FUJ00080172
FUJ00080172
o POA Customer Service Major Incident Process
FUJITSU COMMERCIAL IN CONFIDENCE
Document Title: POA Customer Service Major Incident Process
Document Type: Process (PRO)
Release: Not Applicable
Abstract: This document describes the Customer Service Major Incident
Management Process.
Document Status: APPROVED
Author & Dept: Mike Woolgar — RMG BU CS Service Delivery Manager
Internal Distribution: Tony Atkinson, David Nicholson, Peter Thompson, Adam Parker,
Mike Woolgar, lan Venables, Dave-KeelingJames Davidson, Andy
Gibson, Steve Parker, Dave Jackson, Mike Stewart, Nick Crow,
Neneh Lowther, Dave Wilcox, lan Mills ,Tom Lillywhite Michael
Jacklin, Sarah Hill, Leighton Machin, Karen Harrod, Sandie Bothick,
Susan Appleby-Robbins, Adrienne Thompson, Claire Drake, Bill
Membury, Vince Cochrane, Pat Lywood, Saha Saptarshi, Steve
Bansal, Tony Atkinson, Saheed Salawu, John Hill
External Distribution: Dave Hulbert (POL), Mark Weaver (POL), Gary Blackburn (POL)
Alan Simpson( POL)
Security Risk YES
Assessment Confirmed
Approval Authorities:
Name Role Signature
GaetenVan-AchteTony I RMG BU Head Of Service
Atkinson DirectorOperations
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 1 of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
oO
FUJITSU COMMERCIAL IN CONFIDENCE
Note: See Royal Mail Group Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for
guidance.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 2 0f 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
0 Document Control
0.1 Table of Contents
0.1 Table of Contents
2 Document History
0.3 Review Details.
0.4 Acceptance by Document Review.
0.5 Associated Documents (Internal & External) .
0.6 Abbreviations
0.7 Glossary.
0.8 Changes Expected
0.9
. Accuracy ....
0.10 Security Risk Assessmeni
o DOCUMENT CONTROL
0.1
0.
INTRODUCTION
1 Process Owner
1.2 Process Objective
1.3 Process Rationale
3.1 _ Incident Classi
3.21 Influencing Factors in calling Major Incident.
3.3 Major Incident Trigger:
1 Network Triggers...
Infrastructure Components Triggers .
Data Centre Triggers .....
On-Line Services Triggers
3.3.5 I Security Triggers...
10
1
1
1
1
5 PROCESS ELOW iiiiicciineianacinnneingmumsmigmanmmntinaS 14
5A it Hence
T+3 = Time Incident Occurred plus 3 minutes). 15
6.1 Tech Bridge.
6.2 Service Bridg
7 FORMAL INCIDENT CLOSURE & MAJOR INCIDENT REVIEW .........ccceeeee2d
7.1 Calculating Liquidated Damages payable on Major Incidents.
©Copyright Fujitsu Services Lid 2010 COMMERCIAL IN CONFIDENCE Ref. SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
PageNo: 3 0f 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
FUJITSU COMMERCIAL IN CONFIDENCE
8 FUJITSU SERVICES ROLES AND RESPONSIBILITIES DURING A MAJOR
INCIDENT..
8.1 Role of the HSD IMT...
8.2 Role of the Major Incident Manager
8.3 Role of the Problem Manager ....
8.4 Role of the Technical Recovery Manage!
8.5 Role of the SDUs: Technical Teams / Thi i
8.6 Role of the Service Delivery Manager Who Owns the Affected Service
9 POST OFFICE / FUJITSU SERVICES INTERFACES
40 APPENDICES...
10.4 List of Templates...
10.2 Major Incident Manager Contact Details 30
10.3 Qut of Hours Duty Manager Contact Details 30
10.4 Service Delivery Managers Contact Details.
10.5 Escalation Communication Protocol...
Major Business Continuity Incidents (MBCI)
Security Major Incidents ..
Roles
Ble
iS
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 4 0f 35
(ee)
FUJITSU
POA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080172
FUJ00080172
0.2 Document History
Version No. I Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
04 03-Oct-06 First draft — to detail the Major Incident Escalation process.
Draft taken from Horizon Document CS/PRD/122, V1.0.
1.0 11-Oct-06 Revision following comments from Reviewers
2.0 02-Sep-08 Changes for Acceptance by Document Review: insertion of
Section (0.4) containing table of cross references for
Acceptance by Document Review and addition of note to front
page. No other content changes
24 24-Feb-2009 —_I Changes made for Acceptance by Document Review by Fiona
Woolfenden including the removal of references to
CS/PRDIO74 which has been Withdrawn and replaced by
SVM/SD/PRO/0018 and other tidying up changes.
Other changes to update Contact details.
22 14-Apr-2009 I Some Personnel Name changes and POA to RMG BU +
Abbreviations. Security Updates to sections 5.1, 6.3, 8.2.1,
90,
23 3-June-2009 ‘Some Personnel Changes and minor changes following review
in May 2009
30 7-July-2009 Following security audit 2 minor changes. Alan Simpson now
on distribution and 6.3, an extra bullet entry added at end of
list.
3.0 7-July-2009 Following security audit 2 minor changes. Alan Simpson now
on distribution and 6.3, an extra bullet entry added at end of
list
34 44-Jan-2010 I Changes following director failing to sign off v3.0, plus minor
contact changes.
40 26-Mar-2010 I Approval version
44 48-May-2010 Following team restructure, the process has been significantly
reviewed.
