operations Services Manager
SSM = Support Services Manager
TABLE 1
Ref.
Description
cs
“first-
point-of
contact”
XI
Operate and monitor the counter systems
Controlled by PON counter procedures, Counter News
and, by exception, electronic messages distributed via the
ICL Pathway systems.
ICL Pathway interest limited to: ensuring that outlet
systems are operated correctly.
PON
ISM
X2
Operate and monitor central systems
Controlled by PON procedures, Interface Agreements and
/ or OLAs.
ICL Pathway interest limited to: (a) ensuring conformance
to Interface Agreements and /or OLAs and (b) ensuring
that ICL Pathway’s business interests are not adversely
affected by incorrect operation of the PON systems.
PON
OSM
X3
Operate and monitor central systems
Controlled by PON Client procedures, Interface
Agreements and / or OLAs.
ICL Pathway interest limited to: (a) ensuring conformance
to Interface Agreements and /or OLAs and (b) ensuring
that ICL Pathway’s business interests are not adversely
affected by incorrect operation of the PON Client
systems.
PON Client
OSM
x4
Support the live environment
Controlled by PON procedures, Interface Agreements and
/ or OLAs.
ICL Pathway interest limited to: (a) ensuring conformance
to Interface Agreements and /or OLAs and (b) ensuring
that ICL Pathway’s business interests are not adversely
affected by incorrect PON actions.
PON
ISM
XS
Initiate pre-defined change (Post Office moves)
Controlled by PON procedures, Interface Agreements and
/or OLAs.
ICL Pathway interest limited to: (a) ensuring conformance
to Contract, Interface Agreements and /or OLAs and (b)
PON
ISM
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ensuring that ICL Pathway’s business interests are not
adversely affected by incorrect PON actions.
XS Initiate_pre-defined change (Reference data, AP related I PON OSM
change:
Controlled by PON procedures, Interface Agreements and
/ or OLAs.
ICL Pathway interest limited to: (a) ensuring conformance
to Contract, Interface Agreements and /or OLAs and (b)
ensuring that ICL Pathway’s business interests are not
adversely affected by incorrect PON actions.
X6 Manage communication PON ISM
For convenience, within this document, all PON activities
associated with Counter News and Messaging are
grouped within a single high-level PON process “Manage
communication”.
X7 Maintai esign ICL Pathway I SSM
Provides information on pre-live incidents and pre-live I TDA
problems. Records deferred PinICLs and feeds them back
into maintenance or new software releases
X8 Manage and initiate ad hoc change ICL Pathway I OSM
Controlled by ICL Pathway Programme Office I Programme
procedures. Office
X9 Process payment or charging ICL Pathway I ISM
Controlled by ICL Pathway Finance procedures. Finance
X10 I Define and agree requirements for AP change ICL Pathway I OSM
Controlled by ICL Pathway Requirements procedures. Requirements
X11 I Manage security keys ICL Pathway I SSM
Controlled by ICL Pathway Quality Management I Quality
procedures. Management
X12_I Notused.
X13 I Provide safe storage for documentation ICL Pathway I OSM
Controlled by ICL Pathway CM procedures. CM
X14 I Communicate with ICL Pathway Organisations I ISM
Included for completeness. other than ICL
Pathway, PON
or PON Client
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5.2 CS Processes and Process Ownership
The key CS processes are owned by nominated members of the CS Management
Team. Ownership of some of the CS processes is sub-divided between members of
the CS Management Team. The following abbreviations are used in the following
table.
CSD = Customer Service Director
ISM = Infrastructure Services Manager
OSM = Operations Services Manager
SSM = Support Services Manager
TABLE 2
Ref. Description Owner
CSI OPERATE AND MONITOR THE LIVE ENVIRONMENT
CS 1.1 Operate ICL Pathway central systems (includes manual activities, in- I OSM
built software routines and automated processes)
CS 1.2 _I Monitor ICL Pathway central systems OSM
CS 13 Record changes to ICL Pathway central systems OSM
CS 1.4 _I Manage software distribution OSM
CS2 DEVELOP, MANAGE AND SUPPORT THE LIVE
ENVIRONMENT
CS 2.1 I Manage live inci 3 ISM
Part A Scope: All activities associated with live incidents that are performed
by the HSH, SMC and the expert domains responsible for hardware or
network support. HSH activities include: (a) opening incidents on
PowerHelp and subsequent updating of PowerHelp records, (b)
provision of advice and guidance, © routing of incidents to expert
domains, (d) reporting of problems or MBCIs to ICL Pathway and (e)
incident closure.
Excludes: All PinICL supported activities.
CS 2.1 Manage live incident (PinICL’ SSM
Part B Scope: All PinICL supported activities associated with the handling
and resolution of live incidents that are passed across the OTI link
between PowerHelp and PinICL.
Includes: The communication of known errors to the SMC and the
link with the RMF.
CS 2.2 I Manage live problem OSM
Scope: CS-wide generic problem management activities, including: (a)
interactions between ICL Pathway Duty Manager and HSH, (b)
interactions between ICL Pathway Duty Manager and PON, ©
allocation of Problem Managers, (d) recording of problems on the ICL
Pathway Problem Management Database, (c) handling of Authorised
Temporary Procedures, (f) updating of problem records as problem
resolution progresses, (g) the holding of Post Implementation Reviews,
(h) problem closure and (I) by exception, and if required, the
escalation of unresolved problems to CS management.
CS 2.3 Business continuity management. OSM
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CS 2.4 _I Manage unresolved complaint ISM
CS2.5__I Resolve business incidents ISM
CS 2.6 _I Analyse service and performance data and produce reports ISM.
CS 2.7 __I Manage and review service ISM
CS 2.8 I Develop and introduce service CSD
CS 2.9 I Manage business effectiveness and quality CSD
CS 2.10_I Manage communication with PON ISM
CS 2.11 I Manage miscellaneous requests or claims ISM
CS3 MANAGE PRE-DEFINED CHANGE
CS 3.1 Manage product reference data change OSM
CS 3.2 __I Manage outlet reference data change OSM
CS 3.3 Manage menu hierarchy change OSM
CS 3.4 __I Manage introduction of new Icons OSM
CS 3.5 Manage AP related change OSM
CS 3.6 I Manage post office outlet change ISM.
CS4 MANAGE FAST-TRACK INTRODUCTION OF SOFTAWRE
FIX OR MALL CHANGE
CS4.1 I Schedule fix or small change (includes RMF activities) SSM.
CS 4.2 I Develop fix or small change, unit test and link test. SSM
Note: This is a service provided to ICL Pathway CS by ICL Pathway
Development.
CS 4.3 I Manage release of fix or small change SSM.
CS 4.4 I Approve release of fix or small change SSM.
CS5 MANAGE RELEASE OF MAINTENANCE OR NEW
SOFTWARE RELEASE
CS 5.1 Develop maintenance or new software release, unit test and link test. SSM
Note: This is a service provided to ICL Pathway CS by ICL Pathway
Development.
CS 5.2__I Manage release of maintenance or new software release. SSM
CS 5.3 __I Approve maintenance or new software release. SSM
CS6 MANAGE THE ICL PATHWAY CS BUSINESS (General I CSD
management and admin, processes)
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5.3 Key inputs that initiate CS or CS supplier business
processes
TABLE 3
Ref. Input From process To process
InA PON operational inputs
InAl Transferred data file X2 (PON) - Operate I CS 1.1 - Operate ICL
and monitor central I Pathway central
systems systems.
InB__I PON support related inputs
InBl Telephone call to request I X4 (PON) - Support I CS 2.1 - Manage live
incident transfer the live environment I incident (HSH)
(NBSC)
InB2 I Telephone call to report an I X2 (PON) - Operate I CS 2.1 - Manage live
incident or make a complaint and monitor central I incident (HSH)
systems
In B3 Telephone call to notify cross- I X4 (PON) - Support I CS 2.2 - Manage live
domain problem the live environment I problem (ICL
(PON Problem I Pathway CS Duty
Manager) Manager)
In B4 Telephone call to notify cross- I X4 (PON) - Support} CS 2.3 - Manage
domain Major Business I the live environment I business continuity
Continuity Incident (PON Business I (ICL Pathway CS
Continuity Manager) _I Duty Manager)
In BS NBSC communicated I X4 (PON) - SupportI CS 2.4 - Manage
complaint the live environment I unresolved complaint
(NBSC) (ICL Pathway CS
SSU)
In B6 Request for ad hoc report X2 (PON) - Operate} CS 2.6 - Analyse
and monitor central I service and
systems performance data and
produce reports
InB7 I Request for ad hoc report X4 (PON) - SupportI CS 2.6 - Analyse
the live environment _I service and
performance data and
produce reports
Inc Inbound communication
InCl Approval for release to live I X6 (PON) - Manage I CS 2.10 - Manage
(response to notification of I communication communication with
planned software release) PON (ICL Pathway
CS SSU)
InC2 Counter News (drafi) X6 (PON) - Manage} CS 2.10 - Manage
communication communication with
PON (ICL Pathway
CS SSU)
InC3__I Counter News (published) X6 (PON) - Manage I CS 2.10 - Manage
communication communication with
PON (ICL Pathway
CS SSU)
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Inc4 Counter News (published) X6 (PON) - Manage I CS 2.1 - Manage live
communication incident (HSH)
InCs Request for electronic message I X6 (PON) - Manage I CS 2.10 - Manage
to be sent to specified outlets, I communication communication with
including words to be used PON (ICL Pathway
CS SSU)
InC6 I Approval for release of I X6 (PON) - Manage I CS 2.10 - Manage
electronic message to specified I communication communication with
outlets - response to ICL PON (ICL Pathway
Pathway CS request CS SSU)
InD PON pre-defined change
related inputs
InDI Not used.
In D2 Product reference data I X2 (PON) - Operate I CS 1.1 - Operate ICL
(electronic data) and monitor central I Pathway central
systems (PON I systems
RDOT)
In D3 Request for new Icon (form) XS (PON) - Initiate} CS 3.4 - Manage
pre-defined change introduction of new
(PON OSG) Icons (ICL Pathway
CS RDT)
In D4 Request for menu change I X5 (PON) - Initiate} CS 3.3 - Manage
(form) pre-defined change menu hierarchy
Note: Only applies to situations I (PON OSG) change (ICL Pathway
where a CR is not required. CS RDT)
InDS5 Request for new AP Client I XS (PON) - Initiate I CS 3.5 - Manage AP
take-on to HAPS (form) pre-defined change change via APS
Note: Only applies to situations I (PON OSG) workstation (ICL.
where a CR is not required. Pathway CS RDT)
In D6 ICL ICL Pathway CS accepted I X5 (PON) - Initiate I CS 3.5 - Manage AP
change to the AP Client I pre-defined change I change via AP
Migration Plan (movement of I (PON Horizon Client I workstation (CS AP
PON Clients from HAPS to I Migration Manager) Client Migration
ICL ICL Pathway) Manager)
Note: Only applies to situations
where a CR is not required.
