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FUJ00120477
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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
Internal Distribution:
External Distribution:
POLSAP Hosting Service: Joint Working Document (Operational
Level Agreement)
Operational Level Agreement (OLA)
POLSAP.
Joint Working Document / Operational Level Agreement to support
the: POLSAP Hosting Service provided to Post Office by Fujitsu
Services.
APPROVED
Gaby Reynolds, SDM for Online Services
Michael Lewin, POLSAP SDM
Post Office Group Document Management & Reviewers
Post Office Limited
Security Risk YES
Assessment Confirmed
Approval Authorities:
Name Role ignature Date
Nana Parry BAS Tower Lead
Steve Beddoe Post Office Limited
Note: See Royal Mail Group Account HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for
guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Associated Docui
0.5 Abbreviations.
0.6 Glossary...
0.7 Changes Expected.
0.8 Accuracy.
0.9 Security Ris!
ssessmen
1 SERVICE SUMMARY.
1
-1_ POLSAP System.
1.1.1. Version of SAI
1.1.2. Other SAP Element
2 SERVICE DEFINITION...........
2.1 POL (and CSC) and FJS Divi
2.2 Key Fujitsu Service Respon:
2.3. Service Elements.
2.3.1 In scope for Fujitst
2.3.2 Not in Scope for Fujits:
2.3.3 In scope for CSC.....
2.3.4 Not in Scope for CSC..
2.4 POLSAP Platform Hostin:
2.5 Network Connectivity (WAN)
2.6 POLSAP Application Management
2.6.1 Managing the POLSAP Instances.
2.6.2 Remote Access........
3 SERVICE MANAGEMENT...........
3.1 Service Management Scope.
3.2. System Management Centr
3.3. Incident and Problem Management...
3.4. Change Management and Release Managemen 20
3.5 Configuration Management.
3.6 Service Level Management..
3.7 Charge:
3.8 Capacity Management
3.9 Business Continuity and D
3.10 Security Management..
3.11 Service Availability & Contact Lists.
3.12 Operating System.
3.13 Supporting and Cal
3.14 Service Dependencies and Assumptions...
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POST OFFICE RESPONSIBILITIES...
CONTROL MECHANISMS.
SLA’s..
The Core Support hours are as follow:
aan bf
bo
0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
0.4 01/07/10 New JWD to replace CS/SER/022. First draft for formal review.
02 14/07/10 Changes requested by POL
03 04/08/10 Changes requested by CSC
04 26/08/10 Changes requested by POL after review
05 07/09/10 Changes made to track all changes, before being issued for
review
06 13/09/10 Changes made to include all comments received before being
issued for approval, and document amended to become a
Service Description & a CCD
07 07/10/10 Updated to include the Severity ratings.
1.0 07/10/10 Issued for approval
2.0 04/11/2010 Reference number changed from SVM/SDM/SD/0872 and title
changed from POLSAP Hosting Service: Joint Working
Document (Operational Level Agreement),
24 06/08/2013 Updated to remove David Nicholson and ensure that TIS
priorities are amended to reflect current account changes
22 19/02/2014 Updated to include reviewers comments
3.0 06-Mar-2014 I Approved version
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0.3 Review Details
See POA Reviewers/Approvers Matrix (PGM/DCM/ION/0001) for guidance on completing the lists below. You may
include additional reviewers if necessary, but you should generally not exclude any of the mandatory reviewers
shown in the matrix for the document type you are authoring.
Review Comments by:
Review Comments to: Gaby Reynolds@ k Michael.Lewings”
Office Account Document Management
If preferred you can delete the following Mandatory and Optional reviewer tables and paste in the appropriate list
copied from POA Reviewers/Approvers Matrix (PGM/DCM/ION/0001)
& Post
Mandatory Review
Role Name
FS: SAP Support Team Manager Eveline Bunce
FS: Solution Design / Development Pete Jobson
FS: SSC & Ref Data Steve Parker
FS: ClISO Jason Clark
FS: Operational Security Kumudu Amaratunga
FS: Infrastructure Design Alex Kemp
FS: Business Continuity Satish Ramalingam
FS: Service Desk SDM Sandie Bothick
Role Name
FS: Operational Change/Release Management Alan Flack
FS: Problem & Incident SDM Steve Bansal
FS: Service Network ‘Andrew Hemingway
FS: Commercial Manager Sarah Guest/ Adrian McMahon Stone
FS: Testing Manager Mark Ascott
FS: SMC SMC DutyManager@i~ GRO
FS :Application Lead SDM Yannis Symvoulidis
(*) = Reviewers that returned comments
distribution list to a minimum
Position/Role Name
FS: Customer Requirements Business Analyst Steve Evans
FS: Delivery Executive - Post Office Account John Connelly
FS: Information Governance Bill Membery
FS: Tower Lead, EUS Leighton Machin
FS: Tower Lead, BAS. Nana Parry
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FS: CTO Torstein Godeseth
FS: Programme Manager Brian McCann
0.4 Associated Documents (Internal & External)
Reference Versi Date Title Sot
on