42 03-Jun-2010 I Updated following minor comments provided during review
cycle of version 4.1. This version will be presented for approval
at v5.0
5.0 07-Jun-2010 Approval version
0.3 Review Details
Review Comments by
Review Comments to
Mandatory Review
Mike Woolgar, Adam Parker & RMGADocumentManagementi
Role Name
RMG BU Service Director Gaeten Van Achte
RMG BU Head of Service Operations Tony Atkinson
RMG BU Service Operations Lead SDM Saheed Salawu
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref. SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 5 0f 35
(ee)
FUJITSU
POA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080172
FUJ00080172
Optional Revie
Services
Role Name
RMG BU Business Continuity Manager Adam Parker
RMG BU Service Delivery Manager Engineering Susan Appleby-Robbins
RMG BU Service Delivery Manager On-Line Mike Stewart
RMG BU System Support Centre Manager
Pete Thompson
FUJITSU HSD Operations Manager
Michael Jacklin
FUJITSU SMC Manager
Saha Saptarshi
IRMG_BU
Reconcilliations
Claire Drake
RMG BU HSD SDM
Sandie Bothick
FUJITSU Acceptance Manager David Cooke
Issued for Information — Ple:
distribution list to a minimum
Position/Role Name
RMG BU Service Delivery Manager: Networks lan Mills
RMG BU CISO Tom Lillywhite
Unix Team Leader Andy Gibson
NT Team Leader
Adrienne Thompson
Network Manager
Dave Jackson
DC Operations Manager
John Hill
(*) = Reviewers that retuned comments
0.4 Acceptance by Document Review
The sections in this document that have been identified to POL as comprising evidence to support
Acceptance by Document review (DR) are listed below for the relevant Requirements:
NFR DR Internal FS POL = Document Document Section Headin:
ti IFR Reference Section Number
SER-2200 SER-2178 Whole Document
SER-2202 SER-2179 Whole Document
SEC-3095 SEC-3266 3.3.5 Security Triggers
SEC-3095 SEC-3266 10.5 ‘Security Major Incidents
0.5 Associated Documents (Internal & External)
Reference Version Date Title jource:
PGM/DCM/TEM/0001 Fujitsu Services Royal Mail Group Account Dimensions
(D0 NOT REMOVE) HNG-X Document Template
CS/IFS/008 RMGA/POL Interface Agreement for the Pvcs
©Copyright Fujitsu Services Lid 2010 COMMERCIAL IN CONFIDENCE Ref. SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
PageNo: 6 of 35
FUJ00080172
FUJ00080172
oO POA Customer Service Major Incident Process ™
FUJI I SU COMMERCIAL IN CONFIDENCE
Reference Version Date Title e
Problem Management Interface
CS/PRD/021 RMGA Problem Management Process PVCS
CS/PRO/110 RMGA Problem Management Database Pvcs
Procedures
PA/PRO/O01 Change Control Process Pvcs
CS/QMS/001 Customer Service Policy Manual Pvcs
SVM/SDM/SD/0001 Service Desk — Service Description Dimensions
CS/PLA/O15 Horizon Systems Service Desk and Business I PVCS
Continuity Plan
SVM/SDM/PLA/0001 HNG-X Support Services Business Dimensions
Continuity Plan
SVM/SDM/PLA/0002 HNG-X Services Business Continuity Plan Dimensions
SVM/SDM/PLA/0030 HNG-X Engineering Service Business Dimensions
Continuity Plan
SVM/SDM/PLA/0031 HNG-X Security Business Continuity Plan Dimensions
SVM/SDM/SD/0011 Branch Network Services Service Dimensions
Description
SVM/SDM/PRO/0018 CS Incident Management Process Dimensions
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.6 Abbreviations
Abbreviation efinition
AtG Advice & Guidance
BCP Business Continuity Plan
HSD Horizon Service Desk
IMT Incident Management Team
Iso Intemational Standards Organisation
ITIL Information Technology Infrastructure Library
KEDB Known Error Database
KEL Known Error Log
MBCI Major Business Continuity Incident
MIM Major Incident Manager
MIR Major Incident Report
MsU Management Support Unit
ocp Operational Change Proposal
©Copyright Fujitsu Services Lid 2010 COMMERCIAL IN CONFIDENCE Ref. SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 7 0f 35
FUJ00080172
FUJ00080172
oO POA Customer Service Major Incident Process 4
FUJITSU COMMERCIAL IN CONFIDENCE
Abbreviation Definition
PO Post Office
POL Post Office Limited
RFC Request For Change
RMG BU. Royal Mail Group Business Unit
scT Service Continuity Team
SDM(s) Service Delivery Manager(s)
(NB: Throughout this document SDM refers to a person responsible for the Service,
and the SDM could work in, but not limited to, the Service Delivery, Service Support,
Release Management or Security teams.
SDU Service Delivery Unit
SLT Service Level Targets
SMC Systems Management Centre
SRRC Service Resilience & Recovery Catalogue
ssc System Support Centre
TB Technical Bridge
TRM Technical Recovery Manager
VIP VIP Post Office, High Profile Outlet
0.7 Glossary
Term Definition
T Time of incident occurring
T+3 Time Incident Occurred plus 3 minutes
0.8 Changes Expected
ee
0.9 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.10 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 8 of 35
FUJ00080172
FUJ00080172
oO POA Customer Service Major Incident Process “a
FUJITSU COMMERCIAL IN CONFIDENCE
1 Introduction
1.1 Process Owner
The owner of this process is the RMG BU Lead SDM, Service Operations.
