FUJ00079974
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Fujitsu POA Customer Service Policy Manual Ref: CS/QMS/oo1
Version: 2.0
Company In Confidence Date: 14/09/05
Document Title: Fujitsu POA Customer Service Policy Manual
Document Type: Quality Management System
Release: Non-specific
Abstract: This document forms part of the Fujitsu POA Customer
Service Quality Management System. It provides policy
guidelines to support the definition of the CS business
processes.
Document Status: Approved
Author & Dept: Bob Davis - Fujitsu POA CS Business Effectiveness Team
Deirdre Conniss - Service Management Consultant POA
Customer Services
Contributors:
Reviewed By: Dave Baldwin, Carl Marx, Richard Brunskill, Graham
Mockridge
Comments By:
Comments To:
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Fujitsu
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POA Customer Service Policy Manual Ref: CS/QMS/oo1
Version: 2.0
Company In Confidence Date: 14/09/05
0 Document Control
0.1 Document History
1.0 26.1.01 For approval.
1 16.08.05, Updated with changes to organisation. I PPRR_0518
Also references to process
methodology removed.
2.0 14/09/05 For approval PPRR_o518
0.2 Approvel Authorities
Dave Baldwin
Customer Services
Director
0.3 Associated Doctumenty
Process Blueprint. Web page CS
Intranet.
cs Fujitsu POA Customer Service
HSRF Horizon Service Review Forum
HSD Horizon System Helpdesk
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Version: 2.0
Company In Confidence Date: 14/09/05
MBCI Major Business Continuity Incident
NBSC Networked Business Support Centre
PIR Post Implementation Review
POA Post Office Account
POL Post Office Ltd
TP Temporary Procedure
0.5 Chongey Ww thy Verriow
ou First draft.
10 Minor revisions in sections 3.4, 4.1.1, 6.2, 7.4, 8.8, 9.2, 9.3, 9.4, 10.2.2,
12.0, 14.0. Sections 4.1.2 and 4.1.3 deleted.
1d Global edits in view of organisation changes. Deletion of sections
relating to Process methodology. Minor amendments to bring
document in line with expected move to BSi5000.
0.6 Changes Expected
Comments arising from peer review.
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Fujitsu POA Customer Service Policy Manual Ref: CS/QMS/oo1
Version: 2.0
Company In Confidence Date: 14/09/05
0.7 Toble of Contents
4 INTRODUCTION 6
2 SCOPE 6
3 CS PROCESS POLICY 6
34 CS policy guidelines 6
3.2 CS business process definitions 6
3.3 CS operational procedures 8
4 RETENTION OF PROCESS RECORDS 9
5 GENERAL TOPICS THAT RELATE TO MORE THAN ONE SERVICE
MANAGEMENT DISCIPLINE 10
5.1 Operational Interface Agreements and Operational Level Agreements 10
5.2 Escalation 10
6 OPERATE AND MONITOR THE LIVE ENVIRONMENT 1
Operate Fujitsu POA central systems (including in-built software routines and automated
11
6.2 Monitor Fujitsu POA central systems 11
63 Record changes to Fujitsu POA central systems 12
64 Manage software distribution 12
7 INCIDENT MANAGEMENT 13
vAN Hours of operation (call answering) 14
7.2 Incident logging and prevention of callers being “bounced” from desk to desk 14
13 Linking incidents passed between desks 14
ZS —_ Development of Work arounds 15
1.6 Incident closure 15
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Fujitsu POA Customer Service Policy Manual Ref: CS/QMS/oo1
Version: 2.0
Company In Confidence Date: 14/09/05
27 Provision of information for service and performance reporting 15
18 Communicating problems and major business continuity incidents 16
19 Onward routing of business incidents 16
7.10 Qnward routing of unresolved complaints 16
8 PROBLEM MANAGEMENT 17
BL Hours of operation (progressing problem resolution) 17
8.2 Logging problems 17
83 Allocation of a Problem Manager 18
84 Problem resolution 18
85 Problem closure 18
9 BUSINESS CONTINUITY MANAGEMENT 18
oA Hours of operation (application of business continuity plans) 19
9.2 Business continuity planning 19
10 SERVICE AND PERFORMANCE REPORTING 19
41 SERVICE REVIEW 20
12 CHANGE MANAGEMENT 21
13 SOFTWARE RELEASE MANAGEMENT 22
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Fujitsu POA Customer Service Policy Manual Ref: CS/QMS/oo1
Version: 2.0
Company In Confidence Date: 14/09/05
1 Introduction
This document forms part of the Fujitsu POA CS Quality Management System.
