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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Service Desk: Service Description
Service Description — Contract Controlled Document
HNG-X, HNG-X Application Roll Out Transitional Period and
Pre-HNG-X Application Roll Out
Service Description for the Service Desk as provided under
contract to Post Office by Fujitsu Services
APPROVED
Richard Brunskill: Fujitsu Services.
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
(See PA/PRO/O10 for Approval roles)
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Richard Brunskill Fujitsu Services: Senior Service
Delivery Manager
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Ref: SVM/SDM/SD/0001
Version: 1.0
Date: 31/08/06
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
0.2 Review Details
Review Comments by [Date]
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: SI James Stinchcombe
Fujitsu Services: CS Liz Melrose
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: Head of Service Delivery Carl Marx
( * ) = Reviewers that returned comments
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0.3 Associated Documents
Reference Version I Date Title Source
SVM/SDM/SD/0003 Data Centre Operations Service: Service PVCS
Description
SVM/SDM/TP/0001 Nex Operational Test Plan — Joint PVCS
orking Document
SVM/SDM/PLA/0001 HNG-X Support Service Business PVCS
Continuity Plan — Joint Working Document
CS/FSP/002 Service Desk Call Enquiry Matrix and PVCS
Incident Prioritisation Document
CS/IFS/007 Service Desk / NBSC Interface Agreement I pycs
SVM/SDM/PRO/0010 Service Desk Joint Working Document PVCS
CS/PRD/074 POA Incident Management Process PVCS
SVM/SDM/SD/0010 Service Integration Service: Service PVCS
Description
SVM/SDM/PRO/0006 Service Level Target & Liquidated PVCS
Damages Exclusions
SVM/SDM/SD/0007 Service Management Service: Service PVCS
Description
SVM/SDM/SD/0017 Security Management Service: Service PVCS
Description
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation Definition
Asset Management I Record of all Fujitsu Services hardware
System
Configuration Detailed record of all Fujitsu Services hardware and software
Management System
DR Disaster recovery
Incident Management I Record of all operational Incidents received by the Service Desk
System
IVR Interactive Voice Response
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MBCI Major Business Continuity Incident
OCR Operational Change Request
POL SCT Post Office Ltd Service Continuity Team
Service Desk Customers
Any authorised person making a call to the Service Desk and logging an
Incident
SPOC
Single Point Of Contact
UPS
Uninterruptible Power Supply
0.5 Changes in this Version
Version
Changes
0.5
Following joint S&M / PM review on 14/07/06
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
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0.7 Table of Contents
1.0 SERVICE SUMMARY...
2.0 HNG-X.
SERVICE DEFINITION
Contacting the Service Desk.
Incident Management
Interfaces with Change, Asset and Configuration Management.
Information Reporting
Service Management
Capacity Management.
SERVICE AVAILABILITY.
Branch: Telephone Incident Logging
Branch: Telephone Incident Logging (Voicemail).
Branch: On Line Incident Logeing
Incident Loveing.
2.2.5 Fujitsu Services
SERVICE LEVELS AND REMEDIE
General Principles
Service Level Relie!
Rectification Plan..
Service Levels for which Liquidated Damages Apply
Service Levels for which Liquidated Damages Do Not Apply... 14
Operational Level Target: 15
Performance Metrics. 15
Design Target:
SERVICE LIMITS AND VOLUMETRIC
2.4.1 Call Volumes...
2.4.2 — Flexible Chargin
AND LIC!
Assets...
Licences...
CHARGES.
Operational Fixed Charges.
2. Operational Variable Charges.
2.6.3 Additional Operational Variable Charges.
2.7 DEPENDENCIES AND INTERFACES WITH OTE OPERATIONAL SERVIC
2.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES.........
2.9 BUSINESS CONTINUITY........
2.9.1 Summary..
Infrastructure.
Service Level Relie!
2. 10° DOCUMENTATION SET SUPPORTING THE SERVICE
3.0 I HNG-X APPLICATION ROLL OUT - TRANSITIONAL PERIOD..
3.1 SERVICE DEFINITION,
3.2. SERVICE AVAILABILITY.
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3.3 SERVICE LEVELS AND REMEDIES.
3.4. SERVICE LIMITS AND VOLUMETRIC
3.5 ASSETS AND LICE!
3.6 CHARGES...
3.7 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVIC!