PGM/DCM/ION/0001 (DO RMG BU Document I Dimensions
NOT REMOVE) Reviewers/Approvers Role Matrix
PGM/DCM/TEM/0001 (DO. POA BU Generic Document Template Dimensions
NOT REMOVE)
Account Risk register
C-MP 1.2 Fujitsu Services Risk Management I Café VIK
Process
CS/PRO/110 POA Problem Management Database I PVCS
Procedures
DES/APP/HLD/0132 POLSAP Scheduling High Level Design I Dimensions
EA/IFS/003 AlS Branch Ledger Entry Interface — I Dimensions
Horizon to POL Finance Systems
Interface Specification
EA/IFS/028 Horizon to POL FS Interface Functional I Dimensions
Specification
PA/PRO/001 Change Control Process Dimensions
PGM/PAS/MAN/0004- Post Office Account Quality & I Dimensions
Compliance Framework
POLSAP/ARC/SOL/LLD/0001 POLSAP Archive Server Configuration I Dimensions
Low Level Design
POLSAP/ARC/SVS/ARC/0001 POLSAP Service Architecture Dimensions
POLSAP/DES/APP/HLD/0012 POLSAP Data Flows Dimensions
POLSAP/DES/APP/HLD/0132 POLSAP Scheduling HLD Dimensions
POLSAP/DES/APP/HLD/0746 POLSAP Batch Scheduling HLD Dimensions
POLSAP/DES/GEN/SPE/0002 POLSAP Technical Interface I Dimensions
Specification
POLSAP/DES/INF/HLD/0003 POLSAP High Level Design Dimensions
POLSAP/DES/PPS/HLD/0001 POL SAP Backup, Recovery, I Dimensions
Resilience, Availability and DR HLD
POLSAP/SES/APP/SCH/0747 POLSAP Batch Schedule information Dimensions
POLSAP/SVM/SDM/PRO/178 Operational Level Agreement for I Dimensions
8 POLSAP Application Support Services
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ference Title Sources
REQ/GEN/PRO/0007 DOORS Updating Processes and QC I Dimensions
info
Requirements & Acceptance
Requirements and Acceptance ‘I Café VIK
Risk register i IRRE LEVANT 7I SharePoint
RS/POL/003 Horizon Access Control Policy Fujitsu
SVM/SDM/OLA/0011 Operational Level Agreement for SAP I Fujitsu
Hosting Service
SVM/SDM/OLA/0015 Operational Level Agreement for Core I Fujitsu
division WINTEL & NT Near shore
SVM/SDM/OLA/0018 Operational Level Agreement for the I Fujitsu
‘System Management Centre Service
SVM/SDM/OLA/0872 POLSAP Service: Joint Working I Dimensions
Document
SVM/SDM/OLA/0874 Operational Level Agreement for I Fujitsu
POLSAP Application Support Services
SVM/SDM/POL/0005 Royal Mail Group Logical Access I Dimensions
Control Policy
SVM/SDM/PRO/0001 POA Customer Service Major Incident I Dimensions
Process
SVM/SDM/PRO/0018 POA Operations Incident Management I Dimensions
Procedure
SVM/SDM/PRO/0025 POA Problem Management Process Dimensions
SVM/SDM/PRO/0030 POA HNGX Release Management I Dimensions
Procedure
SVM/SDM/PRO/0761 HNG-X Release Management Process I Fujitsu
SVM/SDM/SD/0003 Data Centre Operations Service: I Dimensions
Service Description
SVM/SDM/SD/0004 Third line support service description _I Fujitsu
SVM/SDM/SD/0005 Forth line support service description I Fujitsu
SVM/SDM/SD/0007 Service Management Service: Service I Fujitsu
Description
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ference Versi Date Title Source
on
SVM/SDM/SD/2306 POLSAP Application Support Service: I Dimensions
Service Description
SVM/SEC/POL/0003 POA Information Security Policy Dimensions
SVM/SEC/PRO/0009 POA HNG-X Patch Management I Dimensions
Process
SVM/SEC/STD/0750 Security Governance Guidelines Fujitsu
Abbreviation
0.5 Abbreviations
Definition
Agreement The agreement between Post Office and Fujitsu Services dated 28 July 1999 (as amended, in
particular by CCN 1100)
BAPI Business Application Programming Interface (interface between 3° party
software and the SAP application)
COH Cash on Hand
cIP Cash in Pouches
CLE Cash Centre Ledger Entry
Configured POL FS
‘The POL FS application that is configured by PRISM from SAP, to meet the business needs of
Post Office. It includes all instances whether in live use, development or test
Development SAP System The platform used to host the SAP Software instance known as PLD, including PLD itself.
Fujitsu Fujitsu Services Ltd
\Doc Intermediate Document (is an SAP format for transferring the data for a business transaction
Msc Managed Service Change
RMGA CS Fujitsu Services Royal Mail Group Account Customer Services
RMGA SI Fujitsu Services Royal Mail Group Account Systems integration
POC Pouch Collection
POD Pouch Delivery
POL Post Office Ltd
POL FS Post Office Ltd Financial System
POL FS System
The technical infrastructure (forming part of the Horizon Service Infrastructure) employed by Fujitsu
in providing the POL FS Services including, without limitation, the SAP System, and the
‘communication links to, and equipment provided by Fujitsu at, Post Office Premises, to facilitate
access by POL FS Users to Configured POL FS.
POSD Post Office Service Desk
Post Office Post Office Ltd
PRISM An alliance of BT, CSC and Xansa, sub-contracting to Post Office Ltd for the configuration of
Configured POL FS
Production SAP System
The platform used to host the SAP Software instance known as PLP, including PLP itself.
