FUJ00080484
FUJ00080484
(oe) Service Desk Service Description
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Document Title: Service Desk: Service Description
Document Type: Service Description - Contract Controlled Document
Release: Release Independent
Abstract: Service Description for the Service Desk as provided under
contract to Post Office by Fujitsu Services
Document Status: APPROVED
Originator & Dept: Sandie Bothick: End User Services. Service Delivery Manager
External Distribution: POL Document Management and Commercial
Security Risk Assessment YES, security risks have been assessed, see section 0.8for details.
Confirmed
Approval Authorities:
Name Role Signature Date
Steve Beddoe Post Office: Senior Service
Delivery Manager
Leighton Machin Fujitsu Services: EUS Lead
SDM
Note. See Post Office Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 1 0f 1
FUJ00080484
FUJ00080484
(oe) Service Desk Service Description
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
1 Document Control
1.1 Table of Contents
1 DOCUMENT CONTROL 2
1.1 Table of Contents 2
1.2 Document History 4
1.3. Review Details 4
1.4 Associated Documents (Internal & External) 5
1.5 Abbreviations 6
1.6 Glossary 7
1.7 Changes Expected 7
1.8 Security Risk Assessment 7
2 SERVICE SUMMARY 8
3 HNG-X 10
3.1 Service Definition 10
3.1.1 Contacting the Service Desk 10
3.1.2 Incident Management 10
3.1.3 Interfaces with Change, Asset and Configuration Management 1
3.1.4 Information Reporting 12
3.1.5 Service Management 12
3.1.6 Capacity Management 13
3.2. Service Availability 13
3.2.1 Branch: Telephone Incident Logging 13
3.2.2 Branch: Telephone Incident Logging (Voicemail) 14
3.2.3 Post Office Internal Departments, Post Office Clients and the Service Control Team:
Telephone Incident Logging 14
3.2.4 Fujitsu Services Departments: Telephone Incident Logging 14
3.3 Service Levels and Remedies 14
3.3.1 General Principles 14
3.3.2 Service Level Relief 15
3.3.3 Rectification Plan 15
3.3.4 Service Levels for which Liquidated Damages Apply 15
3.3.5 Service Levels for which Liquidated Damages Do Not Apply 15
3.3.6 Operational Level Targets 16
3.3.7 Performance Metrics 16
3.3.8 Design Targets 16
3.4 Service Limits and Volumetrics 16
3.4.1 Call Volumes 16
3.4.2 Flexible Charging 17
3.5 Assets and Licences 17
3.5.1 Assets 17
3.5.2 Licences 17
3.6 Charges 18
3.6.1 Operational Fixed Charges 18
3.6.2 Operational Variable Charges 18
3.6.3 Operational Variable Charges 18
3.7. Dependencies and Interfaces with Other Operational Services 18
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTEDOR _Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date: 12-Mar-2014
CONFIDENCE) PageNo: of 1
FUJ00080484
FUJ00080484
oO Service Desk Service Description
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
3.8 Post Office Dependencies and Responsibilities 19
3.8.1 19
3.8.2 19
3.8.3 20
3.9 Business Continuity 20
3.9.1 Summary 20
3.9.2 Infrastructure 20
3.9.3 Service Level Relief 21
3.10 Documentation Set Supporting the Service 2
3.41 1$027001 21
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTEDOR _Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date: 12-Mar-2014
CONFIDENCE) PageNo: 3 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
1.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
1.0 31/08/08 Agreed
14 11/12/08 Updated to remove all references to Shared Service Desk
12 02/03/07 2.9.25 amended to Disaster Recovery & timescales modified to
3hrs as requested by Tony Wicks & Tim Vause
13 28/12/07 Reviewers updated.
14 20/08/08 Updated for personnel changes
2.0 29/09/08 Approved
24 08/03/10 Updated to remove all references to the PostShop Service and I CP5007 (0451)
the CCD entitled Service integration Service Description, as the
Service Desk Service is no longer part of the PostShop Service.
