Fujitsu Services
Horizon Service Desk Ref: CS/PLA/015
Business Continuity Plan Version: 12,0
COMMERCIAL-IN-CONFIDENCE Date: 20-Nov-2008
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Approval Authorities:
HORIZON SERVICE DESK BUSINESS CONTINUITY
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PLAN
CONTINGENCY PLAN
Not Applicable
This plan provides a summarised description of the Horizon
Service Desk (HSD) which supports the Horizon service.
The document also details the planned actions that will be taken
to minimise the risk of this service not being available.
APPROVED
Tony Wicks, RMGA CS Business Continuity.
Nigel Bailey, FSCS Business Continuity.
Various HSD staff.
RMGA Management Board, W Warham, S Denham, M
Stewart, T Wicks, M Woolgar, K Gallacher, N Bailey (FSCS),
G Stewart (FSCS), I Cooley (FSCS), R Batty (FSCS), M
Jacklin (FSCS)
Gary Blackburn, Post Office Limited Business Continuity
Manager
(See PA/PRO/010 for Approval roles)
Name
Position Signature Date
Wendy Warham
Director, RMGA
Customer Service
Gary Blackburn
Post Office Ltd. Business
Continuity Manager
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COMMERCIAL-IN-CONFIDENCE Date: 20-Nov-2008.
0.0 Document Control
0.1 Document History
Ver I Date Reason for Issue Associate
No. d
CP/Peak
0.1 I 12/03/99 _I Initial draft None
0.2 I 14/05/99 I This document now incorporates significant internal and external None
comments.
1.0_I 30/06/99 _I All non-relevant references to the DSS removed. None
1.1 I 08/11/99 I Minor changes made to associated document references and update I None
to contact details. Issued for formal review.
1.2__I 16/12/99 _I Changes following review by POL and internal Pathway review. None
2.0 I 28/01/00 I Changes following review and comments from POL - 26" January None
2000.
Issued for Approval
2.1 18/05/00 I Creation of section 4.2.3 and amendments to sections 0.3, 4.2.2, 12. _I None
2.2 11/08/00 I Amended to incorporate comments from Dave Hulbert, POL and None
Paul Westfield, Pathway.
3.0 I 06/09/00 I Amended for comments raised by Dave Hulbert (POL) in comment I None
sheet QR905.
3.1__I 09/05/01 _I Updated by N Bailey (FSCS) following review by HSD None
3.2 I 16/05/01 I Updated by N Bailey (FSCS) following review by Tony Wicks None
3.3 I 11/07/01 I Various changes by Tony Wicks to reflect the introduction of None
WAKOI HSD site, changes to the voice systems and ACD.
3.4 I 11/09/01 I Updated by Tony Wicks to reflect the introduction of Single Point of I None
Contact and for the formal cross-domain comment cycle.
3.5__I 10/12/01 I Updated by Nigel Bailey after review by HSD December 2001 None
3.6 I 11/01/02 I Incorporates comments from Stephen Potter (Post Office Limited) None
and Tony Wicks. Pathway Requirements Approval Authority
withdrawn.
4.0 __I 07/02/02 _I Issued for formal approval. None
4.1 I 20/11/02 I Updated by Nigel Bailey after review by HSD Nov 2002, prior to None
Network Banking release and Technical Service Desk introduction.
4.2 I 03/12/02 I Incorporates comments from Tony Wicks None
4.3 I 04/12/02 I Updated by N Bailey FSCS following review by Tony Wicks None
4.4 I 09/12/02 I Incorporates comments from Peter Burden and Philippa Whittington_I None
5.0 I 30/01/03 I Incorporates comments from Dave Hulbert, Philippa Whittington None
and Peter Burden.
5.1 14/03/03_I Updated by N Bailey for HSD and HIT being single site None
5.2 __I 21/03/03 _I Updated by N Bailey after review by HSD None
5.3 I 02/04/03 I Minor updates by Tony Wicks before formal review cycle. None
6.0 I 07/05/03_I Comments from formal internal review. None
6.1 19/02/04 _I Updates by N Bailey after review with HSD. None
6.2 I 23/02/04 I Updates by N Bailey following a review by HSD. Further updates None
applied by Tony Wicks prior to review cycle.
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Business Continuity Plan Version: 12,0
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6.3 I 22/04/04 I Section 4.1.1 revised for comments from Philippa Whittington. None
Formally issued for approval
6.4 I 12/11/04 I Revised by Mark Shaw and Tony Wicks after the Technical Support I None
Desk was withdrawn
6.5 I 03/12/04 I Amended for comments received from the review cycle. None
7.0 I 06/12/04 I Formally issued for approval. None
7A 14/12/05 I Updated by N Bailey: None
Doc name Change / HSH to HSD / contact details / risk updates /
SMC DR changes / Add IMT / Ref doc updates
7.2__I 19/12/05 I Minor updates by Tony Wicks prior to circulating for formal review _I None
7.3 I 12/01/06 I Incorporated comments for Tim Vause Post office Limited, Paul None
Gardner and Richard Brunskill.