QA
Quality assurance
QA\Test SAP System
The platform used to host the SAP Software instances known as PLQ, PLN, and PLE, including
PLQ, PLN, and PLE themselves.
SAP
A software based industry accounting system
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SAP Basis A software application providing a framework for the operation of the SAP System
SAP Front End The software apparent to and used by POL FS Users to access Configured POL FS. It is also
known as SAP Presentation Layer.
SAP Loading Applications SAP software, configured by PRISM, for use by Fujitsu in loading data from Horizon and SAPADS.
onto Configured POL FS.
SAP System The QA/Test SAP System, the Development SAP System and the Production SAP System
SAP ADS The SAP Advanced Distribution System
SMC Fujitsu Services Service Management Centre for dealing with issues raised by POL FS Users with
the PRISM helpdesk where such issues relate to the POL FS System but the cause of them is not
within Configured POL FS.
TS Triole for Service, the Fujitsu Call Management service
T™S Transaction Management Service
0.6 Glossary
Term
0.7 Changes Expected
Removal of CSC Service desk and replacement with ATOS
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Service Summary
Previously, POL operated two large SAP systems in separate data centres as separate instances, plus
several legacy systems in Cash Centres.
Since 2010, the POLSAP Service has provided a consolidated SAP environment on Blade Frame
infrastructure in the Fujitsu Post Office Ireland Data Centres to support business critical processes.
POLSAP
e Functionality that supports the financial settlement of transactions undertaken at the Post Office
counters and via direct sales channels additionally supports Supply Chain functions (mainly the
warehousing and movement of cash through the Post Office network and to external customers)
« ASAP 4.7 IS Retail System
« Implemented in 2010 (as part of the consolidation of SAP Ads and POL FS Systems)
e Hosted by Fujitsu in IRE11 and IRE19, with application and SAP Basis and XI support by Fujitsu
Approximately 900 (consolidated) Users
1.1 POLSAP System
POLSAP will follow the same landscape model as POL-FS, with four tiers:
v IIRE11 — Production (PLP)
v IIRE19 —- Development (PLD)
v_ IRE19 - Two QAS/Test environments (PLQ/PLE)PLQ for technical integration testing
PLE for Post Office testing and sign-off
Any new POLSAP functionality will be unit tested in Development (PLD), then migrated to Quality (PLQ)
for integration testing and on to Assurance (PLE) for User Acceptance testing. After sign-off the
functionality will be migrated to production (PLP).
Post Office acceptance test users will access the PLE environment from the Royal Mail SAP Enterprise
portal.
The POL SAP System Landscape Overview document (FS/ERP/SSL/0001) details the rationale behind
the four tier landscape
Figure 1 shows a high level view of the POLSAP Infrastructure and Infrastructure Services at the
implementation of Phase 1.
The production system is hosted in the IRE11 data centre. Development and QAS/Test are hosted in
IRE19, with that environment providing a production failover capability for POLSAP as part of the HNG-x
Disaster Recovery model.
The migration steps that led up to the convergence of POL-FS and SAPADS on a single platform are
described in a separate POLSAP Migration High Level Design (POLSAP/DES/MIG/HLD/0001).
Fujitsu are responsible for all POLSAP application and SAP Basis support for POLSAP.
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iRET9I
Bladerame 11
PoLsaPO]
es
LD)
POLSAPO]
OASiTest
(La. PLE)
Fojtsu Suppat and
Development Senos
==
—— ‘GSCIStora Support SS)
ous 9] and Development Sorvices
Prod
se et) \ aml)
Blacerame 10
I
POLSAPO] uN toocFreval
Pro
Figure 1 - POLSAP Technical Landscape
1.1.1. Version of SAP
POLSAP is based on SAP R3 IS Retail 4.7c extension set 110.
The R3 application consists of the SAP Database (also known as the SAP Host) that is at the core of the
business application and a number of Application Servers that take processing load away from the SAP
Host.
The Database Server controls all the majority of the SAP R3 processing activity and where batch jobs
are to be processed they are triggered (by Tivoli Workload Scheduler) on the Database Server, all other
jobs are triggered through Business Connector.
1.1.2 Other SAP Elements
SAP XI
SAP XI (Exchange Infrastructure) is SAP’s enterprise application integration software and facilitates the
exchange of information between the SAP application and external end points. XI supports a range of
connectivity methods, data formats, and communication protocols.
For POLSAP, SAP XI is a requirement to support processing of key POL-FS interfaces including the
Branch Ledger Entry data from HNG-x.
In a Disaster Recovery situation SAP XI services will continue to be required at the failover site.
SAP XI will also be used to process certain SAPADS interfaces as they are converged into POLSAP.
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SAP Business Connector (BC) - STERIA/CSC Supported
SAP Business Connector is a legacy mechanism (integration server) that sits outside SAP R3 and uses a
SAP adapter for BAP! and IDoc communication and processing.
For POLSAP R 1, the solution will have the capability of supporting SAP Business Connector interfaces.
In a Disaster Recovery situation SAP BC services will continue to be required at the failover site.
SAP Solution Manager
SAP Solution Manager is used to manage the complete POLSAP SAP environment (Production,
Development, QAS Test) for event management, technical support and monitoring.
In a Disaster Recovery situation the SAP Solution Manager Service will continue to be required at the
failover site.
