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FUJITSU
FUJITSU SERVICES
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HORIZON
DEFINITION
Requirements Definition
N/A
SERVICE
Horizon Service Desk: Requirements Definition
lence
DESK:
FUJ00080455
FUJ00080455
Ref: CS/REQ/025
Version: 1,0
Date: 23/02/2005
REQUIREMENTS
Supports CP3947 and gives the detailed requirements definition
to allow the transition of the Horizon Systems Helpdesk into the
Horizon Service Desk
APPROVED
Richard Brunskill: Fujitsu Services — Post Office Account
Nikki Hawkins; Julie Welsh; Carl Marx; Graham Mockridge
Nikki Hawkins; Julie Welsh; Carl Marx; Graham Mockridge
N/A
(See PA/PRO/O10 for Approval roles)
Name Position Signature Date
Dave Baldwin Fujitsu Services: POA
Customer Service Director
Richard Brunskill Fujitsu Services: POA HSD
Implementation Manager
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FUJITSU
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Company In Confidence
0.0 Document Control
0.1 Document History
FUJ00080455
FUJ00080455
Ref: CS/REQ/025
Version: 1,0
Date: 23/02/2005
Version No. I Date Reason for Issue Associated
CP/PinICL
0.1 14/02/05 First version for review
1.0 23/02/05 For approval after review
0.2 Review Details
Review Comments by I N/A
Review Comments to I N/A
Mandatory Review
Fujitsu Services: Post Office Account — I} Carl Marx*
Infrastructure Services Manager
Fujitsu Services: Post Office Account - Service I Nikki Hawkins*
Delivery Manager
Fujitsu Services: Post Office Account — HSD I Julie Welsh*
Implementation Manager
Optional Review
Fujitsu Services Core HSH Manager Mike Lait*
Issued for Information — Please restrict this
distribution list to a minimum
Position Name
(*) = Reviewers that returned comments
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0.3 Associated Documents
FUJ00080455
FUJ00080455
Ref: CS/REQ/025
Version: 1,0
Date: 23/02/2005
Reference Version I Date Title Source
CS/PRD/074 Incident Management Process I PVCS
CS/PRD/021 Problem Management Process I PVCS
CS/SER/023 HSD Service Description PVCS
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
0.4 Abbreviations/Definitions
Abbreviation Definition
ccD Contract Controlled Document
CEM Call Enquiry Matrix
First Line (Agent) A technical support agent who will answer the telephone, log a call, and
undertake basic diagnostics in response to a reported fault
HSD Horizon Service Desk
HSH Horizon Systems Helpdesk
IMT Incident Management Team
ITIL IT Infrastructure Library
KEL Known Error Library
Phoenix Powerhelp call handling tool development project
POA Fujitsu Services: Post Office Account
SDU Service Delivery Unit
SMC Service Management Centre
UKME Fujitsu Services: United Kingdom Mobile Engineering
0.5 Changes in this Version
Version Changes
1.0 For approval
0.6 Changes Expected
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Changes
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0.7 Table of Contents
1.0 SUMMARY..
2.0 DOCUMENT SCOPE...
3.0 I PHASE ONE: IMPLEMENTED 07 FEBRUARY 2006...
3.1 IMPLEMENTATION OF REACTIVE INCIDENT MANAGEMENT WITHIN THE EXISTING HORIZON SYSTEMS
HELPDESK..
4.0 PHASE TWO: IMPLEMENTED FROM 01 APRIL 2005.....
4.1 CREATION OF THE HSD INCIDENT MANAGEMENT TEAM (IMT).. .
4.2. IMPLEMENTATION OF PRO-ACTIVE INCIDENT MANAGEMENT Wirhin THE IM
4.3 IMPLEMENTATION OF PRO-ACTIVE PROBLEM INITIATION WITHIN THE IMT..
4.4 DEVELOPMENT AND SIGN OFF OF INCIDENT AND PROBLEM MANAGEMENT PROCE:
4.5 DEVELOPMENT AND SIGN OFF OF THE HSD SERVICE DESCRIPTION DOCUMENT..
4.6 NEW REPORTING OF INCIDENTS IN PLACE AND DELIVERED TO THE CUSTOMER (VIA POA’
4.7 IDENTIFY AND RE-BRAND FUNCTIONS OUTSIDE THE CURRENT HSH WHICH WILL “SHIFT TO THE LEFT
UNDER PHASE THREE AND FOUR... oon
4.8 POA TO DELIVER THE FIRST SET OF REQUIREMENTS TO POWERHELP DEVELOPMENT TEAM. ll
5.0. PHASE 3: IMPLEMENTED FROM 01 JULY 2005...
5.1 REVIEW OF INCIDENT AND PROBLEM INITIATION PROCESSES WITHIN THE IMT...
5.2. “SHIFT TO THE LEFT” OF PROCESSES IDENTIFIED WITHIN PHASE TWO TO CREATE A UNIFIED HSD.