8.0 I 30/01/06 I Formally issued for approval. None
(Version 7.3 was distributed to the mandatory reviewers by the
author prior to creating version 8.0)
8.1 29/03/06 I Reinstated references to Powerhelp, i.e., removing the references to I None
Phoenix which were incorporated in version 7.3 of this plan, as it
was decided not to implement this replacement incident management
tool.
8.2 I 28/02/07 I Updated by N Bailey following review by HSD None
Tony Wicks updated POA contacts and escalation details
9.0 I 27/04/07 I Updated by Tony Wicks following formal comment cycle and issued I None
for approval.
91 19/11/07 I Name change POA to RMGA. POL BCM to Gary Blackburn. None
Updated risk table on related sections in the main body of the
document, being: HSD switched to use of TfS for Incident
Management. HSD DR site moved to BRAO1. HSD primary site
moved to STE04. Contact details updated.
9.2 I 20/11/07 I Minor changes and updates to the POL contact details. Issued for None
formal review cycle.
10.0 I 13/12/07 I Comments incorporated for Gary Blackburn POL BCM, Liz None
Melrose and Paul Gardner. Issued for approval
10.1 I 30/01/08 I N Bailey - Added SMC Doc ref/ added SMC phone number / Notes I None
about Tivoli PCs
10.2 I 20/05/08 I N Bailey — updated after HSD BC Test / KMA / One Shot Password I None
— Contact names
11.0 I 25/09/08 I N Bailey — incorporated comments by T Wicks. Issued for approval I None
11.1 I 03/10/08 I Revised by Tony Wicks for CP4772 Horizon Service Desk change None
of hours
12.0 I 20/11/08 I Formally issued for approval after implementing comments received. I None
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COMMERCIAL-IN-CONFIDENCE Date: 20-Nov-2008.
0.2 Review Details
Review Comments by :
Review Comments to: I Tony Wicks
Mandatory Review Authority Name
Post Office Limited Business Continuity Manager I Gary Blackburn
Director RMGA Customer Service Wendy Warham
CS Head of Service Management Steve Denham
CS Service Delivery Manager (HSD) Kirsty Gallacher
HSD Operations Manager (STE04) Michael Jacklin
SMC Operations Manager Tan Cooley
Optional Review / Issued for Information
Core Services Business Continuity Manager Nigel Bailey
(* ) = Reviewers that returned comments
0.3. Associated Documents
Reference Vers I Date I Title Source
REF1 I CS/SIP/002 Business Continuity Framework PVCS
REF2 I CS/PLA/079 Horizon Services Business Continuity PVCS
Plan
REF3 I CS/PLA/080 Horizon Support Services Business PVCS
Continuity Plan
REF4 I CS/PLA/O11 Business Continuity Test Plan PVCS
REFS I FRM/HSD/001 HSD BCP Notification and Escalation
Process
REF6 I CS/PRD/021 Fujitsu Services (RMGA) Incident PVCS
Management Process
REF7 I CS/PRD/031 Fujitsu Services (RMGA) CS Business I PVCS
Continuity Management
REF8 I SU/MANOI8 Operations Procedures Manual Index PVCS
REF9 I PRO/HSD/001 Voice System Contingency Operating FSCS -
Procedure HSD
REF10 I PRO/HSD/003 HSD Process For Utilising FSCS -
Contingency HSD
REFI1 I CON/MGM/005 Post Office Limited and Fujitsu POL
Services Business Continuity Interface
(OLA) Agreement
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REF12 I PA/TEM/001 Fujitsu Services Document Template PVCS
REF13 I SMC\PRO\021 SMC Contingency FSCS -
SMC
REF14 I PROSMC038 Disaster Recovery for The Systems I FSCS -
Management Centre SMC
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
ACD. Automatic Call Distribution
BRAOI Fujitsu Bracknell site where HSD have a DR area
BCM Business Continuity Manager
BT British Telecomm
CMT Communications Management Team (part of HSD)
DCS Debit Card System
DR Disaster Recovery
FMS Field Maintenance Service
FSCS Fujitsu Services Core Services Division
HSD Horizon Service Desk
IMT Incident Management Team (Part of HSD)
KMA Key Management Access System
MBCI Major Business Continuity Incident
MAC Major Accounts Control Team
MIS Management Information Service
NBX Network Banking Service (the NBS Replacement service)
OBCS Order Book Control Service
OOH Out Of Hours
OSP One Shot Password
PM Post Master
POL Post Office Limited
RMGA Royal Mail Group Account
SDCO1 Fujitsu Southern Data Centre - Number 1
SDC02 Fujitsu Southern Data Centre — Number 2
SLT Service Level Target
SMC Systems Management Centre
SOS Systems Operate Service
SSC System Support Centre
STE04 HSD — new primary site in Stevenage (Nov/07)
TES TRIOLE for Service — new Incident Management system used by HSD
UPS Un-interruptible Power Supply
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0.5 Changes in this Version
Version I Changes
lL Revised by Tony Wicks for CP4772 Service Desk change of hours and changed
HSD Operations Manager to Michael Jacklin
12.0 Formally issued for approval after implementing comments received from Sarah
Hill and Kirsty Gallacher.