In D7 Request for outlet change, e.g. I XS (PON) - Initiate I CS 3.6 - Manage post
move, closure, etc. (OBC20 I pre-defined change I office outlet change
form) (PON Network I (ICL Pathway CS
Change Authoriser) SSU)
InE PON initiated document
change (CR not required)
InEl PON initiated change to joint I X4 (PON) - Support I CS 2.8 - Develop and
documentation, e.g. Service I the live environment I introduce service
Management Framework, I (PON. Business I (relevant cs
Interface Agreement, OLA, etc. I Service Management) I Manager) or CS 2.9 -
Manage business
effectiveness and
quality (Business
Effectiveness
Manager)
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In F PON miscellaneous inputs
InFI Written complaint from PON I X2 (PON) - OperateI CS 2.4 - Manage
(received directly or via] and monitor central I unresolved complaint
another ICL Pathway I systems (any PON I (ICL Pathway CS
Directorate) - not expected, I operational manager) I SSU)
included for completeness
In F2 Ad hoc financial claim I X2 (PON) - Operate I CS 2.11 - Manage
(received directly or via I and monitor central I miscellaneous
another ICL Pathway I systems (a relevant I requests or claims
Directorate) - not expected, I PON operational I (ICL Pathway CS
included for completeness manager) MSU)
InG Outlet operational inputs
InGl Harvested data X1 (Outlet) - Operate I CS 1.1 - Operate ICL
and monitor counter I Pathway central
systems) systems
In Outlet support related inputs
InH1 Telephone call to report a fault, I X1 (Outlet) - Operate I CS 2.1 - Manage live
make a complaint or request I and monitor counter I incident (HSH)
advice and guidance systems
Int Not used
In J ICL Pathway Programme
Office ad hoc change related
inputs
InJl Approved CP to initiate change I X8_ (ICL Pathway I CS 2.8 - Develop and
within the ICL Pathway live I Programme Office) - I introduce service
environment Manage and_ initiate I (Relevant cs
ad hoc change Manager)
In J2 Approved CP specifying aIX8 (ICL Pathway I CS4 - Manage fast-
software change Programme Office) - I track introduction of
Manage and initiate I software fix or small
ad hoc change change
Ink ICL ICL Pathway
Requirements AP change
related inputs
InKI Signed Client Specification for I X10 (ICL Pathway I CS 3.5 - Manage AP
new AP client take-on (initiated I Requirements) - I change
by a PON raised CR) Define and agree
requirements for AP
change
InL Not used
InM Not used
InN Support related inputs from
ICL Pathway Development
InNI Pre-live problem X7 - MaintainI CS 2.9 - Manage
technical design business effectiveness
(ICL Pathway TDA) and qualit
Ino Not used
InP ICL Pathway Development
software release management
related inputs
InPI Pre-live PinICL specifying aI X7 - = Maintain I CS4_- Manage fast-
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software deficiency technical design (ICL I track introduction of
Pathway TDA) software fix or small
change
In P2 Developed fix or small change I ICL Pathway IICL Pathway CS
(for fast-track release) Development (via I Release Management
Note: This is a lower-level I Configuration (included within
input from ICL Pathway I Management) Process CS4)
Development which is a I (included within
component of Process CS4. Process _CS4).
In P3 Deferred PinICLs for I X7 . Maintain I CSS - Manage release
maintenance or new software I technical design of maintenance or
release. (ICL Pathway TDA) new software release
In P4 Developed software release ICL Pathway I ICL Pathway CS
Development (via I Release Management
Configuration (included within
Management) Process CSS)
(included within
Process CSS)
InQ ICL Pathway Development
pre-defined change related
inputs
InQl New Icons for CS testing and I ICL Pathway I ICL Pathway CS RDT
subsequent release (response to I Development (included in Process
CS request for new batch of I (included in Process I CS 3.4)
Tcons or new fast-track Icon) CS 3.4)
Note: This is a lower-level
input from ICL Pathway
Development which is a
component of Process CS 3.4.
In Q2 Not used.
In Q3 Notification of completion of I ICL Pathway I ICL Pathway CS RDT
ICL Pathway Development I Development (included in Process
menu change activities (included in Process I CS 3.3)
(response to PON raised CR I CS 3.3)
and subsequently impacted and
approved CP)
Note: This lower-level input
from ICL Pathway
Development is a component of
Process CS 3.3.
InR PON Client — operational
inputs
InRI Transferred data file X3 (PON Client) -} CS 1.1 - Operate ICL
Operate and monitor I Pathway central
central systems systems
InS Not used. Note: There are no
direct support related inputs to
ICL Pathway from PON
Clients. The PON NBSC acts
as an intermediary.
InT Security key management
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related inputs
InTI Cryptographic keys X11 (ICL Pathway I CS 1.1 Operate ICL
Quality Management I Pathway central
- systems
security)
InU_ I Inputs from organisations
other than ICL, PON or PON
Client
InUI Written complaint from general I X14 (General public) I CS 2.4 - Manage
public (received directly or I - Communicate with I unresolved complaint
forwarded by another ICLIICL Pathway CS] (ICL Pathway CS
Pathway Directorate). (received directly or I SSU)
forwarded by another
ICL Pathway
Directorate)
In U2 Subject access request (data I X14 (General public) I CS 2.11 - Manage
protection) - Communicate with I miscellaneous
ICL Pathway CS I requests or claims
(received directly or
forwarded by another
ICL Pathway
Directorate)
Inv Documentation
InV1 Not used
In V2 ICL Pathway documents X13 (Configuration I CS2._ - ~~ Develop,
Management) - I manage and support
Provide safe storage I the live environment
for documentation
In V3 ICL Pathway documents X13 (Configuration I CS3_ - Manage pre-
Management) - I defined change
Provide safe storage
for documentation
In V4 ICL Pathway documents X13 ~~ (Configuration I CS4 - Manage fast-
Management) - I track introduction of
Provide safe storage I software fix or small
for documentation change
In V5 ICL Pathway documents X13 (Configuration I CS5 - Manage release
Management) -I of maintenance or
Provide safe storage I new software release
for documentation
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5.4 Key outputs that complete CS or CS supplier business
processes or initiate business processes in other
organisations
TABLE 4
Ref. Output From process To process
Out A_I Operational outputs to PON
Out Al I Transferred data file CS 1.1 - Operate ICL I X2 (PON) - Operate
Pathway central I and monitor central
systems systems
OutB I Support related outputs to
PON
Out BI I Telephone call to request I CS 2.1 - Manage live I X4_ (PON) - Support
incident transfer incident (HSH) the live environment
(NBSC)
Out B2 I Telephone call to report an I CS 2.1 - Manage live I X4 (PON) - Support
incident for onward I incident (HSH) the live environment
communication to a central (NBSC)
PON organisation or a PON
Client organisation
Out B3 I Engineer visit to rectify fault I CS 2.1 - Manage live I X2 (PON) - Operate
in ICL Pathway provided PC I incident (System I and monitor central
used for file transfer Service) systems (site on which
PC resides)
Out B4 I Telephone call to notify cross- I CS 2.2 - Manage live I X4 (PON) - Support
domain problem problem (ICL Pathway I the live environment
CS Problem Manager) I (PON Duty Manager)
Out BS I Telephone call to notify cross- I CS 2.3 - Manage I X4 (PON) - Support
domain Major Business I business continuity I the live environment
Continuity Incident (ICL Pathway CS } (Duty Manager)
Business Continuity
Manager)
Out B6 I Reconciliation report (BIMSICS 2.5 - Resolve I X2 (PON) - Operate
report) business incident (ICL I and monitor central
Pathway CS MSU) systems (originator of
business incident)
Out B7 I Ad hoc report CS 2.6 - Analyse I X2 (PON) - Operate
service and I and monitor central
performance data and I systems
produce reports
Out B8 I Ad hoc report CS 2.6 - Analyse I X4 (PON) - Support
service and I the live environment
performance data and
produce reports
Out C_I Outbound communication
Out Cl I Notification of planned release I CS 2.10 - Manage I X6 (PON) - Manage
(may be combined with Out I communication with I communication
C2) PON (ICL Pathway
CS SSU
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Out C2 I Input to Counter News CS 2.10 - Manage I X6 (PON) - Manage
communication with I communication
PON (ICL Pathway
CS SSU
Out C3 I Comments on draft counter I CS 2.10 - Manage I X6 (PON) - Manage
news communication with I communication
PON (ICL Pathway
CS SSU
Out C4 I Request for electronic I CS 2.10 - Manage I X6 (PON) - Manage
message to be sent to specified I communication with I communication
outlets, including words to be I PON (ICL Pathway
used CS SSU
Out C5 I Comments on PON request for I CS 2.10 - Manage I X6 (PON) - Manage
electronic message (by I communication with I communication
exception) PON (ICL Pathway
CS SSU
Out C6 I Non-polling report (indicates I CS 2.6 - Analyse I X6 (PON) - Manage
outlets that have not yet I service and I communication
received electronic messages) I performance data and
produce reports (ICL
Pathway CS MSU)
Out D_I Not used
OutE I ICL Pathway _ initiated
document change (CR/ CP /
CCN not required)
OutEl I ICL Pathway CS initiated I CS 2.8 - Develop I X4 (PON) - Support
change to joint documentation, I service (relevant CS I the live environment
e.g. Service Management I Manager) or CS 2.9 - I (PON Business
Framework, Interface I Manage business I Service Management)
Agreement, OLA, etc. effectiveness and
quality (Business
Effectiveness
Manager)
Out F I Response to PON
miscellaneous inputs
Out Fl I Written response (to written I CS 2.4 - Manage I X2 (PON) - Operate
complaint from PON) unresolved complaint I and monitor central
systems
Out F2 I Written response (to ad hoc I CS 2.11 - Manage I X2 (PON) - Operate
financial claim) miscellaneous and monitor central
requests and claims systems
OutG I Operational outputs to
outlets
Out G1 I Downloaded data CS 1.1 - Operate ICL 1 (Outlet) - Operate
Pathway central I and monitor counter
systems systems
Out G2 I Downloaded software change I CS 1.2 - Manage I X1 (Outlet) - Operate
software distribution I and monitor counter
systems
Out G3 I Electronic message CS 1.1 - Operate ICL I X1 (Outlet) - Operate
Pathway central I and monitor counter
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systems systems
Out H I Support related outputs to
outlets
Out HI I Telephone advice and I CS 2.1 - Manage live 1 (Outlet) - Operate
guidance incident (HSH) and monitor counter
systems
Out H2 I Engineer visit to rectify I CS 2.1 - Manage live I X1 (Outlet) - Operate
hardware or LAN fault incident (System I and monitor counter
Service) systems
Out H3 I Engineer visit to make post I CS 2.1 - Manage live I X1 (Outlet) - Operate
office change (included within I incident (System I and monitor counter
incident management _ for I Service) systems
convenience)
OutI__I Not used
OutJ I Ad hoe change related
outputs to ICL Pathway
Programme Office
Out JI I Draft CP to progress I CS 2.2 - Manage live} X8 (ICL Pathway
resolution of a problem within I problem (Problem I Programme Office) -
the ICL Pathway _ live I Manager) Manage and initiate ad
environment hoc change
Out J2_ I Draft CP to progress service I CS 2.8 - Develop andI X8 (ICL Pathway
improvement introduce service I Programme Office) -
(Relevant Service I Manage and initiate ad
Manager) hoc change
Out K_I Not used
OutL_I Not used
Out M I Payment / charging related
outputs
Out MI I Remedy related payment I CS 2.6 - Analyse} X9 (ICL Pathway
instruction service and I Finance) - Process
performance data and I payment or charging
produce reports (ICL
Pathway CS MSU)
Out M2 I Charging instruction relating I CS 3.6 - Manage post I X9 (ICL Pathway
to post office change office change (ICL I Finance) - Process
Pathway CS SSU) payment or chargin;
Out M3 I New Icon charging instruction I CS 3.4 - ManageI X9 (ICL Pathway
introduction of new I Finance) - Process
Icons (ICL Pathway I payment or charging
CS RDT)
Out M4] New AP Client charging I CS 3.5 - Manage AP} X9 (ICL Pathway
instruction change (ICL Pathway I Finance) - Process
DN: Charging rules tba CS AP Manager) payment or chargin;
Out M5 I Ad hoc payment instruction CS 2.11 - Manage} X9 (ICL Pathway
miscellaneous Finance) - Process
requests or claims payment or charging
Out M6 I Business incident related I CS 2.5 - Resolve} X9 (ICL Pathway
payment instruction business incident Finance) - Process
payment or charging
OutN I Not used
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Out O_I Not used
Out PI Software release
management related outputs
to ICL Pathway
Development
Out Pl I Scheduled fix or small change. I ICL Pathway = CS I ICL Pathway
Note: This lower-level output I Release Management I Development
to ICL Pathway Development I (included within I (included within
is a component of Process I Process CS4) Process CS4)
CS4.