SAP Archiving Solution
The long term POLSAP archiving requirements have been documented within the POLSAP Archiving
Strategy Document (FS/ERP/SAS/0001).
Please see the SAP Practice POLSAP OLA POLSAP/SVM/SDM/OLA/0874 for further details)
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2 Service Definition
2.1 POL (and CSC) and FJS Division of responsibilities
[ End User IT Changes ]
POL
(and CSC)
Database Servers and Databases and
Configuration Housekeeping bed 2
3
‘Application Servers and Database Server 2g
Configuration Software Techoicnl
Fujitsu Access Control Interfaces.
‘Authentication Role Management j
[ ‘Server Operating Systems ] §
{ Server Hardware lé 3
[ SAN L_=
Figure 2 POLSAP Responsibilities
The end users access to POLSAP is via the Royal Mail SAP E-Portal, which is part of the CSC
environment.
Fujitsu will however do the role management changes for POL as and when required. This has been
projected to be less than 5 requests per month.
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2.2 Key Fujitsu Service Responsibilities
Service Support Location Location Key Responsibility
Tower Group (Primary) (Secondary)
System SMC Systems 2° line support to POLSAP
Management Management service desk (18' Line
centre in India support to POLSAP users is
[24x7 Systems being provided by CSC) and
and Event Incident mgmt. TfS interface
Monitoring] to support groups. Manual
interface to FMS for
hardware break/fix.
Applications Fujitsu SAP 3rd and 4th line support.
Mgmt and
Support
Datacentre Fujitsu DataI IRE 11 Data I IRE 19 Data I DC Operations
Hosting centres Centre in I Centre in
Northern Ireland Northern
Ireland
Server and I Fujitsu ISD I IRE 11/19 Data I n/a Server and Storage
Storage Mgmt I Operations Centres in Operations
Northern Ireland
Network Mgmt I Fujitsu IS. LAN/WAN/Firewalls- 2nd &
3rd line incident support, plus
change and release
deployment
2.3 Service Elements
2.3.1. In scope for Fujitsu
The following elements are in scope for Fujitsu in the provision of the POLSAP service
« SAP Application development — any changes which are deemed of a significant size and or scope
or change of functionality will need to be subject to CR.
e Application interfaces development
e Functional testing
e Data Centre hosting
« Disaster Recovery
« Tiered SAP Environments to support live operation, development, and quality assurance testing
° SAP XI
e Platforms for Application Servers, Database Servers, SAP Solution Manager, Archiving
e Storage for Business Data and to support platform and service operation
« Systems Management for the hosted solution
e Hardware Break/fix for platforms and Data Centre network
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e Operating System and Database Management for the hosted solution
e Service Management
« System Management (SMC Only), Incident Management, Problem Management, Change
Management, Configuration Management, Release Management, Security Management.
e Ongoing Application Support, including SAP Basis and SAP XI Administration, Interfaces support
e Enabling end-user access via a resilient network connection to the Royal Mail network. (This link
will support Post Office on-line user access from the Royal Mail SAP Enterprise Portal).
« Enabling data exchange to end-point systems on the Royal Mail network
« Enabling data exchange to external end-point systems
« User Role Maintenance
2.3.2 Not in Scope for Fujitsu
The following elements are NOT in scope for Fujitsu in the provision of the POLSAP service
e End user IT (desktops, laptops, printers etc.)
e Provision and support of the Royal Mail SAP Enterprise Portal. The portal is provided by
CSC/Steria and is a dependency that POLSAP users have for successfully accessing the
POLSAP service.
e Environments for Post Office’s development, other than the shared development environment
« Any infrastructure specifically for integration with any mobile device including the sending of SMS.
text messages.
e SAP Internet Transaction Server (ITS). CSC are responsible for provision of the ITS service.
Fujitsu will need to work closely with CSC to ensure that ITS is properly integrated to the POLSAP.
service
« POLSAP SAP licence management and maintenance. POL is responsible for SAP licence
provision to Fujitsu to provide support for the POLSAP service.
2.3.3. In scope for CSC
The following elements are in scope for CSC in the provision of the POLSAP service
« Log and Management of calls
e Log calls, from RMG employees, and create an incident on Remedy SRT against the specified
application. Call logging will be carried out 24*7.
e Pass the call details to Fujitsu by logging an incident on the Triole system - 24*7
Contact Fujitsu Service Desk via phone in the event of a sev1 or sev 2 incident being identified
e Provide RMG with updates by using the Triole system to provide the most up to date information.
Chase calls to Fujitsu will only be made within core hours of 8-6 Monday to Friday unless a sev1
or 2 incident.
CSC to update the SRT record with information provided to them by Fujitsu and with any updates.
provided to Fujitsu. There is no automated interface between TfS and Remedy.
e Fujitsu to contact CSC helpdesk via E-mail / telephone or Triole to confirm call can be closed.
@ CSC to update and close the call.
© CSC to interface between several 3rd parties as necessary
@ CSC to inform Fujitsu of any CSC incidents that will impact Fujitsu either by email or other
specified mechanism and update SRT ticket accordingly
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e@ Managing Helpdesk knowledge scripts and incorporating agreed changes to knowledge scripts
2.3.4 Not in Scope for CSC
The following elements are NOT in scope for CSC in the provision of the POLSAP service
© Confirmation of call resolution with end user
Major Incident management
e@ Problem Management
@ Change Management
e@ SLA Management
@ SLA Reporting
@ Customer Satisfaction Survey
e Reporting
2.4 POLSAP Platform Hosting
This is covered by the POLSAP Hosting & Infrastructure SVM/SDM/SD/2191Network Connectivity
(WAN)
2.5 Network Connectivity (WAN)
Online end user access to production POLSAP is primarily through the CSC/Steria managed
presentation:
e The majority of on-line users access POLSAP via CSC/Steria hosted and managed SAP E-
Portals.
