Fujitsu Services
FUJ00079937
FUJ00079937
POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
POA Customer Service Incident Management Process Details
Process Definition
N/A
This describes the Customer Service Incident Management
Process
APPROVED
Mike Stewart Customer Service Operations
Rob Milner, Peter Thompson
Peter Thompson, John Holman-Dine, Carl Marx, Tony Wicks,
Mike Woolgar, Dean Felix, Ian Daniel, Julie Welsh, Graham
Mockridge.
External Distribution:
Approval Authorities: (See PA/PRO/010 for Approval roles)
Name
Position Signature Date
Carl Marx
Infrastructure & Availability
Manager
Dave Baldwin
Director Customer Services
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
0.0 Document Control
0.1. Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 04/07/00 First draft — to detail the baseline Incident
Management process
1.0 13/11/00 Developed for approval
Ll 13/11/02 Updated to reflect SPOC2 upgrade
1.2 05/11/04 Updated with a complete rewrite of the Process
after workshops within the POA Support
Groups. To support the change in Post Office
Business for On-Line Services
2.0 20/01/05 Updated 2.5.3 with minor comments to reflect
the section 2.4.2 of the Problem management
Process CS/PRD/021
0.2 Review Details
Review Comments by :
Review Comments to :
Mandatory Review Authority
Name
Infrastructure & Availability Manager
Carl Marx
Director Customer Service
Dave Baldwin
Optional Review / Issued for Information
Peter Thompson
Data Centre & Operations Manager
John Holman-Dine
Network Service Manager
Tony Wicks Business Continuity Manager
Mike Woolgar Problem & Availability Manager
Dean Felix Service Delivery Manager
Procedure
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©Copyright Fujitsu Services Limited 2004
Page: 2 of 1
Fujitsu Services
POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Julie Welsh
Service Delivery Manager
Tan Daniel
Service Delivery Manager
Graham Mockridge
Service Transformation Manager
( * ) = Reviewers that returned comments
0.3 Associated Documents
Reference Version I Date Title Source
PA/TEM/001 8.0 19/12/02 Fujitsu Services Document I PVCS.
Template
CS/IFS/008 1.0 23/12/02 POA/POL Interface I pvcs
Agreement for the Problem
Management Interface
CS/PRD/074 2.0 05/11/04 POA Incident Management I pycs
Process
CS/PRO/110 2.1 11/10/02 POA Problem Management I pycs
Database Procedures
PA/PRO/OOL 10.0 02/02/04 Change Control Process PVCS
CS/QMS/001 1.0 04/11/04 Customer Service Policy I pycs
Manual
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Abbreviation Definition
HSH Horizon Systems Helpdesk
Iso International Standards Organisation
ITIL Information Technology Infrastructure Library
KEL Known Error Log
MSU Management Support Unit
PAM Problem & Availability Manager
PM Problem Manager
PO Post Office
POA Post Office Account
POL, Post Office Limited
Procedure
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
SDMs Service Delivery Managers
SDU Service Delivery Unit
SLA Service Level Agreement
SMC Systems Management Centre
SRRC Service Resilience & Recovery Catalogue
Ssc System Support Centre
VIP VIP Post Office, High Profile Outlet
0.5 Changes in this Version
Version Changes
2.0 Changes to 2.5.3 to reflect the details in the Problem Management Process
CS/PRD/021
0.6 Changes Expected
Changes
None
©Copyris
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ight Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
0.7 Table of Contents
1.0 I PROCESS INTRODUCTION.
Ld PRINCIPLES OF INCIDENT MANAGEMENT............0:::c0ss:sssssssseees
2.0 INCIDENT MANAGEMENT PROCESS...
2.1 FUNCTIONAL OVERVIEW.
2.2 PROCESS BENEFIT
2.3 SCOPE.
24 OWNER.
2.5 PROCESS DESCRIPTION. ........0:::00000
2.5.1 Fault Receipt and Logging.
2.5.2 Classification and Prioritisa
2.5.3 Investigation and Diagnosi:
2.5.4 Escalation.
2.5.5
2.5.6
2.6
2.7
SS6o0v0000mmHM ww IA
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
1.0 Process Introduction
The following terms are defined to assist understanding of this process:
e An Incident is defined as:
“Any event that is not part of the Standard Operation of a Service and that causes,
or may cause, an interruption to, or a reduction in, the quality of that Service’
e A Problem is defined as the underlying root cause of one or more Incidents.
e A Known Error is an Incident or a Problem for which the root cause has
been diagnosed and a work round or cure has been identified.