It provides policy guidelines to support the definition of the CS business
processes.
The CS business is considered to be divided into a number of key process areas,
see Process Blueprint [ref. 1] for detail. The information contained within this
document defines the policy guidelines that relate to the operation of the CS
business processes and the CS external interfaces.
2 Scope
The scope of this document mirrors that defined in the CS Process Manual, see
[ref. 1] for detail.
3 CS Process Policy
The CS process policy distinguishes between policy guidelines, business process
definitions and operational procedures.
3.1 CS policy guidelines
Policy
a) CS will record and maintain the policy guidelines that are required to
support the development and maintenance of CS business process
definitions in a CS Policy Manual.
b) The CS Policy Manual will be recorded on PVCS.
3.2 CS businesy procesy definitiony
CS business process definitions have the following characteristics:
a) they are owned and authorised by nominated members of the CS
Management Team;
b) they show the inputs to and the outputs from the CS business;
c) they show how the process inputs, e.g. incidents, problems, complaints, etc.
flow through the CS business and describe the major activities performed;
d) they provide a maintained framework to support the evolution and
optimisation of the CS organisational structure, roles, responsibilities and
business effectiveness.
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e) they provide a maintained framework for the development of operational
procedures.
f) they define the current (as is) situation or a planned future position.
Policy
a) CS will develop and maintain a CS Process Blueprint. The CS Process
Blueprint will contain high-level definitions of the key CS business
processes. The CS Process Manual will be recorded on PVCS but is
primarily accessed via a Web page on the CS Intranet.
b) Where there is a business case for holding additional process information,
CS will develop and maintain additional cross-referred lower-level business
process definitions. These will also be recorded on PVCS.
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3.3 CS operational procedurey
CS operational procedures have the following characteristics:
a) they relate to a particular CS organisational unit;
b) they are owned and authorised by the CS line manager responsible for a
particular CS operational unit;
c) they describe how activities are currently carried out within a particular CS
operational unit;
d) they include exception handling and escalation procedures.
In the context of this document operational procedures also includes CS work
instructions.
Policy
a) CS line managers will develop, implement and maintain operational
procedures and / or work instructions for all business activities that are
carried out within the business area they are responsible for.
b) CS operational procedures and / or work instructions will be recorded on
PVCS. Alternatively, they may be recorded on a CS Intranet site. However,
if this option is chosen, CS line managers must put in place local procedures
to ensure that:
~ current versions of operational procedures and / or work instructions are
published on the CS Intranet site;
— their staff know how to access current versions of operational procedures
and / or work instructions;
— security is in place to safeguard the procedural information published on
the CS Intranet site;
— a capability exists to quickly access (within 1 hour) the procedural
information from an alternative source, if the electronic data on the
Intranet site is lost.
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4 Retention of procesy recordy
Policy
Selected records of the data that pass through CS processes will be retained for
a defined period. The retention periods is defined as “end of contract plus six
years”.
The following records will conform to the above.
Pathway CS and CORE SERVICES Incident_Management records
PowerHelp records
Live Incident Management PEAK records
BIMS records
Pathway CS Problem Management records
Live Problem Management PEAK records
Pathway CS Software Release Management records
Software release notes
Pathway CS Operation al Business Change records
OBC forms
CORE SERVICES Change Control records
OCP forms
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$1
5.2
General topics that relate to more than one
Operational Interface Agreementy ancl Operational
Level Agreementy
Policy
a) Fujitsu POA CS will work with relevant POL authorities to develop and
implement Interface Agreements (IFAs) and / or Operational Level
Agreements (OLAs) for each service management interface that exists
between Fujitsu POA CS and POL.
b) The IFAs and OLAs will specify the actions that are taken when errors
occur, including a clear definition of when and how incidents are raised.
c) IFAs and OLAs will be produced and published by either Fujitsu POA CS or
POL. Both organisations will authorise their use in the live environment.
d) Authorisation of an IFA or OLA will signify an obligation to ensure that
local operational procedures conform to the content of the IFA or OLA.
