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me)
FUJITSU
IP Handover
Post Office Account — Service Delivery
Problem & Major Incident Manager
This document covers all basic instructions for standard weekly and monthly work taken out in the
year 2015/16 that is transferable for the next IP in year 2016/17. Not all aspects may be of use as
roles change throughout the year.
Note Jan 2018: Document updated to reflect changes on POA Account.
0. Table of Contents
0. TABLE OF CONTENTS. ....0...ssssssssssessesssessssecseessnscneessnecsseesseesseensnesseessnesnneesseesneenseesns 1
1. PROBLEM & MAJOR INCIDENT MANAGEMENT...........ccscsssssesessseseseesssseesesseenersenes 3
1.1 Weekly Tasks.
1.1.1 Virtual Whiteboard Clean-up.
1.1.2 ATOS Problem Spreadsheet.
1.1.3 Problem Management Call with ATOS........cccccssssssssssesesesescseesesescscsesesessesescacaeeecacscasacsaesenesaeaeeeeeracataseaeeneeas 5
1.1.4 Action Spreadsheet.
1.1.5 OBC19 Spreadshee'
1.1.6 KEL Review Forum.
1.1.8 Weekly Reports.
1.1.8.1 Incident Report...
1.1.8.2 PEAK Reporting..
1.1.9 Out of Hours Duty Manager Handover.
1.1.10 7 Day Service slide.
1.2 Major Incident Reports.
1.3 Post Incident Reviews...
1.4 Major Incident Report Tracker.
1.5 Notify PRO.
1.6 CP CT Tracker.
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1.7 HORIce.
1.8 Tech Bridge.
1.9 Virtual Whiteboard Incident Input.
1.10 Yearly Problem Revie
2. FINANCE......cccsssssssssssssesseseseseesescacsrssscessussesssssessseeacasaesesrsasacacsceneneatanecsssetecesasaeaeaenees 25
2.1 BAS Monthly SST Breakdown
2.2 BAS SST Cost Centre 90206.
3. HORIZON PRODUCTION SERVICE DASHBOARD.........s:c:cssseseseessesesesseaseneneneeeer 34
3.1 External Dashboard Slides.
3.2 Internal Dashboard Slides.
4. SERVICE LEVEL TARGETS (SLTS)
4.1 Data Centre SLTs.
4.2 POLSAP SLTs.
5. SERVICE MANAGEMENT REVIEW (SMR) PACK..........:sssssssssssssesesssnensseseenseeseseers 41
5.1 Scorecard Weighting Factor...
5.2 POLSAP Slides for the SMR Pac!
6. CP IMPACTING MEETING.........scscsssssssesssssseseesessererscessesscscassserseessesesenesenentenecasasessees 46
7. CREDENCE REPORT..
8. CUSTOMER SERVICE.........ccscccssssssssesssssessnscsssssssesasesscsenseeceesrecscesenesecesensenenasaseeseee]! 49
8.1 CP Database
8.2 Adding Impacts to Dimensions.
8.3 Sending Out a New CP.
9. SOFTWARE LICENSING..........ccssscsssssessesssssesssssssessescseseesescersesesensensnssessensatenssesecaees 50
9.1 Purchase Orders.
10. HOW TO.....sescsesessesssssssssssesessssssesenensesssescscensosesasassessseseessesseseasoeacsnessensassseseseenseasess 52
10.1 Create a Group Mailbox.
10.2 Add/Remove Members to Group Mailbox.
10.3 Add a Group Mailbox to Outlook.
10.4 Use Skype.
10.4.1 Add Skype Meeting to your Outlook.
10.4.2 Set up Skype Meeting.
10.4.3 Joining a Skype Meeting
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1. Problem & Major Incident Management
1.1 Weekly Tasks
1.1.1 Virtual Whiteboard Clean-up
At the beginning of each week, it is beneficial to perform a simple tidy up of the Incident Whiteboard found on
SharePoint:
This consists of aligning closed incidents on TfS in the Virtual Whiteboard (VWB).
1. Open the VWB
2. Month by month check for open incidents by filtering out those that are not labelled as closed (Closed — ‘Y’)
3. Open TfS. Copy the incident number into TfS and check if incident is closed (this is in the top right corner — ‘Active’
if ‘No’, then the incident has been closed, if ‘Yes’, then the incident is still open)
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4. Change the ‘Closed’ status in the VWB to ‘Y’.
5. Update the ‘End Time’ to reflect when the incident was resolved. To do this you need to read through the logged
comments in the incident to find the most relevant update showing when the incident was resolved.
6. Update the ‘Root Cause’ to reflect what the cause of the incident was. Similarly, to do this you need to read
through the logged comments in the incident to find the most relevant update for the cause of the incident.
7. Repeat this for all open incidents in the VWB, this may take a while so spread it over the week as a background
task if need be.
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1.1.2 ATOS Problem Spreadsheet
Every Tuesday afternoon you will be responsible for distributing the Problem Spreadsheet to ATOS Problem
Management (Richard Benton & Robert Shaw) with Fujitsu updates which are discussed on the weekly Problem
Management call every Friday.
1. Open the last spreadsheet sent from ATOS Problem Management.
2. For each problem record, insert the date, your name, and then the update for the week
3. For problem records currently sitting with ATOS, update with ‘Awaiting ATOS update’
4. For problem records sitting with Fujitsu, each update can be based on any work you or Tony have undertaken in
the past week in relation to that problem. If you are stuck for an update, discuss with Tony and he'll point you in the
right direction for who is responsible for the work in that Problem Record.
5. When completed, save file with the date you have updated the spreadsheet and save to your documents.
(REY wey soe se nee a 721
ecard Ab,
Pease id tached the weekiy problem record
of the Year
7. At the end of each month, upload the latest updated spreadsheet for that month, including the latest copy sent
through from ATOS on the Friday, into the Problem Management SharePoint area in ‘Weekly problem Reports’:
http://emeia.fujitsu.local/03/sites/T17/00672/Service_Management/Service%20Support/Forms/Allltems.aspx?Root
Folder=%2F03%2Fsites%2FT17%2F00672%2FService_Management%2FService%20Support%2F PROBLEM%20MANAG
EMENT%2FPROBLEM%20RECORDS%2FWeekly%20Problem%20Reports%202017&FolderCTID=0x012000FSFEC7BF52
71FF48BBBD895BD2F87A2B&View=%7B28ABB9A1-0DD6-41FE-957D-1£43327616FC%7D
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1.1.3 Problem Management Call with ATOS
Every Friday morning, you and Tony Wicks hold a Problem review call with ATOS Problem Management to discuss
the ongoing problem records within the spreadsheet. ATOS will send a spreadsheet with their updates on the Friday
morning before the meeting which will be discussed. Before each meeting it is best to discuss these with Tony Wicks
and make sure you are set for discussion with the customer before entering the room unprepared. The call consists
of going down each Problem Record and giving a view of its latest status, followed by an AOB opportunity.
Before every meeting, Atos Problem Management will send through an email with the updated spreadsheet
attached. This will be the spreadsheet that is used in the discussion on the call. The example of the email received is
as below. Attached is also the example of the spreadsheet.
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Senne Dee Ry Ray Fo ae caren Mo ei tego Tote Zam
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Weekly Update - 10/06/2016
SUWRBEREIY eet vpsate 10062016 toss 2 8)
Hal,
Please find attached for this week's cll.
Kind Regards,
Robert Shaw
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Senior Problem Manager
Atos c/o 08H Managed Business Centre
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‘ise mall athe documents ata ar caida an iene sly forthe ares; I may as be rege ou recive ts eal ere, please ral the sender imenesstely ae dest
Weekly Update
10062016 - Atos.xisx
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1.1.4 Action Spreadsheet
Asa result of Major and Post Incident Reports, there are a number of actions which can easily become difficult to
manage with a high number of reports open at once (see sections 1.2 & 1.3), so we have a central spreadsheet where
we keep record of all the actions from both Major and Post Incident Reports. This can be found at:
http://emeia.fujitsu.local/03/sites/T17/00672/Service_Management/Service%20Support/Forms/Allltems.aspx?Root
Folder=%2F03%2Fsites%2FT17%2F00672%2FService_Management%2FService%20Support%2F Post%20Incident%20R
eport%20-
%20Action%20S preadsheet&FolderCTID=0x012000FSF6C7BF5271FF48BBBD895BD2F87A2B&View=%7B28ABB9A1-
ODD6-41FE-957D-1£43327616FC%7D
Your role is to maintain this spreadsheet:
1. Whenever a new MIR/PIR is generated, add this to the spreadsheet with all of the actions associated.
2. When an action is closed, move this to the closed tab and give a summary of closure.
3. At the beginning of each week, send the spreadsheet out to all action owners via email and copy in Steve Bansal —
as a reminder of the urgency to complete their actions to aid in lessons learnt to avoid repeat occurrences.
4. If you get no response, send individual chasers and even phone / set up meetings to discuss progress with action
owners.
5. If you get an update, place this into the spreadsheet and continue tracking.
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1.1.5 OBC19 Spreadsheet
Every Wednesday the Release Management hold an OBC19 Review Meeting to discuss issues relating to file transfers
via the Post Office Data Gateway (PODG): new PODG routes deployment, routes deletion, progress of PODG
incidents etc. You will be asked to update the last 2 tabs of OBC19 Spreadsheet — PODG Issues and PODG
Decommissioning tab.
PODG issues tab is updated by adding new incidents that might be raised for file transfer issues. Include the client
name, PODG route name, TfS and ATOS reference and a brief description of the issue. Newly added incidents and
updates need to be marked in green.