« There are a number of on-line users who access a Citrix server, hosted and managed by CSC,
and then use SAPGUI to access POLSAP.
All printing will be by one of two routes:
« Reports directed from POLSAP to a CSC hosted/managed File/Print Service, then on to specific
printers
« Browser-based display of reports by end-users, sent by users for printing on local CSC managed
printers
(Note Printing is not the responsibility of Fujitsu)
The majority of file transfer activity between POLSAP and Royal Mail systems will take place using the
File Transfer Management Service (FTMS). This is an existing service.
Fujitsu manages the WAN links to Ireland Data Centres, through the provision and support of required
Network circuits, routers, switches, firewalls and other associated hardware.
The interfaces for POLSAP are documented in the POLSAP Blueprint Document (FS/SG/SBP/0001),
taken from the Blueprint document summarises the interfaces deployed at POLSAP R1. Also see
EA/IFS/030 v6.6: Technical Interface Specification Impact Programme: POLFS S80 Technical Interface
Specifications
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POLSAP utilises the HNG-x data centre networking infrastructure and introduces no new network
components.
POLSAP is hosted in the HNG-x ‘Corporate / RMG Access” security domain, and will comply with all
security policies associated with systems deployed in that domain.
A network Low level Design has been produced for POLSAP (POLSAP/DEV/INF/LLD/0121).
2.6 POLSAP Application Management
This is covered by the POLSAP Applications Support Service: Service Description SVM/SDM/SD/2306
2.6.1 Managing the POLSAP Instances
SAP Solution Manager will manage the Production, Development, and QAS/Test environments.
SAP Solution Manager will be deployed for the monitoring and administration of the SAP landscape.
SAP Solution Manager will co-reside on a SAP XI Database pBlade and will monitor all SAP instances,
i.e. Solution Manager in IRE19 will monitor SAP Instances in IRE11 and IRE19.
The deployment model for Solution Manager is depicted at Figure 4 taken from the POLSAP High Level
Design
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Sol. Mor. I -{ TWoll }
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Figure 4 - Solution Manager Deployment Model
On-line access to the SAP Solution Manager GUI will be via authenticated connection to the HNG-X
Secure Access Server (SAS) service (Platform code: SSN).
SAP Solution Manager will be installed on one of the XI Database Blade Servers in IRE19 (with a
standby copy in IRE11).
2.6.2 Remote Access
To allow approved Fujitsu staff to gain administrative access to system consoles, Fujitsu uses “Secure
Access Servers (SSN)”. SAPGUI will be deployed to the SSN Servers.
Support users provide two forms of authentication to log on to the Secure Access Servers with Windows
Terminal Server client software loaded onto their PCs. Once they are logged on, they have access to a
pre-defined set of administrative tools, each of which has access through the firewall to a pre-defined set
of managed systems.
The standard set of management tools includes the SSH client, which allows recorded, command-line
access to any managed host, via an X-Windows client.
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3 Service Management
3.1. Service Management Scope
« Fujitsu has appointed a Service Delivery Manager for the POLSAP Services.
« The Service Delivery Manager responsibilities are defined in SVM/SDM/SD/0007 Service
Management Service: Service Description and include:
© monitoring service performance;
© ensuring management of the resolution of any issues that arise; and
o fepresenting Fujitsu at the POLSAP service review forum
The following Services will apply in relation to the POLSAP System and are covered in Service
Management:
System Management Centre
Incident and Problem Management
Change and Release Management
Configuration Management
Service Level Management
Capacity Management
Business Continuity and DR
Security Management
3.2 System Management Centre
Service Management Centre (SMC) will be the Fujitsu Services System Management operation, i.e.
SMC based in India. For the Service Management Centre operational level agreement see
SVM/SDM/OLA/0018.
Fujitsu has extended the existing FUS Service Management (SMC) to cover POLSAP Service. The
agents at the Fujitsu Service centre will receive training on the POLSAP Solution and how it underpins
Post Office® critical business processes, thus allowing them to empathise with callers, understand the
business impact of issues and provide an enhanced user experience.
The SMC Service Centre uses Fujitsu’s Service Management tool (TRIOLE for Services) which has
been designed and implemented to be in line with ITIL processes and adhere to the I1SO20000
standards.
SMC capability is available:
00:00 — 23:59, 7 days a week
The Service provides on all days of the year including all English Bank Holidays but excluding Christmas
Day. The Service Centre will accept calls from CSC on behalf of Post Office Limited internal
departments, and Post Office Clients (and calls from internal Fujitsu Services capability and support
units).
Post Office Limited Help Desk will provide 1st line Service Desk support functions to its end-user
population (This service is provided by CSC (Call Logging). Fujitsu’s SMC will provide 2" line support
and for 3rd line Incidents, these will be passed to Fujitsu support groups for action (e.g. incident/problem
resolution or implementation).
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The 1* line CSC service desk will be able to contact the FS Service Desk either by telephone or through
the Triole service.