Out P2 I Deferred PinICLs for future I CS 4.1 Schedule fix or I X7 . Maintain
release small change technical design
(TDA)
OutQ I Pre-defined change related
outputs to ICL Pathway
Development
Out QI I Request for menu change ICL Pathway CS RDT I ICL Pathway
Note: This lower-level output I (included within I Development
to ICL Pathway Development I Process CS3) (included within
is a component of Process Process CS3)
CS3
DN: If CRs are required for
all menu changes, this input
becomes “not used”.
Out Q2 I Request for new Icon I ICL Pathway CS RDT I ICL Pathway
development (included within I Development
Note: This lower-level output I Process CS3) (included within
to ICL Pathway Development Process CS3)
is a component of Process
CS3
OutR I Operational outputs to
POCL Clients
Out RI I Transferred data file CS 1.1 - Operate ICL I X3 (PON Client) -
Pathway central I Operate and monitor
systems central systems
OutS I Support related outputs to
PON Client
Out S1 I Engineer visit to rectify fault I CS 2.1 - Manage live I X3_ (PON Client) -
in ICL Pathway provided PC I incident (System I Operate and monitor
used for file transfer Service) central systems (site
on which PC resides)
OutT I Security key management
related outputs
Out T1 I Security key query. CS 2 1 - Manage live} X11 (ICL Pathway
incident Quality Management -
security)
Out U I Outputs to organisations
other than ICL, PON or
PON Client
Out UI I Written response (to written I CS 2.4 - Manage I X14 (General public) -
complaint _from__general I unresolved complaint_I Communicate with
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public) ICL Pathway CS
Out U2 I Written response (to subject I CS 2.11 - Manage I X14 (General public) -
access request) miscellaneous Communicate with
requests and claims ICL Pathway CS
Out V__I Documentation
Out V1_I Not used
Out V2 I New or revised ICL Pathway ICS2 - — Develop, I X13. (ICL Pathway
documents manage and support I Configuration
the live environment I Management) -
Provide safe storage
for documentation
Out V3 I New or revised ICL Pathway I CS3 - Manage pre-I X13 (ICL Pathway
documents. defined change Configuration
Management) -
Provide safe storage
for documentation
Out V4 I New or revised ICL Pathway I CS4 - Manage fast-} X13 (ICL Pathway
documents. track introduction of I Configuration
software fix or small I Management) -
change Provide safe storage
for documentation
Out V5 I New or revised ICL Pathway I CSS - Manage release I X13 (ICL Pathway
documents. of maintenance or new I Configuration
software release Management) -
Provide safe storage
for documentation.
© 2000 ICL Pathway Limited
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Version: 1.0
Date: [ DATE \*
MERGEFORMAT ]
6
the live environment
Expansion of Process CS1 - Operate and monitor
CSS. Manage CS4. Manage call © C82. Develop, Call tohelp desk
rdease of fast-track help desk manage and [— patyway (HSH)
maintenance or introduction of (Pathway “®I support the live
new software scftware fixor HSH) emirorment TP or ATP. { )
rdease small change (Pathway CS)
(PatiwayCS) (Patiway CS)
A
Incidert
cs14 cst4 812
Manage software Operate Pathway Monitor Pathway
distribution central systems central systems
os13
Record changes Manally
woPathwey cantrolled
input /system
Manually central systems vecomee
controlled
input/ system
respaise CS supplier
changetrme I I Peterman dt “pt! Sten
and routine
Distributed control reperts respmse
sdftware
PATHWAY
COUNTER
SYSTEMS
—
Systen
error
InG1, Out G1,
Out G2, Out G3-
Downloaded daa/
harvested data
Ina
Manual input to
InT1- Cryptogratic ley
Transferred fle
, InD2, OutAt - PON CENTRAL
SYSTEMS
InR 4, OutR1
Transferred
file
Transferred fle
tigger release ofrevised
mend related reference dala
Manvel inpstto {Maral neato
igor release d produc leconc message Manualiycvoled
‘AP change “ reference data input/ system
via APS Manual input to trigger response
workstation: release of outlet rd ated
reference data
f
0885 888 Marage II o581 Mage I [ os32Warage I [os211Maage
Manage AP menutierarchy I I product reference outetreference ‘communication
rdated change otange daactange I I —daactange vith PON
© 2000 ICL Pathway Limited
Company In Confidence
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MERGEFORMAT ]
Process CS1 components
Ref. Name
CSI I Operate ICL Pathway central systems
CS 1.2 I Monitor ICL Pathway central systems
CS 1.3 Record changes to ICL Pathway central systems
CS 14 Manage software distribution
6.1 Process CS 1.1 - Operate ICL Pathway central systems
(including in-built software routines and automated
processes)
6.1.1 Process status
Fully implemented
6.1.2 Process overview
This process includes the key manual activities involved in the operation of the central
systems. It also includes, (a) in-built software routines and (b) calls to the HSH when
system errors are observed.
6.1.3 Process controls
TABLE 5A
Name Source
Software routines within ICL Pathway I ICL Pathway Development
central systems
ICL Pathway CS supplier procedures ICL Pathway CS supplier
6.1.4 Process records
The operate process moves data between systems. The process records are therefore
the data that is distributed within the central ICL Pathway systems and counter
systems.
6.1.5 Process measures
SLAs that relate to ICL Pathway data processing.
6.1.6 Inputs and outputs
TABLE 5B - Inputs from external processes
Ref. Name From process
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InAl Transferred file (AP data)
X2 (PON) - Operate and monitor
central systems
In D2 Transferred file (Product reference data)
2 (PON) - Operate and monitor
central systems
InG! Harvested data
X1 (Outlet) - Operate and monitor
counter systems
InRI Transferred file (AP data)
X3 (PON Client) - Operate and
monitor central systems
TABLE SC - Outputs to external processes
Ref. Name
To process
Out Al I Transferred file (EPOSS and AP data)
X2 (PON) - Operate and monitor
central systems
Out G1 I Downloaded data
X1 (Outlet) - Operate and monitor
counter systems
Out G2 I Downloaded sofiware change
X1 (Outlet) - Operate and monitor
counter systems
Out G3 I Downloaded electronic message
X1 (outlet) - Operate and monitor
counter systems
Out RI Transferred file (AP data)
X3 (PON Client) - Operate and
monitor central systems
TABLE SD - Inputs from other components of CS Process CS1
Name
From process
Distributed software
CS 14 Manage software
distribution
TABLE 5E - Outputs to other components of CS Process CSI
Name
To process
System error
CS 1.2 Monitor ICL Pathway
central systems
CS supplier operational change forms
CS 1.3 Record changes to ICL
Pathway central systems
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Version: 1.0
Date: [ DATE \*
MERGEFORMAT ]
TABLE 5F - Inputs from other CS processes
Name
From process
AP change via AP workstation
CS 3.5 - Manage AP related change
Manual input to trigger release of revised
menu related reference data to the live
environment
CS 3.3 - Manage menu hierarchy
change
Manual input to trigger release of product
related reference data to the live
environment
CS 3.1 Manage product reference
data change
Manual input to trigger release of
electronic message
CS 2.11 Manage communication
with PON
TABLE 5G - Outputs to other CS processes
Name
To process
Performance data and routine control
reports
CS 2.6 - Analyse service and
performance data and produce
reports
Call to help desk (HSH)
CS 2.1 - Manage live incident
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6.2 Process CS 1.2 - Monitor ICL Pathway central systems
6.2.1 Process status
Fully implemented.
6.2.2 Process overview
This process uses system management tools, e.g. Tivoli, to detect system errors.
Certain types of system error result in an incident being notified to the HSH.
6.2.3 Process controls
TABLE 6A
Name Source
ICL Pathway CS supplier procedures ICL Pathway CS supplier
6.2.4 Process records
Tivoli events. BMC alerts.
6.2.5 Process measures
HSH incidents that are raised as a result of a Tivoli event.
6.2.6 Inputs and outputs
TABLE 6B - Inputs from external processes
Ref. Name From process
None
TABLE 6B - Outputs to external processes
Ref. Name To process
None
TABLE 6C - Inputs from other components of CS Process CS1
Name From process
System error CS 11 Operate ICL Pathway
central systems
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TABLE 6D - Outputs to other components of CS Process CS1
Name To process
None
TABLE 6E - Inputs from other CS processes
Name From process
None
TABLE 6F - Outputs to other CS processes
Name To process
Incident notification CS 2.1 - Manage live incident
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6.3 Process CS 1.3 - Record changes to ICL Pathway central
systems
6.3.1 Process status
Fully implemented.
6.3.2 Process overview
This process is a component of the CS ICL Pathway supplier Operational Change
Process. Individual changes are proposed by the ICL Pathway CS supplier and
approved by ICL Pathway CS. Approved changes are recorded in a central location,
thereby providing an audit trail.
6.3.3 Process controls
TABLE 7A
Name Source
ICL Pathway CS supplier procedures ICL Pathway CS supplier
6.3.4 Process records
OCP forms, which have an unique reference.
6.3.5 Process measures
Instances of process failure, e.g. instances when the change needs to be regressed.
6.3.6 Inputs and outputs
TABLE 7B - Inputs from external processes
Ref. Name From process
None
TABLE 7C - Outputs to external processes
Ref. Name To process
None
TABLE 7D - Inputs from other components of CS Process CS1
Name From process
CS supplier operational change forms CS 1.1.
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TABLE 7E - Outputs to other components of CS Process CS1
Name To process
None
TABLE 7F - Inputs from other CS processes
Name From process
None
TABLE 7G - Outputs to other CS processes
Name To process
None
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6.4 Process CS 1.4 - Manage software distribution
6.4.1 Process status
Fully implemented.
6.4.2 Process overview
This process takes approved software fixes, small software changes or new software
releases and distributes them to the live environment using service management tools,
e.g. Tivoli, or other means.