22 20/08/2010 Updates following review
3.0 20/08/2010 Approval version
34 14/09/2010 Removal of references to Online incident logging: sections 3.2,
32 16/09/2010 Removal of all references to Online incident logging: sections
3.4.2, 3.8, 3.9.2.1, 4 and 5
4.0 16/09/2010 Approved version. Sections 3.1.2.10 & 11: word “inappropriate”
changed to “misrouted”
4A 31/08/11 Updated to include Bar Code Reader self fix change
42 ounint Alll references to the OCP process removed. Replaced by the
Managed Service Change (MSC) process throughout the
document,
44 own BFPO Support Service
45 09-Jan-2012 Description of BCR self fix process added at 3.1.5.4
46 21-Mar-2012 _I BFPO changes section 2.24, Assets section 3.5.1.
47 14-Nov-2012 I Extended Horizon Service Desk Working Hours
5.0 29-Apr-2013 Approval version
54 10/02/14 ‘Amendments to Service Levels as a result of CCN1400. I CCN1400
Reviewers for this change shown by * below.
60 12-Mar-2014 I Approval version CCN1400
1.3 Review Details
Review Comments by
Review Comments to
author & Post Office Account DocumentManagement
Mandatory Review
Role Name
Post Office: Service Delivery* Steve Beddoe
Post Office: Senior Commercial Manager* Liz Tuddenham
Fujitsu Services: Head of EUS* Leighton Machin
Fujitsu Services: Senior Commercial Manager* Sarah Guest
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR _ Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date: 12-Mar-2014
CONFIDENCE) Page No: 4 of 1
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
FUJ00080484
FUJ00080484
Fujitsu Services: HSD Operations Manager*
Mandy Jones
Service Transition and Change
Tony Atkinson
Operational Change / Release Management
Alan Flack
Service Architect
Steve Godson
Application Lead SDM, Risk Manager and Service
Introduction Manager
Yannis Symvoulidis
ssc Steve Parker; SSC Duty Manager
Optional Re
Role Name
Post Office Commercial Manager* Sue Stewart
Fujitsu Commercial Manager*
Adrian McMahon Stone
HNS Operations Manager
Alex Kemp
Architecture
Pete Jobson
Operational Security
Kumudu Amaratunga
BAS Tower Lead
Nana Parry
Project Manager
Not applicable
Security Architect
Dave Haywood
Application Development Manager
Keith Tarran
Business Continuity
Sathish Ramalingam
Platforms & Storage Infrastructure Manager
Document Manager
Matthew Lenton
Lead SDM Problem & Major Incident
Steve Bansal
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role
Name
(* ) = Reviewers that returned comments
1.4 Associated Documents (Internal & External)
Reference Version Date Title Source
PGM/DCM/TEM/0001 Fujitsu Services Post Office Account I Dimensions
HNG-X D it Template
(D0 NOT REMOVE) jecument Template
SVM/SDM/SD/0003 Data Centre Operations Service: Dimensions
Service Description
SVM/SDM/TP/0001 HNG-X Operational Test Plan — Joint I Dimensions
Working Document
SVM/SDM/PLA/0001 HNG-X Support Service Business Dimensions
Continuity Plan — Joint Working
Document
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTEDOR _Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date: 12-Mar-2014
CONFIDENCE) PageNo: Sof 1
FUJ00080484
FUJ00080484
(oe) Service Desk Service Description
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
SVM/SDMW/SD/0023 Service Desk Call Enquiry Matrix and I Dimensions
Incident Prioritisation Document
SVM/SDM/PRO/0021 Service Desk Joint Working Dimensions
Document
SVM/SD/PRO/0018 POA Incident Management Process I Dimensions
‘SVM/SDM/PRO/0006 Service Level Target & Liquidated Dimensions
Damages Exclusions
SVM/SDM/SD/0007 Service Management Service: Dimensions
Service Description
SVM/SDM/SD/0017 Security Management Service: Dimensions
Service Description
SVM/SDM/SD/0019 Communications Management Dimensions
Team: Service Description
SVM/SDM/SD/002 Engineering Service: Service Dimensions
Description
SVM/SDM/SD/0014 Operational Business Change Dimensions
(Branch Change) Service: Service
Description
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
1.5 Abbreviations
Abbreviation Definitior
CMT Communications Management Team
cTo Counter Training Office
DR Disaster recovery
IVR Interactive Voice Response
MBCI Major Business Continuity Incident
MIS Management Information Systems
NBSC Network Business Support Centre
MSC Managed Service Change
OCR Operational Change Request
POA Post Office Account
POSD Post Office Service Desk
SPOC Single Point Of Contact
UPS Uninterruptible Power Supply
BCR Barcode Reader
KA Knowledge Article
1.6 Glossary
Asset
System
Management
Term Definiti
©Copyright Fujitsu Services Ltd 2014
Record of all Fujitsu Services hardware
UNCONTROLLED WHEN PRINTED OR Ref:
STORED OUTSIDE DIMENSIONS Version:
FUJITSU RESTRICTED (COMMERCIAL IN Date’
CONFIDENCE) Page No:
SVM/SDM/SD/0001
6.0
12-Mar-2014
6 of1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Configuration Detailed record of all Fujitsu Services hardware and software
Management System
Incident Management I Record of all operational Incidents received by the Service Desk
System
Service Desk Customers I Any authorised person making a calll to the Service Desk and logging an Incident
1.7 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
1.8 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating
specifically to this document.
