oO
FUJITSU
FUJITSU SERVICES
POA Customer Service Incident Management Process
Details
Company-in-Confidence
FUJ00079939
FUJ00079939
Ref: CS/PRD/074
Version: 3.0
Date: 23-Mar-2005
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
POA Customer Service Incident Management Process Details
Process Definition
N/A
This describes the Customer Service Incident Management
Process
APPROVED
Mike Warren - Service Transformation Team.
Peter Thompson, John Holman-Dine, Carl Marx, Tony Wicks,
Mike Woolgar, Dean Felix, Ian Daniel, Julie Welsh, Graham
Mockridge, Mick Lait, Mik Peach, Mike Warren
(See PA/PRO/010 for Approval roles)
Name Role Signature Date
Carl Marx Service Management Team
Manager
Dave Baldwin Director Customer Services
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FUJ00079939
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FUJITSU Details Versi
ersion: 3.0
FUJITSU SERVICES
Company-in-Confidence Date: 23-Mar-2005
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
0.1 04/07/00 First draft — to detail the baseline Incident
Management process
1.0 13/11/00 Developed for approval
1.1 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.
2.1 25/02/05 Updated format used to include introduction of
IMT’s and to conform to ITIL best practice and
BS15000.
3.0 23/03/05 For approval
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FUJ00079939
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Version: 3.0
FUJITSU SERVICES
Company-in-Confidence Date: 23-Mar-2005
0.2 Review Details
Review Comments by :
Review Comments to : Mike Warren
Mandatory Review
Service Management Team Manager Carl Marx
Director Customer Services Dave Baldwin
Business Service Manager Richard Brunskill
Optional Review
FS CS Service Support Team Manager Peter Thompson
FS CS Network Services Manager John Holman-Dine
FS CS Business Continuity Manager Tony Wicks
FS CS Service Delivery Manager DataTransfer I Mike Woolgar
FS CS Service Delivery Manager Engineering Dean Felix
FS CS Service Delivery Manager BankOnLine I Mike Stewart
FS CS Service Delivery Manager HSD Julie Welsh
FS CS Service Delivery Manager BankOnLine I Ian Daniel
FS CS System Support Centre Manager Mik Peach
FS CS Operations Manager Mick Lait
Head of Call Centres Commercial & PS Martin Croucher
Service Delivery Manager (Ops) Tan Cooley
FS CS Service Delivery Team Manager Nikki Hawkins
Managing Consultant Tim Kitchen
Customer Service Manager Peter Burden
Issued for Information ~ Please restrict this
distribution list to a minimum
Position Name
( * ) = Reviewers that returned comments
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FUJ00079939
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foo) POA Customer Service Incident Management Process Ref: CS/PRD/074
FUJITSU Details Versi
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Company-in-Confidence Date: 23-Mar-2005
0.3. Associated Documents
Reference Version I Date Title Source
PA/TEM/001 Fujitsu Services Document I PVCS.
Template
CS/IFS/008 POA/POL Interface I pycs
Agreement for the Problem
Management Interface
CS/PRD/021 POA Problem Management I pycs
Process
CS/PRO/110 POA Problem Management I pycs
Database Procedures
PA/PRO/OOL Change Control Process PVCS
CS/QMS/001 Customer Service Policy I pycs
Manual
CS/SER/023 Horizon Service Desk -—I pycs
Service Description
CS/FSP/002 Horizon System Helpdesk I pycs
Call Enquiry Matrix and
Incident Prioritisation
CS/REQ/025 Horizon Service Desk: I pycs
Requirements Definition
CS/PRD/122 POA Major Incident I Draft
Communication Process
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed versions of this document are not under change control.