6.4.3 Process controls
TABLE 8A
Name Source
ICL Pathway CS supplier procedures ICL Pathway CS supplier
6.4.4 Process records
Release notes.
6.4.5 Process measures
Distribution success rate.
6.4.6 Inputs and outputs
TABLE 8B - Inputs from external processes
Ref. ] Name From process
None
TABLE 8C - Outputs to external processes
Ref. Name To process
None
TABLE 8D - Inputs from other components of CS Process CS1
Name From process
None
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TABLE 8E - Outputs to other components of CS Process CS1
Name To process
Distributed software CS 1.1 - Operate ICL Pathway
central systems
TABLE 8F - Inputs from other CS processes
Name From process
Software fixes and small changes CS4 - Manage the introduction of
fixes for live environment software
deficiencies
Maintenance or new software CSS - Prove and manage release of
new software
TABLE 8G - Outputs to other CS processes
Name To process
None
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Version: 1.0
Date: [ DATE \*
MERGEFORMAT ]
7
support the live environment
Expansion of Process CS2 - Develop, manage and
InH1- Telephone
Out H1 - Telephone
advice and gudance
Out H3-
Engineer visit,
to make past
office change
Telephone call
Telephone S36 Manage
between NBSC cal post office outlet
ard PON between change
Cute T
and Request for
NBSC engineer resource
j<e—
nBt1/OutBt
Iaap- Teleghone call torequest pol
incident transfer
‘Out B2 - Telephone cal! to
report an incident for onward
communicaticn to a central
call fo report a fault,
mate a complaint
or request advice
ard guidance
¥
‘Out H2 Engineer
visit to rectify
hardware or
LAN fault
I
S21 Manage
live incident
e--O
In C4 Counter
ut St - Engineer
Visit to rectify
fault in Pathway
provided PC
used for
file transfer
News (published)
PON organisation or a PON
Client organisation
Telephone cali
between NBSC In B2- Telephone call to
and PON report an incident
organisation
L seo meal
CS 1.4 -Operate
Pathway central
systems
Telephone call to reps
incident
=]
or make a complaint
-
(Out B3 - Engineer visit to
Service data to CS 26
"(see nest page)
©
rect fultn Pathway
[A provided PC used for fle
rarer
Problem ‘CS4 Manage fast-
naiioation rackinte
— software fix or
AL small change
1183 / Out B4- Teepnore call
‘onottyoross-donain gs] C522 Manage I Lie PiniGLs
protiem The preblem
Out Jt - Draft CP Polertial
‘oprogress Maier
sd resolution of a Problem Problem Business
problem ndification “notification Continuity
I Incident
nifeaion
CS 23 Manage
wnB4/ Out 8S. Teer col i
L______— tenotiyeross-domain Major pel continaty
Business Continuity Incident
Business ostt
InBS- NBSC communicated continuty actions“ Operate Pathway
— complaints ng central systems
InF1 - Written comp ant
(Krenn JOuLF1-Writlen gel CS24 Manage Notifcaton of
respanse urresoned [unresolved camplait
rm conplart
InU4- Written complaint J} Problemnot fcaticn
[g- fomgeneral puttic/ Llrocs27 - see net page (a)
‘ul U2- Whitten response
Me CS25 Resolve [I~Problemnotification
Out BS - Reconciliation buniress Business incident
report (BIMS report) ——L_Ineidert_ for resolutcn
© 2000 ICL Pathway Limited
Company In Confidence
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Company In Confidence Date: [ DATE \*
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1]o<g— Out C6 - Nen-potiing report CS 26 Analyse Service data fram CS2.1
I InBT- Request for ad hoc sewce ang (see previous page)
: : report / OutB8 - ad hoc report} Performance deta
- and produce
Xa Supparttne InB6 - Request for ad hoc reports Pertarmarce (S577 omrae
eee report / OutB7 - ad hoc T daa and routine
ee report Reports, information control reperts I Patwaycentral
and stats. Systems
y Problemnotifcation
: S27 Manage wcs22 —»(n)
Routine reports t= and revew (see previous page)
sevice
InJ1 Approved CP to
CS3 Manage Response lo NBSC Service improvement initiate change within the
pre-defined communicated complaints opportunity Patiway live environment
(only applies to help desk
change
revews) 1 Out Je
ut J2-
In E1 - PON initiated change S28 Develop DraftCP to
GET] Wlointservice documentation and introduce I __ progress mf.
Ig /OULE1 - Pathway CS service service i:
initiated change to jant improvement
service documentation
Service improverent
opportunity
Problemnotfication
CS29Marage Jp—~ ©CS22(see
business Previous page) owt
effectiveness and Remedy
InN1-Prelive protien ——tmI quailty (CS4~- Manage the vaaee
introdiotion of "
foes for ine Payne
Out C1 - Naification of Interactions my oe ee instruction
planned release / in C1 - sdtware
‘Approval for release to live ddiciencies
- ‘Out C2- Input to Counter Trigger torelease
jaa News / In CS - Courter News — pol I—. °
(oon) electronic message =
‘Out C3 - Comments on draft CS1.1- Operate
lg counter news /InC3- Pathway central
Counter News (published) CS2.10Manage systems
communication Problem
InC5- Request for electronic with PON notification to CS 22
message to be sert to (see previous page)
specified outlets / OutC -
Commerts on PON request. >}
for electronic message (by
exception) ie
Out C4 - Request for ao
electronic message tobe sent oe
to specified outiets / In C6 - Ghent)
Approval for release of
electronic message to specific
outlets
£
InU2/Out U2- Subject 7
‘access request /response
InF2- Ad hoc financial claim
(Out F2 - Written response
S211 Manage
miscellaneous
M6— pom
‘Out M5 - Ad hoe
requests or clams I-—,
paymentinstruction 3]
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Company In
Confidence
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CS2 components
Ref. Name
CS 2.1 Manage live incident
CS 2.2 I Manage live problem
CS 2.3 Manage business continuity
CS 2.4 I Manage unresolved complaint
CS 2.5 I Resolve business incident
CS 2.6 I Analyse service and performance data and produce reports
CS 2.7 I Manage and review service
CS 2.8 I Develop and introduce service
CS 2.9 Manage business effectiveness and quality
CS 2.10 I Manage communication with PON
CS 2.11 I Manage miscellaneous requests or claims
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71
WAAL
7.1.2
Process CS 2.1 - Manage live incident
Summary information is provided below. Ref. [2] defines the internal workings of
process CS 2.1.
Process status
Fully implemented.
Process overview
This process has well-defined links with the PON Incident Management process. ICL
Pathway CS and PON have agreed cross-domain procedures which facilitate the
transfer of incidents between the two organisations.
Incidents are raised by the HSH in response to valid telephone calls. Some ICL
Pathway CS or ICL Pathway CS supplier organisations can raise incidents directly on
the HSH systems without needing to use the telephone. Incidents are resolved by the
HSH or routed to the appropriate expert domain. Appropriate incidents are transferred
between the PON help desk (the NBSC) and the ICL Pathway help desk (the HSH) in
both directions. Some incidents may result in a software fix, which if urgent is
released to the live environment by the fast-track release process. Otherwise, the fix is
deferred to a future software release.
TPs may be used to contain a situation while a fix is developed and implemented.
TPs that affect the PON business processes are authorised via Problem Management.
Service data is provided by the incident management process to facilitate analysis and
reporting.
The incident management process provides triggers to Problem Management,
Business Continuity Management, Unresolved Complaint Management and Business
Incident Resolution.
Difficulties in resolving incidents may be escalated up the HSH management chain or
the expert domain management chain.
7.1.3 Process controls
TABLE 9A
Name Source
ICL Pathway / PON Interface Agreement I ICL Pathway CS
for the NBSC and HSH Interface
CS supplier procedures (help desks, first I ICL Pathway CS supplier
line support, second line support, network
support)
ICL Pathway CS incident management I ICL Pathway CS
procedures (third line software support)
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7.1.4 Process records
PowerHelp records. Live PinICL records.
All incidents are given an unique reference and recorded on a central database
(PowerHelp), which is maintained by the HSH and updated as incident resolution is
progressed. Incidents that are transferred between the ICL Pathway help desk (HSH)
and the PON help desk (NBSC) are cross-referred.
Incidents that require the involvement of third-line software support (SSC) are copied
to a database maintained by ICL Pathway (PinICL). Records on PinICL are cross-
referred to the original PowerHelp incident reference, i.e. the two systems are locked
together.
7.1.5 Process measures
SLAs that relate to the time to resolve incidents.
The contract between ICL Pathway and PON includes a number of SLAs. The
performance of the incident management process is monitored on an ongoing basis
using the SLAs as measures. Non-conformance against SLAs is reported to ICL
Pathway CS Management and relevant service reviews.
7.1.6 Inputs and outputs
TABLE 9B - Inputs from external processes
Ref. Name From process
InBl Telephone call to request incident transfer I X4 (PON) - Support the live
environment
In B2 Telephone call to report incident or make I X2 (PON) - Operate and monitor
complaint central systems
InC4 Counter News (published) X6 (PON) - Manage.
communication
In HI Telephone call to report a fault, make a I X1 (Outlet) - Operate and monitor
complaint or request advice and guidance the counter systems
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TABLE 9C - Outputs to external processes
Ref. Name To process
Out BI I Telephone call to request incident transfer I X4 (PON) - Support the live
environment (NBSC)
OutB2 I Telephone call to report incident for I X4 (PON) - Support the live
onward communication to a central PON I environment (NBSC)
organisation or a PON Client organisation
Out B3 I Engineer visit to rectify fault in ICL I X2 (PON) - Operate and monitor
Pathway provided PC used for file transfer I central systems
Out HI I Telephone advice and guidance X1 (Outlet) - Operate and monitor
the counter systems
Out H2 I Engineer visit to rectify hardware or LAN I X1 (Outlet) - Operate and monitor
fault the counter systems
Out H3 I Engineer visit to make post office change I X1 (Outlet) - Operate and monitor
(included with Incident Management for I the counter systems
convenience)
Out SI Engineer visit to rectify fault in ICL I X3 (PON Client) - Operate and
Pathway provided PC used for file transfer
monitor central systems
TABLE 9D - Inputs from other components of CS Process CS2
Name
From process
Authorised Temporary Procedure
CS 2.2 - Manage live problem
TABLE 9E - Outputs to other components of CS Process CS2
Name
To process
Problem notification
CS 2.2 - Manage live problem
Potential Major Business ContinuityI CS 2.3 - Manage _ business
Incident notification continuity
Notification of unresolved complaint CS 2.4 - Manage unresolved
complaint
Business incident for resolution
CS 2.5 - Resolve business incidents
Service data
CS 2.6 - Analyse service and
performance data and _ produce
reports
© 2000 ICL Pathway Limited
Company In Confidence
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ICL Pathway Customer Service Process Manual Ref:
Company In Confidence
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Version: 1.0
Date: [ DATE \*
MERGEFORMAT ]
TABLE 9F - Inputs from other CS processes
Name
From process
Telephone call to report incident
CS 1.1 - Operate ICL Pathway
central systems
New incident (knock-on effect caused
by fix or change)
CS 4.3 - Manage release of fix or
small change
TABLE 9G - Outputs to other CS processes
Name
To process
TP (Temporary Procedure)
CS 1.1 - Operate ICL Pathway
central systems
ATP (Authorised Temporary Procedure)
CS 1.1 - Operate ICL Pathway
central systems
Live PinICL specifying a software
deficiency
CS 4.1 Schedule fix or small
change (includes RMF activities)
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7.2
7.21
7.2.2
7.2.3
Process CS 2.2 - Manage live problem
Summary information is provided below. Ref. [3] defines the internal workings of
process CS 2.2.