1.2 Process Objective
The key objective of the process is to ensure effective and efficient management of Major Incidents,
through:
e Improvements of communication channels.
e Clarify the need to communicate awareness of potential incidents
e Improved accuracy of reporting against status of incident
e Allowing technical teams the right amount of time to diagnose and impact an incident
e Avoid unnecessary alerting of the customer
e Demonstrate to the Post Office a more professional approach
e Provision of clear defined roles and responsibilities
e Defined reporting/update timelines through duration of a major incident.
e Improved governance
e Assessing which incidents are major and which are ‘Business as Usual’
1.3 Process Rationale
This document outlines the communication and management process and guidelines to be followed in
relation to Major Incidents impacting the live estate.
The methodology defined within this document augments the existing SMS framework process presently
deployed within the live estate.
The aim of the document is to provide a pre-defined process on which future major incident
communication and management will follow and that any parties involved in that process provide updates
/receive updates at defined intervals from inception to closure of any major service impacts.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 9 of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
oO
FUJITSU COMMERCIAL IN CONFIDENCE
2 Mandatory Guidelines
Whilst it is important to maintain a balance between:
a) Allowing the technical teams the right amount of time to diagnose and impact an incident
b) Avoid unnecessary alerting of the customer
c) Assessing which incidents are major
The following guidelines should be adhered to.
e During HSD IMT Core Hours (Monday — Friday 08:00 — 18:00 and Saturday 08:00 — 14:00) HSD
IMT should be the first point of contact for operational contact between Fujitsu and the end user.
Outside these hours SMC acts as the first point of contact.
e Any activity detailed in this document which is assigned to the HSD IMT is handed over to SMC
outside the HSD IMT Core Hours.
«The relevant technical teams who are monitoring and aware of a potential major incident must
page/call the appropriate Major Incident Manager (Duty Manager out of hours) as soon as
possible, rather than wait This is not limited to major incidents alone, but must be delivered
wherever a state other than Business as Usual has been detected. The Major Incident Manager
must in turn communicate the potential incident, to POL SD for awareness and monitoring in
POL. This is usually done via the HSD IMT in hours.
e The Major Incident Manager (or Duty Manager out of hours) is responsible for communicating
both up the Fujitsu Organisation and across (see appendix 10.3) to their counterpart in POL.
Where this is impractical (i.e. leave, out of hours, unavailable), the initiative should be taken to
jump up the organisation. The important fact is that the customer is informed in a timely manner
and at the correct touch point. This communication should be by voice or direct SMS. The
communication should include the date, time, name, nature of problem, severity, if service
affecting, likely impact, and the owner for contact.
e The Major Incident Manager (Duty Manager OOH) should also initiate communication using SMS.
via HSD IMT, 08.00 to 18.00 Monday to Friday, and Saturday 08.00 to 14.00. Outside of these
hours, SMS should be via SMC.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 10 of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
3 Definition of a Major Incident
3.1. Incident Classification
As a general rule a Major Incident will always be an incident rated as severity level A (critical) in the RMG
BU Customer Service Incident Management Process Details document (SVM/SDM/PRO/0018) version
2.0, or a series of connected lower severity rated Incidents which combine to have a significant business
impact. However not all incidents rated at severity level A qualify. This is because the severity levels do
not necessarily translate to the global business impact on POL’s business. For example a single counter
post office which is unable to transact, regardless of its business volumes is rated as a Severity A.
For simplicity, Incidents are classified into three impact levels: High, Medium and Low.
High - An Incident that has occurred with a significant and potentially prolonged adverse impact on POL
business. Typically these Incidents will initially require a significant amount of reactive management
before they can be controlled and resolved.
Medium — An Incident that has the potential to cause significant impact to POL business but can be
controlled and mitigated against through effective management.
Low — An Incident that requires business attention but if managed effectively will not have significant
impact on POL business.
3.2. Influencing Factors in calling Major Incident
It is important that a major incident is defined as such, because of its business impact on the day when it
occurs, rather than simply being defined as a major incident because it appears on a list. The following
parameters will also feed into the consideration of whether a major incident exists, as follows:
e Duration i.e. how long has the vulnerability to service already existed
e Impact across the estate, including consideration of whether a service is merely degraded or
actually stopped
«Time at which the event occurs in relation to the 24 hour business day
e Time of year — eg Christmas / Easter / End of month/quarter DVLA
e Anticipated time before service can be resumed
e Impact to POL Branches, customers, clients or brand image
e Business initiatives e.g. product launches
3.3 Major Incident Triggers
The criteria below could trigger a major incident, however as detailed in 3.2, the influencing factors must
be considered. As such the list below can never be exhaustive, whilst if an incident occurs which is not
detailed, this should not be precluded from being a major incident.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 11 of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
3.3.1. Network Triggers
Network Major Incident triggers are as follows:
e Complete or significant outage of Central network
* Complete or significant outage of BT network
« Complete or significant outage of VSAT sites
3.3.2 Infrastructure Components Triggers
Infrastructure component Major Incident Triggers are as follows:
e Total loss of environments providing individual on-line service capability
« Breach of access to data centres
« Breach of security
¢ Virus outbreak
3.3.3 Data Centre Triggers
Data Centre Major Incident triggers are as follows:
e Network/LAN outage
¢ Loss of data centre
e Breach of security
3.3.4 On-Line Services Triggers
On-Line services Major Incident Triggers are as follows:
e On-line service unavailable within Data centre (not counter level)
e Number of Branches not able to provide on-line services — as defined by POL
e 3 party provided service failure — Link, Fujitsu Group
3.3.5 Security Triggers
Security major incident triggers are as follows:
e Actual or suspected attacks on the Fujitsu Services RMG BU Network or Information System.
e Theft of IT equipment / property, including software
In the event of a Security Major Incident (which may also include PCI Incidents), the security incident
management process as detailed in
SVM/SDM/PRO/0018 Appendix A must also be followed by the security SDM.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 12 of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process “a
oO
FUJITSU COMMERCIAL IN CONFIDENCE
SVM/SDM/PLA/0031 HNG-X Security Business Continuity Plan defines the actions to be taken if security
violations are identified. This must also be followed by the SDM owning the service.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 13 of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process “a
oO
FUJITSU COMMERCIAL IN CONFIDENCE
4 Calling the Major Incident
During business hours the Major Incident Manager declares and manages Major Incident (with
handovers to the Duty Manager where applicable.)