Any other considered Risks are reviewed monthly and updated on the master risk register located within
Sharepoint.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 7of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
2 Service Summary
2.1 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/0021), 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.
2.2 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.
2.3 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.
24 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.
25 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 Joint Working Document”
(SVM/SDM/PRO/0021).
2.6 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/0021).
2.7 The Service Desk Service shall provide the facility to receive re-directed calls from other Post
Office helpdesks and help lines as required.
2.8 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”
(SVM/SDM/PRO/0018).
2.9 The Service Desk Service will accept calls from Branches, Post Office internal departments,
Post Office Clients, NBSC and the Post Office Service Desk (POSD).
2.10 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.
2.11 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).
2.12 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 Joint Working Document” (SVM/SDM/PRO/0021)
2.13 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 Joint Working Document” (SVM/SDM/PRO/0021).
2.14 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.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 8 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
2.15 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.
2.16 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.
2.17 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/0021). 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.
2.18 I 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.
2.19 Fujitsu Services will provide information to support the response to Branch complaints to Post
Office.
2.20 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/0021).
2.21. 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).
2.22 The Service Desk will pass on to the Security Management Team details of all Security Incidents
in accordance with Schedule A4 of the Contract.
2.23. The Service Desk Service also provides a postal support service for the Bar Code Reader calls
as an alternative to sending the call to engineering. Where this service is requested by the
Postmaster, the replacement part is mailed to branch using a Special delivery postal service.
The Postmaster will install the BCR themselves rather than sending an engineer to replace the
faulty part. The Service Desk will manage distribution and return of all BCR’s. The Post Master
will return the faulty piece of equipment as required, within 10 working days following login the
initial incident. The Incident will be closed as completed on TfS when the faulty part reaches the
Service Desk and will be accounted for in the month that the incident if finally closed on the TfS
system.
2.24 The Service Desk Service will provide on-going support of BFPO Branches up to 45 Branches
that may open in the UK and abroad such branches will be highlighted as BFPO sites in TfS.
There will be no reporting for the on-going BFPO branches or SLA’s on BFPO incidents raised.
The Service Desk Service will support the following activities -
a. Taking of calls from the BFPO Service desk. As some diagnostics will already have
been undertaken by the BFPO engineers the call will not necessarily follow the standard
process, depending on the nature of the call. Any additional questions not covered in the
initial engagement with the user will not be immediately answered if the BFPO Service
desk is logging the call and not the User. Calls that require 3° line or 4" line support will
be dealt with in reasonable endeavours.
b. Taking of calls from the BFPO warehouse service to replenish the spares stock held in
Northolt
c. Provide regular updated KA’s (Knowledge Articles) to the BFPO Service Desk to ensure
that they have the latest information on issues in the estate and how to handle them
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 9 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
d. UK and Northern Ireland branches will be handled as normal engineering incidents if the
Service Desk is unable to resolve the incident over the phone as described within the
Working Document entitled: “Service Desk Joint Working Document”
(SVM/SDM/PRO/0021)
3 HNG-X
3.1 Service Definition
3.1.1. Contacting the Service Desk
3.1.1.1
Branches will contact the Service Desk either by using the SPOC telephone number or selecting the
appropriate IVR option for the Service Desk.