3.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES
3.9 BUSINESS CONTINUITY...
3.10 DOCUMENTATION SET SUPPORTING THE SERVICE,
4.0 I PRE HNG-X APPLICATION ROLL OUT.
41 SERVICE DEFINITION.
42 SERVICE AVAILABILITY,
43 SERVICE LEVELS AND REMEDIES.
44 SERVICE LIMITS AND VOLUMETRIC:
4.5. ASSETS AND LICENCE
4.6 CHARGES
47 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVICES.
48 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES...........
4.9 BUSINESS CONTINUITY.............
4.10 DOCUMENTATION SET SUPPORTING THE
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1.0 Service Summary
4.4
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
The Service Desk Service provides a first level support, including end to end
Incident management, to Branches and other designated groups, defined in the
Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/PRO/0010), through the provision of a Service Desk function. Branches
or other designated groups within Post Office or Fujitsu Services experiencing
difficulties with any part of the Counter Equipment, Software or Operational and Call
Off Services will call the Service Desk and log an Incident reporting the
circumstances of such Incident.
The Service Desk Service also interfaces with the Change Management, Asset
Management and Configuration Management systems required to support the Branch
Infrastructure and HNG-X Central Infrastructure.
The Service Desk Service also acts as an initiator within the Problem Management
process due to its ability to monitor Incident trends against the severity received.
The Service Desk Service acts as the help desk interface for the PostShop Service
which is described in the Contract Controlled Document (CCD) entitled: “Service
Integration Service, Service Description” (SVM/SDM/SD/0010).
Fujitsu Services shall provide a non dedicated service desk function sharing the
resource with other Fujitsu Services customers as described within this Service Desk,
Service Description.
The Service Desk Service will act as a central point for information on the working
state of the Services and be responsible for informing Post Office of any service
affecting Incidents.
The Service Desk Service will keep Service Desk Customers notified of any
scheduled interruptions to the Operational or Call Off Services where those
interruptions are service affecting and will inform Post Office when the affected
services will be restored as documented within the Working Document entitled:
“Service Desk / NBSC Interface Agreement” (CS/IFS/007).
The Service Desk Service will resolve all calls relating to Incidents detailed within the
Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/PRO/0010).
The Service Desk Service shall provide the facility to receive re-directed calls from
other Post Office helpdesks and help lines as required.
The Service Desk Service shall manage the resolution of any Incident using
procedures that are defined within the Working Document entitled: “POA Incident
Management Process” (CS/PRD/074).
The Service Desk Service will accept calls from Branches, Post Office internal
departments, Post Office Clients, NBSC and the Post Office Service Continuity Team
(SCT).
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12 The Service Desk Service will accept calls from internal Fujitsu Services capability
and support units as referred to in section 2.1.1.3 of this Service Desk, Service
Description.
13 Branches wishing to contact the Service Desk will do so by telephoning a Single
Point of Contact (SPOC) telephone number. Post Office undertakes the management
and control of this SPOC telephone number. An Interactive Voice Response (IVR)
system will enable the caller to select an appropriate option to connect to the Service
Desk for circumstances where there is an issue relating to the call types referred to in
the Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/SD/0010).
1.14 Calls destined for the NBSC which have been answered by the Service Desk will be
transferred to the NBSC in accordance with the processes identified within the
Working Document entitled: “Service Desk / NBSC Interface Agreement”
(CS/FS/007).
15 Calls destined for the Service Desk which have been answered by the NBSC will be
transferred to the Service Desk in accordance with the processes identified within the
Working Document entitled: “Service Desk / NBSC Interface Agreement”
(CS/FS/007).
16 All Service Desk staff will have suitable and appropriate skills and training and act in
a professional manner whenever dealing with callers, complying with agreed Service
Desk behavioural standards. Fujitsu Services shall ensure sufficient skilled resources
are available to cover for holidays, sickness and natural wastage within Fujitsu
Services.
7 Fujitsu Services shall provide on line access to the Incident Management System call-
handling tool to Post Office. Post Office shall inform Fujitsu Services as necessary of
all Post Office staff who are authorised to access the tool.
18 To the extent that such notification is required by law, Fujitsu Services shall be
responsible for ensuring that Service Desk Customers are notified that calls may be
recorded for training and monitoring purposes.
19 Fujitsu will monitor the quality of the Service Desk Service to ensure that it meets the
Post Office specifications as documented within the Working Document entitled:
“Service Desk Joint Working Document” (SVM/SDM/PRO/0010). This may include
the recording of calls, where this is reasonably possible, for the purposes of
monitoring call control, customer satisfaction, knowledge and system use. Post Office
will agree the method and timescale with Fujitsu Services and reserve the right of
audit of any internal quality scoring.