¢ A Trend is an identifiable pattern or tendency.
¢ A Permanent Fix is a solution to an issue which has resolved the root cause
so the issue will not re-occur
e A Work-around is a solution to an issue which has restored service but has
not resolved the root cause so the issue may re-occur.
e A Fault is an event that has led to loss of service or has increased the
possibility of loss of service
1.1 Principles of Incident Management
The Incident Management Process should ensure that all reported incidents are recorded and
dealt with in a consistent and structured manner.
Problem Management is focused on finding the solution, whereas Incident
Management is focused on restoring the service.
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©Copyright Fujitsu Services Limited 2004
Fujitsu Services
FUJ00079937
FUJ00079937
POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
2.0 Incident Management Process
2.1. Functional Overview
The purpose of this process is to ensure that:
All reported faults are recorded as Incident Records.
Incident Records are allocated a unique identifier to allow individual
referencing.
Incident Records contain the following information: timestamp when the
fault occurred or was logged, originator, recording user identifier, status,
priority, escalation history, incident category, fault description, fault
resolution.
The Incident has a clearly identifiable owner. This allows the user reporting
the incident to have a single point of contact and gives the owner of the
incident the responsibility for ensuring it is dealt with through the complete
lifecycle of the incident.
Incidents Records are automatically escalated or re-assigned if they meet
determined criteria.
Faults requiring a fix solution to be developed or remaining unresolved are
escalated to Problem status.
Incident Records are analysed and correlated to determine failure patterns and
predict common failures in other resources.
2.2 Process Benefits
This process provides the following benefits:
2.3 Scope
reduced business impact of Incidents by timely resolution, thereby increasing
effectiveness
improved monitoring, allowing performance against SLAs to be accurately
measured
improved management information on aspects of service quality provided by a
centralised source.
better staff utilisation, leading to greater efficiency
elimination of lost or incorrect Incidents and service requests
Contribute towards ISO and ITIL compliance
improved User and Customer satisfaction.
Improved image/reputation of Fujitsu Post Office Account.
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
The scope of this process includes all elements that make up the controlled (live)
environment
It does not include development environments.
2.4 Owner
PAMs (To be confirmed)
2.5 Process Description
2.5.1 Fault Receipt and Logging
A fault may be reported via several channels:
e Event monitoring (manual or automated).
e A Post Master may identify a fault situation has occurred.
e A 3" Line Service Delivery Unit (SDU) may discover a fault
e Another Post Office Account (POA) representative may discover a fault
e A Change implementation may fail.
Typically, the fault will be reported via a telephone call to the HSH or an abnormal event
discovered by SMC.
2.5.2 Classification and Prioritisation
An initial review by HSH or SMC will determine how the Incident record should be classified
and what priority should be assigned to the resolution of the fault. In addition, the HSH / SMC
will determine if other similar Incidents have been reported or if an existing Problem record
exists. In this case, the Incident records will be linked to ensure satisfactory resolution of all
associated faults.
2.5.3 Investigation and Diagnosis
HSH and SMC will determine whether they are able to resolve the Incident and will make use
of problem determination scripts and Knowledge databases as appropriate. Incidents which
cannot be resolved by HSH / SMC will be re-assigned to the appropriate 3" Line SDU for
further investigation. If a fault is deemed to require escalation the POA Problem & Availability
Manager (PAM) will be contacted.
If the 3" Line SDU determines that they are unable to resolve the Incident or a Service Level
Agreement escalation point has been reached the POA PAM will be informed. If agreement
has been reached that the Incident is now a Problem, the PAM will raise a call on the PMDB
as in accordance with 2.4.2 of the Problem Management Process CS/PRD/021. The PAM or a
recognised Service Manager will be allocated to manage the Problem.