Where the impact of the incident is not immediately obvious, and it is not clear if Major Incident should be
called, escalation and discussion with the RMG BU Lead SDM, Service Operations, RMG BU Head of
Service Operations or RMG BU Service Director should occur, and a collective decision made. If Major
Incident is not called, the incident should be monitored until closure, to ensure that the impact does not
increase to Major Incident.
In the event that multiple Services are impacted, multiple Major Incident Managers will be appointed by
RMG BU Lead SDM, Service Operations, RMG BU Head of Service Operations or RMG BU Service
Director, who will remain in this role until incident closure.
Out of hours the Duty Manager is responsible for declaring Major Incident.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
PageNo: 14 0f 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process Se
1] COMMERCIAL IN CONFIDENCE OFFICE J
5 Process Flow
MAJOR INCIDENT - Process, Information & Communication Overview
HSD IMT & Major Incident Technical Teams
SMC Inc Third Parties
2
5
FE
fe
E
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 15 of 35
FUJITSU
POA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080172
FUJ00080172
5.1 Process Description (Any reference below made to T, = Time of incident occurring. Hence T+3 = Time Incident Occurred plus 3 minutes).
Box Title
Description
Key timescales
Action owner
Major Incident Identified?
Incident identified, the definition of an Incident is “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.” (SVM/SDM/PRO/0018). An
Incident may be reported from within POL domain, a supplier domain or other route
Major Incident Triggers Met?
An initial impact assessment of the incident is undertaken by
members of the RMG BU Service Team taking into account
impact on:
Live Service, Financial Integrity, Business Image
The incident is profiled as a Major Incident as outlined within
this document, including consideration of all influencing factors,
time, geographical coverage, business impact, security, public
perception, duration and relevant business initiatives coinciding
at POL and decision taken to call Major Incident.
The Major Incident Manager will consult with the Business
Continuity Plans (Ch 10.6) to identify if potential MBCI or MBCI
triggers have been met and inform RMG BU Business
Continuity Manager if appropriate.
POL SD will be informed by the Major Incident Manager of the
incident & the incident will also be escalated to Service
Delivery / Service Support team managers, if this has not
already occurred.
With agreement from RMG BU Service Delivery Manager, or
Duty Manager out of hours, SMS will be sent to RMG BU and
POL Management alerting to the potential existence of a Major
T+3
All timescales
quoted — within
this document
as viewed as
maximum, to be
improved upon
wherever
possible
T+5
Major Incident Manager
Major Incident Manager
HSD IMT (in hours)
SMC (out of hours)
©Copyright Fujitsu Services Ltd 2010
COMMERCIAL IN CONFIDENCE
Ref.
Version:
Date:
Page No
‘SVMISDMIPRO/0001
5.01
OZ-Jun25-Aug-2010
16 of 35
FUJITSU
POA Customer Service Major Incident Process
COM!
MERCIAL IN CONFIDENCE
FUJ00080172
FUJ00080172
Box Title
Description
I Key timescales
Action owner
Incident.
BAU Incident Process
If Major Incident is not declared then the BAU Incident process is followed — POL SD will be informed that there is no MI &a
closure SMS sent. The SDM for the service should ensure that the Incident is re-impacted during its lifecycle to ensure that
the impact has not increased. If, subsequently the incident is declared Major Incident, move to box “Incident Investigation
and Diagnosis started”.
Incident Investigation & Diagnosis Relevant internal SDUs / Third Parties contacted to initiate I T+ 5 Major Incident Manager
investigation & diagnosis.
Major Incident Report opened Major Incident Manager
Tech Bridge scheduled & agenda distributed.
Tech Bridge The Tech Bridge is chaired by the Major Incident Manager with I T + 15 Major Incident Manager
assistance from the Technical Recovery Manager. The Tech
Bridge is SERVICE FO:
The Tech Bridge aims :
CUSSED.
e To discuss & agree the recovery investigation & resolution
of Major Incidents
e To provide a forum
for up-to-date progress reports
«To aid communication, and the creation of Technical Bridge
Minutes which are
RMG BU & POL Management.
distributed to all involved parties and
This ensures that Major
Incident progress is known by all.
* To collate information for inclusion on the Service Portal.
Attendees at the Tech
Bridge include, but are not limited to,
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref ‘SVMISDMIPRO/0001
Version: 5.04
Date: OZ-Jun25-Aug-2010
Page No: 17 of 35
FUJITSU
POA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080172
FUJ00080172
Box Title
Description Key timescales
Action owner
RMG BU Service Management, SDU, Third Parties, POL, CS
Security & POL Security Managers
The Tech Bridge follows a set agenda which covers:
Roll call, Summary of Incident, Incident Overview, Current
Impact, Current Investigation / Recovery Action, Remedial
Actions, Actions to carry forward to Major Incident Review
The agenda template is stored on
Following the Tech Bridge, a further SMS will be sent,
providing an update on the Incident
If the outcome of the Tech Bridge is that the Incident is
determined Business As Usual (low) then an SMS
communication will be sent stating that the Incident is nota
Major Incident.