3.1.1.2
All Post Office internal departments including NBSC, Post Office Clients and POSD will contact the
Service Desk using the telephone numbers provided within the Working Document entitled: “Service
Desk Joint Working Document” (SVM/SDM/PRO/0021,) which vary depending on the time the call is
made to the Service Desk.
3.1.1.3
Fujitsu Services internal departments will contact the Service Desk using a dedicated telephone number
which will vary depending on which team the call is being made into on the Service Desk.
3.1.2 Incident Management
3.1.2.1
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.
3.1.2.2
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.
3.1.2.3
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.
3.1.2.4
The Service Desk first line agent will then open an Incident record to record the 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.
3.1.2.5
The Incident record will contain the information as described within the Working Document entitled:
“Service Desk Joint Working Document” (SVM/SDM/PRO/0021).
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 10 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
3.1.2.6
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.
3.1.2.7
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/0021).
3.1.2.8
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.
3.1.2.9
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/0021).
3.1.2.10
Calls that do not fall into the categories listed within the Working Document entitled: “Service Desk Joint
Working Document” (SVM/SDM/PRO/0021) but that are relevant to the NBSC will be classed as
misrouted to the Service Desk and the caller will be referred to the NBSC for further advice.
3.1.2.11
Calls that do not fall into those categories listed in the Working Document entitled: “Service Desk Joint
Working Document” (SVM/SDM/PRO/0021) and are not relevant to the NBSC will be classed as
misrouted and the call will be terminated by the Service Desk.
3.1.2.12
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”. (SVM/SDM/SD/0023).
3.1.2.13
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.
3.1.3 Interfaces with Change, Asset and Configuration Management
3.1.3.1 MSC Process
The Service Desk Service will create and/or impact Managed Service Change (MSCs) 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.
3.1.3.2 Asset and Configuration Management
The Service Desk Service will interface with TfS (Triole for Service) 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.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 11 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
3.1.4 Information Reporting
3.1.4.1
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/0021), describes the level and type of reporting required.
3.1.4.2
The Service Desk Service will use reasonable endeavours to supply the Service Desk daily performance
statistics by midday on the next Working Day.
3.1.5 Service Management
3.1.5.1 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: “Branch Network Service Description”
(SVM/SDM/SD/0011), 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 Incident Management Process Details”
(SVM/SDM/PRO/0018).
3.1.5.2 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.
3.1.5.3 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).
3.1.5.4 Self Fix Option for Barcode Reader
The Service Desk Service will allow the Post Master to choose whether they want to fix the BCR
themselves of have the incident resolved by an engineer visit. The Post Master will undergo all of the
normal checks required to the point in which it is established that an engineer visit would have been
required, at this point the Self Fix option will be offered to the Post Master. If the Post Master opts to take
up this option they will be requested to perform an additional check to establish with certainty that the
BCR head is at fault and then a new BCR head will be distributed to them along with the install
information and return instructions.
For avoidance of doubt the following criteria must be met by Fujitsu prior to sending a BCR head to site -—
«The BCR diagnostics on the Horizon Service Desk were correctly followed by the agent
e Ona Multi-counter office the BCR was tested on a different node to rule out potential
cable problem
« The replacement BCR was tested prior to dispatch and confirmed as working ok.
This new process will allow the Post Master to install the new piece of hardware themselves without the
need for an engineer present to complete this work.
Providing the following four criteria are met, Post Office will be entitled to a discount —
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 42-Mar-2014
CONFIDENCE) PageNo: 12 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
«The Incident is logged by the Post Master via the Horizon Service Desk and the Post
Master opts to receive the BCR by Post Master
e The Post Master resolves the incident upon receipt of the product and no subsequent
call for the same part on the same counter is made within 48 hours
e The Post Master returns the faulty piece of equipment as required and it is received by
the Horizon Service Desk in Stevenage within 10 working days following the incident
being logged.
e The Incident is closed as completed on the Triole for Service system when the part
reaches the Horizon Service Desk and will be accounted for in the month that the
incident is finally closed on the TfS System
The calls logged through this process will be reconciled on a monthly basis. These will be recorded by
the Horizon Service Desk and notified to POL via the End User Service Delivery Manager.
The discounted calculation are based on saving made from the standard process to be logged via
Engineering Services and any costs incremental of delivering through the process described in
SVM/SDM/SD/002 Engineering Service are to be reviewed at the start of each financial year.