0.6 Changes Expected
Changes
This is an operational document, which will be amended for numerous reasons including:
1, new risks are identified;
2, improved or new contingency actions are identified;
3, there are operational changes to the HSD services or infrastructure;
4, changes to bring this plan inline with the new contract.
Changes will be required to this plan to reflect the introduction of additional DR capability for
TES in 2008.
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0.7
Table of Contents
1.0 INTRODUCTION.
2.0
3.0 I OWNERSHIP AND OPERATION...
4.0 I FUJITSU SERVICES HORIZON SERVICE DESK FOR THE POST OFFICE...
10
4.1. INTRODUCTION 10
4.1.1 Horizon Service Desk (HSD) 10
4.2.1 Voice Systems Features 11
4.2.2 IT Systems TRIOLE for Service 12
4.2.3 Electrical Power 12
5.0 TESTING STRATEGY.
$1 INITIAL TESTING...
5.2 ONGOING TEST STRATEGY.
6.0 PREVENTATIVE MEASURES.
7.0 PREPAREDNESS MEASURES. .
7.1 SERVICE MANAGEMENT & DELIVERY - 13
7.2 RISK ANALYSIS...
8.0 CONTINGENCY MEASURES.
8.1 RECOGNITION...
8.2 ACTIVATION.
8.3 INCIDENT MANAGEMENT.
8.4 INITIATION OF RECOVERY PROCEDURES. .......:::ssss:ssssssssssssssssesnssssitsnssesinnsseeinnsssessseseesis LA
9.0 RECOVERY OF NORMAL SERVICE.
10.0 IMPACT & RISK ASSESSMENT...
10.1 RISKS IDENTIFIED AGAINST Horizon SERVICE DESK 7 INCIDENT MANAG
TEAM oooecececcceseseseesescscecsesecsescecescetensssscecsusececscssiesesesisatsesisssenseseseesesisisenarsesessesisseeesasenees 17
10.2. SUMMARY OF CONTINGE 23
10.2.1 BT Telephone Call Delivery System, via IVR (NBSC), to HSD. 23
.2 Loss of Functionality in STE04 for HSD 23
People 23
Manual Processes due to total loss of TfS Incident Management System 23
Loss Of access to Tivoli / KMA / One Shot Password System 23
Loss Commander — call management 23
11.0 PLAN ACTIVATION.....
12.0 CONTACT LIST. seeeneeneasenee
12.1 I NORMAL PROCESSES. 25
12.2. ESCALATION PROCESSES. 26
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1.0 Introduction
This Contingency Plan provides a summarised description of the Horizon Service Desk (HSD)
and then goes on to document the measures taken to minimise the risk of not being able to
provide this service.
The document then sets out what actions the Problem, Service or Business Continuity
Manager will need to take to instigate any recovery or contingency procedures specific to the
provision of this service.
2.0 Scope
This plan covers the following key areas.
A summary of the service to which it relates
A summary of the testing activities undertaken to validate the HSD Service solution
Measures taken to anticipate and plan for business continuity incidents
A risk and impact assessment
Agreed trigger points for plan activation
References to relevant operational recovery processes
Problem management contacts and escalation points
This plan does not provide detailed operational procedures with regard to recovery. Further
details on recovery can be referenced from the FSCS Operational Procedures Manual Index
(REF8).
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Ref: CS/PLA/015
Version: 12,0
Date: 20-Nov-2008.
3.0 OWNERSHIP AND OPERATION
The Fujitsu Services RMGA Service Managers, own this plan and are responsible for
its maintenance and operational verification. The FSCS Stream Manager operates this
plan. Contact details are shown below.
Name Position Office Contact Out of hours No.
Kirsty Gallacher CS Service Delivery
Manager (HSD)
Tony Wicks Fujitsu Services RMGA
Business Continuity
Manager.
Richard Batty
Fujitsu Services Head of
Service Desks
The Fujitsu Services RMGA Business Continuity Manager and the Service Managers
within Fujitsu Services RMGA Customer Service Operations, who are responsible for
service availability, hold copies of this plan.
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4.0 FUJITSU SERVICES HORIZON SERVICE DESK
FOR THE POST OFFICE
4.1 Introduction
This plan covers the following technical services:
Horizon Service Desk (HSD)
HSD is operational Monday to Friday from 08:00 to 18:30, and on Saturday from
08.00 to 14.00 and is comprised of four functional groups:
Front line Service desk staff:
This team takes calls direct from Post Masters or calls passed through from the NBSC
Incident Management Team (IMT)
This team effectively manage and report on any incidents impacting the desk, providing
reporting for the customer and internally. This includes VIP sites/MI and DR instances.