Process status
Fully implemented.
Process overview
This process has well-defined links with the PON Problem Management process. ICL
Pathway CS and PON have agreed cross-domain procedures which facilitate the
notification of problems between the two organisations.
This process receives problem notifications from ICL Pathway CS organisations,
specified ICL Pathway CS supplier organisations and PON Problem Managers.
Problems are recorded on a ICL Pathway CS maintained database and progressed to
resolution under the direction of the Problem Manager.
Problems that affect both ICL Pathway CS and PON are referred to as “cross-domain
problems”. Cross-domain problems that are notified to ICL Pathway CS by PON are
added to the ICL Pathway CS database and cross-referred to the PON problem
reference. PON operate a similar approach for cross-domain problems notified by
ICL Pathway CS.
Process CS 2.2 also handles the authorisation of TPs that affect the PON business
processes and when appropriate raises a draft CP to progress problem resolution.
Difficulties in resolving problems may be escalated up the ICL Pathway CS
management chain and, if necessary, to other ICL Pathway or PON authorities.
Process records
Problem records. Problems that occur in the live environment are given an unique
reference and recorded on a central database, which is maintained by ICL Pathway
cs.
7.2.4 Process measures
The time between the opening and closing of a problem provides a measure of the
performance of the problem management process.
7.2.5 Process controls
TABLE 10A
Name Source
ICL Pathway / PON Interface Agreement I ICL Pathway CS
for problem management
ICL Pathway CS problem management I ICL Pathway CS
procedures
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7.2.6 Inputs and outputs
TABLE 10B - Inputs from external processes
Ref. Name From process
In B3 Telephone call to notify cross-domain I X4 (PON) - Support the live
problem environment
TABLE 10C - Outputs to external processes
Ref. Name To process
Out B4 I Telephone call to notify cross-domain I X4 (PON) - Support the live
problem environment
Out JI Draft CP to progress resolution of a} X8 (ICL Pathway Programme
problem Office) - Manage and initiate ad
hoc change
TABLE 10D - Inputs from other components of CS Process CS2
Name From process
Problem notification CS 2.1 - Manage live incident
Problem notification CS 2.3. - Manage business
continuity
Problem notification CS 2.4 - Manage unresolved
complaint
Problem notification CS 2.5 - Resolve business incident
Problem notification CS 2.6 - Analyse service and
performance data and produce
reports
Problem notification CS 2.7 - Manage and review
service
Problem notification CS 2.9 - Manage _ business
effectiveness and quality
Problem notification CS 2.10 - Manage communication
with PON
Problem notification CS 2.11 - Manage miscellaneous
requests or claims
TABLE 10E - Outputs to other components of CS Process CS2
Name To process
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ATP (Authorised Temporary Procedure) CS 2.1 - Manage live incident
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TABLE 10F - Inputs from other CS processes
Name From process
None
TABLE 10G - Outputs to other CS processes
Name To process
None
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7.3
7.3.1
7.3.2
7.3.3
7.3.4
7.3.5
Process CS 2.3 - Manage business continuity
Summary information is provided below. Ref. [4] defines the internal workings of
process CS 2.3.
Process status
Fully implemented.
Process overview
This process has well-defined links with the PON Business Continuity Management
process. ICL Pathway CS and PON have agreed cross-domain procedures which
facilitate the notification of MBCIs between the two organisations
Process CS 2.3 applies approved and tested business continuity plans in response to
notified MBCIs. If plans are not available, e.g. because an unexpected event has
occurred, the ICL Pathway CS Business Continuity Manager convenes necessary
meetings to agree a way forward. Problems are raised if an underlying cause is
suspected.
Difficulties in resolving MBCIs may be escalated up the ICL Pathway CS
management chain and, if necessary, to other ICL Pathway and / or PON authorities.
Process records
MBCI records. MBCIs that occur in the live environment are given an unique
reference and recorded on a central database, which is maintained by ICL Pathway
cs.
Process measures
Conformance to business continuity plans.
Process controls
TABLE 11A
Name Source
Business continuity plans ICL Pathway CS
ICL Pathway CS business continuity I ICL Pathway CS
procedures
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7.3.6 Inputs and outputs
TABLE 11B - Inputs from external processes
Ref. Name From process
In B4 Telephone call to notify cross-domain I X4 (PON) - Support the live
Major Business Continuity Incident environment
TABLE 11C - Outputs to external processes
Ref. Name To process
OutB5 I Telephone call to notify cross-domain I X4 (PON) - Support the live
Major Business Continuity Incident environment
TABLE 11D - Inputs from other components of CS Process CS2
Name From process
Potential Major Business Continuity I CS 2.1 - Manage live incident
Incident notification
TABLE IIE - Outputs to other components of CS Process CS2
Name To process
Problem notification
CS 2.2 - Manage live problem
TABLE 11F - Inputs from other CS processes
Name
From process
None
TABLE 11G - Outputs to other CS processes
Name
To process
Business continuity actions
cs 1
central systems
- Operate ICL Pathway
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7.4 Process CS 2.4 - Manage unresolved complaint
Summary information is provided below. Ref. [5] defines the internal workings of
process CS 2.4.
7.4.1 Process status
Recently introduced.
7.4.2 Process overview
Wherever possible, complaints that are received via the telephone, to either the PON
help desk (the NBSC) or the ICL Pathway help desk (the HSH), are resolved within
incident management (process CS 2.1), i.e. incident raised, complaint addressed,
incident closed.
Complaints that cannot be resolved by the HSH are passed to process CS 2.4. In
addition, (a) complaints received by the NBSC that require a response from ICL
Pathway, are passed to process CS 2.4 and (b) all written complaints received by ICL
Pathway CS or its suppliers are passed to CS 2.4.
Process CS 2.4 resolves complaints. A problem is raised if an underlying cause is
suspected. Complaints are escalated within ICL Pathway CS if they cannot be
resolved in a timely manner. If a complaint cannot be resolved by ICL Pathway CS it
is escalated to a higher authority.
7.4.3 Process controls
TABLE 12A
Name Source
ICL Pathway CS complaint procedures ICL Pathway CS
7.4.4 Process records
Complaint record. Complaints received by process CS 2.4 carry an unique reference
and are recorded on a central database, which is maintained by ICL Pathway CS.
7.4.5 Process measurements
Complaint resolution time.
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7.4.6 Inputs and outputs
TABLE 12B - Inputs from external processes
Ref. Name From process
In BS NBSC communicated complaint X4 (PON) - Support the live
environment
In Fl Written complaint from PON X2 (PON) - Operate and monitor
central systems
InUI Written complaint form general public X14 - General public (received
directly or forwarded by another
ICL Pathway Directorate)
TABLE 12C - Outputs to external processes
Ref. Name To process
Out F1 I Written response (to written complaint I X2 (PON) - Operate and monitor
from PON) central systems
Out U2 I Written response (to written complaint I X14 - General public (received
from general public)
directly or forwarded by another
ICL Pathway Directorate)
TABLE 12D - Inputs from other components of C:
S Process CS2
Name
From process
Notification of unresolved complaint
CS 2.1 - manage live incident
TABLE 12E - Outputs to other components of CS
Process CS2
Name
To process
Problem notification
CS 2.2 - Manage live problem
Response to NBSC communicated
complaints (only applies to help desk
reviews)
CS 2.7
service
- Manage and review
TABLE
12F - Inputs from other CS processes
Name
From process
None
TABLE 12G - Outputs to other CS processes
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Name To process
None
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7.5 Process CS 2.5 - Resolve business incident
7.5.1 Process status
Establish with improvements under review.
7.5.2 Process overview
The resolution of business incidents is tightly linked to the ICL Pathway CS incident
management (process CS 2.1). Process CS 2.1 passes business incidents (a special
type of incident) to process CS 2.5, where they are resolved. A special report (BIMS
report) is used to notify PON on the progress, clearance and closure of business
incident resolution.
A problem is raised if an underlying cause is suspected.
Some business incidents may have financial implications, i.e. necessitate a payment to
PON
7.5.3 Process controls
TABLE 13A
Name Source
ICL Pathway CS procedures ICL Pathway CS
7.5.4 Process records
BIMS record. Each business incident is given an unique reference and recorded on a
central database (BIMS), which is maintained by ICL Pathway CS. BIMS incidents
are cross-referred to the PowerHelp incident which is raised in process CS 2.1.
7.5.5 Process measures
SLA relating to the resolution time of business incidents.
7.5.6 Inputs and outputs
TABLE 13B - Inputs from external processes
Ref. Name From process
None
TABLE 13C - Outputs to external processes
Ref. Name To process
Out B6 I Reconciliation report (BIMS report) X2. (PON) - Operate and monitor
central systems
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TABLE 13D - Inputs from other components of CS Process CS2
Name From process
Business incident for resolution CS 2.1 - Manage live incident
TABLE 13E - Outputs to other components of CS Process CS2
Name To process
Problem notification CS 2.2 - Manage live problem
TABLE 13F - Inputs from other CS processes
Name From process
None
TABLE 13G - Outputs to other CS processes
Name To process
OutM6 I Business incident related payment I X9 (ICL Pathway Finance) -
instruction Process payment or charging
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7.6 Process CS 2.6 - Analyse service and performance data
and produce reports
7.6.1 Process status
Fully implemented.
7.6.2 Process overview
This process takes service data from the ICL Pathway support processes and
performance data from the ICL Pathway operational processes. This data is used to
prepare statistics. and reports. Reports are provided to various ICL Pathway CS and
PON organisations. Outputs from this process support service reviews.
A problem is raised if an underlying cause is suspected.
Ad hoc reports are produced on request in accordance with contractual requirements.
7.6.3 Process controls
TABLE 14A
Name Source
ICL Pathway CS procedures ICL Pathway CS
7.6.4 Process records
Data recorded in the ICL Pathway Data Warehouse. The reports produced by process
CS 2.6 provide a record of the analysis findings.
7.6.5 Process measures
Timely production of reports. Accuracy of reports.
7.6.6 Inputs and outputs
TABLE 14B - Inputs from external processes
Ref. Name From process
In B6 Request for ad hoc report X2 (PON) - Operate and monitor
central systems
In B7 Request for ad hoc report X4 (PON) - Support the live
environment
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TABLE I4C - Outputs to external processes
Ref. Name To process
Out B7 I Ad hoc report X2 (PON) - Operate and monitor
central systems
Out B8_ I Ad hoc report X4 (PON) - Support the live
environment
Out C6 I Non-polling report (indicates outlets that IX6 (PON) - Manage
have not yet received electronic messages) I communication
Out M1_I Remedy related payment instruction X9. Process payment or
charging (ICL Pathway Finance)
TABLE 14D - Inputs from other components of CS Process CS2
Name From process
Service data CS 2.1 - Manage live incident
TABLE I4E - Outputs to other components of CS Process CS2
Name To process
Problem notification CS 2.2 - Manage live problem
Reports, information and stats. CS 2.7 Manage and review service.