We (f) have been unable to connect to the 3rd Party Server (RIS) since 07:20 on 2nd August 17 and hence we have a back log of
files awaiting transfer. it would appear that ATOS might be having problems identifying who they should be contacting; the
incident was raised with UK 3rdP.CSCSTERIASAPHR. A company called Lumesse (Lee Pearce) were involved in the testing phase
back in 2012, Paula Hillsden provided contact details for Lumesse representative. We (Fl) are awaiting ATOS IM to liaise with
the third party representative. The third party (Lumesse) performed an IP address change at their end on the 2nd Aug 17. The
Ichange was unannounced to both ATOS and Fl, however there had been some communication between POL and Lumesse. An OBC
HRSA _IRIS request (OBC105 ~Route Change with Network Changes) now needs to be submitted into Fl from ATOS. There are currently 28
IRIs IRIS HRSAP 1a16495624/110486260 files awaiting transfer into IRIS. 06/09/17 There are currently 42 files back logged for the PODG route HASAP_IRIS
via the Al
[The PODG Client (COOP Bank) requested a file resend (COAOOO77.C
supplied int the 3rd Party at 22:15:38 28/08). The ATOS Service Desk were advised that an
ber would be required to allow forthe file resend to take place. We are currently awaiting further
1 Service Desk. The Fl support team confirmed
that the file had been successf
Joacit1 request and PO nu
110525781 IFeedback from the ATOS Service Desk. We did chase for an update on the 4th Sept 17
initial file transfer fai
BRANDS IMoNevcoRP_sraNos _IA16642264/110532683 IA16542995/110503:
COOP Bank [APS THN_COOP: Jan6631:
ire observed on Ist September at 18:15, FJ UNIX determined this to be a reoccurrence of an issue seen in
1 /IPTEMP directory,
177 whereby the third party deleted
Every day SMC Team send an update on the PODG incidents (PODG calls logged between...), so check these in the
first instance. Still, if you are unsure what incidents to add, request Steve Gardiner for asisstance. He normally
attends the meeting as well and has access to PODG Reporter to check file activity on a given route (if Steve is
unavailable, FJ SMC and FJ Unix may assist in checking).
The second tab is PODG Decommissioning issues. These are incidents raised for PODG routes that are no longer
operational but have not been yet deactivated. There are normally no updates on this tab so just change the dates.
Once every 2-3 months you might approach Steve Bansal to find whether he got any update via the monthly Service
Review. The update then might look as follows:
[25/01/17 The last Wincor Kiosk was decommissioned on 28th March 2015, with their contract ending on 31st
March 2015 for Post Office so there is no longer any contact with Wincor. For an extended period we have
lbeen receiving empty files (84 K) in sie. This now appears to have come to an end. No WINCOR Post and Go
tite has been received since the 27th Nov 16 and hence PODG is reporting Warn Expected Time Exceeded
land info Stop Time Expired. Decommissioning therefore required. 10/01/18-8renda Shields (POL to pick
wincor PG_TKN_WINCOR Janai91147/19836115 [this up with Paula: action no 079 being tracked by Atos/POL
[The PODG route APS_TXN_FIRSTRATE_O2 was briefly discussed during the OBCI9 review meeting (03/02).
IEmail was also received from Paula Hillsden (ATOS) post the meeting. Checks were performed whereby no
fle activity seen. File activity checks for the PODG route APS_TKN_FIRSTRATE_01 were also performed. Files
20 bytes in size are being generated (empty files). This has been occurring since at least the 02/11/16, This
is as far as PODG reporter goes back to. On 15th Feb 2017 Paula Hillsden confirmed she had taken up
Idecomissioning of the route with the Project. Checks were performed again and no ile activity has been
Iseen this year on APS_TXN_FIRSTRATE_02 and empty (120KB size) files being generated on the
IaPS_TXN_FIRSTRATE_02 JAPS_TXN_FIRSTRATE_01 route 10/01/18- Grenda Shields (POLI to pick this up with Paula; action n0.079 beingI
First Rate IApS_TXN_FIRSTRATE_O1 Iaus24a67a/i10400047 tracked by Atos/POL
[23/06/17 The overnight APS schedule is now generating empty files of 120 bytes in size for SODEXO (UKBA),
[This is due to the SODEXO (UKBA) contract being terminated on the 31st May 2017. The related PODG route
Uk Border Agency IAPS_TKN_SODEXO requires decomissioning 10/01/18- Brenda Shields (POL) to pick this up with Paula; action
SODEXO IAPS_TXN_SODEXO Ia16193923/110399800 [no 079 being tracked by Atos/POt
PODG calls logged
between 28th Decem
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1.1.6 KEL Review Forum
The KEL is the master knowledge base for all incidents being progressed through the support chain. It was developed
by the SSC who also maintain the servers it runs on.
The KEL Review Forum is a meeting held weekly to update this master knowledge database, accessed via SSC
website: https://ssc.fs.fujitsu.com/SSC3/homepage.jsp
1. Compile Agenda: The SMC Team are to send through a list of KELs for discussion each Tuesday. It normally
contains 10 KELs. These need to be included in the KEL Agenda, along with Criteria for Review. Example below:
Meeting Agenda
4. KELs highlighted for review:
‘SMDB-related KEL
JA comment: Any KEL relating specifically to the
king 425P ‘ SwBD canbe demised yews
‘achasaeS 2 ‘SMC comment. Needto discuss about SMC
action and prionty
schlatterkKS341L 3 ‘SMC comment: We do not deal with EMC
anymore, need to discuss ifthe KEL is stil valid
‘achaatt7P 7 ‘SMC comment: SMC action & priority not
specified
‘achartoR 7 ‘SMC comment’ SMC action & priority not
specified
‘achat TaN 3 ‘SMC comment Need to discuss about priority of
Other parties may also bring KELs to the forum, but SMC are the primary source.
2. Send out Agenda: You need to distribute the Agenda once all KELs are received (Wednesday afternoon at the
latest) to all mandatory participants and the FC.IN.DL_SMC_ MANAGEMENT} GRO i dist. list. You may invite
other parties if they want to participate.
Title: Fujitsu- POAKEL Review Forum
Invitees/Attendees
Option
POA BAS Incident Manager Nick Crow (Chair) tory
POA BAS Problem & Incident I Tony Wicks (Vice-Chair) Optional
Manager
SSC/EDSC ‘Sunil Nellikkentavita (or nominee) Mandatory
John Simpkins Optional
SMC india Rajaram Kuppuramaseshan Mandatory
‘SMC India Ravula Rajaramana Optional
SMC Manager (UK) Jerry Acton Mandatory
‘GDC Poland (Scribe) Aleksandra Zawisiak Mandatory
ee Wap ods
‘SSC/EDSC Steve Parker Optional
Software Development Manager I Nick Lawman or nominee Optional
POA BAS Lead SDM & Risk Yannis Symvoulidis Optionat
Manager
Additional Attendees
‘SSC /EDSC:
The SSC person then returns comments for the Agenda, and you incorporate those in the file. Agenda then needs to
be sent out again in an updated version.
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Hold Skype KRF Session: The KRF Meeting takes place Thursdays at 14:00. During the meeting you will need to share
your screen with participants, presenting the KELs that are being discussed. You also read out the criteria for review
& comments (2 screens come in handy...).
Right under the list of KELs for discussion, there’s also a table with actions. You are required to request participants
about any update and make a note if provided. At the end of the Meeting you do a quick round the table, and if
anyone raises an AOB (Any Other Business) item, make a note in a table along an appropriate action no.
5. Any Other Business/ for discussion:
Draft KRF Minutes: The notes you make during the KRF later serve you to compile Minutes.
SEES Se” rupyiLsU
Meeting Minutes
4. KELs highlighted for review:
‘SMDB-related KEL
JA.comment: Any KEL relating specifically to the
'SMBD can be demised
SSC comment: Deactivate
Rking1425P- 4
KRF 4/01: SMC to deactivate.
aohaa4eS 2 SSC comment
Ifit is @ single service then raise call with
3" party(Main service BKAC managed by
Postcode anywhere. If multiple service
effected then check with Unix and network:
IfBKAC service involved then P3 call
recommending
SMC comment: Need to discuss about SMC.
action and priority
KRE 4/01: SMC to amend accordingly
‘sohlatierkS3a7L
SMC comment: We do not deal with EMC
anymore, need to discuss if the KEL is stil vali.
‘SSC comment Betier to check with URI
KRF 4/01: SMC to follow up with FJ UNIX.
achaati7P ‘SSC comment. Deactivate.
PC0229355 resolved this issue and new
SMC comment: SMC action & prionty not Ceres cated forhousekeesing
KRE 4/01: SMC to deactivate.
achavi0R 7 ‘SSC comment Deactivate. PCO217168
resolved and new baseline released under
SMC comment: SMC action & priority not paper
specified
KRE 4/01: SMC to deactivate.
Post Meeting Minutes: Save the Agenda as a new file, changing the header, completing the participants list, etc. The
Minutes file has to be uploaded on SharePoint as POA KRF Minutes DD MM YYYY:
http://emeia.fujitsu.local/03/sites/T17/00672/Service_Management/Service%20Support/Forms/Allltems.aspx?Root
Folder=%2F03%2Fsites%2FT17%2F00672%2FService Management%2FService%20Support%2FKEL%20Review%20FO
rum&FolderCTID=0x012000F5F6C7BF5271FF48BBBD895BD2F87A2B&View=%7B28ABB9A1-0DD6-41FE-957D-
1£43327616FC%7D
The actions following the KRF need to be shared with the assignees (normally SMC get all the actions).
The SMC Management confirms back the actions are completed prior to the next Forum.
If there are KELs with no clear action agreed (i.e. SMC/SSC are unsure how to proceed and need to consult other FJ
SDUs), the KELs needs to be published in the next Agenda, until update on KEL is agreed.
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ad ad add
FW KELs for RE KELs for KRF Actions 4th
discussion in KRF .msidiscussion in KRF 07 : January 2018.msg
1.1.7 Account Call-Out Rota
Each Friday you need to ensure that the call-out rota for the account has been updated for the following week so
each team has sight of cover for both in and out of hours support for the week.
1. Open the account call-out rota SharePoint page
http://emeia.fujitsu.local/03/sites/T17/00672/Service_ Management/BCP/Forms/Allltems.aspx?RootFolder=%2F03
%2Fsites%2FT17%2FO0672%2F Service Management%2FBCP%2FAccount%20Call%200ut%20Rota&FolderCTID=0x01
200050C1935F4019924AA797C34E1BB6DCOD&View=%7 BOE6CCDCE-03BC-41A0-8080-06CD353E37C1%7D
2. Ensure there is a spreadsheet for the following weeks date and open the sheet
3. Look down the spreadsheet and if there are any gaps, you need to email members from the teams and ask them
to provide updates before the end of the day.
4, Ensure the spreadsheet has been updated for our Duty Manager team. If not, discuss with Tony Wicks/Steve
Gardiner and ask who is Primary / Secondary Duty Manager for the week and update the sheet accordingly. This also
applies for the Out of Hours Duty Manager — this information can be found on the POA OHH Duty Manager Rota
provided by Jean Woolley, ask Tony for sight of this if you haven’t already been given one.
5. You are also responsible to update the GDC details on the call out rota. The GDC team has a separate rota that you
would need to copy the details from and into the Account Call-Out Rota. Their rota can be found at:
http://emeia.fujitsu.local/03/sites/T17/00672/Project_Delivery/Development/GDC/Shared%20Documents/Forms/Al
lItems.aspx
6. A few days before the end of every month ae a reminder to the GDC team to update t their call out rota. You can
send the email to Chethan. Gurumurthy/ RO. jor Venu.Anamallai"”""GRO____as they normally manage
the schedule.