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
2.5.4 Escalation
In the event of an incident being escalated the POA PAM will, in discussion with PO Ltd,
determine if the incident is major and requires active management. If it does the PAM will be
the central point for communication to POA management and PO Ltd and will have
responsibility for restoring service as quickly as possible.
2.5.5 Resolution
An identified resolution (permanent fix or work-around) will be implemented, potentially via
the Change Management (work-around) or Release Management (permanent fix) processes.
Successful implementation of the solution must be verified with the fault reporter in order to
ensure that all reported symptoms have been resolved.
2.5.6 Closure
Following verification with the fault reporter, the Incident record should be closed. The HSH /
SMC will determine a Closure Code, identify potential learning points identify if the incident
could re-occur, determine if the incident was due to an underlying problem and if so, raise an
associated Problem Record or link to a current Problem Record. The HSH/SMS would then
change the incident status to closed.
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©Copyright Fujitsu Services Limited 2004
Fujitsu Services POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Procedure
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
2.6 Process Steps
Incident Management Process
oO Tanande ia Classhy Ne + sappy Te Escalate Protien Nona
= Post Master Prioriise an Yes—pI Resolution to Problem Process
oa call (HSH) (HSH) of Helo (Level 1) ay Status LN
r (Level 1) service is. Yes
aS Tb identity Caste BRENIG SReacson restored (1)
wo system Faut Priortise ea Nop] 13" Line —No-p} boos
= (smc) (SMC) sou t Incident
T 1
I
8 _] TARDY
a Yes] Resolution
a 74 investigte (Level 3)
@ & Diagnose . —
5 « TS Escante =
3 2 No—p] to Problem Peneces
Wee Status
‘Yes 10 Inform To Actively Ta Very, I
“ “L,I POA Manage service is
‘SUase wih [ManagementI Ti Form Incident restored (2)
z ie No <> Major incidntI
es
z roblem Mgr] co! La SESE] [Sauer
lo Further to Problem rocess:
No—>]
Action ‘Status
The steps identified in the above process flowcharts are described in more detail below. Examples of typical Inputs/Outputs and Typical Data
Source/Repository are specified are included, although these will vary dependant upon the specific environment
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
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Fujitsu Services POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
2.7 Procedure Descriptions
Item
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
la
Handle Call from Post Master (HSH)
Provide a central point for Post Masters to report a fault
(or to request a service). Method of contact is telephone.
Also, take calls from other POA related groups
Fault or service request.
Primarily Post Master Phone Call
Additionally, calls from POL, POA suppliers, POL
Suppliers, other SDUs & POL Customers
Raise incident record
Collect information on fault
Fault received or inappropriate call
New Incident record.
Post Office Post Masters
Requires Completion
HSH Staff
HSH Manager.
Procedure
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©Copyright Fujitsu Services Limited 2004
Fujitsu Services
POA Customer Service Incident Management Ref:
CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
FUJ00079937
FUJ00079937
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Service Level Criteria:
Responsibilities:
Owner:
Comments:
Incident Management Process
Incident Management
1.0
Ib
Identify System Fault (SMC)
Provide a central point for identifying system faults via
monitoring of event logs and system management tools
System Event identified.
System Management tools
Raise incident record
Collect information on fault
Fault received or fault rejected.
New Incident record.
System Management tools
Requires Completion
SMC Staff
SMC Manager.
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©Copyright Fujitsu Services Limited 2004
Fujitsu Services
POA Customer Service Incident Management Ref:
FUJ00079937
FUJ00079937
CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
Item
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Service Level Criteria:
Responsibilities:
Owner:
Comments:
Incident Management Process
Incident Management
1.0
2a
Classify & Prioritise (HSH)
Determine the classification & prioritisation of the
incident. Ensure that the correct level of response is
assigned. Assist with the determination of the likely
resolving group. To understand the nature and severity
of the fault
New incident record.
Information in Incident Record
HSH One Intranet
SSC KEL Database
Classify and prioritise according to pre-defined A/B
category
Complete Incident record fields as appropriate
Obtain and input any additional relevant information
Check HSH tools for guidance
Determine whether incident requires escalation
Classified and Prioritised Incident Record
New Incident record.
