FUJ00079968
FUJ00079968
9. POA Customer Service Incident Management Process Ref: CS/PRD/074
FUJITSU Details .
Version: 4.0
FUJITSU SERVICES
Process Date: 02-Aug-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 document describes the Customer Service Incident
Management Process
APPROVED
Mike Warren — Service Transformation Team.
Peter Thompson, Carl Marx, Nikki Hawkins, Tony Wicks,
Mike Woolgar, Mike Stewart, Julie Welsh, Graham
Mockridge, Mick Lait, Mik Peach, Mike Warren, Ian Daniel,
Deirdre Conniss, Dean Felix
(See PA/PRO/010 for Approval roles)
Name Role Signature Date
Dave Baldwin Director Customer Services
Carl Marx. Service Management Team
Manager
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Process Date: 02-Aug-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
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.
21 25/02/05 Updated format used to include introduction of
IMT and to conform to ITIL best practice and
BS15000.
3.0 23/03/05 For approval
3.1 27/06/2005 I Updated to reflect move to HSD and comments
from HSD.
40 02/08/2005 I For approval
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Process Date: 02-Aug-2005
0.2 Review Details
Review Comments by :
Review Comments to : Mike Warren
Mandatory Review
Director Customer Services Dave Baldwin
Service Management Team Manager Carl Marx
Business Service Manager Richard Brunskill
Optional Review
FS CS Service Support Team Manager Peter Thompson
FS CS Business Continuity Manager Tony Wicks
FS CS Service Delivery Manager BankOnLine I Mike Woolgar
FS CS Service Delivery Manager Engineering I Dean Felix
FS CS Service Delivery Manager BankOnLine I Mike Stewart
FS CS Service Delivery Manager HSD Julie Welsh
FS CS Service Delivery Manager DataTransfer 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
FS CS HSD Problem Initiator Rebecca West
Issued for Information — Please restrict this
distribution list to a minimum
Position Name
(*) = Reviewers that returned comments
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Process Date: 02-Aug-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 pvcs
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/001 Change Control Process PVCS
CS/QMS/001 Customer Service Policy I pycs
Manual
CS/SER/023 Horizon HSD — Service I pycs
Description
CS/FSP/002 Horizon System Helpdesk I pycs
Call Enquiry Matrix and
Incident Prioritisation
CS/REQ/025 Horizon HSD: I pycs
Requirements Definition
CS/PRD/122 POA Major Incident I Draft
Escalation Process
CS/PLA/O15 HSD Business Continuity I pycs
Plan
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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FUJITSU POA Customer Service preigent Management Process a aon carson
FUJITSU SERVICES =
Process Date: 02-Aug-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
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
AtG 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
POA HSD PI Post Office Account Horizon HSD Problem Initiator
NBSC Network Business Support Centre
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FUJITSU SERVICES
POA Customer Service Incident Management Process
Details
Process
Ref:
FUJ00079968
FUJ00079968
CS/PRD/074
Version: 4.0
Date:
02-Aug-2005
0.5 Changes in this Version
Version
Changes
4.0
Updated to reflect comments received.
0.6 Changes Expected
Changes
None
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Table of Contents
LEVEL 2 INCIDENT MANAGI z
Step 1: Incident Detecting, Recording and Init
Step 2: Assign Priority and Initial Support.....
Steps 3 & 4: Investigation and Diagnosis: Resolution and Recovery .
Step 5: Incident Closure.
Step 6: Ownership, Monitoring, Tracking and Communication ..
6.0 OUTPUTS...
7.0 STANDARD:
8.0 CONTROL MECHANISMS
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Process Date: 02-Aug-2005
1.0 Introduction
11 Process Owner
The owners of this process are the Fujitsu HSD Operations Manager and the POA Service
Delivery Team Manager responsible for the Fujitsu contract.
12 Process Objective
The objective of this document is to define the process for Incident Management in 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 HSD, where they are related to the
Fujitsu outsourcing contract. N.B calls presented to POA HSD that should be placed with the
NBSC are transferred/ referred from POA HSD to NBSC.
The scope of the process is from the receipt of an incident by the HSD, through to the
successful workaround or resolution of the incident.
For clarity it should be noted that the HSD/IMT are responsible for managing/owning
Incidents and the POA Problem Initiator is responsible for managing/owning Problems, as
defined by ITIL.
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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9. POA Customer Service Incident Management Process Ref: CS/PRD/074
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Version: 4.0
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Process Date: 02-Aug-2005
2.0 Inputs
The inputs to this process are:
e All Incidents reported by Contact with the HSD. Contact is defined as voice or Tivoli
Alert as the methods of communication with the HSD and fall into the following
categories:
© Business process error
o 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:
e Break in the communications chain to third parties. Mitigation is to invoke escalation
procedures.
e Non-availability of the Powerhelp or HSD ONE systems. Mitigation is given in the HSD
Business Continuity Plan.
e Lack of information given to the HSD 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.