Escalation
Policy
a) Exceptional situations that occur in any of the CS service management
disciplines (incident management, problem management, service review,
etc.), which have a significant effect on the Fujitsu POA or POL business,
will be escalated within the relevant Fujitsu POA CS management
structures.
b) Further escalation to Fujitsu Red alert will be at the discretion of the CS
Management Team.
c) Escalation will normally occur:
~— when there is a time delay which causes consequential business impact,
or
— when it has not been possible to reach agreement on the definition or
management of an issue.
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Operate Fujitue POA central systems (including in-
built software routines andl automated processes)
Operation of the Fujitsu POA central systems has two components:
a) the automated elements that are controlled by in-built software routines;
b) manual activities that are subcontracted to Core Services.
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Policy
a) Changes to software that is involved in the operation of the Fujitsu POA
central systems will be managed via the Fujitsu POA Change Control
Process which is owned by the Fujitsu POA Programme Office. CS
Operations and / or Support Services will impact any proposed software
changes.
b) Significant changes to manual procedures, e.g. those that affect the running
of an interface, will be managed by the Operational Change Process which
is owned by Customer Services Change Manager.
c) Core Services will develop and maintain operational procedures for all
manual activities that are associated with the operation of the Fujitsu POA
central systems.
d) CS will have the opportunity, subject to giving prior warning, to audit the
Core Services operational procedures.
e) CS Operations Services will review the Core Services provided service at
agreed intervals.
6.2 Monitor Fujitwe POA central systemy
The monitoring of the Fujitsu POA central systems:
a) is achieved via the use of service management tools, e.g. Tivoli;
b) is subcontracted to Core Services.
Policy
a) Core Services will develop and maintain operational procedures for all
manual activities that are associated with the monitoring of the Fujitsu
POA central systems.
b) Core Services will maintain a clear set of criteria for determining which
“system events” are progressed to incidents.
c) Changes to (a) or (b) above will be managed by the Operational Change
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Process which is owned by Customer Services Change Management.
d) CS will have the opportunity, subject to giving prior warning, to audit the
Core Services criteria for raising incidents and the Core Services operational
procedures.
e) CS Operations Services will review the Core Services provided service at
agreed intervals.
6.3 Record changes to Fuji POA central systemy
This section applies to non-software changes. Software changes are controlled
via the Fujitsu POA Change Control Process, which is owned by the Fujitsu
POA Programme Office.
Non-software changes may be required for sizing reasons, e.g. a larger capacity
disk. Alternatively, changes may result from industry changes, e.g. certain
hardware components being replaced by new versions.
Policy
a) Non-software changes to the Fujitsu POA central systems will be managed
by the Operational Change Process which is owned by CS Change Manager.
b) The OCP forms will be used to provide a historical record of the non-
software changes that have been applied to the Fujitsu POA central
systems.
c) The retention period for OCP forms is defined in section 5.
6.4 Manage softwere distribution
Wherever possible, software is distributed electronically via the Fujitsu POA
central systems.
Software distribution is controlled by a Release Note provided by CS Release
Management authorities.
The software distribution process is subcontracted to Core Services.
Policy
a) Core Services will develop and maintain operational procedures for all
manual activities that are associated with the distribution of software.
b) CS will have the opportunity, subject to giving prior warning, to audit the
Core Services operational procedures.
c) CS Operations Services will review the Core Services provided service at
agreed intervals.
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7 Incident Management
Incident Management provides a controlled environment for the resolution of
day to day events that interrupt normal operation of the systems, services and
procedures within the live operational environment. Incident Management
also provides:
a) triggers for problem management;
b) triggers for the application of business continuity plans;
c) onward routing of unresolved complaints;
d) service data for reports.