1.20 Where Post Office chooses to carry out user satisfaction surveys, in the event that
any such survey results are pertinent to Fujitsu Services’ provision of the Service
Desk Service, the relevant survey results shall be shared with Fujitsu Services at the
next meeting of the Service Management Relationship.
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1.21 Fujitsu Services will provide information to support the response to Branch
2.0
2.1
2.1.1
2.4.14
2.1.1.2
2.1.1.3
2.1.2
2.1.2.1
2.1.2.2
2.1.2.3
complaints to Post Office.
Fujitsu Services will escalate to Post Office any Incident that occurs in high profile
Branches, in accordance with the Working Document entitled: “Service Desk Joint
Working Document” (SVM/SDM/PRO/0010).
The Service Desk Service will accept and pass on Banking Transaction Record
Queries to the Security Management Service in accordance with paragraph 2.4.1.8 of
the Security Management Service, Service Description (SVM/SDM/SD/0017).
HNG-X
Service Definition
Contacting the Service Desk
Branches will contact the Service Desk either by using the SPOC telephone number,
selecting the appropriate IVR option for the Service Desk, or via the Web Interface.
All Post Office internal departments including NBSC, Post Office Clients and the
SCT will contact the Service Desk using the telephone numbers provided within the
Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/PRO/0010,) which vary depending on the time the call is made to the
Service Desk.
Fujitsu Services internal departments will contact the Service Desk using a dedicated
telephone number which vary depending on the time the call is made to the Service
Desk.
Incident Management
The Service Desk first line agent will answer the call and welcome the caller. The
caller will be asked a number of appropriate and agreed questions to validate their
identity and ensure they are authorised to speak to the Service Desk. Where callers
are unable to successfully complete this validation, the call will be terminated by the
Service Desk.
If the NBSC has referred the caller to the Service Desk, caller validation will have
already been completed by the NBSC. Further call validation will not be completed
by the Service Desk, other than to confirm the identity of the caller. Should the caller
subsequently be found or shown to be unauthorised, Fujitsu Services will not be liable
for giving information or advice to such callers.
Those callers passing validation checking, or who have been transferred from the
NBSC, will then be asked the nature of the call, and the equipment or the
functionality affected.
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2.1.2.4 The Service Desk first line agent will then open an Incident record to record the
2.1.2.5
2.1.2.6
2.1.2.7
2.1.2.8
2.1.2.9
2.1.2.10
2.1.2.11
2.1.2.12
2.1.2.13
2.1.3
2.1.3.1
details of the caller and the Incident itself. The Incident record will assign a unique
reference number to the call, unless the caller already has a unique reference number
in relation to the Incident, in which case that unique reference number will be used.
The Incident record will contain the information as described within the Working
Document entitled: “Service Desk — Joint Working Document”
(SVM/SDM/PRO/0010).
The Service Desk first line agent will take the details of the reported fault and then
may refer to a knowledge base and undertake diagnosis. The diagnosis may resolve
the Incident in which case the Service Desk first line agent will close the Incident
with the agreement of the caller.
The Service Desk first line agent shall then update the Incident Management System
as described within the Working Document entitled: “Service Desk Joint Working
Document” (SVM/SDM/PRO/0010).
On concluding the call, the Service Desk first line agent will provide the caller with
the unique reference number associated with the Incident management record.
If the fault remains unresolved, the Service Desk first line agent will progress the
Incident as described within the Working Document entitled: “Service Desk Joint
Working Document” (SVM/SDM/PRO/0010).
Calls that do not fall into the categories listed within the Working Document entitled:
“Service Desk Joint Working Document” (SVM/SDM/PRO/0010) but that are
relevant to the NBSC will be classed as inappropriate to the Service Desk and the
caller will be referred to the NBSC for further advice.
Calls that do not fall into those categories listed in the Working Document entitled:
“Service Desk Joint Working Document” (SVM/SDM/PRO/0010) and are not
relevant to the NBSC will be classed as inappropriate and the call will be terminated
by the Service Desk.
Further detail of the categories and prioritisation of calls that are used in the Incident
Management System can be found in the Working Document entitled: “Service Desk
Call Enquiry Matrix and Incident Prioritisation Document”. (CS/FSP/002).
The Service Desk Service will set callers’ expectations when the Incident is not
resolved on the initial call and update the caller in line with the expectations set. This
does not include the provision of routine Incident updates where the Incident is being
resolved within the appropriate SLT unless Fujitsu Services has committed to a
resolution time with the Branch.