From this point forward, SMS communication, timing and
delivery requests, becomes the responsibility of the Major
Incident Manager. 30-minute updates should be the norm
The Major Incident Manager will also distribute minutes
following the conference call.
TRM will provide summary minutes to the MIM who will
distribute the minutes.
At the time agreed at the first Tech Bridge, the subsequent
Tech Bridges are held. The same agenda is followed, and
Tech Bridge +
15
©Copyright Fujitsu Services Ltd 2010
COMMERCIAL IN CONFIDENCE
Ref
Version:
Date:
Page No
‘SVMISDMIPRO/0001
5.01
OZ-Jun25-Aug-2010
18 of 35
FUJITSU
POA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080172
FUJ00080172
Box Title
Description
Key timescales
Action owner
progress on actions / recovery is provided.
If no clear recovery path is identified, the decision is then taken
on whether to escalate for Service Bridge direction
Clear recovery path identified
If during the conference call a clear recovery path is identified, t
agreement the recovery should be implemented.
If there is no clear recovery path, further investigation will be undertaken.
his should be discussed and agreed on the call. Following
Recovery / Investigation The Technical Recovery Manager will liaise with the SDUs and I T +x Technical Recovery Manager
/or third parties during the investigation / recovery.
Where appropriate a Technical Bridge will be called for a
technical discussion of the Major Incident.
Tech Bridge 1+ T+x Major Incident Manager
Service Bridge The nature of the incident determines which RMG BU Service I Timescale Major Incident Manager
Team members and POL Managers are involved in the Service I dependant on
Bridge but it would include all or some of the following: impact and POL Service Manager
nature of
oro incident.
e Major Incident Manager (Service Bridge Chairman)
e Technical Recovery Manager (if appropriate)
« RMG BU Service Director
e RMG BU Head of Service Operations
e RMG BU Lead SDM, Service Operations
e 3rd party Executives (if appropriate)
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref ‘SVMISDMIPRO/0001
Version: 5.04
Date: OZ-Jun25-Aug-2010
Page No: 19 of 35
FUJITSU
POA Customer Service Major Incident Process
COMMERCIAL IN CONFIDENCE
FUJ00080172
FUJ00080172
Box Title
Description
Key timescales
Action owner
e Appointed working group representatives as appropriate
The purpose of the Service Bridge is to:
e Provide appropriate direction on Incident resolution
e Provide added impetus to restoration of service ASAP
e Define communication intervals to Key Stakeholders
e Provide focused Incident Management in line with the
impact and severity of the Incident.
Incident Resolution
Once the incident is deemed to be resolved, final Tech Bridge
is held to agree & confirm resolution of incident. Major Incident
Review date to be set at the final Tech Bridge.
SMS communication sent confirming resolution of incident.
Draft Major Incident Report distributed within 24hrs_ of
resolution of Major Incident.
Major Incident Manager
Major Incident Review & formal Incident
Formal Closure of the Major Incident & a review of the Incident
RMG BU Lead SDM, _ Service
Closure including consideration of: Operations
« Lessons learnt
¢ Incident definition
« What went well
« Timeline
e Changes required to infrastructure
e Areview of the Major Incident Communication Process
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref. ‘SVM/SDM/PRO/0001
Version: 5.01
Date’ 07-Jun25-Aug-2010
Page No: 20 of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
foe)
FUJITSU COMMERCIAL IN CONFIDENCE
e Root Cause Analysis * if known at this point
e Business impact
e Action plan
e Service Improvement Plan update
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref. ‘SVMISDMIPRO/0001
Version: 5.01.
Date: Q7-Jun25-Aug-2010
Page No: 21 0f 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
oO
FUJITSU COMMERCIAL IN CONFIDENCE
6 Conference Calls
6.1 Tech Bridge
Irrelevant
Dial in details3,
This is a technical conference for experts to discuss and analyse the incident enabling an appropriate
action plan to be formulated to restore the service to POL without delay. The Technical Conference Call
will baseline the anticipated response, covering resolution, time and resources required.
The Technical Conference Call will be incepted as required by the Major Incident Manager.
Invitations to the Tech Bridge will be via SMS, email or voice. The dial in details will be provided at the
same time as the meeting invitation.
The Tech Bridge will be incepted at T + 15, and at regular intervals during the Major Incident, the exact
scheduling will be discussed and agreed at each preceding Major Incident Call.
Each Tech Bridge follows a set agenda which will be distributed with the meeting invitation where
possible. The conference call is chaired by the Major Incident Manager with the recovery managed by
the Technical Recovery Manager.
Following each Tech Bridge, a set of minutes will be published, which will subsequently form part of the
MAI OL en CII ENE ene REDO... ee sone Mn
I Irrelevant I
6.2 Service Bridge
Dial in detail
This is a Service Focussed call for Service Management (including technical recovery manager) and POL
to discuss the service impact of the Major Incident and to receive updates on progress of the Incident.
The purpose of the Service Bridge is to provide a focused area from which strategic decisions can be
made regarding a Major Incident.