CSC should log a call on the Triole system and pass the call through the SMC stack (POLSAP SMC.
stack) who will then triage the call and pass it on to the relevant SDU.
All Severity 1 and 2 calls must be accompanied by a telephone call (i.e. warm handover) rather than just
being passed over as these calls are more time sensitive and require an immediate response.
3.3 Incident and Problem Management
e Fujitsu is responsible for all POLSAP Application support.
« There will be a Fujitsu Services Duty Manager available for problem escalation 24 hours a day, 7
days a week.
e SMC support for scheduled batch activity will be available overnight, as well as during the working
day.
e For the Systems Management Service Description see SVM/SDM/SD/0006.
Incidents may arise relating to the POLSAP. Post Office will be responsible for ensuring that all incidents
reported by POLSAP Users are initially reported by telephone to the CSC helpdesk.
Incident management for POLSAP will be managed in accordance with the Incident Management
process as described in SVM/SDM/PRO/0001, SVM/SDM/PRO/0018 and SVM/SDM/PRO/0025.
The CSC service desk will log the incident on their call management system and carryout an initial
investigation on the incident root cause/resolution. If the incident is deemed to be within the
responsibilities of POL/CSC as defined in this document then they will manage that incident to closure.
Where the cause of such an incident is within POLSAP under the responsibilities of Fujitsu, the CSC
helpdesk will log the call in Triole and pass the call onto the POLSAP SMC stack. In doing so, the CSC
helpdesk will continue to manage the interface with the POLSAP User; when a resolution or update for
an incident is available, CSC will have visibility of the update and be able to pass that information to the
POLSAP User.
The SMC may also pass calls to the CSC helpdesk stack, for example, where the fault is determined to
be in the SAP Front End E Portal or where the fault is deemed to be outside the control of Fujitsu.
The SMC will route calls internally within Fujitsu as appropriate. Calls may be routed to:
a) the Fujitsu development or testing teams;
b) the Fujitsu POLSAP support team;
c) the Fujitsu hardware and operating system maintenance teams; or
d) the Fujitsu networking teams.
Calls may be logged by the CSC helpdesk with the SMC at any time. The SMC will be manned 24 hours
a day, 7 days a week, and offers a single point of contact for passing calls from and to the CSC
helpdesk.
Application support and support from system analysts required to resolve incidents will be available
during normal business hours of 08:00 to 18:00 Monday to Friday, excluding English bank holidays.
Outside such normal business hours, engineering support (other than in relation to SAP Basis) will be
provided in respect of calls categorised as ‘1’ and ‘2’ priority and these will be escalated by the SMC to
engineers providing cover on a call-out basis 24 hours a day, 7 days a week. Also have out of hours
cover from 0600 -— 0800 & 1800 — 2200 M-F and 0900 — 1700 Saturdays and bank holidays for
application incidents in the MM/LIS/WM functionality for ‘1’ and ‘2’ priority incidents.
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Major Incident Management for POLSAP will be managed in accordance with the Major Incident
Management process as described in SVM/SDM/PRO/0001.
Problem Management for POLSAP will be managed in accordance with the problem management
process (as described in SVM/SDM/PRO/0025). Fujitsu Service Management and POLSAP support
teams will proactively perform investigations into the root cause of incidents. All known problem actions
will be documented by the RMGA Service Support team and discussed at the monthly service review.
3.4 Change Management and Release Management
The Service Management Service is responsible for the Operational Change process to ensure urgent
operational changes to the POLSAP Service Infrastructure are implemented in a timely, accurate,
controlled and secure manner without any adverse effect on the availability of the POLSAP Services and
POLSAP Service Infrastructure, unless otherwise agreed between the Parties. As part of the Operational
Change process Fujitsu services may also raise a Managed Service Change (MSC) to facilitate the
change within Fujitsu support groups.
The Service Management Service will ensure that:
(a) no changes will be carried out without an approved MSC unless the change is to resolve
an Incident adversely affecting the POLSAP Services;
(b) changes relating to Incidents where the change has been implemented to resolve the
Incident without an approved MSC should be documented with a retrospective MSC;
(c) changes will not be carried out that affect the ability of POLSAP to serve users during
Post Office Core Day except by prior agreement with Post Office; and
(d) the change originator is responsible for ensuring that the change is completed in
accordance with ITIL service management best practice. Appropriate levels of
implementation, communication, regression and test planning must be completed.
The Operational Change process shall be carried out in the following manner:
(a) MSC’s may be raised by Post Office via the submission of a Change Request or by
Fujitsu Services.
(b) the MSC originator must clearly document:
e the reason for the change;
e the POLSAP Services or POLSAP Service Infrastructure platform requiring the
implementation of the change;
* — the timescale in which the approval and change should take place; and
* any known effect of the change on the provision of the POLSAP Services or
POLSAP Service Infrastructure;
(c) I MSCs will be entered into a central Service Management Service database and then
distributed to the appropriate Operational Services, Fujitsu Services' suppliers and Post
Office and where it has an impact or potential impact, to provide comments and
authorisation for the implementation of the change;
(d) if any of the authorising parties challenge or disagree with the content of the MSC and
therefore request withdrawal or deferral of the planned change, this will be managed by
the Service Management Service and the MSC will be re-issued following amendment
or the proposed change cancelled;
(e) where an MSC has been issued retrospectively, the MSC is distributed to the appropriate
Operational Services, Fujitsu Services’ suppliers and, if necessary, Post Office, for
advice and audit purposes only. In such circumstances, no MSC approval is required;
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(f) following the successful implementation of a change, the Service Management Service
will ensure the appropriate Operational Service arranges for the documentation relating
to procedure, process or design, to be updated to reflect the change.