5.3. POA TO DELIVER THE SECOND SET OF REQUIREMENTS TO POWERHELP DEVELOPMENT TEAM...
5.4 IDENTIFY AND RE-BRAND FUNCTIONS OUTSIDE THE CURRENT HSH WHICH WILL “SHIFT TO THE LEFT
UNDER PHASE FOUR..
5.5 ESTABLISH LINKS TO EXISTING CONFIGURATION AND ASSET MANAGEMENT SYSTE!
6.0 PHASE 4: IMPLEMENTED FROM 01 OCTOBER 200:
6.1 “SHIFT TO THE LEFT” OF PROCESSES IDENTIFIED WITHIN PHASE THREE TO CREATE A UNIFIED HSD.
6.2 INCORPORATE Day J DATA RETRIEVAL FUNCTION FROM POA INTO HSD......
6.3 REFINE LINKS TO CONFIGURATION AND ASSET MANAGEMENT...
6.4 IMPLEMENT POWERHELP CHANGES SCOPED WITHIN PHASE TWO AND THREE
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1.0 Summary
The existing Horizon Systems Helpdesk (HSH) provides a call handling facility to Post Office
Ltd. that is not fully ITIL (IT Infrastructure Library), compliant in the following areas:
¢ There is no dedicated end-to-end incident management function
« Where incident management does exist, this is often hampered by the organisational
structure with certain functions (Service Management Centre: SMC) outside of the main
service desk area
¢ There is no dedicated problem management function, where this is required in conjunction
with Post Office Account (POA). Although not specifically and ITIL requirement of a
service desk, we believe a compliant desk should assist Post Office Account (POA) in
carrying out the Problem Management process by providing trend analysis of incidents
received and the subsequent initiation of problem records where required for ongoing
investigation and resolution by POA.
e The existing configuration and asset management systems are not exploited fully in the
handling of incidents received. The Horizon Service Desk (HSD) will be fully reliant on
POA for all necessary system links and associated service requirements. A separate
programme of work is being carried out within POA to review the entire Configuration
and Asset management systems and any developments which impact the HSD will be
covered by a separate Change Proposal (CP) once this work has been completed.
¢ Call management within the POA Service Delivery Units (SDU’s), does not facilitate
accurate reporting and impact assessment of incidents
« The call management system (Powerhelp) requires development to assist in improved
incident management
Following the POA Red Alert and the subsequent review of service and technology by
external consultants it was recommended that POA create an ITIL compliant service desk
function, hereon known as the Horizon Service Desk (HSD), to address the above.
This set of requirements, underpins CP3947 which has been raised to approve the transition of
the existing HSH into the HSD within four phases:
¢ Phase One: Implemented from 07/02/05
« Phase Two: Implemented from 01/04/05
¢ Phase Three: Implemented from 01/07/05
¢ Phase Four: Implemented from 01/10/05
2.0 Document Scope
This requirements definition describes the underlying processes / resources that it is believed
are required to ensure the transition from the HSH to the HSD within the above timescales
and gives the information to enable Core Services to impact CP3947.
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3.0 Phase One: Implemented 07 February 2005
3.1 Implementation of reactive Incident Management within the
existing Horizon Systems Helpdesk
3.1.1 POA have currently implemented the process whereby all post office branches are
telephoned with an incident progress report within 24 elapsed hours where an incident
is unresolved and then at 24 hour intervals, or when further updates are received, until
the incident is resolved.
3.1.2. POA will transfer responsibility for this process to the HSD with effect from Phase
Two.
3.1.3. The HSH will continue to follow the agreed call script advising post office branches
calling the HSH in relation to on line services being unavailable that their service will
usually be restored after the initial 48 hours have elapsed. In the event that the service
is not restored, the branch will be telephoned on a daily basis with updates as to the
progression to resolution of the incident.