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1.1.8 Weekly Reports
1.1.8.1 Incident Report
Each Friday, you are required to generate the weekly reports for the account from Problem & Major Incident
Management. This is handed over to Steve Gardiner on the Friday afternoon who then provides updates on
Monday/Tuesday the following week reflecting incidents that occurred over the weekend.
1. Open the VWB
2. Review each incident from the Monday to the Friday that week
3. Only incidents that either have an ATOS incident reference or need to be shared with the customer need to be
added. Those labelled ‘Internal FJ’ are not to be added to the weekly report.
4. For each incident in the weekly report, the summary consists of the incident date, high level summary of the
incident, high level root cause & resolution of the incident and Fujitsu/ATOS incident references. If ATOS have not
provided an incident reference at the time of producing the weekly report, then leave as ‘No ATOS incident
provided’.
5. Update the date of the report showing the week ending date, then send to Steve Gardiner in a ‘DM Friday-Monday
Handover’ email, ready for when Steve comes back into the office on Monday.
To see an example report ask Tony Wicks / Steve Gardiner.
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Paste Boru aex, x Beas ED I Scapion —Emphasie. Heading I Heading? Heading? THeatings 5) fy ceeee
UJITSU Post Office Account
. Weekly Report
We 2aoaris
« Service Management Weekly Report
Commentary
Incident Management 16/04 Montoring reported that 7 external PODG routes assooated with POROMIN
fesperenced fe upload folures This was 2 reit of posse frewal eave within the
feernal domain. APOP fles are now delvered va Quai as a workaround. No sues
Idertfed within F domain A23270703 and e900295 reer
18/04 Monitoring reported critic alerts on CAPO CDG. Tis is «known problem withthe
Send where very occasionally the send seems to fall but the fle hs been transferred. The
fle was received by HP at 2037 (18/08)
19/06 Fujtsu Reconciliation Team had requested to axcertain whether there were any
Issues which may have caused multiple kos transactions C4 to be delivered a dy late Ths
resuted in mole Kosk transactions te appeer on our reports moving fom state 11 to
State 39. The fle submitter for the Sk (VesPay) di not provide the settlement fe for
transactions processed on the 13th which meant there was a day dele in processing these
transactions No sues identified within domain, 12176428 and aS06831 refer.
19/04 Montoring resorted external PODG route BRANDS had fled. F were unable
deliver fe alsossPrePaidcard 20160419 to GRANDS. This was a esl of an IP adress
change within the external domain. No sues identifed within F) domain, Incident
‘AL2178907 refer. No Atos reference provised
20/08 Montoring ceported rites! alerts for ow disk space on Géive on LMIPMIAOO2,
No lsu ented within the Fl domain Incident A12385228, A12196029, 18913627 and
19915208 refer,
21/08 Monitoring reported alerts for Banking LINK Serdce. Checks were performed by HT
and Networks ond o aver were ientied thin F dom. BT willend engineers to ates
to further investigate Incident 12193422 and 6915220 eer
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1.1.8.2 PEAK Reporting
Each Thursday, you are required to generate a PEAK Report for Steve Bansal in preparation for the Leadership Team
Meeting on Friday. The instructions to produce the PEAK report are detailed in the document ‘PEAK Reporting’
below. To produce this report, you would need to have access to PEAK and FSR (using your TfS user).
As PEAK Reporting is used to keep track of the trend of PEAKs, when there is a sudden increase or decrease of PEAKs,
do a little drill down to enable better understanding of why it has happened. Run a query on PEAK for what area you
would like to drill down.
There are 3 main spreadsheets to help produce this report. The spreadsheet titled ‘PEAK Weekly Totals’ contains
historical data to help with trend analysis. The spreadsheet titled ‘16-06-2016’ is a spreadsheet created weekly that
contains data extracted for the PEAK report of that week. The spreadsheet titled ‘TfS Totals’ is a template to help
produce the report for the TfS section of the PEAK Report.
PEAK TiS Totals.xls PEAK weekly 16-06-2016.xisx
Reporting.docx totals.xisx
1.1.9 Out of Hours Duty Manager Handover
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The detail for completing this has been extracted from the Problem & Major Incident Work Instructions
SVM/SDM/WKI/2399, I have included this in this handover as this is a short daily task you may be required to do at
the end of the working day.
Prior to End of Day the day time POA Duty Manager will send an e-mail to the Out Of Hours POA Duty Manager.
1. Log onto Managed Service Change (MSC) system at”
2. On accessing the MSC system select SEARCH from the tool bar at the top of the screen
3. Select ADVANCED SEARCH under the Search Pages.... Tab
4. In the Top Left ‘Text Field’ select Client Ensure the Contains button is selected and Post Office is inserted in the
text box.
5. On the first Date Filed row select Implementation Start Ensure the Between button is selected and type today’s
date dd/mm/yy in the first field and tomorrows date dd/mm/vyy in the second field for the MSCs which will start
implementation overnight.
To check for over weekend changes, i.e., on a Friday, use the same process but put Monday’s date in the second text
field.
6. Press the Search button
A table of changes will be displayed.
7. Select the ‘Click button to export to Excel’ button
8. When Excel opens, save the spreadsheet with an appropriate name e.g., MSCs POA 29-30 06 15 into an
appropriate folder in your work area.
Use the Duty Manager Call-out Rota instructions above to ascertain the POA OOH Duty Manager for that day.
9. From your Outlook Account create a new e-mail. This is normally sent around 17:15 Monday to Thursday and
16:45 on a Friday.
10. Title the e-mail along the lines of ‘DM Handover’.
11. The detail normally consists of two focused areas:
From a search on the MSC Database the attached were listed as starting implementation overnight (or over the
weekend — as applicable), between Day & Month and Day & Month (as per the dates above.)
Detail any High Priority Incidents or significant issues, or provide a statement similar to - I’m unaware of any
significant issues to handover.
12. Ensure the e-mail is addressed to the OOH POA Duty Manager as detailed in the rota and copy it to the POA
DutyManager mailbox.
13. Don’t forget to attach the list of MSCs created above and then send the e-mail.
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1.1.10 7 Day Service slide
By EOB Friday you need to send out a set of slides with a snapshot view of service during the last week. These include
figures on incidents raised/closed, completed MSCs, updates to KELs, planned changes etc. (FSC-Forward Schedule of
Change).
is is retrieved from FSR*
TfS calls raised and TfS calls closed.
Click on Report (top), navigate to Inicident ( left handside), choose FSROO3 Incidents Work In Progress. The Tenant is
POA, Primary Group — Day, then Report Period —Use dates (last Saturday — Friday).
Report: FSROO3 — IncibeNT Work In Procress FUJITSU
Incident Work In Progress
I @ Parameters I @ Report
Chait, Table =
POA + > POA, POA Fujitsu, POA Horizon, POA Polsap ~
Day .
Use Dates , ogt2018 Bo 12012018 =
View Report
The report then returns all Open and Closed figures.
2. Live PEAKs opened and Live PEAKs closed- this is taken from Peak report produced weekly by the Problem
and Major Incident IP. Contact Fatima Ahmed to get the current volumes.
3. Incidents escalated to the day time duty manager -this is gathered from the virtual whiteboard (VWB) and
the scan of the DM mailbox.
4. Incidents escalated to the OOH duty manager- refer to the OOH handover emails that are sent through.
5. KELs updated/created - this information is gathered from John Simpkins (weekly mail with KEL updates -
attached).
6. MSC completed- this is retrieved from the MSC system. Choose Client - Post Office, Implementation start -
between and fill out dates (from Saturday till Saturday); example for Friday 12" January 2018 would be:
O contains @ exacth
if Post Office
© Doesn't contain
Ocontains @ Exactly
®@ Doesn't contain
implementation Start v
The closed/cancelled box needs to be unticked.
7. Incidents caused by change - gathered from the VWB and it will be any rows highlighted yellow.
8. Problem records opened or closed in the last week. For this information talk to the problem controller or a
member of the problem team.
2 If you have no access, contact Sandie Botick. Username & password are the same as in TIS.
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9. Incidents where resilience has worked per design — contained in the VWB. For resilience from year to date
filter all the incidents from the beginning of the financial year.
10. Escalation topics — for this talk to Steve Gardiner/ Tony Wicks / Steve Bansal and discuss any ongoing issues
from the week. Alternatively, this can be found in POA DM mailbox.
11. 3rd party issues — for this information look through the VWB and the duty manager mailbox looking for
incidents that were caused by an issue in external domain.
12. FSC (Forward Schedule of Change) — this is an excel file with a brief list of changes. You access the file via this
link:
l Irrelevant, i
Forward schedule needs to run run from the following Monday to Sunday. Copy the bit of the table that is needed
(Activity — Service Impact columns) and paste into the slide:
StartDateTime _. EndDateTime Service Impact 7
If you cannot access the link, email Lorraine. Elliott
. and ask for the FSC for the coming week to be
sent.
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1.2 Major Incident Reports
Asa Major Incident manager, your highest priority role is to manage live service, even more so when there is a high
priority incident that can have a potential service impact. In the event of a Major Incident, you alongside the rest of
the team will be expected to drop whatever you are doing to manage the issue in the most effective way.
There are a variety of ways and reasons for Major Incidents which you may be involved in, but an important role for
the IP is to assist with the documentation that follows. In the event of a Major Incident, we have 24 hours to produce
a first draft report to ATOS who provide the detail to Post Office Ltd., detailing the Major Incident, from a specific
timeline of events to the root cause and resolution actions taken. The Major Incident Procedure document is useful
to flick through and gain an understanding SVD/SDM/PRO/0001.
When producing the Major Incident Report, you will be assisted by the Duty Manager who was running with the
incident, who will provide you with a detailed timeline of events, including calls that were made and resolution steps
taken by the individual teams. With this information you will do the typing of the first draft using the account
template SVM/SDM/INR/2693.
Once you have completed the report, you will review with the relevant parties, e.g. Duty Manager involved and
Steve Bansal, before sending the report to Steve Bansal. From this point Steve will make final edits and send to the
customer. Your main job is to type up the report and make sure all detail is recorded, Steve will make the decision to
remove any unnecessary detail.
1.3 Post Incident Reviews
Following a Major Incident, we will normally hold a Post Incident Review (PIR) internally. This is so all parties
involved can discuss the incident, run through the timeline and make sure everyone agrees on the events. In doing
so, the aim is to build a view of lessons to be learnt and generate actions to fulfil this in an attempt to avoid any
repeat occurrence of the incident.