Interfaces with Change, Asset and Configuration Management
OCP Process
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The Service Desk Service will create and/or impact Operational Change Proposals (OCPs) for
operational changes in accordance with section 2.1.6 of the CCD entitled: “Service
Management Service, Service Description” (SVM/SDM/SD/0007) to enable effective Incident
and problem management to be completed.
2.1.3.2 Asset and Configuration Management
The Service Desk Service will interface with the Asset Management System and Configuration
Management System ensuring the appropriate configuration items are identified and applied
where appropriate to enable effective Incident and problem management to be completed.
2.1.4 Information Reporting
2.1.4.1 If required by Post Office, Fujitsu Services shall use reasonable endeavours to
produce service information, in electronic form and / or hard paper copy, and shall
deliver this information to Post Office within five (5) Working Days or to the agreed
timescales. The Working Document entitled: “Service Desk Joint Working
Document” (SVM/SDM/PRO/0010), describes the level and type of reporting
required.
2.1.4.2 The Service Desk Service will use reasonable endeavours to supply the Service Desk
daily performance statistics by midday on the next Working Day.
2.1.5 Service Management
2.1.5.1 Pro-Active Incident Reduction
To ensure the Branch and Counter Position availability is kept to a maximum and within the
Branch and Counter availability SLT detailed in the CCD entitled: “Data Centre Operations
Service, Service Description” (SVM/SDM/SD/0003), the Service Desk Service will work
closely with the Systems Management Service. Where an event or a system or network
condition has been identified, the Systems Management Service will raise an appropriate
Incident, this may be in advance of any Incident raised by the Branch, via the Service Desk at
the required severity / priority level to enable the issue to be resolved in accordance with the
document entitled: “POA Customer Service Incident Management Process Details”
(CS/PRD/074).
2.1.5.2 Continuous Service Improvement
The Service Desk Service will work closely with the Fujitsu Services Service Management
Service and Post Office when appropriate to identify and implement, where agreed with Post
Office, service or cost improvement initiatives within the Service Desk.
2.1.5.3. Service Reporting
The Service Desk Service will, as required, provide service reporting for distribution to Post
Office as required under the Service Management Service described in the CCD entitled:
“Service Management Service, Service Description” (SVM/SDM/SD/0007).
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2.1.6 Capacity Management
2.1.6.1 The Service Desk Service shall ensure adequate controls are in place to ensure that
there is sufficient capacity to answer and log the required number of Incidents within
the required SLTs.
2.1.6.2 The Service Desk Service shall be responsible for liaising closely with the Capacity
Management Service regarding the actual Service Desk Service performance with
current traffic volumes.
2.1.6.3 The Service Desk Service will be responsible for reviewing with the Capacity
Management Service, the forecasted Incident volumes to assess the future capacity
requirements of the Service Desk Service.
2.2 Service Availability
Branch: Telephone Incident Logging
The Service Desk Service is available via telephone to Branches from 08:00hrs to
18:30hrs Monday to Saturday (Service Desk Day) excluding Christmas Day. During
this period, the Service Desk front line agent will be available to take calls from
Branches that are received via the SPOC telephone number.
2.2.1.2. Arrangements for Bank Holidays shall only vary from a normal Service Desk Day
where agreed with Post Office, having regard to their applicability throughout the
United Kingdom.
2.2.2 Branch: Telephone Incident Logging (Voicemail)
Outside of the hours stated in section 2.2.1 of this Service Desk, Service Description, the
Service Desk Voicemail Service will be provided to take messages. Messages left on the
Service Desk Voicemail Service will be retrieved and actioned by the Service Desk
commencing at 08:00hrs on the following Working Day in accordance with the Working
Document entitled: “Service Desk Joint Working Document” (SVM/SDM/PRO/0010).
2.2.3 Branch: On Line Incident Logging
The Service Desk Service is available via on line web access to Branches 24/7, 365 days per
year. If an Incident is logged via this route, an automated response will be generated
confirming receipt of the Incident. The Service Desk will progress the Incident to resolution as
described within the Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/PRO/0010).
2.2.4 Post Office Internal Departments, Post Office Clients and the
Service Control Team: Telephone Incident Logging
The Service Desk Service is available to Post Office internal departments, Post Office Clients
and SCT 24/7, 365 days per year using the telephone contact number identified within the
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Working Document entitled: “Service Desk Joint Working — Document”
(SVM/SDM/PRO/0010).