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oO
FUJITSU
FUJITSU SERVICES
POA Customer Service Incident Management Process
Details
Company-in-Confidence
Ref:
FUJ00079939
FUJ00079939
CS/PRD/074
Version: 3.0
Date:
23-Mar-2005
0.4 Abbreviations/Definitions
Abbreviation Definition
HSD Horizon Service Desk
ISO International Standards Organisation
ITIL Information Technology Infrastructure Library
KEL Known Error Log (in the context of this document, this is a workaround and
diagnostic database)
MSU Management Support Unit
PM Problem Manager
PO Post Office
POA Post Office Account
POL Post Office Limited
SDMs Service Delivery Managers
SDU Service Delivery Unit
SLT Service Level Targets
SMC Systems Management Centre
SRRC Service Resilience & Recovery Catalogue
SSC System Support Centre
VIP VIP Post Office, High Profile Outlet
A+G Advice & Guidance
BCP Business Continuity Plan
RFC Request For Change
KEDB Known Error Database
IMT Incident Management Team
PSE Product Support Engineers
SMT Service Management Team
OMDB Operational Management Database
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0.5 Changes in this Version
Version Changes
0.6 Changes Expected
Changes
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0.7 Table of Contents
1.0 INTRODUCTION.
PROCESS OWNER.
PROCESS OBJECTIVE.
PROCESS RATIONALE
2.0 INPUTS...
3.0 RISKS AND DEPENDENCIES.
3.1 RISKS
3.2 DEPENDENC
4.0 RESOURCES
5.0 PROCESS FLOW.
5.1 LEVEL I INCIDENT MANAGEMENT PRO1
$.2 LEVEL 2 INCIDENT MANAGEMENT PROCESSES..........0.000000005
5.2.1 Step 1: Incident Detecting, Recording and Initial Classification
5.2.2 Step 2: Assign Priority and Initial Support...
5.2.3 Steps 3 & 4: Investigation and Diagnosis; Resolution and Recovery.
5.2.4 Step 5: Incident Closur .
5.2.5 Step 6: Ownership, Monitoring, Tr:
6.0 OUTPUTS.
7.0 STANDARDS.
8.0
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1.0 Introduction
11 Process Owner
The owners of this process are the Fujitsu Service Desk Operations Manager and the POA
Service Manager responsible for the Fujitsu contract.
12 Process Objective
The objective of this document is to define the process for Incident Management of the POA
environment. For the purpose of this document an Incident is defined as:
“Any event which is not part of the standard operation of a service and which causes, or may
cause, an interruption to, or a reduction in, the quality of that service.”
This process applies to all Incidents received by the POA Service Desk, whether or not they
are related to the Fujitsu outsourcing contract
The scope of the process is from the receipt of an incident by the Service Desk, through to the
successful workaround or resolution of the incident.
13 Process Rationale
The primary goal of the Incident Management process is to restore normal service operation
as quickly as possible, thereby minimising adverse impact to the business. In turn this ensures
the highest level of service quality and availability. Normal service operation is defined here as
service operation within Service Level Targets (SLT).
This process takes account of the requirements of improved service to be delivered to POL,
through the introduction of the HSD. The implementation of the IMT is documented and is
aimed at delivering improved understanding and communication between POL and POA
leading to an increase in the perceived service level within POL.
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2.0 Inputs
The inputs to this process are:
¢ All Incidents reported by Contact with the POA Horizon Service Desk. Contact is defined
as voice or Tivoli Alert as the methods of communication with the Horizon Service Desk
and fall into the following categories:
© Business process error
© Hardware or software error
o Request for information e.g. progress of a previously reported Incident
o Network Error
e Severity and SLT information.
e Evidence of an Error.
e System Alerts received automatically from OMDB. Due to the urgent nature of these
alerts they will be dealt with directly by SSC, with an update of workaround or resolution
supplied to HSD. It should be noted that these alerts enter the process at step 3, and are
not subject to steps 1 & 2 of this process.
3.0 Risks and Dependencies
3.1 Risks
The following define the risks to the successful delivery of the process:
© Break in the communications chain to third parties. Mitigation is to invoke escalation
procedures.
e Non-availability of the Powerhelp or HSH ONE systems. Mitigation is given in the
Service Desk Business Continuity Plan.
e Lack of information given to the Service Desk regarding changes, POL Business updates,
request for changes, status of Problems etc. Processes must be followed to lessen this
risk, such as the Change Management and Problem Management Processes.