3.1.6 Capacity Management
3.1.6.1
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.
3.1.6.2
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.
3.1.6.3
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.
3.1.6.4
The Service Desk Service shall ensure adequate controls are in place to ensure there is sufficient
capacity and availability within TfS and adequate steps are in place in case of any DR situation. See
Document TSMF Service Continuity Operational Maintance Guide.
3.2 Service Availability
3.2.1 Branch: Telephone Incident Logging
3.2.1.1
The Service Desk Service is available via telephone to Branches from 07:00hrs to 23:00hrs Monday to
Friday, and 08:00hrs to 23:00hrs on Saturday and 08:00hrs to 17:00hrs on Sunday. Bank Holidays hours
08:00hrs to 17:00hrs. 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.
3.2.1.2
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.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 42-Mar-2014
CONFIDENCE) Page No: 13 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
fee)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
3.2.2 I Branch: Telephone Incident Logging (Voicemail)
Outside of the hours stated in section 3.2.1 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 processed 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/0021).
3.2.3. 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
POSD 24/7, 365 days per year using the telephone contact number identified within the Working
Document entitled: “Service Desk Joint Working Document” (SVM/SDM/PRO/0021).
3.2.4 Fujitsu Services Departments: Telephone Incident Logging
The Service Desk is available to internal Fujitsu Services departments 24/7, 365 days per year.
3.3 Service Levels and Remedies
3.3.1. General Principles
The Service Desk has prime responsibility for meeting the SLT without associated liquidated damages,
as defined in section 3.3.5 of this Service Desk, Service Description.
3.3.1.1 Service Level Reporting Measurement Periods
3.3.1.1.
SLTs detailed in section 3.3.5 of this Service Desk, Service Description, which do not specify a
measurement period are;
(a) reported monthly via the SRB; and
(b) measured over a Service Level Measurement Period equating to a Post Office financial
quarter, i.e.:
o January to March;
co April to June;
o July to September; or
o October to December.
3.3.1.1.2
The values applicable to each of the Service Desk SLTs are identified within section 2.3.5 of this Service
Desk, Service Description.
3.3.1.2 Operational Level Target Measurement Periods
3.3.1.2.1
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.
3.3.1.2.2
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 14 of 1
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
FUJ00080484
FUJ00080484
The OLT identified within section 3.3.6 of this Service Desk, Service Description only apply within the
hours of 09.00 to 17.30 Monday to Friday excluding Bank Holidays.
3.3.1.2.3
Post Office may monitor the performance of the Service Desk Service OLTs on request.
3.3.2 Service Level Relief
3.3.2.1
If the limits defined in section 3.4.1 of this Service Desk, Service Description are exceeded over a
monthly period, Fujitsu Services will be entitled to adjust the measurements of performance in respect of
the SLTs, affected by this excess. Such adjustments shall be made on the following basis:
(a) _ 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
(b) 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.
3.3.2.2
Any dispute between Post Office and Fujitsu Services arising in connection with the application of this
section 3.3.2 of this Service Desk, Service Description shall be resolved in accordance with the Dispute
Resolution Procedure.
3.3.3 Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
3.3.4 Service Levels for which Liquidated Damages Apply
There are no specific SLTs associated with the Service Desk for which liquidated damages apply.
3.3.5 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.
3.3.5.1. Service Desk Front Line Targets
Table 1
Descripti $s
Calls answered within 30 seconds > = 90%
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 I 100%
hours
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTEDOR _Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date: 12-Mar-2014
CONFIDENCE) PageNo: 15 of 1
FUJ00080484
FUJ00080484
(oe) Service Desk Service Description
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
Availability of Counter call logging facility (back end server) >= 99.5%
Voicemail calls raised out of the Service Desk Day on the Fujitsu Services call I 100%
logging system responded to next Working Day with ring back commencing at
08:00hrs.
Software incidents resolved by re-boot or the application of a work-around <= 15 I 95%
minutes
Software incidents resolved by re-boot or the application of a work around < = 30 I 100%
minutes
3.3.6 Operational Level Targets
3.3.6.1 Customer Complaints
Table 2
Measure OLT
Standard Complaint — response to Post Office I 5 Working
in Days
High Profile Complaint — response to Post I 8 Working
Office in Hours
3.3.7. Performance Metrics
There is no performance metrics associated with the Service Desk.