2.2.5 Fujitsu Services Departments: Telephone Incident Logging
The Service Desk is available to internal Fujitsu Services departments 24/7, 365 days per year.
2.3. Service Levels and Remedies
2.3.1 General Principles
The Service Desk has prime responsibility for meeting the SLT without associated liquidated
damages, as defined in section 2.3.5 of this Service Desk, Service Description.
2.3.1.1 Service Level Reporting Measurement Periods
2.3.1.1.1 SLTs detailed in section 2.3.5 of this Service Desk, Service Description, which do
not specify a measurement period are;
(a) reported monthly via the SRB; and
(b) I measured over a Service Level Measurement Period equating to a Post Office
financial quarter, i-e.:
°
°
°
°
January to March;
April to June;
July to September; or
October to December.
2.3.1.1.2 The values applicable to each of the Service Desk SLTs are identified within section
2.3.5 of this Service Desk, Service Description.
2.3.1.2 Operational Level Target Measurement Periods
2.3.1.2.1 The performance of the Service Desk during each calendar month shall be measured
against each of the OLT applicable in respect of the Service Desk Service.
2.3.1.2.2 The OLT identified within section 2.3.6 of this Service Desk, Service Description
only apply within the hours of 09.00 to 17.30 Monday to Friday excluding Bank
Holidays.
2.3.1.2.3 Post Office may monitor the performance of the Service Desk Service OLT on
request.
2.3.2 Service Level Relief
2.3.2.1. If the limits defined in section 2.4.1 of this Service Desk, Service Description are
exceeded over a monthly period, Fujitsu Services will be entitled to adjust the
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2.3.2.2.
2.3.3
measurements of performance in respect of the SLTs, affected by this excess. Such
adjustments shall be made on the following basis:
(a)
(b)
if the monthly limit is exceeded as a result of Default by Fujitsu Services, no
adjustment shall be made to the performance measurements for the affected
SLTs in respect of that month; or
if the monthly limit is exceeded for any reason other than a Default by Fujitsu
Services, the performance measurements for the affected SLTs in respect of
that month shall be disregarded and replaced with an average measurement for
that month (based upon actual performance measurements over the previous
three (3) calendar months), or as otherwise as agreed between Post Office and
Fujitsu Services.
Any dispute between Post Office and Fujitsu Services arising in connection with the
application of this section 2.3.2 of this Service Desk, Service Description shall be
resolved in accordance with the Dispute Resolution Procedure.
Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
There are no specific SLTs associated with the Service Desk for which liquidated damages
apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
Telephone answering SLT will be measured from the point the redirected telephone call enters
the Service Desk telephone switch.
2.3.5.1 Service Desk Front Line Targets
Table 1
Description SLT
Calls answered within 30 seconds >= 80%
Average time to answer < 10 seconds
Calls not answered <5%
First time fix >= 85%
Availability of Service Desk Voicemail Service outside of Service Desk standard hours 100%
Availability of web call logging facility (back end server) >= 99.5%
Voicemail calls raised out of the Service Desk Day on the Fujitsu Services call logging I 100%
system responded to next Working Day with ring back commencing at 08:00hrs.
Sofiware incidents resolved by re-boot or the application of a work-around <= 15 minutes I 95%
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Software incidenis resolved by re-boot or the application of a work around < = 30 minutes I 100%
All calls to the PostShop HelpDesk will be included in the overall calculation for Service Desk
front line targets.
2.3.6 Operational Level Targets
2.3.6.1 Customer Complaints
Table 2
Measure OLT
Standard Complaint — response to Post Office in 5 Working Days
High Profile Complaint — response to Post Office I 2 Working Days
in
2.3.7 Performance Metrics
There are no performance metrics associated with the Service Desk.
2.3.8 Design Targets
There are no design targets associated with the Service Desk.
2.4 Service Limits and Volumetrics
2.4.1 Call Volumes
Table 3
Financial Year Monthly Call
Volumes * Includes
WEB logged calls
2009 / 2010 11000
2010/2011 11000
2011/2012 11250
2012 / 2013 11550
2013 / 2014 11900
2014 / 2015 12200
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2.4.2 Flexible Charging
2.4.2.1 Following cach Service Level Measurement Period, Post Office and Fujitsu Services will
2.4.2.2
2.4.2.3
2.4.2.4
2.5
2.5.1
assess whether on average, in the relevant Service Level Measurement Period, the actual
number of calls is more than 110% or less than 90% of the limit. In making that assessment,
Post Office and Fujitsu Services shall consider the cause of any monthly peaks in excess of
the monthly averages during the period and disregard the measurements in respect of those
months where the peaks have arisen as a result of a Fujitsu Services Default. If, having made
this assessment, Post Office and Fujitsu Services agree (acting reasonably), that the actual
number of calls is more than 110% or less than 90% of the limit applicable within any three
(3) consecutive months, Post Office and Fujitsu Services shall meet to discuss, (acting
reasonably), any appropriate action, which shall include consideration of the amount of the
Charges for the Service Desk Service which may be increased or decreased to reflect any
increase or decrease in Fujitsu Services' costs as assessed on an Open Book basis. Any such
adjustment to the Charges for the Service Desk Service shall be agreed under the Change
Control Procedure.