Attendance will be mandatory from the following or their designated representative:
« RMG BU Service Director
e RMG BU Head of Service Operations
e RMG BU Business Continuity Manager
e RMG BU Service Delivery Manager / Owner (Business line specific)
« POL Head of Technical Services
e POL Service Delivery Manager
e POL Business Continuity Manager
e 3 Party Account/Service Delivery Manager
e RMG Security Manager (If Ml is a PCI or Major Security Incident)
e POL Security Incident Manager ( If MI is a PCI or Major Security incident)
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 22.of of 35
oO
FUJITSU COMMERCIAL IN CONFIDENCE
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
Actions within the Service Bridge include:
Agreement of Containment Plan
Documentation of all agreed actions with owners, and timescales
Consistent management of the major incident across all involved locations
Management of potential / MBCls within POL & RUG BU
Co-ordinate meeting times and locations
In the event of a major incident requiring a Service Bridge to be incepted, it is envisaged that this will be
in place at T+60. Participants required in the Service Bridge will be contacted via SMS as appropriate.
The Major Incident Manager will call and chair a Service Bridge. The chair person's code is held by the
RMG BU Service Director, RMG BU Head of Service Operations, RMG BU Lead SDM, Service
Operations. The Chairman will enter the call prior to the attendance of other callers and enter a
designated PIN, allowing direct entry for subsequent callers.
The TRM will be responsible for attending any meetings and providing appropriate root cause analysis
and corrective action detail
The Major Incident Review is chaired by the Major Incident Manager and follows a set agenda, which
should be distributed with the Major Incident Review meeting invite, along with the draft copy of the Major
Incident Report.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref. SVMISDM/PROTO001
Version: 5.01,
Date: 07-Jun25-Aug-2010
Page No: 23.of-of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
7 Formal Incident Closure & Major Incident Review
The purpose of a Major Incident Review is:
1. To understand the Incident that prevented a Service or Services from being delivered.
2. To confirm impact to the business, during and after the Incident and agree number of branches
impacted and duration of Major Incident.
3. To confirm the end-to-end recovery process & timeline and identify that all documented
processes were followed.
4. To analyse the management of the Incident & the effectiveness of the governance process.
5. To identify corrective actions to:
i. prevent recurrence of Incident
ii. minimise future business impact
iii. improve management of Incidents
6. To formally close the Major Incident
Output: To confirm details provided in the draft MIR provided to POL, update with corrective actions and
redistribute. The agreed impact of Major Incident must be sent to Branch Network Service Delivery
Manager for inclusion in the Counter Availability SLT Figures.
If this review highlights areas where improvements can be made, an agreed Service Improvement Plan
will be produced with appropriate actions, owners and timescales. Service Management will track all
actions to resolution. Third party actions will be reviewed at Service Review meetings.
Irrelevant
Itis critical that the number of branches impacted and the duration of the Major Incident is agreed at the
Major Incident Review and this agreement must come from POL. If for some reason POL is not present
at the Major Incident Review meeting, a separate conversation must take place. This information is
required because Major Incidents affect Counter Availability and Liquidated Damages (LDs) are paid on
Counter Availability as detailed in 7.1 below.
7.1 Calculating Liquidated Damages payable on Major
Incidents.
Liquidated damages are payable on Major Incidents which qualify as Failure Events as detailed in the
Branch Network Service Description (SVM/SDM/SD0011). Failure Event is defined in this document as
an event or series of connected events which causes one or more Counter Positions to be deemed to be
Unavailable due to a Network Wide Failure or a Local Failure. Ongoing failures will be deemed to be part
of such Failure Event until the Failure Event is closed in accordance with the Incident closure and Major
Incident Review process as detailed in section 7.0.
For a Failure Event the Incident Closure & Major Incident Review Process will require Post Office and
Fujitsu Services to agree the number of Branches and Counter Positions affected and the duration of the
outage;
The duration of the Incident must be agreed with Post Office & rounded to the nearest 30 minutes as
detailed in the Network Wide Rounding Table below
Network Wide Rounding Table
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 24.of of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
oO
FUJITSU COMMERCIAL IN CONFIDENCE
Duration of Incident Deemed duration for the
purposes of LD
calculations
30 minutes or less 30 minutes
More than 30 minutes I 1 hour
but less than 1 hour
1 hour or more but less I 1 hour
than 1 hour 30 minutes
1 hour 30 minutes or I 2 hours
more but less than 2
hours
N hours or more but I N hours
less than N hours 30
minutes
N hours 30 minutes or I (N+1) hours
more but less than
(N+1) hours
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 25-of of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
8 Fujitsu) Services Roles and_ Responsibilities
During a Major Incident
This section defines the roles and responsibilities individuals and teams have with regard to the Major
Incident Escalation Process.
8.1 Role of the HSD IMT
The role of the Horizon Service Desk Incident Management Team (HSD IMT) in the event of a Major
Incident is two-fold
e Receive & log calls from the Post Masters, and communicate the progress of investigations to
any PMs who call into the desk.
* The HSD IMT should also send impact details (to include calls offered, abandoned, queuing) to
the Major Incident Manager, who is managing the Incident. This template should be completed
every 15 mins from the point of declaring Major Incident, until the Major Incident Manager asks
for this to cease.
8.2 Role of the Major Incident Manager
The primary role of the Major Incident Manager in a Major Incident is to facilitate the management of the
Incident, through investigation and diagnosis to resolution, with the aim of making the process as efficient
& effective as possible. The Major Incident Manager acts as the central point for communication and
non-technical information flow, allowing the Recovery Manager to focus on the technical & the resolution
of the Incident. The Major Incident Manager is also responsible for creating and maintaining all the
associated documentation.
The Major Incident Manager:
«Has responsibility for creating the Major Incident Report
e Manages the communication, internally within RMG BU.