The team also measures all SLAs both contractually and internally.
Communications Management Team (CMT)
This team manage network issues with third party e.g., BT.
Major Account Controllers (MACs)
This group’s role is to monitor and liaise with third parties who provide the
engineering service. Specifically to escalate calls to the third party and provide a point
of escalation to the end user.
Please refer to the Systems Management section of the Horizon Support Service
Continuity Plan (REF3) for details on the reporting of Out Of Hours incidents, e.g. for
operational issues at Post Office Limited or AP client sites.
Much of the infrastructure, e.g. TfS, is common to the HSD and SMC teams as an
incident management system and by RMGA as a Problem Management system, these
services are provided from a shared location at either SDCO1 or SDCO2.
4.1.1 Horizon Service Desk (HSD)
All calls are taken in STEO4. The HSD service is provided out of normal HSD hours
only by the use of a voicemail service.
The HSD provides the following services:
e Support for the following callers:
e Authorised Post Office (Outlet) Staff
¢ Authorised Post Office Limited Staff
e All other authorised users as stated in the Call Enquiry Matrix
DSP/HQ/OPS/001
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4.2
4.2.1
© Incident logging and all diagnosis for callers entitled to use the Horizon Service
Desk
¢ Call resolution or routing in line with contractual measures.
© Central point for information on the working state of the overall infrastructure
(calls may be passed to the SMC depending on the information required).
¢ Responsibility for the overall management of the call from inception to resolution
with regard to ensuring overall call progression is in line with contractual SLT’s.
e Escalation of incidents where they are likely to breach their individual SLT or
constitute a possible or actual business risk.
e Responsibility for analysing and escalating received incidents and for providing
information on SLT conformance, incident trends and call-handling timescales.
The Incident Management Team is a team within the HSD who deal primarily with
SLA monitoring, Trend Analysis, the Escalations process, Major Incidents, Customer
Complaints, Daily Hardware and network call-backs.
The IMT is broken down into two areas; those who deal solely with the daily hardware
and network call back reports and those that deal with all other aspects of the role.
HSD uses the secure RMGA network to gain access to the TIVOLI management
system.
Common Infrastructure
Voice Systems Features
With the introduction of the Single Point of Contact all calls into the Horizon Service
Desk are routed via a single number operated by BT. This service has been stated to
provide 100% resilience for call delivery into the HSD, and therefore Fujitsu Services
has not provided any additional resilience in order to operate using this service. The
invocation process for changing operational call plans has been modified to reflect the
source of call delivery (being via Post Office Limited during normal operational hours
and via BT at other times).
The HSD is located at a single site in Stevenage (STE04).
The STE04 HSD site has a target ISDN30 bearer receiving Post Office Limited calls
via BT Command Link. The STE04 bearer is supported by two ISDN30 bearers, one
of which has 15 live and 15 spare channels. Calls are automatically cascaded to the
supporting bearers when the target bearer is busy.
In the event that the HSD site in STE04 is rendered inoperable (e.g. building
evacuation), then calls can be either re-directed to a voicemail service, or redistributed
to the HSD disaster recovery site in BRAOI, using BT remote divert and Command
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Link. If this cannot be handled automatically by the Network ACD or BT re-routing,
then the ‘remote divert’ will be used to manually re-route calls within the BT network.
All calls diverted to the HSD disaster recovery site are directed to a direct dial number
on the BRAO! Private Automatic Branch Exchange (PABX).
Remote diverts can be activated, by approved managers, via the Post Office Limited
NBSC or, if OOH via the alternative contact point (refer to the HSD Contingency
Process). This may need to be used in conjunction with the temporary transference of
reinforcement staff from the inoperable centre to a DR site.
HSD uses a Fujitsu shared service for call management called Commander. This
service utilises a multiple server configuration in STE04 which provides automated
resilience in the event of a single server failure.
4.2.2 IT Systems TRIOLE for Service
The TRIOLE for Service (TfS) system is located at SDCO1 (Fujitsu Southern Data
Centre) and is accessed via the Fujitsu Corporate network. There are two application
servers operating as a single system. The loss of one server will cause a loss of
capacity and resilience. All users will be able to run from a single server but those users
that had been logged into the failed server will need to log in again to be connected to
the remaining server.
Engineering incidents, which are to be passed into FMS for resolution, are transferred
from TfS over the OTI link into the D1 system and then to CRISP /Touch system.
4.2.3 Electrical Power
To provide contingency against mains power failure, the HSD TfS system is covered
by UPS and generators in SDCO1, and the HSD telephone communications equipment
in STE04 is also covered by a UPS and standby generator. In the event of power loss
at cither of these locations it is expected that continuous power is provided, initially by
the Un-interruptible Power Supplies and then by the generators.