It is expected that 10% (ten per cent) of Incidents will be logged by Branches via the Web
Interface.
Any increase in the percentage of Incidents logged via the Web Interface will instigate a
review of the price of the Service Desk Service quoted in Schedule D1 of this Agreement and
a revised price per Counter Position assessed on an Open Book basis and agreed between
Post Office and Fujitsu Services. Any such adjustment to the Charges for the Service Desk
Service shall be agreed under the Change Control Procedure.
If circumstances arise such that Post Office requires urgent changes to the level of service for
the Service Desk Service, Fujitsu Services shall use reasonable endeavours to extend the level
of service as soon as reasonably practicable to whatever is required by Post Office for a price
to be assessed on an Open Book basis and agreed between the Parties. Any such adjustment
to the Charges for the Service Desk Service shall be agreed under the Change Control
Procedure. In these circumstances, any appropriate SLTs in force will be suspended.
Assets and Licences
Assets
There are no assets associated with the Service Desk Service.
2.5.2
Licences
The Service Desk Service will ensure that all third party software licences from time to time required
by Fujitsu Services to provide the Service Desk Service are maintained to ensure they are current and
valid for the version of third party software being used at the time. Where a licence or its associated
support and maintenance is due to expire, and Fujitsu Services determine that renewal is required, the
Service Desk Service will ensure that the appropriate renewal process, as defined by the appropriate
software vendor or licensor, is completed and a new licence is concluded prior to the expiry date to
ensure continuity of the service.
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FUUITSU SERVICES. Commercial in Confidence Date: 31/08/06
2.6 Charges
2.6.1 Operational Fixed Charges
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charges
The Service Desk Operational Variable Charge is calculated against the number of Counter
Positions within the Post Office estate, including CTO Counters, NBSC and at a price per
Counter Position as defined in Schedule D1 of this Agreement.
2.6.3 Operational Variable Charges
There are no additional operational variable charges associated with the Service Desk Service.
2.7 Dependencies and Interfaces with Other Operational
Services
Any changes agreed between Post Office and Fujitsu Services to the scope or availability of
the Service Desk Service and/or any of the other Operational Services will be agreed in
accordance with the Change Control Procedure. This section describes the interfaces with
other Operational Services as at the Amendment Date, as follows:
2.7.1.1 The CMT Service
The Service Desk Service will support the CMT Service by receiving calls relating to Incidents
and the provision of the Incident management system. If the scope of the Service Desk
Service changes, an alternative Service Provider would have to take over this role.
2.7.1.2. The Systems Management Service
The Service Desk Service will support the Systems Management Service by receiving calls
relating to Incidents and the provision of the Incident management system. If the scope of the
Service Desk Service changes, an alternative Service Provider would have to take over this
role.
2.7.1.3. The Engineering Service
The Service Desk Service will support the Engineering Service by receiving calls relating to
Incidents and the provision of the Incident management system. If the scope of the Service
Desk Service changes, an alternative Service Provider would have to take over this role.
2.7.1.4 The Third Line Support Service
The Service Desk Service will support the Third Line Support Service by receiving calls
relating to Incidents and the provision of the Incident management system. If the scope of the
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Service Desk Service changes, an alternative Service Provider would have to take over this
role.
2.7.1.5 The Central Network Service
The Service Desk Service will support the Central Network Service by receiving calls relating
to Incidents and the provision of the Incident management system. If the scope of the Service
Desk Service changes, an alternative Service Provider would have to take over this role.
2.7.1.6 The Data Centre Operations Service
The Service Desk Service will support the Data Centre Operations Service by receiving calls
relating to Incidents and the provision of the Incident management system. If the scope of the
Service Desk Service changes, an alternative Service Provider would have to take over this
role
2.7.1.7 The Management Information Service
The Management Information Service may request data to support MIS Reports delivered
internally within Fujitsu Services or to Post Office. If the scope of the Service Desk Service is
changed, the Service Management Service may have to take over this role.