Agreed priority levels
VIP Site List
VIP Service List
VIP File Transfer List
Requires Completion
HSH Staff
HSH Manager.
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Fujitsu Services
POA Customer Service Incident Management Ref:
FUJ00079937
FUJ00079937
CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Service Level Criteria:
Responsibilities:
Owner:
Comments:
Incident Management Process
Incident Management
1.0
2b
Classify & Prioritise (SMC)
Determine the classification & prioritisation of the
incident. Ensure that the correct level of response is
assigned. Assist with the determination of the likely
resolving group. To understand the nature and severity
of the fault
New Incident Record.
Information in Incident Record
Known Error Log database
SRRC database
Classify and prioritise according to pre-defined A/B
category
Complete Incident record fields as appropriate
Obtain and input any additional relevant information
Determine whether incident requires escalation
Classified and Prioritised Incident Record
New Incident record.
Agreed priority levels
VIP Site List
VIP Service List
VIP File Transfer List
Requires Completion
SMC staff
SMC Manager.
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©Copyright Fujitsu Services Limited 2004
Fujitsu Services POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
3
Escalate to PAM
To ensure that the POA Problem & Availability Manager
is aware of an escalated incident
Incident meeting escalation criteria
Incident requiring escalation
VIP Sites, Services & File Transfer Lists
Duty Lists
Contact PAM
Ensure PAM aware of all incident details
PAM is aware of and understands incident
VIP Sites, Services & File Transfer Lists
POA Problem & Availability Manager
Requires Completion
HSH / SMC staff
Problem & Availability Manager.
Item Description
Procedure
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©Copyright Fujitsu Services Limited 2004
Fujitsu Services
POA Customer Service Incident Management Ref:
CS/PRD/074
Process Details
Version: 2.0
20-JAN-2005
Procedure Date:
FUJ00079937
FUJ00079937
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
4
Investigate & Diagnose (Level 1)
Investigate and diagnose Incidents retained within HSH
& SMC support and determine how to progress.
Classified and prioritised incident.
Incident record.
Known Error Log Database, HSH One Intranet, SRRC
Database
Existing Problem details.
Data within PowerHelp call logging system
Problem Management Database
Attempt to determine the nature of the fault and its
resolution.
Search relevant tools and databases for information on
similar faults
Record relevant information in the Incident record.
Determine if other ‘similar’ Incidents are being reported.
Create Master Incident record if necessary
Updated Incident with appropriate details.
Master Incident/Problem record.
Possible re-route if assignment is determined to be
incorrect.
Known Error Log Database, HSH One Intranet, SRRC
Database
Data within PowerHelp call logging system
Problem Management Database
Requires Completion
HSH / SMC Staff
HSH / SMC Managers
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©Copyright Fujitsu Services Limited 2004
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
5
Apply Resolution (Level 1)
A resolution has been identified and must be applied.
Solution found.
Known Error Log Database
SRRC Database
Skill, expertise and experience of HSH / SMC.
Apply the resolution.
Update the Incident Record.
Determine if resolution successful.
Updated Incident Record.
Resolved Incident Record OR..
Still unresolved Incident Record.
Change Control (if required)
Change Control (if required)
Requires Completion
HSH / SMC
HSH / SMC Manager.
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
6
Re-Assign to 3 Line SDU
SMC / HSH support has been unable to identify a
resolution for the incident - escalate to 3“ Line Service
Delivery Unit (SDU).
HSH / SMC unable to resolve
SRRC/KEL Databases require re-assignment of incident
Incident record with HSH / SMC investigation detailed.
Determine the assignment route.
Contact 3" Line assignee and agree re-assignment.
Assign Incident Record to the relevant 3“ Line team.
Capture 3" Line reference number (if using different call
logging tool).
Incident assigned to appropriate 3" Line team.
3 Line SDU
Requires completion
HSH / SMC staff.
HSH / SMC Manager.