* Communicates progress of Incident with POL SD
e Identifies Business & Service impact, though discussions with the users, POL SD & HSD IMT —
providing this input into the Tech Bridge.
e Calls & chairs the Tech Bridge
e Distributes the Tech Bridge minutes provided by TRM (if appropriate).
e _Liaises with SSC to update the Service Portal
Following resolution of the Incident the Major Incident Manager schedules and chairs the Major Incident Review and
creates the Major Incident Report Document.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 26.of of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
8.3 Role of the Problem Manager
The problem manager ensures that corrective actions/ investigations are tracked and completed following
the major incident.
Any corrective actions arising from the Major Incident Review will be added to the corrective actions log
and tracked through to completion. The updates will be distributed to POL as required, and in the case of
a Security Major Incident associated with PCI failures, then the POL Security team will receive a copy of
the report.
8.4 Role of the Technical Recovery Manager
The primary functions of the Technical Recovery Manager is to act as Recovery Manager co-ordinating
and managing the restoration of Service, managing the technical teams and acting as the communication
point for the technical teams and 3” parties.
The Technical Recovery Manager:
e Manages the technical recovery of the Incident — liaising with SDUs & Third Parties.
« Provides updates on the recovery, when technicians / representatives of technical teams are
unable to attend the Tech Bridge.
e Provides the MIM with tech bridge summary minutes.
e Is the only person to liaise directly with the technical teams, including technical third parties.
e Provides summarised minutes from Tech Bridge to MIM including:
o Current status including impact and risk
o Planned recovery activities including timelines
o Root Cause Analysis, corrective actions, and their corresponding action owners and
timelines (where known)
The TRM will be responsible for attending any meetings and providing appropriate root cause analysis
and corrective action detail.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 27-of of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
8.5 Role of the SDUs: Technical Teams / Third Parties
The role is to investigate the Incident, and in the event of no pre-determined recovery options, suggest
and evaluation of potential recovery options to resolve the Incident.
The technical teams should not be contacted by any party other than the Technical Recovery Manager.
The Technical Teams / Third Parties should send an attendee to the Tech Bridge and the associated
Major Incident Review meeting. Where attendance on the Tech Bridge is not possible, a full update
MUST be provided to the TRM to ensure that the Bridge can be updated.
8.6 Role of the Service Delivery Manager Who Owns the
Affected Service
« Attends Post MI review
e Responsible for any further action proposed by the problem manager that falls outside of the MI
closure criteria.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 28 of of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
oO
FUJITSU COMMERCIAL IN CONFIDENCE
9 Post Office / Fujitsu Services Interfaces
The Post Office / Fujitsu Services interfaces are all detailed in the Process Description, section 5.1,
however for ease the interfaces have been extracted into the table below.
POL SD & POL management stakeholders updated — updated within 15 minutes of the major incident
and after this as per agreed timeline.
Draft MIR (timelines) provided — provided by the Major Incident Manager within one working day
MIR (timelines, root cause analysis, corrective actions) provided - provided by the Major Incident
Manager within one working week
Service Bridge invitation - when MI has been unresolved for greater than an hour or it is deemed
appropriate.
As detailed under Appendix 10.3, escalation of the Major Incident will also occur; this activity running
concurrently to the interfaces detailed above.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 29.of of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
10 Appendices
10.1 List of Templates
All templates are stored on the central share. .
Irrelevant
NAME ‘OF I DESCRIPTION NOTES DISTRIBUTION
TEMPLATE.
Major Incident I The Major Incident Report contains all the information I POL
Report Template abot Major Incident." This document is distributed to I pvc 51, Service Support & Service Delivery
RMG BU Head of Service Operations
RMG BU Service Director
RMG Core Service Support Teams
Major Incident I Standard format for Major Incident Review minutes. I Attendees of MIR
Review Minutes Ensures that information is collected in correct format for - -
inclusion in other reports / to be taken to Service Review. I RMG BU Service Support & Service Delivery
RMG BU Head of Service Operations
RMG BU Service Director
RMG Core Service Support Teams
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 30-of of 35
FUJ00080172
FUJ00080172
oO POA Customer Service Major Incident Process
FUJITSU COMMERCIAL IN CONFIDENCE
10.2 Major Incident Manager Contact Details
« Mike Stewart =
e Mike Woolgar
10.3 Out of Hours Duty Manager Contact Details
OOH Duty Manager Pager _) is to be used between the hours:
17.30 - 09.00 Monday PM to Thursday AM
17.00 - 09.00 Friday PM to Monday AM
Outside of these times, please contact the Major Incident Manager
10.4 Service Delivery Managers Contact Details
AREA OF RESPONSIBILITY EXAMPLE INCIDENTS FSCALATION contact DETAILS BACK UP
Infrastructure issues. Network Incidents lan Mills/Claire Tony Atkinson
Drake
Data centre issues
NT/ UNIX / Data Centres Storage Incidents
All network issues NT/UNIX Incidents
Banking and Online Services IOnline Service outagesI Mike Stewart Pager Tony Atkinson
(Inc: DVLA, Debit Card, EPAY)
‘1st point of
contact
Mobile 3 point of contact
Banking and Online Services IOnline Service outages Mike Woolgar Pager Tony Atkinson
(Inc: DVLA, Debit Card, EPAY)
2nd point of
contact
Mobile 3 point of contact
Reference data escalations New product not Dave Wilcox Kevin Mckeown
functioning
APS/TPS/SAPIPOLFS,LFS I Files-Notdelivered, I Mike Stewart Pager Saheed-Salawe
Data Transfer .