TABLE I4F - Inputs from other CS processes
Name From process
Performance data and routine control I CS 1.1 - Operate ICL Pathway
reports central systems
TABLE 14G - Outputs to other CS processes
Name To process
None
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7.7 Process CS 2.7 - Manage and review service
7.7.1 Process status
Some aspects fully implemented. Others under development.
7.7.2 Process overview
Reviews are held for each of the key services provided by ICL Pathway CS. The
reviews are supported by reports, information and statistics provided by process CS
2.6. Other ICL Pathway CS processes and / or PON processes may provide specialist
reports to service reviews, e.g. CS3 - Manage pre-defined change (reference data).
Service reviews have an allocated chairman who prepares an agenda and produces
minutes. Actions are allocated at service reviews and reviewed at subsequent reviews.
Some service reviews include additional activities, e.g. agreement of business incident
closure.
Attendees at customer focused service reviews include relevant people from ICL
Pathway CS and PON. Attendees at supplier focused service reviews include relevant
people from ICL Pathway CS and supplier organisations.
Service reviews may identify suspected problems or service improvement
opportunities.
7.7.3 Process controls
TABLE 15A
Name Source
Service reviews chaired by PON PON generated agendas, actions
and minutes.
Service reviews chaired by ICL Pathway I ICL Pathway CS __ generated
cs agendas, actions and minutes.
7.7.4 Process records
Service review minutes and action lists.
7.7.5 Process measurements
Frequency of reviews. Attendance at reviews. Problems raised. Service
improvements identified.
7.7.6 Inputs and outputs
TABLE 15B - Inputs from external processes
Ref. Name From process
None
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TABLE I5C - Outputs to external processes
Ref. Name To process
None
TABLE 15D - Inputs from other components of CS Process CS2
Name From process
Response to NBSC communicated} CS 2.4 Manage — unresolved
complaints (only applies to help desk I complaint
reviews)
Reports, information and stats. CS 2.6 Analyse service and
performance data and produce
reports
TABLE I5E - Outputs to other components of CS Process CS2
Name To process
Problem notification CS 2.2 - Manage live problem
Service improvement opportunity CS 2.7 Manage and review service
TABLE 15F - Inputs from other CS processes
Name From process
Routine reports CS3. Manage pre-defined change
TABLE 15G - Outputs to other CS processes
Name To process
None
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7.8
7.8.1
7.8.2
7.8.3
Process CS 2.8 - Develop and introduce service
Process status
Some aspects implemented. Others under development, e.g. the integration of service
improvement opportunities.
Process overview
This process progresses the development of changes to the ICL Pathway CS provided
services and their introduction. Service improvement opportunities are provided by
process CS 2.7 - Manage service review and CS 2.9 - Manage business effectiveness
and quality.
CPs are used to initiate ICL Pathway sponsored changes. CRs are used to sponsor
PON sponsored changes.
Process CS 2.8 also includes
(a) the production of business continuity plans and any subsequent changes.
(b) the production of ICL Pathway CS / PON jointly agreed, service related,
documents e.g. OLAs, Interface Agreements, Service Management Framework,
etc., and any subsequent changes. Whether or not a CP is required for changes to
jointly agreed documents is determined on a case by case basis - see Ref.1.
Process controls
TABLE 16A
Name Source
Service development plans and procedures I ICL Pathway CS
Service introduction plans and procedures I ICL Pathway CS
Ad hoc change procedures for CRs, CPs, I ICL Pathway Programme Office
CCNs, ete.
7.8.4 Process records
7.8.5
tba.
Process measures
tba.
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7.8.6 Inputs and outputs
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TABLE 16B - Inputs from external processes
Ref. Name From process
InEl PON initiated change to joint service IX4 (PON) Support the live
documentation environment
InJl Approved CP to initiate change within the I X8 (ICL Pathway Programme
ICL Pathway live environment Office) Manage and initiate ad hoc
change
TABLE 16C - Outputs to external processes
Ref. Name To process
Out El I ICL Pathway CS initiated change to joint I X4 (PON) Support the _ live
service documentation environment
OutJ2 I Draft CP to progress service I X8 = (ICL Pathway Programme
improvement Office) Manage and initiate ad hoc
change
TABLE 16D - Inputs from other components of CS Process CS2
Name From process
Service improvement opportunity CS 2.7 Manage and review service
Service improvement opportunity cS) (2.9 Manage business
effectiveness and quality
TABLE 16E - Outputs to other components of CS Process CS2
Name To process
None
TABLE 16F - Inputs from other CS processes
Name From process
None
TABLE 16G - Outputs to other CS processes
Name To process
None
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7.9 Process CS 2.9 - Manage business effectiveness and
quality
7.9.1 Process status
Some aspects implemented. Others under development, e.g. process auditing, pre-live
problem link with ICL Pathway Development.
7.9.2 Process overview
The management of business effectiveness includes the production and maintenance
of process and policy definitions. These provide a framework for the development
and maintenance of ICL Pathway CS operational procedures.
In addition, where appropriate, “standalone” process and policy definitions are
produced to support problem management and / or service improvement activities.
Process CS 2.9 also acts as a link with ICL Pathway Development for the
communication of “pre-live problems” that are discovered during the development of
system architecture or new software.
It is planned to add a process auditing service in the future, which can be “called-off”
when required. This will provide additional inputs into problem management and
service improvement.
7.9.3 Process controls
TABLE I7A
Name Source
ICL Pathway CS Level 3 Plan ICL Pathway CS
BET procedures ICL Pathway CS
7.9.4 Process records
Published process and policy definitions. Process project control sheets, which define
the project, business case, sponsor, progress etc. for each BET project.
7.9.5 Process measures
Number of process projects. Duration of process projects. Project sponsor feedback
(under development).
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7.9.6 Inputs and outputs
TABLE 17B - Inputs from external processes
Ref. Name From process
InEl PON initiated change to joint service IX4 (PON) Support the _ live
documentation environment
InNl Pre-live problem X7 . (ICL Pathway TDA) Define,
agree, design and develop new
software
TABLE 17C - Outputs to external processes
Ref. Name To process
Out El I ICL Pathway CS initiated change to joint I X4 (PON) Support the live
service documentation environment
TABLE 17D - Inputs from other components of CS Process CS2
Name From process
None
TABLE 17E - Outputs to other components of CS Process CS2
Name
To process
Problem notification
CS 2.2 - Manage live problem
TABLE 17F - Inputs from other CS processes
Name
From process
None
TABLE 17G - Outputs to other CS processes
Name
To process
None
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7.10 Process CS 2.10 - Manage communication with PON
7.10.1 Process status
Under development.
7.10.2 Process overview
This process, when fully implemented, will integrate:
(a) interactions associated with the notification to PON of planned software releases;
(b) interactions associated with Counter News that occur between ICL Pathway CS
and PON.
(c) interactions associated with definition and authorisation of electronic messages
that occur between ICL Pathway CS and PON.
(d) interactions associated with the delivery or non-delivery of electronic messages to
post office outlets.
Wherever possible, a “single-point-of-contact” will be used at the interface between
ICL Pathway CS and PON.
The single-point-of-contact will communicate with relevant ICL Pathway
organisations to:
(a) obtain information for onward routing to PON;
(b) distribute information received from PON;
(c) trigger charging associated with the delivery of electronic messages to post office
outlets.
7.10.3 Process controls
TABLE 18A
Name Source
ICL Pathway CS procedures ICL Pathway CS
7.10.4 Process records
Counter News. Electronic messages.
7.10.5 Process measures
Message delivery failure rates, e.g. percentage of messages not received at post office
outlets. Timeliness of inputs to Counter News and response to draft Counter News.
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7.10.6 Inputs and outputs
TABLE 18B - Inputs from external processes
Ref. Name From process
InCl Approval for release to live - response to I X6 (PON) - Manage
notification of planned software release communication
In C2 Counter News (draft) X6 (PON) - Manage
communication
In C3 Counter News (published) X6 (PON) - Manage
communication
InCs Request for electronic message to be sent to I X6 (PON) - Manage
specified outlets, including words to be I communication
used
In C6 Approval for release of electronic message I X6 (PON) - Manage
to specified outlets - response to ICL I communication
Pathway CS request
TABLE 18C - Outputs to external processes
Ref. Name To process
Out Cl Notification of planned release X6 (PON) - Manage
(may be combined with Out C2) communication
Out C2 I Input to Counter News X6 (PON) - Manage
communication
Out C3 I Comments on draft counter news X6 (PON) - Manage
communication
Out C4 I Request for electronic message to be sent to I X6 (PON) - Manage
specified outlets, including words to be I communication
used
Out C5 I Comments on PON request for electronic I X6 (PON) - Manage
message (by exception) communication
TABLE 18D - Inputs from other components of CS Process CS2
Name From process
None
TABLE 18E - Outputs to other components of CS Process CS2
Name To process
Problem notification CS 2.2 - Manage live problem
TABLE 18F - Inputs from other CS processes
Name From process
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TABLE 18G - Outputs to other CS processes
Name To process
Trigger to release electronic message CS 1.1 - Operate ICL Pathway
central systems
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7.11 Process CS 2.11 - Manage miscellaneous requests or
claims
7.11.1 Process status
Process agreed in principle but has never needed to be used. Process definition under
review.
7.11.2 Process overview
This process is included for completeness and handles any ad hoc claims or queries.
None are expected but the following two possible situations have been identified.
(a) PON could submit an ad hoc financial claim, which would probably require
investigation and a commercial decision.
(b) Members of the public could make a “subject access request” a component of the
data protection act.
7.11.3 Process controls
TABLE 19A
Name Source
Data protection - CS procedures ICL Pathway CS
Ad hoc financial claim - CS policy ICL Pathway CS
7.11.4 Inputs and outputs
TABLE 19B - Inputs from external processes
Ref. Name From process
In F2 Ad hoc financial claim X2 (PON) - Operate and monitor
central systems
In U2 Subject access request X14 (Organisations other than ICL
Pathway, PON or PON Client, e.g.
general public) - Communicate
with ICL Pathway CS
TABLE 19C - Outputs to external processes
Ref. Name
To process
Out MS I Ad hoc payment instruction
X9 (ICL Pathway Finance) -
Process payment or charging
Out U2 I Response to Subject access request
X14 (Organisations other than ICL
Pathway, PON or PON Client, e.g.
general public) - Communicate
with ICL Pathway CS
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TABLE 19D - Inputs from other components of CS Process CS2
Name From process
None
TABLE 19E - Outputs to other components of CS Process CS2
Name To process
Problem notification CS 2.2 - Manage live problem
TABLE 19F - Inputs from other CS processes
Name From process
None
TABLE 19G - Outputs to other CS processes
Name To process
None
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8
8.1
8.1.1
8.1.2
Expansion of Process CS3 - Manage pre-defined
change
Process CS3 components
Ref, Name
CS 3.1 Manage change to product reference data
CS 3.2 Manage change to outlet reference data
CS 3.3 Manage menu hierarchy change
CS 3.4 I Manage introduction of new Icons
CS 3.5 Manage AP related change
CS 3.6 I Manage post office outlet change
Process CS 3.1 - Manage change to product reference data
Summary information is provided below. [Ref. 6, 8 and 9] provide additional
information relating to changes to product reference data.