3.3.8 Design Targets
There are no design targets associated with the Service Desk.
3.4 Service Limits and Volumetrics
3.4.1 Call Volumes
Table 3
Financial Year Monthly Call
Volumes *
Includes
COUNTER logged
calls
2009 / 2010 11000
2010 / 2011 11000
2011 / 2012 11250
2012 / 2013 11550
2013 / 2014 11900
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR _ Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date: 12-Mar-2014
CONFIDENCE) Page No: 16 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
fee)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
2014 / 2015 I 12200
3.4.2 Flexible Charging
3.4.2.1
Following each Service Level Measurement Period, Post Office and Fujitsu Services will 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.
3.4.2.2
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.
3.5 Assets and Licences
3.5.1 Assets
There are two Global Users kits on the Service Desk which are owned by POL all other assets are owned
by Fujitsu Services.
3.5.2 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.
3.6 Charges
3.6.1. Operational Fixed Charges
See Schedule D1 of the Agreement.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 42-Mar-2014
CONFIDENCE) Page No: 17 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
3.6.2 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, BFPO Sites,
NBSC and at a price per Counter Position as defined in Schedule D1 of this Agreement.
3.6.3. Operational Variable Charges
There are no additional operational variable charges associated with the Service Desk Service.
3.7 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:
3.7.1.1. 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.
3.7.1.2. 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.
3.7.1.3 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.
3.7.1.4 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 Service Desk
Service changes, an alternative Service Provider would have to take over this role.
3.7.1.5 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.
3.7.1.6 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.
3.7.1.7 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.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 42-Mar-2014
CONFIDENCE) Page No: 18 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
fee)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
3.7.1.8 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.
3.7.1.9 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.
3.7.1.10 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.
3.7.1.11 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.
3.7.1.12 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.
3.7.1.13 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.
3.8 Post Office Dependencies and Responsibilities
3.8.1
In addition to the generic Post Office responsibilities set out in Schedule A5 of the Agreement, Users and
Service Desk Customers will call the Service Desk via telephone and provide a clear and accurate
description of the fault as is possible.
3.8.2
Post Office shall comply with its obligations under sections 2.17 and 2.19 of this Service Desk, Service
Description.
3.8.3
Post Office shall comply with its obligations under section 3.1.5.4 Self Fix Option of this Service Desk
Service description.
3.9 Business Continuity
3.9.1 Summary
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 42-Mar-2014
CONFIDENCE) Page No: 19 of 1
FUJ00080484
FUJ00080484
Service Desk Service Description
Fe)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
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).
3.9.2 Infrastructure
3.9.2.1 Voice Systems Features
3.9.2.1.1
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.
3.9.2.1.2
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.
3.9.2.1.3
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
3.9.2.2 Incident Management System
In the event that the primary Incident Management System becomes unavailable, Manual call logging of
incidents will be invoked until the Incident Management system is restored. Once the system has been
restored all manually logged incidents will be logged onto the restored Incident Management system.
3.9.2.3. Power
To provide contingency against mains power failure, the Service Desk Incident Management System,
the Counter 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.
3.9.2.4 Disaster Recovery
Fujitsu Services shall ensure Service Desk access to the Incident Management System at the DR site is
available to the Service Desk Service within three (3) hours of the initial failure.
3.9.2.5 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).
3.9.3 Service Level Relief
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 (Section 3.3.5.1, Service Description will be
suspended for the period of such unavailability subject to a maximum period of either three (3) hours; or
the remainder of the Service Desk Day, whichever is the shorter period.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 200f 1
FUJ00080484
FUJ00080484
Service Desk Service Description
fee)
FUJITSU FUJITSU RESTRICTED (COMMERCIAL IN
CONFIDENCE)
3.10 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.
3.11 1S027001
The Service Desk Service will comply to the requirements of ISO27001. They will support the account in
maintaining its accreditation to its contract and required standards.
©Copyright Fujitsu Services Ltd 2014 UNCONTROLLED WHEN PRINTED OR Ref: SVM/SDM/SD/0001
STORED OUTSIDE DIMENSIONS Version: 6.0
FUJITSU RESTRICTED (COMMERCIAL IN Date’ 12-Mar-2014
CONFIDENCE) Page No: 21 of 1