4+ Point of r “
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref SVMISDM/PROTO001
Version: 5.01,
Date: 07-Jun25-Aug-2010
Page No: 31-of of 35
FUJ00080172
FUJ00080172
o POA Customer Service Major Incident Process
FUJITSU COMMERCIAL IN CONFIDENCE
AREA OF RESPONSIBILITY EXAMPLE INCIDENTS FSCATATION contact DETAILS BACK UP
Schlag 3" pointof- contact
APSATPSISAP/POLFS,LFS I FilesNotdelivered, I Mike Woolgar
Data Transfer
contact
Business Continuity Invoking business I Adam-Parker
continuity-incident
Engineering Major issue with I Susie Appleby- Nominated by
engineering service Robbins Leighton Machin
OBC Escalations OBC job going wrong/ lan Venables Chris Bourne
press involved
Junhappy postmaster
Major software problem Major software problem. Steve Parker John Simpkins
HSD/ PostShops Major TFS call logging I Sandie Bothick Sarah Bull
issues. Major PostShop
outage
Security Security Issues I Tom Lillywhite
Virus Alerts
Release Management / Service Issues causedby I Sarah Bull
Introduction Releases
smc Monitoring/ eventing of Saheed Salawu Tony Atkinson
data centre
environment
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.04
Date: 07-Jun25-Aug-2010
Page No: 32.of- of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
10.5 Escalation Communication Protocol
The primary principle:
Up”
and
“Across
Example:
MIM would escalate up to RMG BU Lead SDM, Service Operations and across to PO SD.
10.6 Major Business Continuity Incidents (MBCI)
For Horizon the MBCI triggers are listed in:
e Horizon Services Business Continuity Plan (CS/PLA/079)
e Horizon Support Services Business Continuity Plan (CS/PLA/080)
e Horizon Service Desk Business Continuity Plan (CS/PLA/015).
For HNG-X the MBCI triggers are listed in:
« HNG-X Support Services Business Continuity Plan (SVM/SDM/PLA/0001)
e HNG-X Services Business Continuity Plan (SVM/SDM/PLA/0002)
e HNG-X Security Business Continuity Plan (SVM/SDM/PLA/0031)
e HNG-X Engineering Service Business Continuity Plan (SVM/SDM/PLA/0030).
These documents should be referred to as appropriate in the event of Major Incident to determine if
Business Continuity needs to be invoked.
10.7 Security Major Incidents
In the event of a security major incident, the incident processes as detailed in the RMG BU Customer
Services Incident Management Process (SVM/SDM/PRO/0018 Appendix A) must also be followed.
SVM/SDM/PLA/0031 HNG-X Security Business Continuity Plan defines the actions to be taken if security
violations are identified.
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 33.of- of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
ce)
FUJITSU COMMERCIAL IN CONFIDENCE
10.8 Roles
¢ MIM ~ Major Incident manager. This will by default either the day time or OOH duty manager.
A separate member of the Service management team can be appointed as the MIM
depending on the situation. The MIM will handle all communications to IMT and keep track
of time lines. The MIM is also responsible for sending SMS messages but this can be
delegated. The MIM will be assisted by a Problem Manager who will be responsible for
taking notes and coordinating actions during technical bridges. For the process to be
effective, all updates and information regarding the incident must be fed to the MIM to update
timelines and report
» Head of Service Ops — Is solely responsible for communicating, verbal and written, with RMG
BU senior managers and POL management.
Communication Process Flow
¢ On suspicion or confirmation of MI, MIM to escalate to Service Ops SDM and Head of Service
ops
¢__ MIM to inform POL SD, via IMT, within 5 minutes of the service incident
¢ All updates to POL SD is via the IMT within agreed timescales controlled by the MIM
+ MIM to issue SMS text to RMG BU alerting of potential issues — text to include date, time, nature
of problems, severity, impact and name
¢__ Head of Service Ops to inform the following within 10 minutes of the service incidents
o _RMG BU Ops Director
o HNGX Program — Geoff Butts
o POL Senior Service Delivery Managers — Dave Hulbert and Gary Blackburn
¢ On confirmation from Head of Service Ops, MIM to send SMS text to POL Mat D list if
appropriate
¢ Head of Service Ops to coordinate and harmonise response to POL and RMG BU senior
management
2 _ Periodic (interval to be determined depending on issues but not more than 30 minutes for Major
Incidents) SMS updates to be sent to the original SMS D list
¢ On final service restoration, an SMS text message must be sent to the original SMS D list
« Head of Service Ops to confirm understanding of incident closure with POL mgt and RMGA BU
senior management and agree next steps
¢__ MIM to continue liaising with IMT
Special Situations
Personnel Absence
In the absence of Head of Service Ops, Ops SDM to deputise
In the absence of both, a nominated individual would have been chosen before hand
In the absence of the Program contact, a named person on the program to be informed
fe)
fe)
jeje 0
¢ The OOH duty manager will act as the MIM
The Senior OOH duty manager will perform the role of Head of Service Ops
Duty Manager Change Over
Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref. SVM/SDM/PRO/O001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 34.of_of 35
FUJ00080172
FUJ00080172
POA Customer Service Major Incident Process
[oe]
FUJITSU COMMERCIAL IN CONFIDENCE
¢ The Duty manager who started the incident will be by default responsible for all MIM
communications responsibilities unless a different arrangement is made between the outgoing
and incoming duty managers
¢ The Head of Service Ops to be informed, via text if OOH, of who the active MIM is
©Copyright Fujitsu Services Ltd 2010 COMMERCIAL IN CONFIDENCE Ref: SVM/SDM/PRO/0001
Version: 5.01
Date: 07-Jun25-Aug-2010
Page No: 35-of- of 35