Process status
Fully established.
Process overview
Reference data falls into two main groups, i.e. product and outlet. This section
considers product reference data. Changes to product reference data are considered to
be Operational Business Changes and as such do not require a CR to be raised by
PON.
Product reference data changes may be basic or advance. Advance change relates to
situations where ICL Pathway needs to perform some activities before the product
reference data is implemented, e.g. the introduction of a new product, which needs a
new button. Basic change relates to situations where ICL Pathway CS can implement
the change without prior notice.
Advance change is notified to ICL Pathway CS via an OBC form. This triggers the
activities that need to be carried out before the reference data is released to live.
Advance change is verified and authorised by PON before release.
Basic changes may be pure or high risk. Pure data has a low potential impact on the
PON business and is therefore released to the live environment without PON
verification.
High risk changes have the potential to significantly impact the PON business if there
are errors. Therefore, high risk data is verified and authorised by PON before release
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to the live environment. Any errors that are identified during verification are recorded
and resolved in conjunction with PON reference data authorities.
During the verification of high risk data PON has the option to set an “alert flag”. The
ICL Pathway CS RDT monitor reference data files more closely if the alert flag is set.
The RDT alerts PON if: (a) the data is scheduled for distribution the night before “the
reference data start date” AND (b) system difficulties prevent the data being
distributed. Sending the data out the night before it goes live is exceptional but this
could occur if PON provided the reference data late.
Reference data is normally
distributed well before the reference data start date, which in normal circumstances
provides contingency against system difficulties.
8.1.3 Process controls
TABLE 20A
Name Source
ICL Pathway RDT procedures ICL Pathway CS
In-built RDMS sofiware routines ICL Pathway Development
ICL Pathway / PON OLAs PON
ICL Pathway / PON Interface agreement ICL Pathway CS
8.1.4 Process records
Reference data. PinICLs detailing verification / validation errors.
8.1.5 Process measures
Reference data delivery times.
8.1.6 Inputs and outputs
TABLE 20B - Inputs from external processes
Ref. Name From process
InDI Request for product reference data change I XS (PON) - Initiate pre-defined
(form) change (PON OSG)
TABLE 20C - Outputs to external processes
Ref. Name To process
None
TABLE 20D - Inputs from other components of CS Process CS3
Name From process
None
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TABLE 20E - Outputs to other components of CS Process CS3
Name To process
None
TABLE 20F - Inputs from other CS processes
Name From process
None
TABLE 20G - Outputs to other CS processes
Name To process
Manual input to trigger release of product I CS 1.1 Operate ICL Pathway
related reference data central systems
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8.2
8.2.1
8.2.2
8.2.3
8.2.4
8.2.5
8.2.6
Process CS 3.2 - Manage change to outlet reference data
Summary information is provided below. [Ref. 7] provides additional information
relating to changes to outlet reference data.
Process status
Fully established.
Process overview
Reference data falls into two main groups, i.e. product and outlet. This section
considers outlet reference data. Changes to outlet reference data are considered to be
Operational Business Changes and as such do not require a CR to be raised by PON.
Outlet reference data changes may be basic or advance. Advance outlet change
involves physical changes in post office outlets, e.g. post office move (see section on
post office outlet change for further information). The timing of the physical change
and the reference data are linked.
There are two types of electronic outlet reference data. Outlet and Help Desk. The
outlet reference data is authorised by PON before release to the live environment.
Help desk reference data is released to the live environment without authorisation.
Both outlet and help desk reference data are distributed to outlets. Distinguishing
between help desk reference data files and outlet reference data files supports the long
term strategy of linking the RDMS system with the incident management systems.
Process controls
TABLE 20A
Name Source
ICL Pathway RDT procedures ICL Pathway CS
In-built RDMS sofiware routines ICL Pathway Development
ICL Pathway / PON Interface agreement ICL Pathway CS
Process records
Reference data. OBC 22 forms. OBC 24 forms.
Process measures
Reference data delivery times.
Inputs and outputs
TABLE 20B - Inputs from external processes
Ref. Name From process
InDI Request for product reference data change I XS (PON) - Initiate pre-defined
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I [ (form) I change (PON OSG)
TABLE 20C - Outputs to external processes
Ref. Name To process
None
TABLE 20D - Inputs from other components of CS Process CS3
Name From process
None
TABLE 20E - Outputs to other components of CS Process CS3
Name To process
None
TABLE 20F - Inputs from other CS processes
Name From process
None
TABLE 20G - Outputs to other CS processes
Name To process
Manual input to trigger release of product I CS 1.1 Operate ICL Pathway
related reference data central systems
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8.3 Process CS 3.3 - Manage menu hierarchy change
8.3.1 Process status
This process is currently being reviewed because it has become apparent that it is
possible for PON to request a change to the menu hierarchy via an OBC 2 form(CR
not required), which could adversely affect the theoretical counter timings and result
in ICL Pathway failing to meet its commercial obligations. In the short term ICL
Pathway Commercial will advise on which process is used. There are two choices:
(a) PON raise a CR and the menu change is treated as an ad hoc change. If this route
is chosen it is likely that the CR raised by PON would be fast-tracked and that the
CR would be impacted by the ICL Pathway CS counter timing authorities;
(b) PON relax the contractual constraints to remove the current conflict between the
PON / ICL Pathway contract and the PON / ICL Pathway operational procedures,
thereby ensuring that ICL Pathway cannot be penalised as a result of implementing
a PON requested menu hierarchy change.
8.3.2 Process overview
To be confirmed.
8.3.3 Process controls
TABLE 21A
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ICL Pathway CS procedures ICL Pathway CS
ICL Pathway Development procedures I ICL Pathway Development
(suppliers of menu hierarchy reference data
change)
8.3.4 Process records
To be confirmed.
8.3.5 Process measures
To be confirmed.
8.3.6 Inputs and outputs
TABLE 21B - Inputs from external processes
Ref. Name From process
In D4 Request for menu change (form) X5 (PON) - Initiate pre-defined
change
TABLE 21C - Outputs to external processes
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Ref. Name To process
None
TABLE 21D - Inputs from other components of CS Process CS3
Name From process
None
TABLE 21E - Outputs to other components of CS Process CS3
Name To process
None
TABLE 21F - Inputs from other CS processes
Name From process
None
TABLE 21G - Outputs to other CS processes
Name To process
Manual input to trigger release of revised I CS 1.1 - Operate ICL Pathway
menu related reference data central systems
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8.4 Process CS 3.4 - Manage introduction of new Icons
8.4.1 Process status
The way new Icons are progressed is currently being re-defined. It is proposed that
the revised new Icon delivery service will be chargeable. Two delivery routes are
proposed, i.e. fast-track and a normal.
Icon changes prior to the agreement of the new service will follow an agreed interim
procedure, which is considered to be outside the scope of this document.
8.4.2 Process overview
To be confirmed.
8.4.3 Process controls
TABLE 21A
Name
Icon service description ICL Pathway CS
ICL Pathway CS procedures ICL Pathway CS
8.4.4 Process records
To be confirmed.
8.4.5 Process measures
To be confirmed.
8.4.6 Inputs and outputs
TABLE 21B - Inputs from external processes
Ref. Name From process
In D3 Request for new Icon (form) X5 (PON) - Initiate pre-defined
change (PON OSG)
TABLE 21C - Outputs to external processes
Ref. Name To process
None
TABLE 21D - Inputs from other components of CS Process CS3
Name
From process
None
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TABLE 21E - Outputs to other components of CS Process CS3
Name To process
None
TABLE 21F - Inputs from other CS processes
Name From process
None
TABLE 21G - Outputs to other CS processes
Name To process
New Icon(s) for standalone release via I CS4.1 Manage the introduction
fast-track process of fixes for live environment
software (via fast-track release)
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8.5 Process CS 3.5 - Manage AP change
8.5.1 Process status
Process under development. Some provisional information is provided below for
completeness.
8.5.2 Process overview
This process covers the following topics:
(a) Client take-on to the PON HAPS system;
(b) Client migration from PON HAPS to ICL Pathway systems;
(c) Client take-on to ICL Pathway systems.
Reference data relating to new AP cards or bar codes (tokens) and the PAN (code on
the card or bar-code) are used to produce a test file which is sent to PON for checking
and authorisation.
In addition to the reference data associated with AP tokens and their validation, ICL
Pathway CS also manages AP Client migration and take-on. Client migration and
take-on is dependent on other ICL Pathway Directorates providing a number of
“services” to ICL Pathway CS, e.g. agreement of a Client Specification, software /
system work to facilitate the connection to the ICL Pathway systems, installation of
hardware (PC) on the Clients site.
The final stage in Client migration and take-on is the entry into the APS workstation
of the information needed to set-up file formats and connections. These activities are
performed by ICL Pathway CS.
Client take-on to the PON HAPS system
This is driven by an agreed plan. ICL Pathway CS responds to notification from PON
and make the necessary inputs to the APS workstation, which sets up file structure and
connections.
Client migration from HAPS to ICL Pathway systems
Client migration is driven by an authorised migration plan. A Client specification
provides the information needed to connect the Client. The migration plan triggers:
(a) necessary software / system related work;
(b) installation of required hardware on the Clients site;
(c) the required entries into APS Workstation to set up file structure and connection.
Client take-on to ICL Pathway systems
A Client specification provides the information needed to connect the Client. The
ICL Pathway CS “Client take-on manager” ensures that the following are carried out:
(a) necessary software / system related work;
(b) installation of required hardware on the Clients site;
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(c) the required entries into APS Workstation to set up file structure and connection.
It is expected that some of the above will be chargeable services (the detail is currently
under discussion). Therefore, a link between the management or AP and ICL Pathway
Finance has been included for completeness.
8.5.3 Process
controls
TABLE 22A
Name
Source
ICL Pathway CS AP change procedures
ICL Pathway CS
In-built workstation sofware routines
ICL Pathway Development
8.5.4 Process
records
To be confirmed.
8.5.5 Process
measures
To be confirmed.
8.5.6 Inputs and outputs
TABLE 22B - Inputs from external processes
Ref. Name From process
In DS Request for new AP Client take-on to I XS (PON) - Initiate pre-defined
HAPS (form) change (PON OSG)
In D6 ICL Pathway accepted change to the AP I X5 (PON) - Initiate pre-defined
Client Migration Plan (movement of PON I change (PON Horizon Client
Clients from HAP to ICL Pathway) Migration Manager)
InK1 Signed Client Specification for new AP I X10 (ICL Pathway Requirements)
Client take-on Define and agree requirements for
AP change
TABLE 22C - Outputs to external processes
Ref. Name To process
M4 New AP Client charging instruction X9 (ICL Pathway Finance) -
(To be confirmed) Process payment or charging
TABLE 22D - Inputs from other components of CS Process CS3
Name From process
None
TABLE 22E - Outputs to other components of CS Process CS3
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To process
None
TABLE 22F - Inputs from other CS processes
Name
From process
None
TABLE 22G - Outputs to other CS processes
Name
To process
AP change via AP workstation
CS 1.1 - Operate ICL Pathway
central systems
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8.6 Process CS 3.6 - Manage post office outlet change
The following provides summary information. Additional information is provided in
[ref. 10]
8.6.1 Process
Fully impl
8.6.2 Process
status
lemented.
overview
This process is considered to be an Operational Business Change and as such does not
require a CR to be raised by PON.