5.0 Testing Strategy
5.1 Initial Testing
The initial testing of all business continuity contingency plans is documented in the
Business Continuity Test Plan (REF4). For details of the test objectives for the
Horizon Service Desk and services and for an overview of the test, see test 10 in this
reference.
5.2 Ongoing Test Strategy
This refers to how the contingency measures in place for the Horizon Service Desk
(HSD) services will be periodically tested to ensure they are current and reflect the
service model as the services matures.
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This will be provided by an ongoing series of business continuity tests at a
predetermined frequency for the duration of the Fujitsu Services RMGA contract. The
nature of these tests is reflected in the Business Continuity Test Plan (REF4).
6.0 Preventative Measures
It is a fundamental philosophy of the RMGA solution that wherever technically
possible, all components of the service are designed in such a way as to ensure
maximum resilience to failure by way of eliminating all possible single points of failure.
i.e. to cover both performance and resilience by providing multiple platforms,
performing similar functionality.
This concept is extended to the provision of the Horizon Service Desk, thus allowing
the Service Desk to be delivered in part, or indeed in total, from one or more Service
Desk sites (including Disaster Recovery sites) should the need arise.
7.0 Preparedness Measures
Preparedness in the Horizon context is defined as those measures taken to ensure the
technical solution and business processes supporting that solution deliver the service
that they are designed to deliver in such a way as to meet and exceed the service level.
7.1 Service Management & Delivery
From a business perspective, this process starts by establishing very exacting and
specific service level agreements with all suppliers to the Horizon Service, which are
constantly monitored and reviewed.
The provision of operational documentation for all aspects of service delivery is
mandated and allows RMGA to ensure that the service is being delivered in a
consistent way that satisfies not only service level requirements but also the quality
model.
7.2. Risk Analysis
Section 10 contains a risk analysis of the Horizon Service Desk service provision. This
is supported by a more detailed risk analysis managed by the FSCS Horizon Service
Desk.
This identifies potential risks to the services, the assessed probability of that risk
occurring, the impact of that risk becoming a reality and the contingency activity or
plans necessary to contain such an occurrence with minimum impact to the service.
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8.0 Contingency Measures
Contingency measures are defined as the actions to be performed in the event of a
service break to enable business impact to be minimised during the service outage prior
to recovery being completed.
Contingency measures will include the recognition, activation, incident management
and initiation of recovery procedures.
8.1 Recognition
The Horizon solution includes a Systems Management capability to monitor and report
on events that occur upon the infrastructure platforms involved in the Horizon service
delivery.
Most events that could lead to a break in the HSD service will be recognized by,
operational staff detecting a loss of infrastructure (such as power, phones etc), or
through observation by one of the support groups using system monitoring equipment.
In addition major hardware components (network links and servers) are remotely
monitored and faults can be reported by the monitoring services.
8.2 Activation
Once an event has occurred that will impact the provision of the HSD, a service call
will be raised with the most appropriate support unit via a call to the internal Fujitsu
Services helpdesk service (7799), or direct to the support unit.
8.3 Incident Management
In the event of a major incident the HSD Duty Manager will take command and follow
HSD procedures (REF 10) to implement appropriate actions.
If the incident cannot be resolved by the HSD at the time of the call it will be routed to
the appropriate support unit for resolution. At the same time if the incident meets the
HSD escalation criteria, it will be escalated to the appropriate Fujitsu Services RMGA
CS Service Delivery Manager or Duty Manager. The RMGA CS Service Delivery
Manager or Duty Manager will use the RMGA Incident Management Process (REF6)
to decide if a problem exists.
If the criteria for Cross-Domain Business Continuity Management are satisfied the
RMGA Duty Manager will escalate the incident to the Fujitsu Services RMGA
Business Continuity Manager as a Business Continuity incident.
Note: Post Office Limited may also escalate Business Continuity incidents directly to
the RMGA Duty Manager.
8.4 Initiation of recovery procedures
Where this is a RMGA only problem, recovery would usually be instigated by the
support team charged with supporting the equipment upon which the failure has
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occurred, as soon as possible, and certainly with intent to resolve the problem within
the relevant Service Level Target.
Depending on the severity of the problem, there may be some dialogue between the
RMGA Duty/Problem Manager and the support function to agree on the most
appropriate course of action.
Where there is a Cross-Domain problem, the resolution would be instigated at the time
when all parties affected had agreed the course of action.
In the case of a Business Continuity incident, this would be after the Business
Continuity Team had agreed a plan of action, see section 11 Plan Activation.
9.0 Recovery of Normal Service
All aspects of the HSD service infrastructure within RMGA are managed operationally
by FSCS. As such, the process of recovering from an event causing an impact to the
service will by definition involve FSCS, and or other support services within Fujitsu
Services, in performing an operational activity to resume the full service.