2.7.1.8 The Reference Data Management Service
The Service Desk Service will support the Reference Data Management Service by receiving
calls relating to Incidents and the provision of the Incident management system. If the scope
of the Service Desk Service changes, an alternative Service Provider would have to take over
this role.
2.7.1.9 The Branch Network Service
The Service Desk Service will support the Branch Network Service by receiving calls relating
to Incidents and the provision of the Incident management system. If the scope of the Service
Desk Service changes, an alternative Service Provider would have to take over this role.
2.7.1.10 The Security Management Service
The Service Desk Service will support the Security Management Service by receiving calls
relating to Incidents and the provision of the Incident management system. If the scope of the
Service Desk Service changes, an alternative Service Provider would have to take over this
role.
2.7.1.11 The Service Management Service
If the scope of the Service Desk Service is changed, the Service Management Service may
have to take over the role of managing an alternative Service Provider.
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2.7.1.12 The Reconciliation Service
The Service Desk Service will support the Reconciliation Service by receiving calls relating to
Incidents and the provision of the Incident management system. If the scope of the Service
Desk Service changes, an alternative Service Provider would have to take over this role.
2.7.1.13 The OBC (Branch Change) Service
The Service Desk Service will support the OBC (Branch Change) Service by receiving calls
relating to OBC Branch changes for distribution to the Engineering Service and the provision
of the Incident management system. If the scope of the Service Desk Service changes, an
alternative Service Provider would have to take over this role.
2.8 Post Office Dependencies and Responsibilities
2.8.1. In addition to the generic Post Office responsibilities set out in Schedule AS of the
Agreement, Users and Service Desk Customers will call the Service Desk via
telephone or log Incidents via the Web Interface and provide as clear and accurate
description of the fault as is possible as applicable to the type of medium used by the
caller to log the Incident using the Service Desk Service.
2.8.2. Post Office shall comply with its obligations under sections 1.17 and 1.19 of this
Service Desk, Service Description.
2.9 Business Continuity
2.9.1. Summary
This section defines the measures taken to minimise the risk of not being able to provide the
Service Desk Service and sets out what Fujitsu Services is required to provide in terms of
business continuity specific to the provision of this Service Desk Service. Details of the
Service Desk Business Continuity Plan are set out in the Working Document entitled: “HNG-
X Support Service Business Continuity Plan Joint Working Document”
(SVM/SDM/PLA/0001).
2.9.2 Infrastructure
2.9.2.1 Voice Systems Features
2.9.2.1.1 All calls into the Service Desk are routed via a single number operated by British
Telecom (BT). This service has been stated to provide 100% resilience for call delivery
into the Service Desk, and therefore Fujitsu Services has not provided any additional
resilience in order to operate using this service.
2.9.2.1.2 In the event that the primary Service Desk site is rendered inoperable (e.g. building
evacuation), then calls are either re-directed to a Service Desk Voicemail Service, or will
automatically be redistributed to the Service Desk DR site.
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2.9.2.1.3 Remote diverts can be activated, by approved managers, via Post Office’s suppliers.
This may need to be used in conjunction with the temporary transference of reinforcement
staff from the primary Service Desk site to a DR site.
2.9.2.2. Web Interface Access
In the event that the back end server hosting the Web Interface becomes inoperable, Branches
will resort to telephone logging of Incidents until the Web Interface is fully restored.
2.9.2.3. Incident Management System
2.9.2.3.1 In the event that the primary Incident Management System becomes unavailable,
failover will occur to a backup Incident Management System within two (2) hours of
the initial failure.
2.9.2.3.2 In the event that the backup incident management system is unavailable, the Service
Desk Service will resort to manual logging of Incidents until the Incident
Management System is restored and then input manually logged Incidents into the
restored Incident Management System.
2.9.2.4 Power
To provide contingency against mains power failure, the Service Desk Incident Management
System, the web servers, and the Service Desk telephone communications equipment at the
Service Desk primary site shall be protected by Un-interruptible Power Supplies (UPS). A
standby generator shall be in place at the Service Desk primary site. In the event of power loss
it is expected that continuous power shall be provided, initially by the UPS and then by the
generator.
2.9.2.5 Failover Timescale
Fujitsu Services shall ensure Service Desk access to the Incident Management System at the
DR site is available to the Service Desk Service within two (2) hours of the initial failure.