Unavailability of sufficient support unit staff
Unavailability of sufficient tools for Incident diagnosis
Non-availability of KEL or call management systems
The provision of inadequate staff training within the HSD, SDU’s or 3" party suppliers
Unavailability of systems for evidence gathering.
eoceee
3.2 Dependencies
This process is dependent on:
e Effective Incident handling by the Service Desk
e The Known Error Database being available and kept up to date with all errors as the root
cause becomes known to Problem Management
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4.0
Service Desk knowledge database (HSH ONE) kept up to date with POL business and
services knowledge
Fujitsu infrastructure support of the Service Desk tools
Appropriate training plans / skills transfer of desk agents.
Appropriate training needs to include hardware, software and networks support staff,
SDU’s and 3" party suppliers
Effective routing of calls to SDUs and third parties
Effective escalation procedures and the maintenance thereof within Fujitsu, POL and third
parties
Governance of Incident / Problem Management procedures
Effective feedback to POL through Problem Management, contributing to end user
education and reduced Incident rates.
Internal feedback to improve the Incident / Management Process.
SLT knowledge and understanding across all Fujitsu and 3" party support
POA, SDU and 3" party consistent co-operation in incident identification and resolution
Resources
The resources required for this process are:
Process Owners
Incident Management Team
Service Management Team
Problem Management Team
HSD
ssc
SDU’s
Call Management System
HSH One
Peak
Despatch 1
TIVOLI
Additional remote Management, Operational and Diagnostic tools
Detailed Process and Procedure documentation
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5.0 Process Flow
5.1 Level 1 Incident Management Process
1.
. >» Incident Detecting, recording and initial
> classification
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5.2 Level 2 Incident Management Processes
5.2.1 Step 1: Incident Detecting, Recording and Initial Classification
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Version: 3.0
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Company-in-Confidence Date: 23-Mar-2005
Responsible: Service Desk, users, SDU’s, Service Management
(s0u (User Seice
\ Management
(System)
at POA Service
Desk
y
LIZ. Yes
<< Existing call or >
<< query?
“No
y.
a Record Contact,
eal advise caller of
cares incident number
. Caller satistioa¥°S SS ed)
Error Incident — Advise & with response? )
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y No
15
Advise caller of Call
Reference Number and
action according to
classification
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q J
y y y
To Incident Answer enquiry See Escalation
Management and close or refer POL Procedure for
process step 2 to POL NBSC. lec NBSC
ma y y -
(te step To step [te step To step
2 aS aS 5
Steps
1.1 An Incident is received through Contact (see definition in Section 2.0 above) with the
POA Service Desk from:
e Users
© Fujitsu and SDUs
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e POA IT Service Management
© Third Parties
e Fujitsu Service Delivery Management
1.2 The caller may be enquiring about an existing Incident. Details are provided and if the
response is satisfactory, Contact is ended, moving the incident to step 5. If the caller
is not satisfied with the response, the relevant Escalation Procedure is invoked
(CS/PRD/122 Customer Service Major Incident Communication Process). In cases of
Incidents that are either taking a long time to resolve or involve multiple SDU’s, the
Service Desk alerts Problem Management to provide focused management of the
Incident.
1.3 For a new Incident, Contact details are recorded if not system generated. Details
taken are dependent upon the error reported. Typically they may include:
The user’s name and unique ID number
Location and contact details
Alternative contact details (where appropriate)
Hardware details as appropriate
Software error details, including application use at point of failure where known
Business and User Impact
Description of Incident
Location access times
Caller assessment of the priority of the incident.
Ce
1.4 Classification of Call determined as one of the following:
e Error Incident — invoke Incident Management Process Step 2
© Quality — record details of complaint or compliment and invoke relevant Escalation
Procedure (CS/PRD/122 Customer Service Major Incident Communication
Process)
e Advice & Guidance — refer to NBSC.
© Out of scope — if the call is not within scope for the services provided by Fujitsu
advise the caller of the correct number or refer to POL NBSC and close incident.