4.0 Phase Two: Implemented from 01 April 2005
4.1 Creation of the HSD Incident Management Team (IMT)
4.1.1 It is expected that the IMT will be based in Stevenage 09 and be co-located within the
same area as the Front Line Call Agents.
4.1.2. The IMT will be ring-fenced and will not be used to support the Front Line Agents
without due consideration as to the effect on Service Level Target (SLT) conformance
or to the detriment of the incident management function. Where there is a potential
conflict of interest the HSD will discuss the allocation of resource with POA Service
Management.
4.1.3. The IMT functionality will be delivered via a dedicated Team Manager following the
full impact assessment of resource requirements. The Team Manager will have or will
strive to obtain ITIL accreditation in IT Service Management during 2005.
4.1.4 The IMT team members will, where possible, be developed in the knowledge of the
ITIL principles around Incident and Problem Management.
4.1.5 The HSD will take over the process described within 3.1.1 and telephone all branches
within 24 hours elapsed time where an incident is unresolved and then at 24-hour
intervals, or when further updates are received, until the incident is resolved.
4.2 Implementation of pro-active Incident Management Within
the IMT
4.2.1 The IMT will monitor all incidents against contractual SLT’s.
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Company In Confidence Date: 23/02/2005
4.2.2 Where an unresolved incident is approaching the point at which conformance to the
appropriate SLT is threatened, (NB: This point needs to be defined), the IMT will
chase the appropriate SDU for progress updates. Powerhelp / Phoenix to flag when
this point is reached
4.2.3. Where progress updates suggest that conformance to SLT will not be achieved, the
IMT will obtain the estimated time of resolution from the SDU and communicate this
by telephone to the incident raiser. This action shall be reported against the appropriate
incident log within Powerhelp.
4.2.4 Should the IMT gain an unsatisfactory response from an SDU following a progress
chase, the issue will be escalated to POA Service Management who will then own the
responsibility for progressing the incident to conclusion with the SDU.
4.2.5 The IMT will then provide regular progress updates every (7BA) hours to the incident
raiser should the incident remain unresolved.
NB: Refer to Service Level Targets Document for specific SLT measures.
4.3 Implementation of pro-active Problem Initiation within the
IMT
43.1 The HSD will create a “Problem Management” stack within Powerhelp. This stack will
be used to log problems in accordance with Section 3.4 of the document entitled:
Horizon Service Desk, Service Description. Ref: CS/SER/023
4.3.2 POA will allocate a dedicated POA / HSD Problem Manager to the HSD. This
resource will report into POA but will be co-located with the HSD. This resource will
filter all identified problems initiated by the IMT prior to logging on the Powerhelp
stack (see section 4.3.1) in accordance with Section 3.4 of the document entitled:
Horizon Service Desk, Service Description. Ref: CS/SER/023. The POA / HSD
Problem Manager will review the IMT output and will appoint a POA Problem
Manager where required. NB: POA will ensure the availability of this resource
working in conjunction with the HSD in providing cover during periods of absence.
4.3.3. The IMT will monitor the Problem Records within Powerhelp on a weekly basis and
escalate to the dedication POA / HSD Problem Manager where the Problem Record
appears not to have been updated or actions appear to have been delayed.
4.3.4 The IMT will ensure that any KEL delivered, as a result of problem root cause analysis
is available to the HSD.
4.4 Development and sign off of Incident and Problem
Management Processes
4.4.1 POA resource will review and if appropriate amend Incident and Problem Management
processes
4.4.2 The HSD will be required to approve with POA the Incident Management processes
within the document entitled: Incident Management Process: Ref: CS/PRD/074
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4.4.3 The HSD will not be an approval authority on the document entitiled: Problem
Management Process: Ref: CS/PRD/021
4.5 Development and sign off of the HSD Service Description
Document
4.5.1 POA will complete the document entitled: HSD Service Description. Ref:
CS/SER/023
4.5.2 The HSD will agree this document with POA that will then become a Contract
Controlled Document within Schedule 19 of the Agreement between Fujitsu and Post
Office Ltd.
4.5.3 The HSD will complete an “internal” HSD Service Description / OLA that will
describe the processes, reporting and targets used in the delivery of the HSD function
to POA.