A large part of incident management is subcontracted to Core Services. The
exceptions are third line software support, which is handled by the Fujitsu POA
CS System Support Centre (SSC) and the handling of business incidents, which
is managed by the Fujitsu POA CS Management Support Unit (MSU).
Incident
An incident is an individual day to day event, within the live environment,
which is reported to the Fujitsu POA single-point-of-contact, ie. the HSD.
Incidents may also be reported to the POL single-point-of-contact, i.e. the
NBSC. Incidents may be transferred between the HSD and the NBSC.
Where there is any chance of confusion, incidents are more tightly defined as
“live incidents”.
To avoid confusion, “incidents” that occur in the pre-live environment are
always referred to as “pre-live incidents”.
The main incident types include:
a) requests for advice and guidance;
b) reported faults or failures in equipment, software, services or procedures;
c) reported user errors;
d) reported complaints;
e) situations which need to be recorded for audit trail purposes.
Temporary procedure (TP
A TP describes the actions to be taken when specified types of incident are
encountered. TPs are developed by the appropriate expert domain within
Incident Management and are recorded on a Known Error Log.
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7.1 Houry of operation (call answering)
Policy
24 hours, each day of the year excluding Christmas Day.
7.2 Incident logging and prevention of callery being
“bounced” frow desk to desk
Policy
a) All valid telephone calls made to the Fujitsu POA HSD will result in an
incident being raised and a priority being allocated.
b) Incidents will be assigned an unique reference number.
c) The HSD will maintain a call matrix that clearly defines the types of
incidents that they accept and manage to resolution.
d) The HSD will maintain an awareness of the types of Horizon related
incidents that are handled by the NBSC.
e) If callers contact the HSD when they should have contacted the NBSC, the
HSD will normally refer the caller to the NBSC, i.e. ask them to dial the
NBSC number. By exception, if the caller states that they have already been
referred to the HSD by the NBSC, the HSD will accept the call, raise an
incident and communicate the incident to the NBSC.
7.3 Linking incidents passed between desky
Policy
a) If the HSD wishes to transfer an incident to the NBSC, the HSD will retain
ownership of the incident until the NBSC accepts the incident.
b) If the NBSC accepts the incident, the HSD will cross-refer their incident to
the NBSC incident and then close the HSD incident.
c) If the NBSC does not accept the incident, the HSD will retain ownership of
the incident and escalate the situation within the their line management for
resolution.
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7.4 Incident resolution
Policy
a) Following the logging of an incident the HSD will assume responsibility for
the control and co-ordination of the efforts required to resolve the incident.
b) Incident resolution will be progressed in accordance with agreed target
resolution times.
c) The HSD will either resolve the incident themselves or route the incident to
the appropriate expert domain. The incident record will be updated each
time there is a change of status, e.g. network tested and found to be OK,
incident routed to third line support.
d) Resolution will follow defined support procedures, which will normally
result in the system being returned to normal operation within the agreed
target resolution time. By exception workarounds may by applied while a
fix is developed.
7.5 Development of Work arounds
Policy
In exceptional situations expert domains may develop workarounds to contain
incidents while a fix is developed. Workarounds will be recorded on a Known
Error Log. POL are asked to impact any workarounds which have an impact on
POL internal business processes.
7.6 Incident closure
Policy
a) Individual incidents that relate to technical or system errors will be closed
when the service has been returned to normal operation, either by resolving
the incident or applying a workaround Closure will be agreed with the
originator of the incident.
b) Incidents that are “offered” to the POL NBSC will be closed when the NBSC
accepts responsibility for incident resolution.
c) “Master incidents” that record the need for a fix will remain open until
notification of successful release of the fix has been received.
d) “Master incidents” that relate to a problem will remain open until the
problem is resolved.
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7.7 Provisiow of information for service and performance
reporting
Policy
The HSD will maintain records to facilitate performance reporting and
incident trend analysis.
Policy
a) The HSD will communicate problems to the Fujitsu POA CS Duty Manager.
The definition of a problem is given within the section entitled Problem
Management.
b) The HSD will communicate Major Business Continuity Incidents to the
Fujitsu POA CS Duty Manager. The definition of a Major Business
Continuity Incident is given within the section entitled Business Continuity
Management.