1.5 The caller is advised of call reference number and the incident follows the process as
appropriate for the nature of the call.
5.2.2 Step 2: Assign Priority and Initial Support
Responsible: Service Desk
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Company-in-Confidence Date: 23-Mar-2005
From
\ Step t
—
24
Collect additional
Incident
Information trom
contact
——
22
Assign Severty
Level
we Yes I AWioger Alert MT
“<Atajr Incident?” I Escalation (Senice
Major incident? I Process Control)
or matching
entries
x
_ Routine
< Inder
match?
Yes
Appl resolution or
‘workaround
Link calto Master
Incident / Error
Record
Yes Advise caller of
ctatus of Incident
27.
Attempt t* Line
resolution of inckent,
with help trom PSE's
(Cink cat master
Raise incident Incident Record to
record and pass to Inform SDU of
SDU ‘additonal
‘occurence
To Step To Step Te Step
3 Ka 5
Steps
2.1 The Service Desk agent collects additional information in order to determine the
nature, impact and urgency of the Incident.
2.2 Call Severity is assigned based on the impact and urgency as per the following
criteria:
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Severity I Importance I Definition
A Critical e BUSINESS STOPPED, a Post Office down, unable to
process any business, or central system failure which will
result in a number of Post Offices being unable to process
work.
B Major ¢ BUSINESS RESTRICTED, a Post Office restricted in its
ability to transact business, e.g. one counter down.
Cc Medium e NON-CRITICAL, a Post Office working normally but with a
known disability, e.g. an interim solution (workaround) has
been provided.
D Low e INTERNAL, an internal HSH/HIT/SMC problem, e.g. a help
desk PC or a phone set inoperable.
2.3 If the incident is considered a Major Incident as defined in CS/PRD/122 Customer Service
Major Incident Communication Process, Escalation Procedures are invoked to alert:
Fujitsu Service Management
POL Service Management
Fujitsu Service Delivery Units
Third Parties.
The agent should also be aware that a Serious Complaint should also follow the
Escalation Procedure, to enable the HSD Problem Manager to make a professional
judgment concerning the severity of the complaint. In this context a Serious
Complaint is defined as one threatening contact with Media, Politicians or threatening
violence of any form.
Problem Management is also alerted to assist in the management of Major Incidents.
2.4 The Service Desk agent then attempts to resolve the Incident using the resources
available. This starts by interrogating HSH ONE to find all information related to the
Incident symptoms. If the Incident is routine, i.e. there is a predetermined route for
resolution, then the Incident is referred to the relevant SDU using the Service Desk
Support Matrix in HSH ONE.
If the Incident is not routine, the Service Desk agent checks for Known Errors listed
in HSH ONE and the SSC KEL against records relating to the Incident symptoms. If
a match is found, the agent informs the caller of the workaround or resolution
available and links the call to the master Incident record.
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2.6 If there is no match in HSH ONE or the SSC KEL, the Problem Database is checked
for current incidents outstanding. Ifa match is made, the caller is then advised of the
status of the Problem and the call is then linked to the master Incident record given in
the Problem details.
2.7 Ifno match is made against the Problem Database, the Service Desk continues with
first line resolution of the Incident assisted by the Product Support Engineers (PSE’s).
2.8 Ifthe PSE’s cannot resolve the Incident, it is referred to the relevant SDU using the
Service Desk Support Matrix in HSH ONE.
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5.2.3 Steps 3 & 4: Investigation and Diagno:
Responsible: SDU’s
From
\ Step 2
step 3
at
2 line investigate
and diagnose ~
Coordinate 3"
parties
Step 4
at
Produce
Workaround or
Resolution
42
Resolve Incident —
Master Incident
Record remains
open
incident
- 44 ~
<< Multiple arciirance: Yes
-
cat
46
Pass incident back
to service desk,
including
description of
Incident
Management to
date
Steps
IMT to initiate Service
Management Team
(SMT) and raise
Problem Management
Record for complex or
long outage incidents
KEL produced /
updated
Resolution and Recovery
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3.1 2" line support stage. The referred SDU investigates and diagnoses the
Incident, based on information already taken by the Service Desk, together with
any new information. The SDU also coordinates where sub-contract third
parties are involved. If the Incident has no associated KEL, or it is complex
and involves multiple SDU’s, or if it has been unresolved for an extended
period, the IMT initiate a Problem record to be raised by the Service
Management Team to bring it to the attention of Problem Management and for
a Problem Manager to coordinate all the parties involved.
