Fujitsu Services Call Enquiry Matrix and Incident Prioritisation -
Change
COMPANY IN-CONFIDENCE
Ref: CS/FSP/012
Version: 1.0
Date:
16/04/07
FUJ00080496
FUJ00080496
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
External Distribution:
Approval Authorities:
Call Enquiry Matrix and Incident Prioritisation - Change
Functional Specification
N/A
This document details the prioritisation and call codes for
Operational Business Change incidents logged on PowerHelp
APPROVED
Ian Venables, Customer Service
Jan Ambrose
Liz Melrose; Jan Ambrose; Chris Lewis
Lynne Fallowfield Post office Ltd
Name
Position
Signature
Date
Liz Melrose
POA Service Delivery Team
Manager
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
FUJ00080496
FUJ00080496
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/012
Change
Version: 1.0
COMPANY IN-CONFIDENCE Date:
16/04/07
0.0 Document Control
0.1 Document History
Version No. I Date Reason for Issue Associated
CP/PinICL
0.0 Division of CS/FSP/002 v16.0 into separate
documents to cover specific incident types
0.1 30/01/07 Changes to list of reviewers
1.0 16/04/07 For approval after review
0.2 Review Details
Mandatory Review
Name
SST
Chris Lewis
Optional Review
Name
POL
Lynne Fallowfield *
Customer Service
Liz Melrose
Customer Service
Jan Ambrose
( * ) = Reviewers that returned comments.
0.3 Associated Documents
Reference Version Date Title Source
CS/FSP/011 Call Enquiry Matrix and PVCS
Incident Prioritisation -
General
SVM/SDM/SD/ Operational Business POA
0014 Change (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.
0.4 Abbreviations/Definitions
Abbreviation Definition
ADSL Asymmetric Digital Subscriber Line
HSD Horizon Service Desk
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
FUJ00080496
FUJ00080496
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/012
Change
Version: 1.0
COMPANY IN-CONFIDENCE Date:
16/04/07
ISDN. Integrated Services Digital Network
OBC Operational Business Change
PO Post Office
POA Post Office Account
POL Post Office Limited
SLA Service Level Agreement
SMC System Management Centre
0.5 Changes in this Version
0.1 Revised list of reviewers
Change of description for code CC32 to “Hardware Exchange”
0.6 Changes Expected
None
0.7 Table of Contents
1.0 INTRODUCTIO!
2.0
3.0 CALL CODES AND INCIDENT PRIORITISATION...
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FUJ00080496
FUJ00080496
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/012
Change
Version: 1.0
COMPANY IN-CONFIDENCE Date:
16/04/07
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:
Cc Change
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].
© 2007 Fujitsu Services COMPANY IN-CONFIDENCE
Fujitsu Services
Change
COMPANY IN-CONFIDENCE
Version: 1.0
Date:
16/04/07
FUJ00080496
FUJ00080496
Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/012
3.0 Call Codes and Incident Prioritisation
Call Type Code: c
Call Type: Change
Description:
Calls raised by:
SLA:
Priority:
Not applicable
business impact
All relate to OBC changes. Codes are not used by HSD.
POA OBC (CC34 calls may also be raised by SMC)
Cause Code
C, unless otherwise requested by the originator in accordance with the
Repair Code
ICCO4 Close PO branch CAG OBC change requested R61 OBC change complete
RG3 Fujitsu engineer revisit
RG4 Romec engineer visit
RH4 Cancelled by POL
ICCOS Close PO branch VSAT As for CC04
CCO6 Decrease number of terminals As for CCO4
ICCO7 Decrease number of terminals - 2 -1 As for CC04
ICCO8B Open PO branch As for CC04
ICCO9 Open PO branch VSAT As for CCO04
iCC11 Re-open PO branch As for CC04
iCC12 Re-open PO branch VSAT As for CC04
iCC13 Re-open PO branch with relocation As for CC04
[SC14-Re-open PO branch with relocation VSAT As for CCO4
ICC15 Increase number of terminals As for CC04
ICC16 Simple refurbishment As for CC04
ICC17 Complex refurbishment — ISDN/ADSL move only As for CC04
CC18 Complex refurbishment — VSAT move only, As for CCO4
iCC19 Complex refurbishment - Increase number of terminals. As for CCO04
iCC21 Complex refurbishment - Increase terminals & As for CC04
ISDN/ADSL move
}CC22 Complex refurbishment - Increase terminals & VSAT As for CC04
move
}CC23 Complex refurbishment - Decrease number of terminals As for CC04
© 2007 Fujitsu Services
COMPANY IN-CONFIDENCE
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FUJ00080496
FUJ00080496
Fujitsu Services Call Enquiry Matrix and Incident Prioritisation - Ref: CS/FSP/012
Change
Version: 1.0
COMPANY IN-CONFIDENCE Date:
16/04/07
[CC24 Complex refurbishment - Decrease terminals & As for CCO4
ISDN/ADSL move
ICC25_ Complex refurbishment - Decrease terminals & VSAT As for CCO4
move
ICC26 Simple relocation As for CC04
ICC27 Simple relocation VSAT As for CCO4
ICC28 Complex relocation - Increase number of terminals As for CCO4
[C29 Complex relocation - Increase terminals VSAT As for CCO4
(CC30_—_ Complex relocation - Decrease number of terminals (not As for CCO4
2-1)
ICC31 Complex relocation - Decrease terminals (not 2- 1) VSAT As for CCO4
CC32___ Hardware exchange As for CCO4
ICC34- Ad hoc PO branch change As for CCO4
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