FSCS have prepared operational procedures that are referenced from the index
(REF8). The procedures either document the recovery activities from all possible
failures in the end to end service, or reference related operational documents used by
Fujitsu Services.
For simple problems, normal service could be resumed without the need to notify the
RMGA CS Service Delivery Manager or Duty Manager, for more involved problems
the Duty or Problem Manager would liaise with the support teams, agreeing when the
recovery action should be run, and then carrying out that activity.
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10.0 Impact & Risk Assessment
The table below summarises the identified risks to the provision of the HSD services.
As a matter of normal operational practice, a call would be placed against HSD (or
other Fujitsu Services support unit) if any of the identified risks materialised.
The intention is that the list identified can act as a guide to personnel assessing and
managing any significant incident affecting the HSD.
The table within section 10.1 contains a column identified as probability with a range
of 0 to 4. These estimate the probable risk of failure. It must be emphasised that these
are not percentages and should be considered simple weighting factors.
As a guideline the following occurrence ratings have been allocated:
Rating
0 Less than one incident is predicted per year
1 One incident is predicted per year
2 Two incidents are predicted per year
3 Approximately three incidents are predicted per year
4 Ensure that appropriate contingency measures are taken e.g. duplicate
routing or the holding of spares on site.
The probability of complete failure of major elements of the service is low because:
There has been a high level of resilience and duplication built into the
infrastructure.
2, Extensive validation has been performed upon the infrastructure.
FSCS HSD Service Management and the Fujitsu Services RMGA project team
have developed a vast knowledge of component failure and service availability
over the life of the service.
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10.1 Risks Identified Against Horizon Service Desk / Incident Management Team
Service Element Risk
Probability
Critical
Time
Factor
Action
BT telephone Any failure by BT Immediate Total loss of HSD service (100% service requirement placed
call delivery lines into SpoC 4 . on BT via resilient systems, links
system via SPoC I (at POL) Possible SLT Failure contracted to POL not RMGA,
IVR system Possible Business Impact: therefore no contingency possible
POL, RMGA, HSD within RMGA)
Log test calls / investigate
Resolve via HSD incident process
Consider site relocation for some
staff to the DR site, and invoke
fourth floor desk clearing process
if required.
MBCI Go to 10.2.1
Inform: POL BCT
2. Commander\ Partial loss. Loss 2 Immediate I 5 minute loss of telephony while Issue ACD Pins to agents. Use
ACD telephone I of Commander system fails over. ACD system until Commander
call management With Failover to Ability to monitor and manage restored. (See section 10.2.6)
system — . queues lost Resolve via HSD incident
Minimal Impact management process.
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For HSD:
See section 4.2 UPS would
provide emergency, then a
generator would provide power.
Invoke BT Command Link to
switch to voicemail & put message
on IVR via NBSC
Resolve via HSD incident process
> 60 mins consider temp site
relocation to DR site in BRAOI,
and invoke fourth floor desk
clearing process if required.
MBCI Go to 10.2.2
Inform: POL BCT
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3. Commander\ I Total loss for any 1 Immediate Major Impact
ACD telephone I reason. NO calls being taken
call management I
system — STE04 I Potential Business Impact on
I HSD and RMGA, POL
4. Loss of access to I Any failure 1 <thr Minimal Impact:
Cerne I Total Loss HSD - No ability to handle calls
I that require ability to access a PO
Counter system
Probable SLT failure
Major Impact
> 1 hr
Business Impact:
HSD, RMGA, POL
Resolve via incident management
process.
Request MSS & SMC to assist.
There are 25 PCs in STE04 for
contingency.
Consider partial relocation to the
DR site where there are 3 Tivoli
PCs
Potential MBCI Go to 10.2.5
Inform: POL BCT
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“5. I Voicemail failure I Any failure 0 I >8hrs I Call volumes very low Out Of I — Unknown until next day for
for OOH calls Hours, unless a major problem is normal operation
encountered, or is anticipated Resolve via incident management
Minimal Impact: process
HSD, POL Inform: POL BCT
“6. ISTEOQ4HSD I Foranyreascon I 1 I. <30mins I Minimalimpact
site non- 1 I HSD lost of > 20mins Major Impact. Invoke command link to pass calls
operationa 100% capacity for Call queuin to voicemail.
all HISD activities No calls being hen HSD Consider assistance from
8 y associated SDUs, and RMGA
Probable SLT failure if over an Data Centres.
extended period. Consider relocation to DR site in
Business Impact: BRAO1, and invoke fourth floor
HSD, RMGA and POL desk clearing process if required.
Resolve via HSD incident process.
MBCI Go to 10.2.2
Inform: POL BCT
7. Loss of people in I Loss of access to 0 <20mins ~ Minimal Impact HSD must invoke command link
STE04 I most staff > 20mins Major Impact. to pass calls to voicemail.