2.9.2.6 Testing
Fujitsu Services will ensure a minimum of one (1) walkthrough and one (1) operational test
per year is provided covering the Incident Management System subject to agreeing the actual
dates for such tests with Post Office, such agreement not to be unreasonably withheld as
defined within the Working Document entitled: “HNG-X Operational Test Plan — Joint
Working Document” (SVM/SDM/TP/0001).
2.9.3 Service Level Relief
2.9.3.1 If for any reason other than a Default by Fujitsu Services the Service Desk becomes
unavailable for use, the SLTs as set out within this Service Desk Service, Service
Description will be suspended for the period of such unavailability subject to a
maximum period of either:
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2.9.3.1. 1three (3) hours; or
2.9.3.1.2the remainder of the Service Desk Day,
whichever is the shorter period.
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Service Desk Service, Service Description
supports the delivery of the Service Desk Service. Should any elements of the Service Desk
Service be changed following agreement with Post Office in accordance with the Change
Control Procedure, Fujitsu Services will ensure these documents are also reviewed and
amended where necessary in line with changes agreed.
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Commercial in Confidence Date:
3.0 HNG-X Application Roll Out — Transitional Period
3.1 Service Definition
3.1.1. The Web Interface is only available for those Branches migrated to the HNG-X
application.
3.1.2 See section 2.1 of this Service Desk, Service Description.
3.2. Service Availability
3.2.1. The Web Interface is only available for those Branches migrated to the HNG-X
application.
3.2.2 See section 2.2 of this Service Desk, Service Description.
3.3. Service Levels and Remedies
See section 2.3 of this Service Desk, Service Description.
3.4 Service Limits and Volumetrics
3.4.1. Call Volumes
See section 2.4 of this Service Desk, Service Description, save for Table 3, which shall be
replaced by Table 4 below:
Table 4
Financial Year Monthly Call
Volumes * Includes
WEB logged calls
2008 / 2009 13000
3.5 Assets and Licences
See section 2.5 of this Service Desk, Service Description.
3.6 Charges
See section 2.6 of this Service Desk, Service Description.
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FUUITSU SERVICES. Commercial in Confidence Date: 31/08/06
3.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Service Desk, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Service Desk, Service Description.
3.9 Business Continuity
See section 2.9 of this Service Desk, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Service Desk, Service Description.
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FUJITSU Version: 1.0
FUAITSU SERVICES Commercial in Confidence Date: 31/08/06
4.0 Pre HNG-X Application Roll Out
4.1 Service Definition
See section 2.1 of this Service Desk, Service Description.
4.2 Service Availability
See section 2.2 of this Service Desk, Service Description.
4.3 Service Levels and Remedies
See section 2.3 of this Service Desk, Service Description save for section 2.3.5.1 Table 1
where row 6 is excluded (Web Interface back end systems) and rows 8 and 9 are replaced by
section 4.3.1 (Tables 5 and 6) below.
4.3.1 SLT’s and Liquidated Damages Threshold for Software Time to
Repair
Table 5
Priority SLT (Hours of Downtime)
Priority A 95% resolved in less than 4 hours
Priority B 95% resolved in less than 8 hours
The SLT’s in Table 5 above apply from Trigger Point T1 until the first day of the first month
following signature of CCN1200
Table 6
Priority
Liquidated Damages Formula
Priority A Where ((Seconds of downtime minus ( 6 * 3600)) *
downtime — I 1.03 pence
greater
than 6
hours is
experienced
Priority B Where (Seconds of downtime minus ( 10 * 3600) *
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downtime
greater
than 10
hours is
experienced
1.03 pence
The liquidated damages in Table 6 above apply from Trigger Point T1 until the first day of the
first month following signature of CCN1200.
4.4 Service Limits and Volumetrics
4.4.1 Call Volumes
See section 2.4 of this Service Desk, Service Description, save for Table 3, which shall be
replaced by Table 5 below:
Table 5
Financial Year Monthly Call
Volumes
2006 / 2007 13000
2007 / 2008 13000
2008 / 2009 13000
4.5 Assets and Licences
See section 2.5 of this Service Desk, Service Description.
4.6 Charges
See section 2.6 of this Service Desk, Service Description.
4.7. Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Service Desk, Service Description.
4.8 Post Office Dependencies and Responsibilities
See sections 2.8 of this Service Desk, Service Description.
4.9 Business Continuity
See section 2.9 of this Service Desk, Service Description.
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4.10 Documentation Set Supporting the Service
See section 2.10 of this Service Desk, Service Description.
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