Your role:
1. Set up the PIR, sending invites to all people involved in the incident (ask the Duty Manager if you’re unsure who
needs to be involved)
2. Take the minutes throughout the PIR. The minutes will consist of a walkthrough of the incident, including a
number of observations. An observation is a point where there could be improvement, or a question is asked as to
why it was handled in that way etc.
3. Your opportunity to ask any questions or suggest ways of improving a process to minimise the likelihood of a
repeated mistake.
4. Observations made will be tied to actions. Either no further action is required, i.e. the answer is given in the PIR
and there is nothing more that can be done OR an action will be generated in accordance to the observation made.
5. Run through the observations and actions at the end of the PIR to ensure all parties are content.
6. After the PIR, you will need to spend some time tidying up the minutes taken, removing points that aren’t needed
and generating actions etc.
7. Once you are happy with the document and have reviewed with Tony and the Duty Manager then you need to
upload the first draft to Dimensions and distribute to all Ived fe iew. You can do this by emailing the
document to PostOfficeAccountDocumentManagementi....
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1.4 Major Incident Report Tracker
Asa result of Major Incidents and Post Incident Reviews, the Business & Application Services Team have a tracker to
view number of actions created and are with Fujitsu. You will be responsible for maintaining and updating this
tracker. This spreadsheet is part of BAS Communication Cell which is for our team meeting on Monday’s. To access
-this soreadsheet ea .to _
Irrelevant
and select ‘MIR Tracker with Macro’. Check out the document and add the MIR/PIR as necessary.
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In this spreadsheet, you would need to fill in the details according to the Major Incident Report or Post Incident
Review Report. By looking at the MIR/PIR, you will be able to fill in the columns H and J to N. For Columns G and I,
speak to Tony Wicks to obtain the dates when these documents were sent out. As a PIR is an internal report, this
does not get sent to Atos/POL.
FE 7 Ctok Id need + Di 1 On Di i ick RO, theleft hand side of th:
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i Sino Cate 6) POAShaepaet G)TMDMepte B)OuceST G)TADLESenee Dak MSC-Manage See Ch. @) Omen eat (Q)POK (SI Wena
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IWOVEEIE 18012016 psaaric_APPROVALPOSTNGDENTREPORT. ESCALATION OF PAN MANAGER IDENT WTOC uBR FUL +
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1.5 Notify PRO
This is an ad hoc task as to when an incident occurs (ie: if HORIce is showing red for one of the service). You may be
required to send out a message to Post Office Limited or to Tower Leads.
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HSD IMT Alert Systom
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Banking as theres 35% fare of LINK ransactons cist LINK temporary unavalable. Al other transactions ar going through as pes
2 seo to woble phone and for emal cpients onthe POLandPOA’mufimeda dstibutin Sst
fg ete:
a PO a Lv Sa rane
An example of a text message is as above. You should already have an email from the MAC team detailing your log in
details to allow you to access Notify PRO.
Check with Tony Wicks before sending out the message. The two groups we normally send out to is **POL** which
includes external individuals and **TOWER** which is internal only.
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1.6 CP CT Tracker
As part of the Communication Cell for the BAS Weekly Team Meeting, you will also be responsible for updating the
CP CT Tracker. This is a spreadsheet that is used to keep track of the number of days allocated/impacted by the BAS
team for a certain Change Proposal (CP). You will not be providing any impacts as this is done my other indivi
across the team. To access this spreadsheet, go to! Irrelevant
select CP CT Tracker.
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Check out the document and add the impacts and CPs accordingly. As this task is correlated to the CP Impacting
Meeting on Tuesdays, you can update the spreadsheet after every meeting to ensure the CP’s and impacts are up to
date. Details for columns A to E are found in the CP itself. To obtain the CP, go to the BAS SDM Mailbox and open up
the email with the CP you are looking for. These CP’s are usually sent by
PostOfficeAccountCustomerServicel GRO).
Only CP’s titled ‘Urgent’ are added to your spreadsheet. This task is related to the CP Impacting ( See 6. CP Impacting
Meeting of this document) and Customer Service (See 8. Customer Service of this document).
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1.7 HORIce
HORIce is the screen on the right, showing a number of our live services and their running status. Here is a summary
of the status colours the screen may show:
Green — Service is running ok
Red — Critical alert, failures within Fujitsu domain
Amber — Failure alerts in the external domain - less of an issue for Fujitsu, but needs monitoring and managing in the
appropriate way with ATOS Service Desk to liaise with 3 party who are seeing high failure counts
Purple — Service is reporting behind schedule - this is a simple call up to the SSC if it prolongs to ensure it is running
ok
Blue — Service is harvesting data - this usually only lasts around 30 to 60 seconds and is just updating the latest
status, again, if this prolongs, simple call up to the SSC
Grey — Not Running - HORIce is not running data for the service, if this prolongs for longer than a minute or so then
call SSC and ask to investigate.
For when a service is showing as RED, this is the most critical alert for us as it indicates there are failures that can
potentially be service impacting as a result of errors within our domain.
When any service shows critical, first this to do is voice MAC team and ask them to raise an incident and pass call to
relevant teams. Speak to Tony Wicks / Steve Gardiner to see where the calls should be routed to. Number for MAC
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1.8 Tech Bridge
When there is a major incident or an incident of high priority, you may be required to join a Technical Bridge. This is
an internal call between Fujitsu Post Office Account service lines in order to discuss an incident and move to
resolution as promptly as possible. This is an urgent call, so if you are required to join, then this becomes your
greatest priority.
Your main role within a Tech Bridge is to take the minutes and record everything discussed as it may be of use ina
following report e.g. Major Incident Report. This call can become very technical so while it is important to try and
understand what is going on, it is vital that you capture all details and in particular the times at which updates are
given. This level is detail is crucial if a report is needed for the customer.
Details of joining the Tech Bridge will be provided as and when necessary as they may be subject to change, however
the general joining details for the Tech Bridge are:
Diali, i Participant ID is 38461819#. If you are needed to chair the Tech Bridge, the Chairperson ID is 92796518#.
There is also a Service Bridge, which is for external use, so third party clients can join the bridge if it is a cross domain
issue and needs urgent resolution.
Again, details for joining the Service Bridge may be subject to change, however the general joining details are:
Dial
articipant ID is 36081855# the Chairperson ID is 57863059#.
1.9 Virtual Whiteboard Incident Input
Part of the teams working way is to include all incidents of necessary priority into our team Virtual Whiteboard. This
is a yearly Excel spreadsheet with a monthly breakdown of each incident of note.
Incidents that we input into the Whiteboard are mainly Major Incidents/P1s (Priority 1 in TfS), those that have been
shared with ATOS Service Desk, incidents caused by change and in general those that have taken a fair amount of
effort to resolve.
When placing an incident into the Whiteboard, the main information that is required from the call is the date and
time of the incident, incident summary, Fujitsu and ATOS (if available) call references, impact and root cause.
You can find the Virtual Whiteboard at the bottom of this page:
Irrelevant
If you are unsure whether or not to place an incident into the Whiteboard then discuss with one of the team.
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1.10 Yearly Problem Review
Once a year, Problem Management produce a Problem Review for the previous years’ problem records. Detailed
instruction on how to complete this can be found in SVM/SDM/PRO/0025 the POA Problem Management Procedure.
The review is made up of two phases. First, you need to undergo analysis of each problem record opened and/or
closed in that year. These are broken down into three categories:
Type 1— Problems in Fujitsu domain or further analysis is required.
Type 2 — Administration Closures, e.g., the problem record was raised in error against the incorrect resolver group.
Type 3 — Underlying issue was found to have originated in a third party domain.
See below the 2015 Problem Review as a reference for how to complete the following years review.
2015 - Problem
Records Review - 0.2
The second phase consists of organising a meeting with the relevant people involved in the ‘Fujitsu domain’ problem
records, to discuss if anything further can be done or if anything can be learnt.
All of the above is covered in more detail in document SVM/SDM/WKI/2399 Problem & Major Incident Management
Team Work Instructions. This handover document is for use as a basic guide.
2. Finance
2.1 BAS Monthly SST Breakdown
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Once a month, you are required to produce a Breakdown of the figures in BAS Profit and Loss Statement. At the
beginning of the month, Martin Cornell will send you an Excel Spreadsheet detailing the P&L for the financial year.
mos :
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» [esHne Nov bee
2, PBL Detall by Month (€0008) Z
oo [Revenue 36
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> I Totatnenwrks Traaing 2
ay I Totaleas tracing 209
I Te trading Total °
4) 49 I Toulmiseustracing a
a) 5. I TouraNs Hosting Taaing 1
= I DEF Trading Total ‘
3 I_traaing omer PY
co I_Totat internat Trang charges / Recoveries a7
‘5, [Trotmtomer charges ana Recoveries rom HO 2
cx [rarster to 60s (66)
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9 Lrotatbeaacoune 3
Sinmany Pat _/ SSF Deaifebi6 I SST Oma ani I SST Deal Mans
Open Excel file: BAS Service Delivery 2016 > Copy the new month column in Martin’s spreadsheet > Paste the detail
in tab ‘P&L’ > Create a new tab and name it ‘SST Detail MM YY’ > Copy the format from the Spreadsheet in the month
before in SST Detail MM(-1) YY > Paste data in tab created.
Now that we have the template in place, we can start applying the figures in.
Open Excel file from Martin > Click tab P&L > Copy figure for ‘Total BAS Trading SST only’ of that Month. To locate
this figure, expand ‘Total BAS Trading’ and it will show as below
Say, I Totateas tracing 2a
a2 I Total Bas Trading Sst ony 2a
45 I Total BAS Trading - Not SST
ae I Total BAS Trading 626
> Paste in ‘Total BAS Trading SST ONLY’ in tab created earlier.
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2 £
3
4 BAS SST- Application Senices 141,813
E Unreconciled Difference 5 0
] 6 Total BAS Trading SST ONLY 141,813
=] 20 Total MIS EUS Trading - SST ONLY 42,468
21
+] 23 DEF Trading Total 310
24
fe] 42 Trading Other 74a4
43
44 TPG Trading Total 7
45
46 Total MIS Hosting Trading 528
47
48 Total Internal Trading Charges / Recoveries 192,598
For Total MIS EUS Trading — SST Only, DEF Trading Total, Trading Other, TPG Trading Total and Total MIS Hosting
Trading, copy the figures like we have done for the BAS Trading SST Only.