7.9 Onward routing of busineyy ncidenty
Policy
Business incidents identified by Incident Management will be routed to the
Fujitsu POA MSU. The MSU will maintain procedures for communicating,
reporting and resolving business incidents and any financial implications.
7.10 Onward routing of unresolved complainty
Policy
a) Wherever possible, complaints reported to the HSD will be resolved by
the HSD.
b) Complaints that cannot be resolved by the HSD will be routed to the
Strategic Services Unit (SSU) within Fujitsu POA CS for resolution.
c) CS POA aims over time to move more functions from skilled operation to
less skilled operation, thereby freeing skilled staff to drive down overall
levels of complaints.
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8 Problem Management
Problem Management provides a controlled environment for the resolution of
problems that arise within the live operational environment.
Problem
Problem is the term used for an adverse situation that is:
(a) caused by a defect in the specification, design, production, implementation
or use of any of the service components
(b) substantial enough to warrant action to eradicate it. A problem may be
indicated by a trend of incidents. Problems are deemed to exist when they are
recorded on the Fujitsu POA CS or POL Problem Management Databases.
8.1 Hours of operation (progressing problem resolution)
Policy
9.00am to 5.00pm Monday to Friday.
8.2 Logging problems
Policy
a) Fujitsu POA CS will develop and maintain procedures to control the receipt
of problem notifications from HSD, from within Fujitsu POA CS and in the
case of cross-domain problems (problems that involve both Fujitsu POA CS
and POL organisations), problem notifications from POL Problem
Managers.
b) Problem notifications will result in a problem being raised, the assignment
of an unique reference number and the logging of the problem on the
Fujitsu POA CS Problem Management database.
c) Cross-domain problems, i.e. problems that require the involvement of both
Fujitsu POA CS and POL, will be logged on both the Fujitsu POA CS and
POL Problem Management databases. The Fujitsu POA CS and POL
problem references will be cross-referred.
d) All problems reported by POL will be recorded on the Fujitsu POA CS
Problem Management database, irrespective of any initial judgement
relating to Fujitsu POA’s required involvement.
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8.3 Allocation of a Problem Manager
Policy
Problems are classified as being associated with a particular service. The
Service Delivery Manager for that service will always be the Problem Manager
for any problem associated with their service. Problems which have impact
across all services will be the responsibility of the Service Delivery Team
Manager.
8.4 Problem resolutiow
Policy
Fujitsu POA CS Problem Managers will:
a) manage problem resolution;
b) ensure that the problem record on the Problem Management database is
maintained to reflect the current position;
c) manage the allocation of resource on an as required basis, to progress
specific problem resolution activities, e.g. change to a procedure, software
fix;
d) escalate within Fujitsu POA CS on an as required basis.
8.5 Problem closure
Policy
Problems will be closed when it has been agreed, by the relevant authorities,
that the underlying cause has been fixed or removed.
9 Businesy Continutty Management
Business continuity has two main components. The first is business continuity
planning, which involves the proactive identification of things that can go
wrong with the end-to-end services, developing appropriate business continuity
plans and testing that the plans work in practice.
The second component involves the application of the business continuity
plans when the end-to-end service is interrupted.
Plans
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Business continuity plans detail the actions to be taken when the end-to-end
service is interrupted.
Major Business Continuity Incident (MBCI)
MBCIs are a special type of incident, which are raised in response to the
reporting to the HSD of a major failure or disruption in the end-to-end service.
MBCIs are routed to the Fujitsu POA CS Business Continuity Manager and act
as a trigger for the application of pre-defined business continuity plans.
9.1 Hours of operation (application of businesy continuity
plans)
Policy
Fujitsu POA CS Business Continuity Management: 24 hours, each day of the
year excluding Christmas Day.
9.2 Business continuity planning
Policy
Fujitsu POA CS and POL business continuity authorities will:
a) jointly develop test scripts;
b) agree a schedule for testing the contingency and recovery arrangements for
defined components of the Horizon service;
c) maintain a joint Business Continuity Forum for reviewing all business
continuity arrangements on at least a quarterly basis;
d) work together to assess the risks and impacts of new systems / services or
changes to current systems / services, the results of which will be used to
identify the level of contingency required.
e) develop business continuity plans to meet the contingency requirements.