4.1 A workaround or resolution is produced by the SDU.
4.2 The SDU then either applies the workaround or resolution or passes it to the
Service Desk to implement. The Master Incident Record remains open at this
point.
4.3 The SDU checks the workaround or resolution has been successful. Horizon
Service Desk are responsible for updating details recorded in HSH ONE, from
details supplied via the KEL created by SSC. If details from this Incident
should be added, a flag is set to bring it to the attention of the Service Desk
support staff. HSH ONE should be identical to SSC KEL in relation to
Application Software, but will also contain additional information.
4.4 Where this Incident has a number of Calls referenced to it, or where there is a
probability that proactive action is required to prevent further occurrences of
this Incident the IMT initiate a Problem record to be authorised by the Service
Management Team and passed to Problem Management.
4.5 The Incident is then passed to the Service Desk to manage the closure.
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5.2.4 Step 5: Incident Closure
Responsible: Service Desk
From
Steps
1284
I
y
5.1
No _ Caller agrees
Incident
resolved?
Closure from
Escalation
Process
Yes
5.2
Obtain Customer
Satisfaction
feedback on
agreed selective
basis
_Y¥.
To Step
3.41
{ Close call record
5.1 The Call is then closed with the agreement of the originator. If not, it is returned to
be reworked by the SDU.
5.2 Customer Satisfaction feedback is obtained from the originator of the Call on an
agreed selective basis. Within POA this may need to be confined to the CS
Scorecard, however whenever customer feedback is offered it should be recorded
and reviewed.
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5.2.5 Step 6: Ownership, Monitoring, Tracking and Communication
Responsible: Service Desk
6.1 Throughout the Incident, the Service Desk retains ownership for monitoring
and keeping the user informed of progress. The Service Desk manages the
complete end-to-end Incident process.
Activities include:
e Regularly monitoring the status and progress towards resolution of all open
Incidents
e Note Incidents that move between different specialist support groups,
indicative of uncertainty and possibly a dispute between support staff
¢ Give priority for Incident monitoring to high-impact Incidents
¢ Keep affected users informed of progress without waiting for them to call, thus
creating a pro-active profile
¢ Monitors SLT and escalates accordingly. If an Incident has no associated KEL
or, it is complex and involves multiple SDU’s, or if it has been unresolved for
an extended period, IMT initiate recognition and a Problem record is raised by
the Service Management Team to bring it to the attention of Problem
Management and for a Problem Manager to coordinate all the parties involved.
e Updating HSH ONE from information supplied from SSC KEL. This may be
applied as a direct copy or amended for use by the agents, dependant upon the
technical complexity of the update.
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6.0 Outputs
The outputs from this process are:
e A Problem referred to Problem Management where there have been one or more Incidents
for which the underlying cause is unknown
An update to the Knowledge Database
A workaround or resolution for a hardware, software or network error
An answer to a question from a user
The receipt and onward transfer of information received by the Service Desk
A service improvement recommendation.
Change of operations procedures.
Change of Business Continuity Plan (BCP) priorities and documentation.
eoeeeee
7.0 Standards
This Process conforms to:
« Process Management and ControlPA/PRO/038
e ITIL Best Practice
8.0 Control Mechanisms
The contractual measures that apply to this service are described in the Horizon System
Helpdesk Call Enquiry Matrix and Incident Prioritisation Document (CS/FS/002) and Horizon
Service Desk Service Definition (CS/SER/023). These cover service availability, service
principles, service definition, incident prioritisation, service targets and limits and Service Desk
performance reporting.
In addition, internal measures may apply for specific productivity and service improvement
activities.
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