On the left side of these tables, you see + and — signs. These will expand each column and you will be able to provide
the breakdown in this area.
Now that you have the end figures in place, you would need to download the General Ledger and the SST report to
perform a breakdown of these figures. To do this, go to EMEIA Connect Homepage > On drop down menu ‘For
Employees’, select ‘Full Employee Services list’ > Select ‘informationDirect’ > Select ‘My Reports’ > Select ‘GL’ > Select
90206, Actuals > Select ‘Export All GL Transactions (GL110 Report)’ for the month you would require > A new tab will
open up and then you should save this in your work area.
Go back to the informationDirect page and select ‘Export All SST Transactions’ for the month you would require. A
new tab will open and then you should save this in your work area.
Now that we have the data required, open the GL you have just downloaded and copy all data. Go to BAS Service
Delivery Excel Spreadsheet, under tab ‘GL’, paste data in here. In the SST Transactions downloaded, in tab ‘GL SST
Debit (Prj) Details’ copy details to BAS Service Delivery tab, ‘Debit’. Do the same for tab ‘Credit’.
Total MIS EUS Trading SST Only
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These details are extracted from Debit SST details. MIS EUS Trading is usually not found in Credit SST details. Go to
the Pivot table on tab ‘Debit Pivot’. For filter ‘Recoverable’, select Recoverable. For filter ‘GL Debiting CC’, select All.
For ‘OL3 Name’ select all MIS codes only excluding MIS HT and ‘GL Debiting Nominal’ select 7438, 7443, 7413.
Recoverable Recoverable 7
GL Debiting CC (All) x
OL3 Name (Multiple Items) +
GL Debiting Nominal (Multiple Items) *
Copy the 2 columns that are produced pe RNa onto the tab ‘SST
_~ Sum of Full Amount
Detail MM YY’ and paste it under the Blandford, Christopher (C.) 6720 drop down of Total
MIS EUS Trading. Bower. David (D.A) 8090.08
Elliott, Derek (D.A) 1010.5
Guy, James (JR) 3487.5
Blandford, Christopher (C.) Hennings, Graham (G'S) 220275 6720
Bower, David (DA) Jones, Mary Anne (M.) 2980 8090.08
Elliott, Derek (D.A) Kotwal, Snel (S.) 67.52 1010.5
Guy, James (J.R) Leahy, Trevor (T.J) 2666 3487.5
Jennings, Graham {G.S) Pavis, Andy (J.A) 4226.9. 2202.75
Jones, Mary Anne <M) Welch, Michael (M.J) 4187.7. 2980
Kotwal, Snel (5) Wodhams, Ray (R.) 6829.25 7.52
Leahy, Trevor (T.J) Grand Toial 42468.2 2566
Pavis, Andy (J.A) ran -& 4226.9
Welch, Michael (M.J) 4187.7
Wodhams, Ray (R.) 6829.25
Total MIS EUS Trading - SST ONLY 42,468
DEF Trading Total.
To extract these details, do the same as you have done for ‘Total MIS EUS Trading SST Only’. This time, go to the Pivot
table on tab ‘Debit Pivot’. For filter ‘Recoverable’, select Recoverable. For filter ‘GL Debiting CC’, select All. For ‘OL3
Name’ select all DNS codes only and ‘GL Debiting Nominal’ select code 7522. Copy these 2 columns into the drop
down menu on your ‘SST Details MM YY’ Tab.
Trading Other
To extract these details, go to the GL Pivot tab. Under ‘Nominal’ select all Code 7000’s. Under ‘Row Labels’, select
Labour Recoveries, Trading: Travel and Trading: Overtime. Copy these 2 columns into the drop down menu on your
‘SST Details MM YY’ Tab.
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Nominal (Multiple Items) -¥)
Row Labels -¥ Sum of Value
= LABOUR RECOVERIES 3862.87
N/A consolidated to project / task 3978
Auto Capping108233 -26.72
Auto Capping108381 21.73
Auto Capping108238 57.14
Auto Capping108296 9.54
= Trading: Travel 1632.06
Mr Andrew Beardmore:UK519582:Accom_BSI 191.33
Mr Andrew Beardmore:UK519582:Accom_Evening_Meal: 36.75
Mr Andrew Beardmore:UK519582:Mileage: 99.82
Mr Andrew Thomas:UK549186:Taxi:Taxi 64
Mr Andrew Thomas:UK549186:Train: 166.2
Mr Christopher Blandford:UK094824:Mileage: 147.73
Mr John Pavis:UK532285:Mileage: 22.13
Mr Christopher Bailey:UK059586:Station_Parking: 3
Mr Christopher Bailey:UK059586:Train: 121.6
Mr Christopher Bailey:UK059586: Mileage 1324
Mr lain Macleod Janssens:UK059620:Visa_Costs:KWIKPICTUREFRAMING 4.99
Mr Torstein Godeseth:UK012158:Parking:South West Trains 45
Mr Andrew Beardmore:UK519582:Tolls:M6 Toll Midland Express Limitd 458
Mr Andrew Beardmore:UK519582:Tolls:M6 Toll Midland Express Limited 458
Mr Andrew Beardmore:UK519582:Tolls:M6 Toll Midiand Express Ltd 9.16
Mr Andrew Thomas:UK549186:Parking:NCP_ 10
Mr Philip Moss:UK089962:Parking:British Rail 10.2
Mr Andrew Beardmore:UK519582:Evening_Meal:Blues SmokeHouse Bracknell 22.54
Mr Philip Moss:UK089962:Train: 22.6
Mr Torstein Godeseth:UK012158:Train: 174
Mr Garry Hewitson:UK094883:Train: 89.1
Mr Garry Hewitson:UK094883:Mileage: 77 68
Mr Torstein Godeseth:UK012158:Mileage: 54.59
Mr lain Macleod Janssens-UK059620:Visa_Costs:High Commission of India 175.68
Grand Total $494.93
TPG Trading Total
For this section, you would not need to provide the breakdown as the figure is quite small. To obtain the figure, go to
the GL Pivot tab. Under ‘Nominal’ select all Code 7000’s. Under ‘Row Labels’, select TPG. Copy the figure and paste it
in your ‘SST Details MM YY’ Tab.
Total MIS Hosting Trading
For this section, you would not need to provide the breakdown as the figure is quite small. Go to ‘Debit Pivot’ tab.
For filter ‘Recoverable’, select Recoverable. For filter ‘GL Debiting CC’, select All. For ‘OL3 Name’ select all codes that
begin with MISHT* only and ‘GL Debiting Nominal’ select code 7432.
Copy the figure and paste it in your ‘SST Details MM YY’ Tab.
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If MISHT is not found in the Debit Pivot tab, Go to the GL tab and put a filter on ‘Nominal Description’ and select all
MIS Hosting SSTs. Under the column ‘Value’, highlight to show the sum and copy this figure into the report.
Total Networks Trading
To extract these details, go to the tab GL tab and put a filter on ‘Nominal Description’ and select all ‘Networks’ and
‘NT Trading Adhoc’. Under the column ‘Value’, highlight to show the sum and copy this figure into the report.
BAS Trading SST Only
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As this is the main focus of the breakdown, it will be presented in a separate area on the spreadsheet.
50 BAS SST- Application Services Detail
51
52
53
54
55 Anamaila, Venu (V.)
56 ‘Anderson, Magnus (M.W)
I. 97 ‘Arain, Tariq (T.)
I > $8 Aujla, Amarvr (A.)
I. 59 Bailey, Chris (C.R)
60 Bansal, Steve (S.)
I. 6 Barclay, Adrian (AP)
» 62 Bames, Gerald (GJ)
63 Beardmore, Andy (A)
64 Betteley, Julia (J.R)
65 Bhandari, Akeel (A.)
66 Bhogireddy, Shanmukha Vijaya Kum (S.)
67 Blandford, Christopher (C.)
68 Bower, David (D.A)
69 Boardman, Phil (P.K)
70 Brindley, Susan (S.)
ea) Budworth, John (JH)
2 Carter, Rick (RP)
3 Capon, Bary (6)
4 Canniffe, Tim (T.)
75 Crayson, Paul (P.G)
76 Challa, Praveen (P.)
7 Cochrane, Eddie (0.)
78 Cooper, sill (.E)
79 Crow, Nick (N.)
I 80 Dhage, Vinod (v.)
I. 84 Dolton, Tony (AB)
I» 82 Dugdale, Simon (S.J)
I 3 Elliott, Derek (D.A)
I. 8a Evans, Steve (S.A)
85 Gardiner, Stephen (S.)
86 Gibson, Andrew (AR)
87 Goddard, Steve (SD)
88 Godeseth, Torstein (T.O)
89 Gurumurthy, Chethan (C.K)
30 Gurung, Jubita (J.)
A Guy, James (J.R)
92 Harley, Ken (KJ)
I» 93 Hickman, John (J.E)
94 Holmes, Alan (A.A)
Debits
164
4.691
2.531
4.964
6,984 ”
4617
494
3,924
995
5,030
4.609
4,024
5,051
1,980
228
1,033
1,742
38
6512"
1,891 7
364
754
5.273
3,412
1.557
10,380
1,404
195
156
4.673
Credits
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These details are extracted from both Debit and Credit SST details. To do this, go to the Pivot table on tab ‘Debit
Pivot’. For filter ‘Recoverable’, select Recoverable. For filter ‘GL Debiting CC’, select All. For ‘OL3 Name’ select all BAS
codes only and ‘GL Debiting Nominal’ select 7446. Copy the 2 columns that are produced onto the tab ‘SST Detail
MM YY’.
Do the same for Credit. Ensure that the total for both Debit and Credit in ‘SST Detail MM YY’ are the same with the
figures in both Pivot tables.
When you’ve completed the task, ensure your Pivot tables are left to show the BAS details only as this is extracted by
a formula into the ‘SST Details MM YY’ Tab.
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2.2 BAS SST Cost Centre 90206
When requested by Steve Bansal, you would be required to produce a breakdown of the amount (£) charged towards
an SST code for the week. To get an accurate reflection of the SST, perform this task every Tuesday as the figures
from the previous week is normally uploaded on Monday. To do this task, go to EMEIA Connect Homepage > On drop
down menu ‘For Employees’, select ‘Full Employee Services list’ > Select ‘informationDirect’ > Select ‘My Reports’ >
Select ‘GL’ > Select 90206, Actuals > Select ‘Export All SST Transactions’ for the month you would require > A new tab
will open up and then you should save this in your work area.