3.5 Configuration Management
The Fujitsu Service Management Service is responsible for the administration, management and control
of all configuration management activities, within the POLSAP Service Infrastructure.
The Fujitsu Service Management Service shall be responsible for maintenance and management of
configuration management reports produced by Fujitsu and such reports shall be available to Post Office
upon request.
3.6 Service Level Management
A joint operational review forum will be established by service managers from all parties, to consider the
performance of the services against their targets.
Support for the Service should be available during the hours of service measurement i.e. 07:00-19:00
Mon-Fri (excl. English Bank Holidays). Any problems outside these hours will be handled by on-call staff.
The reporting schedule needs to be defined, but it is expected that this will fit in with existing Horizon
reporting. However it may be necessary to have periodic reviews with Post Office present.
For the Service Management Service Description see SVM/SDM/SD/0007.
3.7 Charges
The charges for this Service are laid out in Schedule D1 of the Agreement.
There maybe be times when an Ad-Hoc service charge will be applicable for Operational Change/
Functional Change see below.
3.8 Capacity Management
Business level Capacity Management will continue in line with the current POL-FS solution, but will
become more of a point of focus with the Capacity Management Service than POL-FS. Component
level Capacity Management on POLSAP will use the HNG-X solution. Metron Athene will be used to
capture CPU, Memory, I/O (disk and network), Oracle and process level data on all systems. This data
will then be collected by the HNG-X performance database and stored on it. Such data will then be
regularly analysed by the HNG-X Capacity Management Service to make sure there is sufficient
capacity, indicate any opportunities for consolidation, and will be crucial for diagnosis in the event of an
issue. Automated reporting will highlight any issues and thresholds that have been breached. In
addition to the standard data captured by Athene, various supplementary data will also be captured
including for Network (NNM), Storage (EMC Performance Manager) and BladeFrame. As well as helping
to understand the solution operation in more depth, this data will also be used to measure and manage
capacity of shared components that the POLSAP uses. Forecasting will include usage and projected
usage for the service.
3.9 Business Continuity and DR
e Fujitsu Services is responsible for maintaining business continuity arrangements for the Service
Management Service and sharing this information with Post Office as requested.
« Fujitsu Services and Post Office Business Continuity Managers will agree a plan of action in
accordance with the Major Business Continuity Incident Management Process (MBCI) as defined
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in the described in the Working Document entitled: “Major Incident Process”,
(SVM/SDM/PRO/0001).
3.10 Security Management
Fujitsu Services are, as per the RMG Account Information Security Policy (SVM/SEC/POL/0003),
responsible for implementing, managing and maintaining a security framework, based upon Post Office
Limited contracted security requirements, and in compliance with Governance and Compliance
standards in line with HNG-X. As part of this compliance there are a number of controls which have been
put into place which are managed in the STREAM system, please refer to PGM/PAS/MAN/0004 for
more details
As per adhoc requests, the POLSAP support teams will assist Post Office Ltd to provide evidence and
resources to meet its compliance obligations to both Fujitsu and its customers.
In August 2010 the Fujitsu Services RMG Account were positively recommended, by the British
Standards Institute, for formal registration to ISO27001. the scope being:
“The operation and maintenance of the Royal Mail Group Account (RMGA) on-shore and off-shore
services provided by Fujitsu to Post Office Ltd (POL) and incorporating the Horizon on Line Service and
POL Financial Systems (SAP and Management Information). In accordance with the Statement of
Applicability Version 8”
As per document SVM/SEC/STD/0750 — Fujitsu will follow guidelines set out in this document to ensure
it retains its BS! 15027001 accreditation.
3.11 Service Availability & Contact Lists
The SAP Production Service will be available to be logged onto by POLSAP Users 24x7 except by
agreement — section 6.1 of the Service Architecture document refers.
Maintenance Slots and Downtime need to be agreed with the customer one week prior to the requested
date.
There will be a Fujitsu Duty Manager available 24 hours a day, 7 days a week. The Fujitsu Duty Manager
will be available as a point of contact for Post Office in the event that a problem requires escalation.
Fujitsu Services POLSAP Service Management Contacts
Monday — Friday, 08:00 to 18:00 only.
Prime Contact Gaby Reynolds
Escalation
Post Office POLSAP Service Management Contacts
Monday — Friday, 08:30 to 18:00 only.
Prime Contact: Post Office Service Desk (24x’
pol.changecontrol@y ~~
Escalation: Baljit A Singh
3.12 Operating System
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Fujitsu Services will provide NT (Windows) & UNIX support for equipment hosted in the IRE11/19 Data
Centres. This will be provided by on-site cover for 08:00 to 18:00 and by call out, outside of these daily
hours.
Any Backups/ Maintenance work must be agreed prior to actioning via an MSC and can be planned for
any Sunday AM, within the calendar year.