4.5.4 POA will approve this document with the HSD
4.6 New reporting of incidents in place and delivered to the
customer (via POA)
4.6.1 The IMT will provide daily reporting to POA showing:
4.6.2.1 The number of unresolved incidents by SDU and problem code & definition for
non post office branch raised incidents
4.6.2.2 The number of unresolved incidents raised by post office branches showing:
¢ Powerhelp call reference
« FAD code
¢ Branch name
¢ Branch postcode
¢ Problem code & definition
¢ Cause code & definition
¢ Latest update and expected resolution timescale
¢ Time / date / information relayed to Postmaster in telephone update
4.6.2.3 The number of resolved incidents by SDU, problem code and cause code
4.6.2.4The discrete daily, cumulative monthly and cumulative quarterly SLT
performance for incidents falling into the Hardware, Software and Network
problem types
4.6.2.5 The discrete daily, cumulative monthly and cumulative quarterly SLT
performance for incidents falling into the Level 1 and Level 2 SLT categories
4.6.2.6 The discrete daily, cumulative monthly and cumulative quarterly SLT
performance for incidents where a re-boot has been required to restore service.
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NB: POA MSU currently report on this SLT. This process will be transferred
to the HSD within a structured handover of process which will include 1-2-1
training where necessary of IMT staff by POA MSU.
4.7 Identify and re-brand functions outside the current HSH
which will “Shift to the left” under Phase Three and Four
4.7.1 Core Services & POA will identify those functions within the SMC that can be
logically moved into the HSD environment, (Front Line or IMT), as part of the wider
HSD within Phases Three and Four
4.7.2 Core Services will identify those functions within UKME that can be reviewed with the
option of closer management or transition into the Front Line or IMT as part of the
wider HSD subject to operational limitations.
4.7.3. Those functions identified within 4.7.1 and 4.7.2 above will be “re-branded” as HSD
functions within this phase although their location, reporting lines and job content may
well not change within this phase.
4.8 POA to deliver the first set of requirements to Powerhelp
Development team
4.8.1 POA to deliver the first set of requirements to allow further developments to
Powerhelp / Phoenix reporting and incident classification.
4.8.2 The HSD to impact this document and provide a realistic timescale for implementation,
defining “quick wins” and coding changes as a priority enable more effective incident
management.
5.0 Phase 3: Implemented from 01 July 2005
5.1 Review of Incident and Problem Initiation processes within
the IMT
5.1.1 The IMT will review with POA the end to end Incident and Problem initiation
processes introduced in Phase One and Phase Two.
5.1.2 The IMT will amend processes and introduce new processes where deficiencies and /
or omissions have been highlighted
5.2. “Shift to the left” of processes identified within Phase Two
to create a unified HSD
5.2.1 Move functions identified in Phase Two 4.7.1 (phase 3 only) & 4.7.2 into the HSD
environment.
§.2.2 Integrate functions into First Line and IMT processes
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5.3 POA to deliver the second set of requirements to Powerhelp
Development team
5.3.1 POA to deliver the second set of requirements to allow further developments to
Powerhelp / Phoenix reporting and incident classification.
5.3.2. The HSD to impact this document and provide a realistic timescale for implementation,
defining “quick wins” and coding changes as a priority enable more effective incident
management.
5.4 Identify and re-brand functions outside the current HSH
which will “Shift to the left” under Phase Four
5.4.1 Core Services & POA will identify those functions within other SDU areas other than
SMC and UKME that can be logically moved into the HSD environment, (Front Line
or IMT), as part of the wider HSD.
5.4.2 Those functions identified within 5.4.1 above will be “re-branded” as HSD functions
within this phase although their location, reporting lines and job content may well not
change within this phase.
5.5 Establish links to existing configuration and asset
management systems
5.5.1 HSD to use existing configuration and asset management systems in their analysis and
impact of incidents and problems. (See section I bullet 4)
6.0 Phase 4: Implemented from 01 October 2005
6.1 “Shift to the left” of processes identified within Phase Three
to create a unified HSD
6.1.1 Shift to the left those functions identified in Phase Three 5.4.1 and 4.7.1 (phase four)
into the HSD environment.
6.1.2 Integrate functions into First Line and IMT processes
6.2. Incorporate Day J Data Retrieval function from POA into
HSD
6.2.1 The IMT to take on the Day J Data Retrieval function from POA Business Unit. This
function requires a resource of approximately 1 man-days effort between 08.00 and
18.30hrs Monday to Saturday.
6.3. Refine links to configuration and asset management
6.3.1 HSD to refine links to existing configuration and asset management systems to
improve the analysis and impact of incidents and problems.(See section I bullet 4)
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6.4 Implement Powerhelp changes scoped within Phase Two
and Three
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