Open the spreadsheet you've just saved > select all data > copy to a new Excel Workbook > Insert Pivot
Table
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To create the pivot table, on the right side, you will see an area PivotTable Fields. Drag and drop ‘Full Name’ into
‘Rows’, ‘Timesheet Weekending’ into ‘Columns’ and ‘ADJ Amount (0 for non-recov)’ into ‘Values’.
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9 alley, Chris (CA) Caleta Hou Rate
10 Bansal, steve.) fb Ancurt
11 Barclay, Adrian (A.P)
12 Barnes, Gerald (6)
13 Beardmore, Andy (&.)
14 Bhandari, Akeel (A)
15 Blandford, Christopher (C.)
16 Boardman, Phil (Pk) 5
17 Bower, David (0.4)
18 Braisher, Paul (.)
19 Brindley, Susan (5.
20 Brown, Alister(A.)
21 Budworth, John (.4)
22 Capon, Barry (8)
23 halla, Praveen (.)
24 Cooper, sill (3.6)
25. Crow, Nick(N.)
25 Ohage, Vinod (v.)
27 Dolton, Tony (A.8)
28 Dugdale, Simon (S.J)
29 Elliott, Derek (0.A)
30 Evans, Steve (S.A)
31. Gardiner, Stephen (S.)
32 Gibson, Andrew (A.R)
3 Goddard, Steve (5.0)
Godeseth, Torstein (.0}
GGurumurthy, Chethan (C.K)
6 Gurung, subita (2)
37 Marley, Ken (kK)
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The default setting is for ‘ADJ Amount’ to show as a Count. You would need to change this by clicking the arrow next
to it and selecting ‘Value Field Settings’. Change this to Sum.
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MAO oO Ts
Co en
POTIARLE OOS
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PAGELAVOUT. FORMULAS DATA REVIEW MEW ADDINS ANALYZE. EGA
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10 Bansal, Steve (S.) _ ot. Full Amount
‘11 Barclay, Adnan (A.P)
12 Barnes, Gerald (6.1)
13 Beardmore, Andy (A)
‘14 Bhandari, Akeel (A.)
15 Blandford, Christopher (C.)
16 Boardman, Phil (P.K)
17 Bower, David (D.A)
18 Bratsher, Pavl(P.)
18 Brindley, Susan(S.)
20 Brown, Alister (A.)
21 Budworth, John (4)
22 Capon, Barry (B.)
23 Challa, Praveen (P.)
24 Cooper, si (.€)
25 Crow, Nick (N.}
'Dhage, Vinod {v.)
Dolton, Tony (A.B)
‘Dugdale, Simon (S.J)
Elliott, Derek (DA)
Evans, Steve (SA)
31 Gardiner, Stephen (S,)
32 Gibson, Andrew (A.R}
33 Goddard, Steve (S.0)
34 Godeseth, Torsten (7.0)
35 Gurumurthy; Chethan (C.K)
36 Gurung, Jubita (J)
37 Harley, Ken (3)
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Once this is completed, select ‘Column Labels’ as circled and select the weeks required for the report.
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3. Horizon Production Service Dashboard
This dashboard is produced for Pete Thompson, showing a number of Key Performance Indicators (KPIs). This is
mainly made up by asking the relevant teams to produce graphs for you to include in the dashboard, all of which
they are aware of. This is produced as and when Pete asks for it, usually once a month. See example below:
1?
Horizon Production
Service Performance
3.1 External Dashboard Slides
Slide 0
- Branch and Counter Availability SLT graph — Data is updated in Excel file ‘Availability 3 month summary
graph.’ — Contact Mark Jones for Availability SLT LDT Model. Update the graph in the file and make it a6
months view.
- Major Incidents — Data is updated in file ‘Graphs’ under tab ‘Major Incidents’ — Speak to Tony Wicks to
check if any major incidents have been raised. Make it a 6 months view.
- SLA Performance — Data is updated in file ‘Graphs’ — Contact Mark Jones for the SLA’s of that month.
Include the new figures into the data and make the graph a 12 month view.
- Problem Management — Update the data on the slide itself — Look at the last Weekly Report for the
month and make sure it coincides with what is on the graph. Again, check with Tony Wicks that the data
reported is accurate.
Slide 1
- Patch Management — Data is updated in Excel file ‘Patching KPI 16’ — Request Patch Management data
from Jason Muir. Once he has send you the spreadsheet, look at the left column for (MM YY). Copy this
data into the spreadsheet and update the graph accordingly. Adjust the graph to show a 12 month view.
- Total no of ARQs queried — Data is updated in Excel file ‘ARQ KPI 15’ — Request from Jason Muir the
spreadsheet for ARQ queried. Once he has sent you the spreadsheet, look at the left column for (MM
YY). Copy this data into the spreadsheet mentioned above and update the graph accordingly. Adjust the
graph to show a 12 month view.
- Security Patches — Request this table from Jason Muir. Adjust the table to fit the slide.
Slide 2
- PCI Risks. Contact Darren Gaile for an update of this slide.
Slide 3
- OBC Count of Errors (21’s) — Data is updated in Excel file ‘OBC Count of Errors’ — Sandie Bothick will
provide the data (look at ‘Number of OBC 21’s’ on the table). Show as 6 months view.
- Cost on OBC Service — Data is updated in Excel file ‘Cost of OBC Services’ — As per the previous graph,
Sandie Bothick will provide the data. In the file she sends through, look at the tab ‘Cost’ and copy this
month’s data into your spreadsheet ‘Cost on OBC Services’. Show as data in a 6 months view.
- OBC Changes v OBC 21’s — Data is provided in Sandie Bothick’s graph. Just copy over the graph she has
provided.
- MSC Analysis — Data is found in V Drive > 003 MSC> MSC Reports > 2016 > MSC RAG 2016 > Graph — The
graph will show the data for the entire year. Edit the graph to show only until the month you are
reporting as the other months are still blank. Copy the graph into the PowerPoint Slide.
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Slide 4
- Branches with No Online Services. Contact Sandie Bothick and she will provide you with the latest
version.
Slide 5
- Ref Data Statistics — data is updated in Excel file ‘Ref Data Stats’ — To obtain this data, go to HORice > live
query > Ref Data Services > Change year to 2016. Look at the column of the month you want and copy
the figure on the last row. Adjust the graph to show a 12 month view.
- Ref Data Variable Cost — Data is updated in Excel file ‘Ref Data Stats’ under tab ‘Cost’ — Every month a CP
for these charges are produced. Speak to Ken Westfield to obtain the CP for that month. Copy the figures
form the CP into your spreadsheet and adjust data to show 12 months view.
- BC Test Schedule — copy the data for the month from SharePoint and adjust size to fit the space. - POA
SharePoint > Operations > On the left panel, under Libraries, click BCP > Business Continuity — Test
Management > Business Continuity Test Planner 2016.
- Open Service Review Action Against Target — data is updated in Excel file ‘Open SMR Actions & AP-ADC
Script Incidents’ — To update this, data is found in SMR Minutes (from the SMR Pack) or ask Gary
Blackburn (Atos) for it. Alternatively, you can ask Steve Bansal as he may have them. — Open the SMR
minutes and copy the SMR open actions into an excel spreadsheet. Apply filter according to the owner*
and target of completion. If there are more than 1 action owner, include them in both counts (ie: Gary
Blackburn/Sandie Bothick would count 1 for Atos and 1 for Fujitsu)
*To identify if owners are Fujitsu, Atos or POL representatives, look at the beginning of the minutes of
the meeting.
Slide 6
- CSAT Scores — data is updated in Excel file ‘CSAT Scores’ — Ask Pete Thompson for the data. Update the
graph accordingly to show 4 quarters of data
- Average Customer feedback per Category - data is updated in Excel file ‘CSAT scores’ — Ask Pete
Thompson for the data. Update the graph accordingly to show 4 quarters of data.
Slide 7
- Forward Schedule of Change — This slide is provided by Julia Betteley. If she is not available, you can go
to POA SharePoint > Operations > Release Management > Customer Facing Forward Schedule of Change.
In the spreadsheet, look for the month of that you’re reporting on.
Slide 8
- Branch Transaction Volumes — Contact John Simpkins or Mark Wright regarding this slide.
Slide 9
- Average Trading Branches — Contact John Simpkins or Mark Wright regarding this slide.
Slide 10 to 11
- Continuous Service Improvements — Check with Steve Bansal if there are updates for this.
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Slide 12 to 14
- Risks — Contact Yannis Symvoulidis for this slide.
Slide 15
- Programme Key — Contact Ewan Hill for this slide.
Slide 16
- HDCR Release 14 and 15 Live Dates — Contact Alan Flack for this slide.
3.2 Internal Dashboard Slides
Slide 0
- Total PEAKs — This is extracted from the PEAK Report you generate. See 1.1.6.2 PEAK Reporting of this
document.
- Live PEAKs — This is extracted from the PEAK Report you generate. See 1.1.6.2 PEAK Reporting of this
document.
- Total Open TfS calls — This is extracted from the PEAK Report you generate. See 1.1.6.2 PEAK Reporting
of this document.
- Ref Data Statistics — This graph is the same graph in the External Dashboard on slide 5.
Slide 1
- CSAT Scores — This graph is the same graph as from External Dashboard on slide 6.
- Problem Management — This table is the same table on External Dashboard on slide 0.
- Branch and Counter Availability SLT — This graph is the same graph as from External Dashboard on slide
0.
- Service Focus Areas — The data is updated on the slide itself - Request from Pete what the new figures
are.
- SLA Performance — This graph is the same graph as from External Dashboard on slide 0.
Slide 2
- Transaction Volumes Against Contracted Volume — This graph is updated in file: Transaction Volume 2.
To obtain this data go to Drive (U: ) > Capacity Management Report > Capacity Report MM YY of the
month you’re reporting for.
- Patch Management - This graph is the same graph as from External Dashboard on slide 1.
- Total no. of ARQs queried — This graph is the same graph as from External Dashboard on slide 1.
- MSC Analysis — This is the same graph as from External Dashboard on slide 5.
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Slide 3
- Risk Register — Request from Yannis Symvoulidis for data of this.
- Top RISKS-Probability, Impact & Value - Request data from Yannis Symvoulidis.
- Service — Request from Mark Jones.
Slide 4
- (T1818 Fujitsu Service Support Call off — data is updated in file: CTs. tab: .CT1818 — Request from Steve
Bansal the latest information. Update the data in the excel file, keep in mind the formulas in place. When
a new row is inserted, make sure to check that the formula for ‘Total Value’ is accurate.