3.13 Supporting and Calculating Service Level Performance
The availability of the service and support is covered in the POLSAP service architecture document. ref
POLSAPARCSVSARCO001
3.14 Service Dependencies and Assumptions
* CSC acts as a subcontractor to Post Office. As such, their responsibilities to deliver aspects of
the SAP end-to-end service are not managed by Fujitsu and are not part of the service delivered
by Fujitsu.
e There is no requirement for printing on special stationery so Fujitsu will provide no facilities for
this.
« Products known as SAP ITS and e-Portal will be used by CSC/STERIA and POL for the SAP
Front End.
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4
Post Office Responsibilities
In addition to any other responsibilities of Post Office specified in this document and those
responsibilities stated as not in scope for Fujitsu, Post Office will be responsible for:
Provision of everything necessary for POLSAP users to access POLSAP beyond that provided by
the Fujitsu Services and the POLSAP Service Infrastructure including, without limitation,
configuration of the SAP Front End;
Management of POLSAP Users and the definition and management of POLSAP User
maintenance at the portal front end.
Ensuring that POLSAP has the desired functional or business effect
Approving changes to POLSAP through the authorisation of Operational Change Process via
MSC’s or SAP Transports.
Training of new and existing POLSAP users on the POLSAP service.
Providing detailed requirements of any changes required to this service due to legislative or
standards which it is required to meet. In addition it will ensure that all appropriate rights of audit
are available for Fujitsu to maintain its ISO 27001 accreditation. It will also ensure that all audits it
requires are via a documented change control process with clear scopings and agreed payments
with Fujitsu
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5 Control Mechanisms
The contractual measures that apply to this service are described in document SVM/SDM/SD/0003,
This covers service availability (detailed below), service levels (detailed below), service definition,
incident prioritisation, service targets and limits and HSD / SMC performance reporting
In addition, internal measures may apply for specific productivity and service improvement activities.
5.1 SLA’s
In order to ensure that the POLSAP service meets the business expectations, a suite of SLA’s have
been agreed. The SLA's listed below are purely those for the service provided by Fujitsu Services,
dedicated to the POLSAP service.
SLA’s for connectivity and desktop services provided by CSC are RMG wide services and, as such, are
contained in RMG documentation.
For further details regarding POLSAP SLA’s please refer to SVM/SDM/SD/2306
5.2 The Core Support hours are as follows:
SEVERITY CORE SERVICE OUT OF HOURS SERVICE COMMENTS
WINDOW SUPPORT RESTORATION
Severity Normal Working e Application -Initial response The following functions
1 Hours: Standby on 20mins from SMC. are considered Priority
= Mon-Fri Call for A and an_ incident
08:00-18:00. MMI/LIS/WM -Action Plan or should be raised as
Priority A Workaround within 2. I such in the event of an
and B working hours outage:
incidents © Critical
only. -Fix time 6 working I Business Stopped,
hours Post Office unable
© Mon-Fri to process any
06:00hrs_ to -Additional 2 working business or central
08:00hrs hours if restoration system failure
and requires a hardware which will result in
18:00hrs_ to engineer or a number of Post
22:00hrs replacement part Office/Department
s being unable to
¢ Sat - 09:00- I - Incidents that have process work
17:00 been identified as Ie Complete loss of
requiring support application
Public bel Patsy oumce I” yeas
Coles the control of Fujitsu, I. een eu py
09:00-17:00 Wil Baneuiewed’ ae. Security Incident
part of the monthly
service review and, if
deemed to have
breached SLA, will
be subject to an
agreement to
remove them from
the failure log
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statistics following
the demonstration of
all action taken by
Fujitsu”
Severity Normal Working e Application -Initial Response The following functions
2 Hours: Standby on within 1 working hour I are considered Priority
© = Mon-Fri Call for from SMC B and an_ incident
08:00-18:00. MM/LIS/)WM -Action Plan or should be raised as
Priority A workaround within 4 I such in the event of an
and B working hours outage:
incidents -Fix time two working
only. days e = Major
: « Business
¢ = Mon-Fri restricted, a post
06:00hrs_ to office or
08:00hrs department is
and restricted in its
18:00hrs to ability to transact
22:00hrs business
e Loss of key
e Sat - 09:00- function of
17:00 application
e Public
Holidays
09:00-17:00
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Severity Normal Working e Application -Initial response The following functions
3 Hours: Standby on within one working are considered Priority
e¢ Mon-Fri Call for day C and an_ incident
08:00-18:00 MM/LIS/WM -Action Plan or should be raised as
Priority A workaround within such in the event of an
and B three working days outage:
incidents - fix time of six
only. working days - Medium
e = Mon-Fri - Non critical, Post
06:00hrs to office working
08:00hrs normally but with know
and disability e.g. work
18:00hrs to around provided.
22:00hrs
- Loss of non key
e Sat - 09:00- function
17:00
- Single user affecting
e Public incidents on key
Holidays function causing
09:00-17:00 business disruption
Severity Normal Working ¢ Application The following functions
4 Hours: Standby on -Initial response are considered Priority
© Mon-Fri Call for within 5 working days I D and an_ incident
08:00-18:00 MMILIS/WM - Action plan or should be raised as
Priority A workaround within 15 I such in the event of an
and B working days outage:
incidents - fix time of 28
only. working days - Low
© Mon-Fri - Single-user affecting
06:00hrs to incidents on non key
08:00hrs functionality
and
ens 2 - Non disruptive multi
users. affecting
incidents
e Sat - 09:00-
Meee -Service requests
ee - Non user affecting
elaaye incidents
09:00-17:00. ‘
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