FUJ00080495
FUJ00080495
FUJITSU Call Enquiry Matrix and Incident Ref: CS/FSP/015
}} Prioritisation - Implementation Version:
P' 1.0
FUJITSU SERVICES
COMPANY IN-CONFIDENCE Date: 17/04/2007
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Call Enquiry Matrix and Incident Prioritisation -
Implementation
Functional Specification
N/A
This document details the prioritisation and call codes
for Implementation incidents logged on PowerHelp
Approved
Graham Welsh, Customer Service
Post Office Account Library
Approval Authorities: (See PA/PRO/010 for Approval roles)
Name Role Signature Date
Liz Melrose POA Service Delivery
Team Manager
Paul Gardner HSD Operations Manager
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FUJ00080495
FUJ00080495
FUJITSU Call Enquiry Matrix and Incident Ref: CS/FSP/015
J} Prioritisation - Implementation Version: 1.0
FUJITSU SERVICES
COMPANY IN-CONFIDENCE Date: 17/04/2007
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
0.1 Division of CS/FSP/002 v16.0 into separate
documents to cover specific incident types
1.0 17/04/07 Document sent for approval after minor
changes as follows as listed in section 0.5
0.2 Review Details
Review Comments by
Review Comments to :
Mandatory Review
Customer Service Jan Ambrose (*)
SST Aston Allen
Optional Review
Post Office Ltd Lynne Fallowfield
HSD Paul Gardner (*)
Customer Service Liz Melrose
Issued for Information — Please restrict
this distribution list to a minimum
Position Name
(* ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
PA/TEM/001 Fujitsu Services Document I PVCS
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FUJITSU Call Enquiry Matrix and Incident Ref: CS/FSP/015
Prioritisation - Implementation Version:
y ioritisati i 1.0
FUJITSU SERVICES
COMPANY IN-CONFIDENCE Date: 17/04/2007
Template
CS/FSP/001 Help Desk Call Enquiry PVCS
Matrix
Unless a specific version is referred to above, reference should be made to the
current approved versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation
Definition
ADSL Asymmetric Digital Subscriber Line
HSD Horizon Service Desk
NBSC Network Business Support Centre
POL Post Office Limited
SLA Service Level Agreement
SMC System Management Centre
0.5 Changes in this Version
Version Changes
0.1 None - initial version
1.0 « Mandatory reviewer’s name corrected for SST
« Input of new Problem Type Codes IMO3 & IM04
« Repair code R82 added to cause code CB3 for IM03
e Instances of repair code R70 amended to Reboot by Branch
0.6 Changes Expected
Changes
Population of new Problem Type Codes for in section 3.0 for Hardware Rollout for Branch
Routers and Epson Printers.
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rood Call Enquiry Matrix and Incident Ref: CS/FSP/015
FUJITSU Prioritisation - Implementation Version:
ersion: 1,0
FUJITSU SERVICES
COMPANY IN-CONFIDENCE Date: 17/04/2007
0.7. Table of Contents
1.0 INTRODUCTION.......csssssssssssssssssssssssssssssesssssssssssssssessessesssssssssssssssssssussssssssssssssseseeeS
2.0 SCOPE.........006
3.0 CALL CODES AND INCIDENT PRIORITISATION............sssssssssecssessseesessneesneenee 5
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FUJITSU Call Enquiry Matrix and Incident Ref: CS/FSP/015
}} Prioritisation - Implementation Version:
P' 1.0
FUJITSU SERVICES
COMPANY IN-CONFIDENCE Date: 17/04/2007
1.0 Introduction
This document describes the incidents logged on PowerHelp and is used to define
the call codes for these incidents.
It also defines the priorities assigned to any incident. These priorities have been
created to aid the HSD to manage incident escalation and have been agreed in
conjunction with support units.
2.0 Scope
The document describes the types of incidents, incident prioritisation and call codes
for the following call type:
I Implementation
Further details in respect of incident prioritisation and status and PowerHelp call
codes are provided in ‘Call Enquiry Matrix and Incident Prioritisation — General’ [Ref.
CS/FSP/011].
3.0 Call Codes and Incident Prioritisation
Call Type Code: I
Call Type: Implementation
Description: Incidents related to implementation
Calls raised by: HSD/SMC
SLA: Not applicable
Priority: D, unless otherwise requested by the originator in accordance with
the business impact
Problem Type Code Cause Code Repair Code
M03. Hardware Rollout- ICA1 Call inappropriate for HSD [R08 —_No action taken / User advised by engineer
Branch Router
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FUJITSU Call Enquiry Matrix and Incident Ref: CS/FSP/015
J} Prioritisation - Implementation Version: 1.0
FUJITSU SERVICES
COMPANY IN-CONFIDENCE Date: 17/04/2007
CB3_ Implementation issue R01 Unit Replaced by Engineer
R02 Unit Repaired by Engineer
R03 Unit Adjusted by Engineer
R06 Cable Replaced/Repaired/Adjusted by
Engineer
R66 Implementation issue resolved
R68 Reboot by Engineer
R70 Reboot by Branch
R82 Printer Buffer Cleared
R90 No Fault in Product
R91 Published KEL
R93 Administrative Closure
R94 Duplicate Call
R95 —_Fixed at Future Release
RG1 Call cancelled
RG2 Engineer unable to complete
M04 Hardware Rollout [CAT Call inappropriate for HSD__[RO8 No action taken / User advised by engineer
Epson Printer
‘CBS Implementation issue ROT Unit Replaced by Engineer
R02 Unit Repaired by Engineer
R03 Unit Adjusted by Engineer
RO6 Cable Replaced/Repaired/Adjusted by
Engineer
R66 —_Implementation issue resolved
R68 —_ Reboot by Engineer
R70 _ Reboot by Branch
R82 Printer Buffer Cleared
R90 No Fault in Product
R91 Published KEL
R93 Administrative Closure
R94 Duplicate Call
R95 _Fixed at Future Release
RG1 Call cancelled
RG2_ Engineer unable to complete
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