Procedure
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©Copyright Fujitsu Services Limited 2004
FUJ00079937
FUJ00079937
Fujitsu Services POA Customer Service Incident Management Ref: CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
Item Descripti
Process Name: Incident Management Process
Sub-Process: Incident Management
Diagram Version: 1.0
Procedure Number: 7
Procedure Name: Verify Service is Restored (Level 1)
Purpose and Scope: Verify that the Incident Reporter is happy that the
Incident Record has been successfully resolved
Triggers: Resolution applied, Incident believed to be resolved
Inputs: ‘Resolved’ Incident returned from 3" Line SDU OR
HSH/SMC Resolution appears to have been successful
Activities: Contact the user.
Confirm that user is satisfied that the Incident has been
resolved (or agree to defer closure pending further
testing).
Determine whether root cause has been identified and
resolved
Determine whether incident is likely to re-occur
Outputs: If the user is happy, then ‘Resolved’ Incident.
If the user is unhappy (or fault not fixed), then further
Investigation & Diagnosis.
If fault not fixed, root cause not identified or resolved, or
incident likely to re-occur class as problem
Interfaces: Post Master
3" Line SDU
Problem Management Process
Service Level Criteria: Requires Completion
Responsibilities: HSH / SMC staff
Owner: HSH / SMC Manager.
Comments:
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Fujitsu Services POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
8
Close Incident
Incident resolved, so close the Incident
Incident resolved to user’s satisfaction.
Incident rejected as ‘out of scope’ or ‘invalid’.
Resolved Incident Record.
Change Incident Record status to CLOSED.
Determine a Closure Code.
Identify potential learning points.
Identify if the incident could re-occur.
Determine if the incident was due to an underlying
problem and if so, raise an associated Problem Record or
link to a current Problem Record..
Closed Incident Record.
For underlying problem, Output to Pro!
Management.
Requires Completion
HSH / SMC staff
HSH / SMC Manager.
Record
blem
Procedure
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POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
9
Liaise with POL Problem Manager
To inform POL that an escalated incident has occurred
and determine the business impact to Post Office.
Escalated Incident
Escalated Incident
SRRC Database
Understand the scope, nature and impact of the escalated
incident.
Check SRRC Database for guidance.
Contact POL Problem Manager.
Agree severity and priority.
Agree whether incident is a “Major Incident”
Major Incident
SRRC Database
POL Problem Manager
Requires Completion
Post Office Acct Problem & Availability Manager
Post Office Acct Problem & Availability Manager
Procedure
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©Copyright Fujitsu Services Limited 2004
Fujitsu Services
POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Item
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
10
Inform PO Acct Management
To ensure that PO Acct Management are informed of the
Major Incident as rapidly and effectively as possible
Major Incident defined
Major Incident defined
List of POA Management
Contact Management with information on Major
Incident
POA Management informed
POA Management
Requires Completion
PAM
PAM
Procedure
Page: 24 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
©Copyright Fujitsu Services Limited 2004
Fujitsu Services
POA Customer Service Incident Management Ref:
CS/PRD/074
Process Details
Version: 2.0
Procedure Date: 20-JAN-2005
FUJ00079937
FUJ00079937
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Service Level Criteria:
Responsibilities:
Owner:
Comments:
Incident Management Process
Incident Management
1.0
11
Form Major Incident Team
To determine and assemble the resources required to
restore service to Post Office as quickly as possible
Major Incident defined
Major Incident defined
Determine the technical and service delivery staff
required to restore service as quickly as possible.
To ensure all required staff are sure of their
responsibilities and communication timetable.
Major Incident Team
Requires Completion
PAM
PAM
Procedure Page: 25 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
©Copyright Fujitsu Services Limited 2004
Fujitsu Services
POA Customer Service Incident Management
Process Details
Procedure
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
FUJ00079937
FUJ00079937
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Service Level Criteria:
Responsibilities:
Owner:
Comments:
Incident Management Process
Incident Management
1.0
12
Actively Manage Incident
To ensure that service is restored as quickly as possible
following a major incident. To ensure that all relevant
parties are consistently and regularly informed
throughout the life of the incident
Major Incident defined
Major Incident defined
To ensure appropriate focus on major incident by
support groups
To ensure regular updates received from support groups
To manage customer expectations
To provide regular updates to POL and POA
Management on status of incident and likely timescales
for restoration of service.