3.2. Dependencies
This process is dependent on:
e Effective Incident handling by the HSD
e The known error information being available and kept up to date with all errors as the
root cause becomes known to Problem Management
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9. POA Customer Service Incident Management Process Ref: CS/PRD/074
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Version: 4.0
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Process Date: 02-Aug-2005
4.0
HSD knowledge database (HSD ONE) kept up to date with POL business and services
knowledge
Fujitsu infrastructure support of the HSD 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 and OLA 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
POA Problem Initiator
HSD/SMC
SSC
SDU’s
Call Management System
HSD ONE
Peak
Despatch I
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
4:
re Incident Detecting, recording and initial
classification
v
2e
oe Assign priority and initial support
v
3
Investigate and diagnose >
v
—
4 >
Resolution and recovery
Problem Management
v
6.
Ownership, monitoring, tracking, communication and end to end management
A
¥
5.
Incident closure
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Details
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POA Customer Service Incident Management Process
FUJ00079968
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Ref: CS/PRD/074
Version: 4.0
Date: 02-Aug-2005
5.2. Level 2 Incident Management Processes
5.2.1 Step 1: Incident Detecting, Recording and Initial Classification
Responsible: HSD, users, SDU’s, Service Management
SDU User (System I Gace
I
y
14 I
Contact received
at HSD
LA Yes
<Existing call or >
query?
N
ous :
Ae Record Contact,
advise caller of
Management incident number
System
¥
14 xX
Classification of call LE vee A .
established _7 Caller satisfieaY°s I »
Error Incident - Advise & ith response? PA Contact ended )
Guidance - Out of Scope - ES” —
Quality Y
No
15
Advise caller of Call
Reference Number and
action according to
classification
I ]
¥ ¥ ¥ y
Advise &
Incident ae Out of Scope Quality
l L
5 ‘Advise caller of
To Incident Answer enquiry HUE Escalation
Management and close or refer Ta GeO Procedure for
process step 2 to POL NBSC fcc a POL NBSC
vy ¥v 7 ¥
I To step To step Tostep I To step
ra 5 5) 5
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. POA Customer Service Incident Management Process Ref: CS/PRD/074
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Version: 4.0
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Process Date: 02-Aug-2005
Steps
Ll
eeceee
eeceee ee ee
14
.
15
An Incident is received through contact (see definition in Section 2.0 above) with the
HSD from:
Users
Fujitsu SDUs
POA IT Service Management
Third Parties
Fujitsu Service Delivery Management
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.
In cases of Incidents that are either taking a long time to resolve or involve multiple
SDU’s, the HSD alerts Problem Initiator to provide focused management of the
Incident.
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.
Classification of Call determined as one of the following:
Error Incident — invoke Incident Management Process Step 2
Quality — record details of complaint or compliment and invoke the relevant
Escalation Procedure.
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.
The caller is advised of call reference number and the incident follows the process as
appropriate for the nature of the call.
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POA Customer Service Incident Management Process Ref: CS/PRD/074
Details 5
Version: 4.0
02-Aug-2005
FUJITSU
Date:
FUJITSU SERVICES
Process
5.2.2 Step 2: Assign Priority and Initial Support
Responsible: HSD
[From ]
step 1)
a
a
a
Assign Severity
fies
y
ve
ay
eae
t
es Routine.
wo
,
25>. f
Match on Yes Ply resolution of
——
status of Incident ipeviberieal
oa
‘
af
Attempt 1" Line
reesei rnc
X,
Li >> Yes
Resolves? > I
7 No
*. ‘Link call to Master
+
)
To step
3 3
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FUJ00079968
oo] POA Customer Service Incident Management Process Ref: CS/PRD/074
FUJITSU Details Versi
ersion: 4.0
FUJITSU SERVICES
Process Date: 02-Aug-2005
Steps
2.1 The HSD 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:
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 Escalation Process, Escalation Procedures are invoked.
e The HSD/SMC agent should also be aware that a Serious Complaint may follow the
Dissatisfied PM process in the majority of cases whereby the agent alerts IMT of
possible escalation to MP/Press/or threatening PO closure. IMT will then notify POL
Customer Relations team with details. In this context a Serious Complaint is defined
as one threatening contact with Media, Politicians or threatening violence of any
form.
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Version: 4.0
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Process Date: 02-Aug-2005
2.4 The HSD agent then attempts to resolve the Incident using the resources available.
This starts by interrogating HSD 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 resolved on the call or referred to the relevant SDU
using the HSD Support Matrix in HSD ONE.
2.5 If the Incident is not routine, the HSD agent checks for Known Errors listed in HSD
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.