The service is chargeable. PON may request a range of changes via an OBC 20 form,
e.g. outlet move, closure, ete.
Each type of change has a standard charge.
ICL
Pathway CS requests an engineer resource via a Work Schedule. The Work Schedule
is communicate to the live environment incident management process operated by a
ICL Pathway CS supplier. The work schedule results in an OBC call being raised and
an engineer being despatched to the required outlet to effect the change.
Changing for the change is triggered via communication between ICL Pathway CS
and ICL P.
‘athway Finance.
The OBC call is not an incident, but it is convenient to think of it as such because it
uses the established incident management processes within the ICL Pathway CS
supplier organisation.
8.6.3 Process controls
TABLE 23A
Name
ICL Pathway CS procedures ICL Pathway CS
8.6.4 Inputs and outputs
TABLE 23B - Inputs from external processes
Ref. Name From process
In D7 Request for outlet change e.g. move, I X5 (PON) - Initiate pre-defined
closure, etc. (OBC20 form) change (PON Network Change
Authoriser)
TABLE 23C - Outputs to external processes
Ref. Name To process
Out M2 I Charging instruction relating to post office I X9 (ICL Pathway Finance) -
change Process payment or charging
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TABLE 23D - Inputs from other components of CS Process CS3
Name From process
None
TABLE 23E - Outputs to other components of CS Process CS3
Name To process
None
TABLE 23F - Inputs from other CS processes
Name From process
None
TABLE 23G - Outputs to other CS processes
Name To process
Request for engineer resource (work I CS 2.1 - Manage live incident
schedule)
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9 Expansion of Process CS4 - Manage fast-track
introduction of software fix or small change
This process is primarily concerned with the introduction of software fixes to the live
environment that cannot wait for a maintenance release and includes the handling of
emergency fixes. However, this process may also be used for small changes that
cannot wait for a maintenance release. Maintenance releases are discussed in the next
section. Further detail is given in [ref. 11].
S21 Manage
live incident
4 4
InJ2- Approved
CP speaiing a
software change inPt
Pre-live PinICL,
specityng a ——I
software
deficiency out P2
Deferred PiniCLs for
fulure release
S411 Schedule
Newincidert fixor small
(inodcon effect change (inclutes
caused by fix RMF actiites)
‘or change)
Live PinICL
specifying a
software
deficiency
T
Out Pt - Scheduled
fixor small change
Y
<—<—_——
Errors detected
during proving
tests
InP2- Developed fix
or small change
Liotowng successtu I o843 Manage (6S2.10Manage
proving fests release offixor communicetion
small change _fa——Interactions pm] wth PON
Proven fixor smal change
C844 Approve
release of fixor
‘small change
Software ther smal
change for
distribution
cs14
Manage sofware
distribution
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Process CS4 components
Ref. Name
CS 4.1 I Schedule fix or small change (includes RMF activities)
CS 4.2 I Develop fix or small change, unit test and link test
CS 4.3 Manage release of fix or small change
CS 4.4 I Approve release of fix or small change
9.1 CS 4.1 - Schedule fix or small change
9.1.1 Process status
Fully implemented.
9.1.2 Process overview
This process accepts live PinICLs from ICL Pathway CS incident management, Pre-
live PinICLs from the ICL Pathway Development (TDA) and approved CPs for small
changes. ICL Pathway CS works with other ICL Pathway Directorates and ICL
Pathway supplier organisations to schedule fast-track software fixes. The ICL
Pathway CS Release Management Forum is the authority for scheduling fixes and
small changes.
9.1.3 Process controls
TABLE 25A
Name Source
ICL Pathway CS procedures ICL Pathway CS
9.1.4 Process records
Live PinICLs, Pre-live PinICLs. CPs.
9.1.5 Process measures
Number of PinICLs and CPs scheduled. Percentage of PinICLs and CPs deferred to a
maintenance release.
9.1.6 Inputs and outputs
TABLE 25B - Inputs from external processes
Ref. Name From process
In J2 Approved CP specifying software I X8. (ICL Pathway Programme
change Office) - Manage and initiate ad
hoc change
In PI Pre-live _PinICL___specifying __a I X7. (TDA) Define, agree, design
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I software deficiency [ and develop new software
TABLE 25C - Outputs to external processes
Ref. Name To process
[None I
TABLE 25D - Inputs from other components of CS Process CS4
Name From process
None
TABLE 25E - Outputs to other components of CS Process CS4
Name To process
Scheduled fix or change CS 4.2 Develop fix or small
change, unit test and link test
TABLE 25F - Inputs from other CS processes
Name From process
Live PinICL specifying a software I CS 2.1 Manage live incident
deficiency
TABLE 25G - Outputs to other CS processes
Name To process
None
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9.2 CS 4.2 - Develop fix or small change, unit test and link test
This process is operated by the ICL Pathway Development Directorate and for the
purposes of this document is considered to be a “service” provided to ICL Pathway
CS Release Management. Summary information is provided below. Detailed
information is provided in [ref. 12].
9.2.1 Process status
Fully implemented.
9.2.2 Process overview
This process develops software fixes or small software changes in accordance with
agreed delivery schedules. Fixes or small changes are unit tested and link tested.
Any errors detected during unit and link testing are corrected. The tested fixes or
small changes are then passed to ICL Pathway CS. ICL Pathway CS then manage the
fix or small change through proving tests to release to the live environment. Any
errors detected during ICL Pathway CS proving tests are fed back to ICL Pathway
Development for correction.
9.2.3 Process controls
TABLE 25A
Name Source
ICL Pathway Development procedures ICL Pathway Development
9.2.4 Process records
Workpackages.
9.2.5 Process measures
Number of workpackages. Percentage that have errors detected during ICL Pathway
CS proving tests.
9.2.6 Inputs and outputs
TABLE 25B - Inputs from external processes
Ref. Name From process
None
TABLE 25C - Outputs to external processes
Ref. Name To process
None
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TABLE 25D - Inputs from other components of CS Process CS4
Name From process
Scheduled fix or change CS 4.1 - Schedule fix or small
change
Errors detected during proving CS 4.3 - Prove fix or small change
TABLE 25E - Outputs to other components of CS Process CS4
Name To process
Developed fix or change CS 4.3 Prove fix or small change
TABLE 25F - Inputs from other CS processes
Name From process
None
TABLE 25G - Outputs to other CS processes
Name To process
None
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9.3 CS 4.3 - Manage release of fix or small change
9.3.1 Process
Fully impl
9.3.2 Process
status
lemented.
overview
This process includes various release management activities and appropriate proving
tests. Errors detected during proving tests are fed back to ICL Pathway Development
for correction. Fixes may be error-free but fall short of completely addressing the
deficiency identified on the original PinICL. Alternatively, the fix may introduce an
adverse knock-on effect. When these situations occur ICL Pathway CS will decide
whether the fix should be held pending re-work or released with its known shortfalls.
If it is decided to release the fix, ICL Pathway CS will raise a cross-referred PinICL to
address the shortfall. The cross-referred PinICL will be progressed in the normal way.
9.3.3 Process
TABLE 2:
controls
5A
Name
Source
ICL Pathway Development procedures
ICL Pathway Development
9.3.4 Process
Proving te:
9.3.5 Process
records
st records.
measures
Time between receipt of workpackage and release authorisation.
9.3.6 Inputs and outputs
TABLE 25B - Inputs from external processes
Ref. Name From process
None
TABLE 25C - Outputs to external processes
Ref. Name To process
None
TABLE 25D - Inputs from other components of CS Process CS4
Name From process
Developed fix or change CS 4.2 - Develop fix or small
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change, unit test and link test
TABLE 25E - Outputs to other components of CS Process CS4
Name
To process
Proven fix or change
CS 4.4 - Approve release of fix
or small change
Errors detected during proving
CS 4.2 - Develop fix or small
change, unit test and link test
TABLE 25F - Inputs from other CS processes
Name
From process
Possible interaction relating notification
of release to PON, Counter News inputs
and messaging (to be confirmed in later
revision of this document)
CS 2.10 - Manage communication
with PON
TABLE 25G - Outputs to other CS processes
Name
To process
New incident (knock-on effect caused by
fix or change)
CS 2.1 - Manage live incident
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9.4 CS 4.4 - Approve release of fix or small change
9.4.1 Process status
Fully implemented.
9.4.2 Process overview
This process approves release to the live environment, completes necessary release
management tasks and makes available the fixes or changes for software distribution.
9.4.3 Process controls
TABLE 25A
Name Source
ICL Pathway CS procedures ICL Pathway CS
9.4.4 Process records
ICL Pathway CS generated release notes.
9.4.5 Process measures
Number of release notes. Release success rate.
9.4.6 Inputs and outputs
TABLE 25B - Inputs from external processes
Ref. Name From process
None
TABLE 25C - Outputs to external processes
Ref. Name To process
[None
TABLE 25D - Inputs from other components of CS Process CS4
Name From process
Proven fix or change CS 4.4 - Approve release of fix
or small change
TABLE 25E - Outputs to other components of CS Process CS4
Name To process
© 2000 ICL Pathway Limited Company In Confidence Page: 93 of 96
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FUJ00079866
FUJ00079866
ICL Pathway ICL Pathway Customer Service Process Manual Ref: CS/QMS/002
Version: 1.0
Company In Confidence Date: I DATE \*
MERGEFORMAT ]
None
TABLE 25F - Inputs from other CS processes
Name From process
None
TABLE 25G - Outputs to other CS processes
Name To process
Software fix or change for distribution I CS 1.4 - Manage — software
distribution
© 2000 ICL Pathway Limited Company In Confidence Page: 94 of 96
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FUJ00079866
FUJ00079866
ICL Pathway ICL Pathway Customer Service Process Manual Ref. CS/QMS/002
Version: 1.0
Company In Confidence Date: I DATE \*
MERGEFORMAT ]
10 Expansion of Process CS5 - Manage release of
maintenance or new software release
This process is currently under review. Some information is provided below for
completeness.
InJ2- Approved
CP specifying a
software change
InP3- Deferred
PinICLs for maintenance or
new software release
<t————
Errors detected
in PA - Developed during proving
sditware release tests
CS52Manage
release of CS2.10Manage
maintenance or
new software
release
communication
[xe Interactions pj with PON
Proven
Release software
notice release
I
CS53 Approve
maintenance or
new soflware
release
Release
content
definition
Software release
for distribution
Y
cs14
Manage software
distribution
© 2000 ICL Pathway Limited Company In Confidence Page: 95 of 96
Last Printed: 12/11/00 23:39
FUJ00079866
FUJ00079866
ICL Pathway ICL Pathway Customer Service Process Manual Ref. CS/QMS/002
Version: 1.0
Company In Confidence Date: I DATE \*
MERGEFORMAT ]
11 Process CS6 - Manage the ICL Pathway CS business
See [ref. 13] for detail.
© 2000 ICL Pathway Limited Company In Confidence Page: 96 of 96
Last Printed: 12/11/00 23:39