- CT1839A - Fujitsu Service POLSAP Incident Routing — data is update in file:CT’s tab:CT1839A. — Request
from Steve Bansal the latest information. Update the data in the excel file, keep in mind the formulas in
place. When a new row is inserted, make sure to check that the formula for ‘Total Value’ is accurate.
gi
KPI HNGx Dashboard.zip
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4. Service Level Targets (SLTs)
4.1 Data Centre SLTs
Every month, you and Yannis Symvoulidis are responsible to enter SLTs into a spreadsheet as this will feed into MJ’s
monthly report. To perform this task, you would need to have access to HORIce. Any issues regarding HORIce, send
an email to POAHORICE! I or speak to John Simpkins in SSC up on the 6" Floor. Attached below is a set
of work instructions on how to perform the task. Contact Yannis Symvoulidis for any queries.
i)
DC Ops Work
Instructions.docx
The SLTs are recorded in an excel spreadsheet that can be found on RMG_BU_Business_Support (U: ) Drive > Service
Review Book > SLT charts > Data Centre Operations Service.
4.2 POLSAP SLTs
Every month, you and Yannis will also be responsible for the SLT input for POLSAP. As POLSAP currently do not have a
requirement for SLTs, these are still recorded in a specific area for audit purposes. At the beginning of each month,
you will receive an email from Sandeep Bhamare which will contain 2 spreadsheets. The example of the email is as
below:
hamare, Sande
Update Monthly SUT data for POLSAP - May 2016
1008 (SLT. 95% TARGET)
10086 (SUT: 200% TARGEN)
Once you've received this email, you can start recording the SLTs in the correct area. Some of the SLT’s feed into the
Data Centre SLTs. Go to RMG_BU_Business_Support (U: ) Drive > Service Review Book > SLT charts > Data Centre
Operations Service. The details in this email will fill in SLTs 5 to SLT 8 on this spreadsheet.
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oe Y
a ome mise FORMULAS DATA Ns Nig
woe fe ae i) Comma fo Cunency
oice SUP Pane /TPS Monthly Ota /HRSAP_CFPO 8 HRSAP_SPSO
‘WoRlce SUP Pana TPS Monthly Data CRD PSP fo svpamert stg epatng fom POLSAP tam)
‘64 daly GLE tes. a orang, x0 calculate % as tang day Sed by days month
ETL tei teat nthe batch, repo agaist i ate eso)
eo eS
For SLT 5, refer to the part of the email detailing :- Horizon On-line transactions received and logged in the Data
Centre between 19:00hrs and 18:59hrs daily will be available in data files in the Credence and POLSAP File Shares
and subsystems by 03:00 the day following the cut off.
For SLT 7, refer to the part of the email detailing :- Transactions received in the data files in the POLSAP File Share by
03:00 shall be loaded into configured POLSAP by 07:30 the same day.
For SLT 8, refer to the part of the email detailing :- Transactions received in the data files in the POLSAP File Share by
03:00 shall be loaded into configured POLSAP by 10:00 the same day
For SLT 6, if SLT 7 and 8 are 100%, this would automatically be 0 however, if it is less than 100% contact POLSAP
Management (Paul Mailey) to determine the failures per SLT Calendar Year.
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na Y
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As for the POLSAP Services SLTs, go to RMG_BU_Business_Support (U: ) Drive > Service Review Book > SLT charts >
Archive > POLSAP Services. Based on the details in Sandeep’s email, enter them accordingly into the table.
For SLT 1, refer to the part of the email detailing :- Availability - POLSAP production system was available all the
time and there was no ‘unplanned’ outage for system
For SLT 2, refer to the part of the email detailing :- Maximum downtime — There was no single ‘unplanned’ outage on
any single occasion where service was unavailable for user for more than 10 hours in a month
For SLT 3, refer to the part of the email detailing :- Completion Time for Overnight Run of the batch schedule (07:30)
As for SLT number 4, this would need to be calculated. In the email, you will find 2 attachments. Open the file named
‘Raw Data Monitoring’. Go to the tab titled ‘Transaction Monitoring seconds’ and copy from column A to K. Go back
to the POLSAP Services SLT Table and select tab ‘monthly calc jan-dec 16’ and click cell A1 and insert your copy here.
Copy over the formula from cell S9 into cell H9 as per the below screenshot.
maser
Pe tre a
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5. Service Management Review (SMR) Pack
On the 3 Thursday of the month, an SMR meeting would take place. Prior to the meeting, you would need to pull
together data from different individuals. In preparation of the SMR, there will be 2 sets of pack that would need to
be sent out.
TIMETABLE OF EVENTS
Key Dates:-
DAY X (+2) = Publication of the minutes from the previous Service Management Review
DAY X = Day of Service Management Review
DAY X (-3) = Publication of the Service Management Pack
DAY X (-5) = Send a note to FUJTISU action owners of open actions from minutes
DAY X (-10) = Ask for Hot Topics to add to the agenda (PT, AK, SB (Fujitsu) IT, IH (Atos)
3" Working Day of Month = Publication of ‘POL Changes’ — Ken Westfield
7 Working Day of Month = Publication of Availability Report — Jan Ambrose
10" Working Day of Month = Publication of Service Review Book (SRB) — Mark Jones
12" Working Day of Month = Publication of Service Dashboard — Mark Jones
Other Items:-
Quarterly — Publication of CSAT Scorecard and Weighted Scores — Handed Over (Pete Thompson)
Service Improvement Schedule — As requested — Dan Wicks
ack 1 (MM
Attachment 1— Agenda
Attachment 2 — Scorecard (Defunct)
Attachment 3 — Service Review Book (MJ)
Attachment 4 — Service Dashboard (MJ)
Attachment 5 — Minutes from last meeting (Gary Blackburn, Atos)
Attachment 6 — SIP Summary (Defunct)
Attachment 7 — POL Changes (Ken Westfield)
Attachment 8 — Availability Report (MJ)
Attachment 9 — Quarterly Scorecard
Attachment 10 - Top 5 Risks (Yannis Symvoulidis)
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Building pack 2 (MM YY — Fujitsu POA Service Review Pack)
All the attachments in Pack 1 is to be included in pack 2.
1. POLSAP (Paul Mailey).
2. Online Services (Tony Wicks)
3. BNS/CNS (Roger Stearn)
4. Business Continuity (Almizan Khan)
5. MAC (Sandie Bothick)
6. OBC (Chris Harrison)
7. Release Review (Nina Brickell)
8. Changes Report (Nina Brickell)
Distribution of pack 1
lan Thomas‘:
Pete Thompson. CC in Steve Bansal and Bcc Gavin Bell.
Mayzip
Click on the icon on the right to see an example SMR pack which is sent as a .zip file
HAN Dera cm
Pease ind attached the pack or May Service Review
ion wie anagem
Above is an example of the email sent and the distribution list.
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Distribution of pack 2.
Gary Blackburn (Gary.Blackburnt , Babu Palathoti (Babu.Palathotif”
Cc: Pete Thompson, Steve Bansal and individuals who contributed to details in pack.
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twee XK AAS Sm _ om Pe Bi Rested
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ete Reply Reply Forward @ Move Mak. Categorize Folow
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& se Fi more- BReply Mele _'F Create New PEP Actos” Ugeed Ups Select»
ete Respond qucesteps Move aot ating zoe «
ay 2016 Futsu POA Semice Review Fac MB)
Please find attached the pack for May Service Review. The Service Review willbe held on the 16th of June (Thursday). A separate invite containing dain detals willbe sent out to indWviduals required to
attend.
‘Thank you.
Kind regards,
Jolene Ngu
Proton & aor ineient Management
Business AApolcaton Seraces
© Fujitsu named as
Responsible Business
of the Year
Fugtai proud to pater wih Acton for Chiseen
GIO: Gita ntaigence forme CIO. Fuss online resource for CT leaders
Sponsors tthe 2016 Rugby Wors Cup
Ah rncecenier te enna ours end pt bi mat?
May 2016 - Fujitsu
POA Service Review
5.1 Scorecard Weighting Factor
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Each quarter you will be required to apply a weighting factor to the scoring received by the customer, below is a
guide to completing this:
1. Open the weighting factor table
CSAT Weighted
score.xlsx
2. You will only be updating the ‘Applied Weight’ and ‘Score’ column, leave the other columns as they are, the
calculations will be applied automatically.
3. Update the ‘Score’ column with the CSAT scores received from the customer (these will usually be sent to you by
Pete Thompson)
4. For the services that have not received a score, change the ‘Applied Weight’ column to 0 and leave the ‘Score’ field
blank.
Do not put a 0 in the ‘Score’ field as this will give a poor average calculation.
5. If a service has received a score, then the ‘Applied Weight’ field for that service should reflect the number in the
‘Weight’ column. E.g. If Online — POLSAP received a score, the ‘Applied Weight’ should be 2. If it did not received a
score, the applied weight should be changed to 0.
6. The CMT, Engineering and HSD service scores will usually be found in the Comments field of the CSAT scorecard
for End User Services. (The average of the three scores makes up the End User Services score)
7. The ‘Score’ total give you the Overall Operational Service score, and the ‘Weighting Score’ total give you the
Weighted Measure. Update the scorecard to reflect these figures.
I have left some figures in the table as a completed example and highlighted the two columns that need editing.
5.2 POLSAP Slides for the SMR Pack
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This task is correlated to the SLT input you enter monthly. (See section 4.2 POLSAP SLTs of this document) One of the
slides included in the SMR Pack is the POLSAP Slides which is mainly prepared by Paul Mailey. After you’ve received
the slides, there is 1 slide on the deck that you would need to provide for. This will be the slide titled POLSAP SLT. To.
obtain this data, go to U Drive > Service Review Book > SLT Charts > Archived > POLSAP Services. This will provide you
with part of the data required.
mace 7
18 These targets wile hay have
20 Description
[POCA Serie vata rng ach
Copy all SLTs on this spreadsheet and paste them in a new workbook. Then go to U Drive > Service Review Book > SLT
Charts > Data Centre Operations Service. Copy the SLTs from 3 to 8 and paste it in the workbook you created. This
would be the complete data you would need for the slide. Click on the icon below for an example of a complete slide
BAS POLSAP SR May
Slide 2016 pptx
deck. Speak to Yannis Symvoulidis is you require assistance on this.
oe
Hoftce St? Pane PS Monty Dat HRSAP_CFPO R HRSAP_ SPO
oc Si a1 yn CRO A Po an sina wring POLSAP no
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6. CP Impacting Meeting
Every Tuesday at 2pm, you will be required to hold a CP Impacting meeting. The purpose of this meeting is to allow
attendees to determine their impacts towards a particular Change Proposal (CP). Your role in this meeting as the
facilitator is to set up the call and ensure that the owners of the CP’s presented are available to present the CP. Every
Monday, you will receive an email from Ken Westfield that will contain a spreadsheet identifying the CP’s that will be
going to PCCB that week (Thursday). These will be the CP’s that would need to be presented in your CP Impacting
Meeting.