2.6 If there is no match in HSD ONE or the SSC KEL, the Powerhelp stack is checked
for current incidents outstanding. If a match is made, the caller is then advised of the
status of the incident and the problem record is updated to reflect the current
occurrence.
2.7 Ifno match is made against the Powerhelp stack, the HSD continues with first line
resolution of the Incident assisted by the Product Support Engineers (PSE’s). IMT
are appraised of the position.
2.8 If the PSE’s cannot resolve the Incident, it is referred to the relevant SDU using the
HSD Support Matrix in HSD ONE. IMT are appraised of the position.
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POA Customer Service Incident Management Process Ref:
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Version: 4.0
Date: 02-Aug-2005
5.2.3 Steps 3 & 4: Investigation and Diagnosis; Resolution and Recovery
Responsible: SDU’s
From
Step 2
Step 3 FS
a
2% line investigate
> and diagnose —
Coordinate 3"
parties
From
Step 5
Step 4
¥
44
Produce
Workaround or
Resolution
¥
42
Resolve Incident —
Master Incident
Record remains
open
43
Check existing
details in HSD
IMT to alert POA
Problem Initiator to the
‘existence of a pattern
likely to produce a
Problem
KEL produced /
updated
I
ONE & flag to
include current
incident
Y.
44. >
Multiple occurrence, > Yes
_ proactive action or root _
cause required?
No
v
45
Pass incident back
to service desk,
including
description of
Incident
Management to
date
IMT to alert POA
Problem Initiator to the
existence of a pattern
likely to produce a
Problem
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oo] POA Customer Service Incident Management Process Ref: CS/PRD/074
FUJITSU Details .
Version: 4.0
FUJITSU SERVICES
Process Date: 02-Aug-2005
Steps
3.1 2° line support stage. The referred SDU investigates and diagnoses the
Incident, based on information already taken by the HSD, 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 will alert the POA Problem Initiator to the existence of a pattern
likely to produce a Problem. The POA Problem Initiator is responsible for
deciding if a Problem should be raised, in collaboration/discussion with the
POA SDM aligned to this area of the business as appropriate.
N.B. In order to understand which Problem to relate further occurrences to,
IMT will get information on a Problem from the KEL, which has been updated
with the problem reference by the POA Problem Initiator. The POA Problem
Initiator will also need to input information regarding specific patterns to
watch for, as these will be different for each Incident.
Out of hours, SMC will discuss incidents with the Duty Manager, who in turn
will discuss incidents with the line of business SDM. It is the responsibility of
the SDM to alert the POA Problem Initiator to incidents occurring out of hours
that may need to be added to the Problem Management stack. This will be
contained in the following mornings daily handover log.
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
HSD to implement. The Master Incident Record (if one exists) remains open
at this point.
4.3. The SDU checks the workaround or resolution has been successful. HSD are
responsible for updating details recorded in HSD ONE, from details supplied
via the KEL created by SSC. HSD ONE should be identical to SSC KEL in
relation to Application Software, but may 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 will alert the POA Problem Initiator to the existence of a
pattern likely to produce a Problem.
4.5 The Incident is then passed to the HSD to manage the closure.
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Version: 4.0
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Process Date: 02-Aug-2005
5.2.4 Step 5: Incident Closure
Responsible: HSD
Closure from Steve
Escalation ay
Process N
641
Caller agrees
Incident
resolved?
No
Close call record
5.1 The Call is then closed with the agreement of the originator. If not, it will be
returned to the SDU to be reworked.
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Process Date: 02-Aug-2005
5.2.5 Step 6: Ownership, Monitoring, Tracking and Communication
Responsible: HSD, SSC
Throughout the Incident, the HSD retains ownership for monitoring and keeping the call
taiser informed of progress, unless the incident is specifically software related, in which case
SSC hold the responsibility for confirming details of closure.
The HSD manages the complete end-to-end Incident process.
Activities include:
Regularly monitoring the status and progress towards resolution of all open Incidents
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 will alert the POA Problem Initiator to the existence of a pattern likely to
produce a Problem
Updating HSD 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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Version: 4.0
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Process Date: 02-Aug-2005
6.0 Outputs
The outputs from this process are:
e A Problem referred to the Service Delivery Manager with line of business responsibility,
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 HSD
A service improvement recommendation.
Change of operations procedures.
Change of Business Continuity Plan (BCP) priorities and documentation.
7.0 Standards
This Process conforms to:
e Process Management and Control PA/PRO/038
e ITIL Best Practice
8.0 Control Mechanisms
The contractual measures that apply to this service are described in the Horizon HSD Service
Definition (CS/SER/023). This covers service availability, service principles, service
definition, incident prioritisation, service targets and limits and HSD performance reporting.
In addition, internal measures may apply for specific productivity and service improvement
activities.
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