Regular updates on status of incident
Progress toward restoration of service
Support Groups
POA Management
POL Problem Manager
Requires Completion
PAM
PAM
Procedure
Page: 26 of I
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
©Copyright Fujitsu Services Limited 2004
Fujitsu Services POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Service Level Criteria:
Responsibilities:
Owner:
Comments:
Incident Management Process
Incident Management
1.0
13
Verify Service is Restored (Level 2)
Verify that the Incident Reporter is happy that the
Incident Record has been successfully resolved
Resolution applied, Incident believed to be resolved.
Active Management of Major Incident
service being restored
Contact POL Problem Manager
Agree that service has been restored to POL’s
satisfaction
Communicate this to HSH/SMC
Communicate this to POA Management
If POL Problem Manager is happy, then ‘Resolved’
Incident.
If the user is unhappy (or fault not fixed), then :
e Further Investigation & Diagnosis.
Major Incident Team
POL Problem Manager
POA Management
Requries Completion
PAM
PAM
has resulted in
Procedure
Page: 27 of I
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
©Copyright Fujitsu Services Limited 2004
Fujitsu Services POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Item Descripti
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
14
Investigate & Diagnose (Level 3)
Investigate and diagnose Incidents retained within 3“
Line SDU and determine how to progress.
HSH / SMC unable to diagnose OR
KEL/SRRC instructs HSH/SMC to re-assign to 3" Line
SDU.
Incident record with details of investigation so far.
Attempt to determine the nature of the fault and its
resolution.
Record relevant information in the Incident record.
Identified Incident resolution
Possible re-assign to HSH/SMC if assignment is
determined to be incorrect.
Requirement for Problem record.
As per defined SLA time-limits
3" Line SDU Staff
Incident Manager.
Procedure
Page: 28 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
©Copyright Fujitsu Services Limited 2004
Fujitsu Services POA Customer Service Incident Management
Process Details
Procedure
FUJ00079937
FUJ00079937
Ref: CS/PRD/074
Version: 2.0
Date: 20-JAN-2005
Item Description
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Responsibilities:
Owner:
Comments:
Service Level Criteria:
Incident Management Process
Incident Management
1.0
15
Apply Resolution (Level 3)
A resolution has been identified and must be applied.
Solution found.
Known Error Log Database
SRRC Database
Skill, expertise and experience of 3 Line SDU.
Apply the resolution.
Update the Incident Record.
Determine if resolution successful.
Contact HSH / SMC and re-assign for verification and
closure
Updated Incident Record.
Resolved Incident Record OR..
Still unresolved Incident Record.
Change Control (if required)
Change Control (if required)
Requires Completion
3" Line SDU
HSH / SMC Manager.
Procedure
Page: 29 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
©Copyright Fujitsu Services Limited 2004
Fujitsu Services
POA Customer Service Incident Management Ref:
CS/PRD/074
Process Details
Version: 2.0
20-JAN-2005
Procedure Date:
FUJ00079937
FUJ00079937
Ite
Process Name:
Sub-Process:
Diagram Version:
Procedure Number:
Procedure Name:
Purpose and Scope:
Triggers:
Inputs:
Activities:
Outputs:
Interfaces:
Service Level Criteria:
Responsibilities:
Owner:
Comments:
Descriptio
Incident Management Process
Incident Management
1.0
16
Escalate to Problem Status
It has not been possible to determine the cause of an
Incident or the resolution has been determined, but it is
not possible to implement the solution at this time.
An unresolved Incident record.
An unresolved Incident record
Escalate to SDM, PAM or Problem Management Team
as appropriate for them to raise record
Ensure all details of incident are passed over
A Problem record
Problem Management Process
Requires Completion
HSH / SMC / PAM / 3" Line SDU Staff
Problem Manager
Procedure Page: 30 of 1
(CONTRACT CONTROLLED - Leave Blank if Not Applicable)
©Copyright Fujitsu Services Limited 2004