- HSD . Consider assistance from
No calls being taken by HSD associated SDUs, and RMGA
Call queuing Data Centres.
Probable SLT failures Resolve via HSD incident process.
Business Impact: MBCI Go to 10.2.3
HSD, RMGA and POL Inform: POL BCT
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8. TRIOLE I Partial failure 2 > 8 hrs Minimal Impact All users that were logged into the
Incident I failed server will need to log in to
Management ; ; the remaining server
System Possible slower response times Resolve via HSD incident
Loss of resilience whilst management process.
restoration to normal service is
being performed.
Minimal Business Impact:
I HSD
9. TRIOLE I Total loss for any 1 Immediate Major Impact: Implement Manual Call Logging
Incident I Teason Unable to I IIs quickl Resol blem via HSD incid
Management I inable to log calls quickly. esolve problem via incident
System Possible queuing if calls levels management process.
high. Potential MBCI Go to 10.2.4
Possible SLT failure if over an Inform: POL BCT
extended period.
Potential Business Impact: HSD,
RMGA and POL
10. I Loss of One I Any 0 <thr Minimal Impact: Resolve via HSD incident
Shot Password I circumstances Unable to resolve some outlet management process
SIFol m I All OSP S.hr problems 6 One Shot Password workstation
I workstations Major Impact available for contingency
I unavatiabic Consider using the 2 DR one Shot
I Lost 100% Password workstations in BRAO]
I capacity Potential Business Impact: HSD
I / POL / FMS
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11. I TRIOLE I Any failure 2 > 4 hrs Minimal Impact: Resolve problem via HSD incident
Incident I ‘Automated HSD / FMS management process.
Management I process lost E-mail or Fax details or hand cai
System to D1 I (Unless over an extended period ry
OTI link with high call volumes) call details that would be passed
u into D1 to FMS Service Desk
12. I I Any failure ft ! 2 I >4hrs I Minimal Impact: I Resolve problem via HSD incident I
Managemen k I Automated HSD RMGA Support services management process.
Re to Peal I process lost (unless over an extended period) I Fax details of calls that would be
im I passed into Peak to the SSC.
13. I RMGA Network I Any failure to 0 > 30 mins No access to Tivoli (see Risk 3) Resolve via incident management
fnk(s) t0 both I both sites (Wigan Business Impact: process.
ata-centre(s) ootle) HSD, RMGA, POL Alternate network routes make
° * this unlikely.
Request MSS & SMC to assist.
Potential MBCI Go to 10.2.5
Inform: POL BCT
14. I Loss of I For any reason in 1 Immediate HSD unable to access TRIOLE Invoke Manual call logging
Corporate I STEO4 Incident Management System and process.
Network I other services. ats will slow call Resolve via problem management
resolution. process.
Unable to fully verify caller details. Consider relocation to DR sites if
Loss of e-mail. BRAOI site is unaffected,, and
Possible SLT failures for HSD invoke fourth floor desk clearing
process if required.
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Business Impact:
HSD, RMGA, POL Potential MBCI Go to 10.2.4
Inform: POL BCT
15. I Loss of I For any reason 1 Immediate HSD unable to access TRIOLE May be possible to access
Corporate I Incident Management System and I TRIOLE via another data centre
I At SDCO1 . na oe
Network I other services. This will slow call server, otherwise invoke manual
resolution. call logging process.
Unable to fully verify caller details. I Resolve via problem management
Loss of e-mail. Process.
Possible SLT failures for HSD Potential MBCI Go to 10.2.4
Business Impact: Inform: POL BCT
I HSD, RMGA, POL
16. I Loss KMA I Total loss of all 1 <2 hrs Minimal Impact: Resolve via HSD incident
functionality I Me tions i Unable to resolve some outlet management process
I Workstations in problems There are 7 workstations in
I STE04 for any > 2 hrs STE04 for contingenc:
I reason Major Impact gency
I Potential Business Impact: HSD Consider using the KMA
/ POL / FMS workstations in BRAO1
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10.2 Summary of Contingency Actions
10.2.1 BT Telephone Call Delivery System, via IVR (NBSC), to HSD.
There is no contingency action to be performed by HSD over and above normal operational incident
processes and the actions identified within the above risk tables. This is a BT supplied service.
10.2.2 Loss of Functionality in STE04 for HSD
If STE04 (the primary site in Stevenage) is unavailable for use by HSD provision has been made for
staff to re-locate to facilities in BRAO1, another Fujitsu Services site in Bracknell. If BRAO1 disaster
recovery site is invoked the RMGA Duty Manager is to arrange that all staff occupying HSD DR
desks on the forth floor are instructed that they are to be vacated.
In addition a provision has been made to allow phone contact to be re-established once staff have
relocated, via a BT command switch. During any period when HSD is unavailable to take calls, the
calls will be directed to the voicemail service. Once staff are operational at the alternate location the
voicemail calls will be processed and the callers will be called back. There is about one hundred PCs
in STE04 that can be used for TfS, and other related services (including the MAC function), and
forty PCs in BRAOI.