10 Service and Performance Reporting
Service and performance reporting identifies the level of performance of
systems and services in the live operational environment. Until the roll-out
programme is completed it also includes implementation reporting.
Reports are provided to service reviews to:
a) show how services are performing against agreed SLAs;
b) provide information for service improvement;
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c) aid in decision making;
d) highlight problems.
Reports may:
a) be periodic to support regular meetings;
b) be ad hoc;
c) provide analysis or forecasting information.
Service and Performance Reports
Service and performance reports contain information about a particular service,
derived from a reliable source, which is meaningful to the reader and aids
decision making.
Policy
a) Service and performance reports will be objective and relevant to the
interests of the target audience, with data and information contained
within the report specific to the requirements of the target audience.
b) Reports will be timely, reliable, clear, concise and meaningful to the reader.
c) Reports will have instructions that explain the format and content.
d) Reports will be in a format that the target audience understands and are
able to use effectively to allow informed decisions to be made.
e) The content of reports will include a core set of information, plus ad hoc
detail when appropriate, e.g. an explanation of a fluctuation in the reported
information.
f) Agreements will be formulated with all suppliers of data to ensure that a
clear and consistent information set is always available for analysis
purposes.
g) Periodic reports will be produced and distributed to agreed timescales, e.g.
monthly, weekly.
h) Ad hoc reports will be produced, on request, in accordance with pre-
defined reporting arrangements.
i) Reports will evolve to:
- reflect the changing state of the business;
— incorporate audience feedback on the style, layout, format and level of
detail.
11 Service Review
Service reviews bring together relevant people to assess how the service is
performing and initiate any required actions to correct shortfalls or take
advantage of improvement opportunities.
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Service Review
Service reviews examine information relating to the performance of services in
order to identify:
a) services that are not conforming to agreed SLAs;
b) any services that are deteriorating;
c) SLAs that are no longer realistic;
d) existing SLAs that are no longer required;
e) situations where additional OLAs are required.
When applicable, service reviews also identify, record and communicate to
relevant authorities:
a) service improvement opportunities;
b) problems.
Service Review Forum
Service review forums are formal pre-defined meetings held periodically to an
agreed timetable.
There will be a number of forums:
a) internal forums held as necessary within Fujitsu POA CS and POL;
b) Fujitsu POA CS and POL cross-domain forums, with each addressing a
specified service element;
c) contractually defined forums, e.g. Horizon Service Review Forum (HSRF).
The HSRF reports to the Contract Administration Board and the Contract
Steering Group. Information on these forums is defined in Schedule Aoq of the
contract.
Policy
a) Service review forums will be well structured and chaired by a nominated
manager from either Fujitsu POA or POL.
b) The chairman will ensure that:
— minutes are produced and circulated to interested parties;
— issues that cannot be resolved by the service review forum will be
escalated to the HSRF.
c) Problems will be discussed at service review forums, noted in the minutes
and progressed with via Problem Management.
d) Service improvements opportunities will be discussed at service review
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Version: 2.0
Company In Confidence Date: 14/09/05
forums, noted in minutes and progressed as service improvement
initiatives.
12 Change Management
There are two main types of change, i.e. ad hoc change and predefined change.
Ad hoc change uses POL raised Change Requests (CRs), Fujitsu POA raised
Change Proposals (CPs) and Fujitsu POA raised Contract Change Notices
(CCNs). The ad hoc change process is well established and managed within
Fujitsu POA by the Programme Office.
Pre-defined change uses agreed change mechanisms, i.e. Operational Business
Change, to make changes without the requirement for POL to raisea CR. There
are two types of OBC, i.e. product change and outlet changes.
13 Software Release Management
Policy
a) Planned software releases will be communicated to POL via a weekly
release schedule and daily release notifications.
b) Software release to the live environment will be controlled by Fujitsu POA
CS authorised Release Notes.
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