Reply &Q Reply All & Forward GSIM
Mon 23/05/2016 08:30.
Westfield, Ken
_{ Potential CP's for Presentation to PCCB Thursday 26th May 2016 (11:00)
To Mi ibbett, Dave; Ml Jenkins, Gareth; SM Young, Jim (PSPM); Ml Jones, Tim
Post Office Account Customer Service; Ml Membery, Bil; ll Janssens, Iain; ll Terran, Keith me, Pete;
ce CSPOA Secu # POA Programme O' di RMGA ChM CPCommunication; ® Capon, Bari Hogan, Katy;
Bikemp, Alex; Ml Bansal, Steve (BRAO1); Ml Nou, Jolene
@ This message was sent with High importance. A
‘© Message fa PCB Potential 26052016.x1s (39 KB)
Action Items + Get more apps
Uear Agaressees, =
Please see the attached list of CPs, which can
2016
to PCCB on Thursday 26" May
sir “not, (and where not an indication of what is currently
happening with it and when it will be ready for presentation),
‘Those indicated with a red asterisk have changed status or been updated since the last PCCB. I
Those with a blue asterisk are new to PCCB.
if you have any queries please contact Change Management who will endeavour to assist.
Your prompt responses would be appreciated to allow early pack production.
Regards
Ken Westfield MBCS
Commercial Change Manager
Business & Application Services
Fujitsu
After you have determined the CP’s that need to be discussed, send an email to the CP owner asking if they will be
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able to attend the meeting to present their CP.
CER RoSotany eww RerONwEE Rooemnm esa
‘erent ngnaantg ore i sprain FT pup ing iy nna cn pi pt Iho Tay Ma ee
ane
After receiving confirmation of who will be able to attend to present the CP(s), send out an invite to the usual Dlist
and add the presenters as well. Attach the CPs that will be presented. Don’t forget to include a Skype Dial in detail
for attendees outside of BRAO1. Aim to send out the invite on Monday to allow attendees time to prepare.
The Dlist for this meeting is Yannis Symvoulidis, Steve Parker, Alan Flack, Jerry Acton, Dave Haywood, Stephen
Godfrey, Andrew Hemingway, Catherine Obeng, POA BAS SDM, Rajaramana Ravula (SMC), Changdev Pawashe
(SMC), Almizan Khan (SMC), Omkar Rangam (SMC), Rajaram Kuppuramaseshan (SMC) + presenters.
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7. Credence Report
Once a month, Yannis Symvoulidis would request from you a list of incidents related to Credence in the month
before. To produce this report, go to the Virtual WhiteBoard on SharePoint. Select the tab based on the month you
would like the data to be extracted from. Do a search for the keyword ‘Credence’ or ‘POLMI’. Filter the table with
only these incidents showing and copy them to a new Excel Spreadsheet.
Major I ServiceI Root vn
Date Detription tisret I aros nc ret Mejor I Servee I Root Comments
“is dae lo eal aa foe
Node Summary Last Occurence Count
Tmisplytem
Liaise
osouaors I Montotnarepatedenicalaons I asroeiaze I veeseos I 6 SYSMGT WAN POLM LonDskSpace_C{S
0 one TRSCAN(Disk_Name, *.")= 1 AND
WMLOGCLOSK =1 AND Disk Nameo"F
AND %_Used>=90 ) ON
Primary LMIPMIAOO2 NT ON G
lame™G: % Used=$0 1004/2016
212522 16
Obareved below eal ae
(Disk
Lwipmiaoo2
‘SYSMGT_WIN_POLMI_LowDiskSpace_Cl(S
TRSCAN(Oisk_ Name, "")= 1. AND
WTLOGCLDSK =1 AND Disk Name<>"F:
‘AND %_Used>=90.) ON
Primary-LMIPMIA002:NT ON G:
(Disk_Name=G: %_Used=90 }} 20/04/2016
10:19:52 1G:
anenne Monitoring reported critical alets I 12183229 I 18913627/
showinglow disk space for CGI ‘atzi96023 I 1eats208 IIP" Received the below minor alert from
‘LMIPMIAO02 on 21/04/2016 20:08:52
Event text
‘LMIPMaiAg02
ISYSMGT_WIN_POLMI_LowDiskSpace_WI(S
TRSCAN(Disk Name, "")= 1 AND
WTLOGCLDSK =1 AND Disk Namec>"F:"
‘AND %_Used>=80 ) ON
Primary LMIPMIA002 NT ON G:
(Disk Name=G: %_Used=89 ) 21/04/2016
20:04
Ensure the Headings of the columns are copied as well. Once copied to a new Excel spreadsheet, remove columns ;
Start Time, End Time and Closed.
Copy this table and paste it in an email to Yannis. Please see below for example of email.
add
Credence and
POLMI incidents for
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8. Customer Service
In case you are ever asked to provide working cover for Jean Woolley, the Operations Service Controller for the
account, the below documents should be a good starting point, but discuss the process in detail with Jean before the
cover is needed.
8.1 CP Database
The CP database can be found by going to My Computer > Map Network Drive > Drive drop down: ‘V’ > Folder:
Europemuk097\RMG_ BU Cust Serv > Finish
This will open the folder in a new window. Go to ‘All Change Proposal FORMS&Documents’ > CPDatabase > CP
Database (Microsoft Access file)
Ask Jean for access to the Cust_Serv folder.
8.2 Adding Impacts to Dimensions
One of the tasks you'll be required to do is add CP impacts into Dimensions to send to Change Management as and
when they come through into the Customer Service mailbox. Ask Jean to grant you access to this mailbox.
8.3 Sending Out a New CP
The other main task you'll need to do is send out a new CP as and when they come into the Customer Service
mailbox from Change Management. You then forward these on to the D-Lists provided by Jean. Ask Jean to share
these with you.
The document below covers the work instructions on performing tasks 7.2 and 7.3:
CP Impacting
Process V2.docx
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9. Software Licensing
This is an ad-hoc task you may be required to carry out for various people on the account.
One of the tasks you will be performing is maintaining license renewals for BAS. The Excel spreadsheet can be found
Irrelevant
9.1 Purchase Orders
When you receive a request for a license to be renewed, you would need to raise a Purchase Order. The steps to
raise a Purchase Order are listed in the instructions below.
Purchase
Order.docx
Once the renewal has been raised, put the details in the Excel spreadsheet and save the purchase order form you
have just created as well as the quote from TPG into a folder on SharePoint.
In the BAS Licenses Tracker Excel Spreadsheet, you will see a few tabs. Go to the tab according to when the license
renewed will expire. For example, when a Purchase Order shows an end date of 31% March 2017 it would be placed
in tab ‘Renewal Reminder 16-17’. These renewal periods are based on the financial year, so it will run from April to
March. To fill in the Excel Spreadsheet with details, follow the steps below.
File Name: Insert name of Folder that you have saved it on SharePoint. *make sure this is accurate as the hyperlink
will be based on this information.
Req number: Fill this in once you have the confirmation email that is sent to the owner
Renewal Quote Ref: Fill this in once you have the confirmation email that is sent to the owner
Quote ref number: Fill this in once you have the confirmation email that is sent to the owner
Supplier: Fill this in with the PDF file name that you have saved on SharePoint.
Item: Copy details from ‘Justification’ in Purchase Order form
Description: Copy details from PDF description
CCN/CT: If this Purchase Order is related to a CP, insert the CP details in here.
Project No: As stated on PO
Cost Centre: As stated on PO
Task No: As stated on PO
Start Date: As stated on PO
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Stop Date: As stated on PO
Quantity: As stated on PO
Price: As stated on PO
VAT: As stated on PO
Price+VAT: There is a formula in this cell so it will be filled in once you enter details in ‘Price’ and ‘VAT’
Owner: State the name of the individual who requested for the license.
Area: As stated on PO
Comments: Insert any comments here.
Renewal Date: Detail the month and year of when the renewal was done.
Hyperlink: Copy the formula from the previous cell and enter here. Make sure the hyperlink is working. If it is not
working, check the File Name and Supplier details you have previously entered and make sure they match the
destination on SharePoint.
After entering the details in the spreadsheet, ensure that the previous renewal is highlighted in green.
10. How To
10.1 Create a Group Mailbox
1. Go to the below link for 7799 Self Service:
http://www.7799. fs.fujitsu.com/7799/links.asp?ref=servicetype&group=csi
2. Go to ‘New Group Mailbox’
3. Fill out the request for and click Submit.
10.2 Add/Remove Members to Group Mailbox
For all management of your Group Mailbox, go to:
http://www. itzone.fs.fujitsu.com/accounts,
Here you can add/remove members from mailboxes that you are an owner of.
10.3 Add a Group Mailbox to Outlook
B
. Open Outlook
N
Go to File > Info > Account Settings (dropdown) > Account Settings...
w
. Highlight your email account, then click ‘Change’
4. When the window opens, go to ‘More Settings’
w
. Go to the ‘Advanced’ tab
a
Pal
Once you’ve added the mailbox click OK, then Apply
bad
If you cannot see the mailbox straight away then restart Outlook and it should appear in the left column.
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From here you can add/remove a mailbox (make sure you have access to the mailbox to view the emails)
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10.4 Use Skype
10.4.1 Add Skype Meeting to your Outlook
In Outlook go to: File > Options > Add-Ins > Go > Click on Skype Meeting Add-in for Microsoft Office 2013 > Tick
the box > Click OK
10.4.2 Set up Skype Meeting
In Outlook, go to Calendar and select ‘New Skype Meeting’. This will automatically give you the conference joining
details so all you need to do is send the invites.
If you choose ‘New Meeting’, then later decide you want to add Lync conferencing, in the meeting appointment, click
“‘Lync Meeting’ and this will add the conference details.
10.4.3 Joining a Skype Meeting
When it’s time to join a Skype conference meeting, if you have a calendar reminder pop-up, you can join online by
selecting Join Online’ and you will join via the audio from your laptop, so you’ll need your headphones plugged in.
Joining via your laptop will allow you to view any screen sharing, or share your own screen.
You can join by phone by using the instruction on the meeting invite, dialling 79577 then typing the conference ID
when promoted to do so, followed by #
If you are the leader of this meeting, you will also be required to enter your PIN. This is your UK personnel number.
This can be changed by clicking ‘Forgot you dial-in PIN’ in the meeting invite.
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