10.2.3 People
Human Resource Management processes are in place to manage the normal turnover of staff.
10.2.4 Manual Processes due to total loss of TfS Incident Management System
In the event that the TfS servers have failed at both SDCO1 and SDC02, or are inaccessible, or are in
the processed of being failed over, manual processes will be used to log calls until such time as TfS
can be returned to service.
10.2.5 Loss Of access to Tivoli / KMA / One Shot Password System
In the event of the unavailability of Tivoli at STE04, including and PCs used by the SMC, for an
extended period of time (at least 3 hours) then temporary relocation to BRAO1 shall be considered.
There are twenty five Tivoli PCs in STE04 and four at the DR site in BRAO1.
In the event of the unavailability of all of the KMA (Key Management) Workstations (there are
seven in STE04 — and one in BRAO1), or all One Shot Password Systems in STE04 (there are six in
STE04 - two in BRAO1), including the loss of any that may be available in the SMC, for an extended
period of time (at least 3 hours) then temporary relocation to BRAO! shall be considered.
10.2.6 Loss Commander — call management
In the event that calls are not being passed by the normal call management system (Commander) it is
possible to switch to the use of the standard ACD (Auto Call Distribution) system, however this may
limit call management capability and reduce the number of calls being handled.
If whatever has caused the Commander system to be unusable is also preventing use of the ACD
system then calls will be diverted to voice mail and consideration given to a moving to the DR site.
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11.0 Plan Activation
Once the criteria for Business Continuity involvement has been satisfied, i.e. an MBCI Trigger from
the table of risks above (section10), and after a call has been placed, and appropriate details logged
with the HSD (where possible), the problem ownership is passed to the RMGA member of the
Business Continuity Management team.
After compiling all relevant information, and if necessary communicating this to the other members
of the BCMT listed below (section 12), a full impact assessment will be conducted to determine if
the Fujitsu Services RMGA Business Continuity Management Process (REF7) will be invoked. This
will be done in conjunction with Senior Managers, relevant Business Units, and Expert Domains, as
appropriate
If the Joint BCM processes are invoked, the next step will be to agree who from the BCMT owns
the MBCI.
The BCMT will then agree a plan of action and agree upon the recovery and contingency activities
to be carried out. The planning will be done in conjunction with Senior Managers, relevant Business
Units, and Expert Domains, as appropriate.
The agreed plan will then be monitored and reviewed until such time as the MBCI impacting the
affected service has been resolved, and the MBCI closed.
Refer to REF 18 for full details of the Fujitsu Services RMGA Business Continuity Management
Process.
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12.0 Contact List
12.1 Normal Processes
Organisation Contacts Telephone Number
Fujitsu Services Duty Manager Pager: —
RMGA CS Head of Service Management Office: H
Mobile: }
CS Service Delivery Manager (HSD) I Office: I
Mobile: I
(MBCI Contacts) Business Continuity Manager Office: :
Mobile: I
CS Senior Service Delivery Manager Office: i
Mobile:
FS Core Services I Network Manager Office: i
SOS Networks Mobile: I I
Network Management Centre Office: i I
Manager Mobile: } i I
FS Core Services SOS NT and UNIX Manager Office: i H
SOS NT and UNIX Mobile: ;
Technical Support Manager Office: :
Mobile: _{ I
FS Core Services I SMC Desk Office 1: i
SMC Office 2 I
SMC Emergency shift phone Mobile: i G RO :
MSS / SMG Business Manager Office: i i
Mobile: } I
SMC Operations Manager Office: i
Mobile: ;
Business Stream Manager Office: I
Mobile: _}
FS Core Services HSD HSD H H
HSD ; :
HSD STE04 Duty Manager Mobile: I
HSD Operations Manager Office: : !
Mobile: I H
Fujitsu Services Head of Service Office: : i
Desks Mobile: I I
Post Office Limited I Service Continuity Desk Office: i H
Business Continuity Manager Office: I
Mobile: I
Systems Operations Manager Office:
Mobile:
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12.2 Escalation Processes
Escalation I Level 1 Level 2 Level 3 Level 4
Level
Fujitsu CS Senior Problem Manager I Head of Service Customer Service
Services Service Delivery I (Assigned by Management ‘I Director
Office:
RMGA Manager Duty Manager) i _G R O-
Mobi
FS Core Network Manager NMC Manager :
Services Office: Offic
Networks I I SS H
SOS NT NT& UNIX Manager
and UNIX Ofiice:
ere.
SMC
HSD HSD Duty As per Level 1 Fujitsu Services Head
Manager of Service Desks
STE04 Duty
Post Office I Service Business Continuity Systems Operations
Limited Continuity Desk Manager Manager
H Offi Office:.
‘GRO.
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