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Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Contributors:
Internal Distribution:
Service Management Portal User Guide
User Guide
N/A
Provides a guide to the use of the Post Office Account web portal
DRAFT
Mik Peach
Mik Peach
Carl Marx, Dave Baldwin
External Distribution: Dave Hulbert (Post Office)
Approval Authorities:
Name Position Signature Date
Carl Marx CS Support Services Manager
Document History
Versi I Date
on
No.
Reason for Issue Associated
CP/PinICL
0.1 22/12/2005
First Draft
Review Details
Review Comments by :
Review Comments to :
Mandatory Review Authority Name
None
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Associated Documents
Reference Version Date Title Source
none
Abbreviations/Definitions
Abbreviation Definition
OBC Operational Business Change
OcP Operational Change Process — usually used to refer to an instance of a request for
an operational change
ssc Software Support Centre
SLT Service Level Target
Major Incident
An incident on the live estate which requires management focus from both Post
Office and Fujitsu
Resolution
That which provided a permanent fix for an incident
Workround
A temporary fix for an incident
Changes in this Version
Version
Changes
01
Initial draft
Changes Expected
Changes
None at this stage
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Document History............
Section 1 Document Overview.
Section 2 System overview...
Section 3 The Main Menu.
Section 4 The Management Monitor:
4.1 Alliance and Leicester NWB.
4.2 CAPO NWB.
4.3 Link NWB
4.4 NWB High Failure Count.
4.5 TES QA...
4.6 Debit Card.
4.11 Track and Trace..
4.12 Map of sites without comms.
4.12 VIP sites without comms..
4.13 Satellite sites without comm:
4.14 Checking the status of an individual
4.15 About the Monitor............
Section 5 Major Incident Management.
5.1 Show open incidents
5.2 Show all incidents.
5.3 Raise new MIR..
5.6 Update action.
5.7 Close incident
5.8 Show report...
6.4 SLT tracker.
6.4.1 Call to Resolutio:
6.4.2 DFD and LFS.
6.4.3 Engineering.
6.4.4 Network Bankin,
6.4.8 About SLTs.
6.5 SRB..
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6.6 SRB Dashboard.
Section 7 Operational Business Chang:
7.1 OBC activity schedule.
7.1 OBC activity schedule.
7.2 OBC counts.
Section 8 Operational Change (OCPs).
8.1 OCP Menu..
8.2 OCP Summary.
8.3 OCP Detail.
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Section 1 Document Overview
This document is the user guide for the Service Management Portal which has been set up by Fujitsu Services Post Office Account in
order to provide an ongoing mechanism by which Post Office staff can be provided with up to date information about the
performance and condition of the Horizon system and also provides a mechanism by which Post Office and Post Office Account staff
can manage any major incidents which may occur
Section 2 System overview
The system is housed on an internet server, which is connected via the relevant security safeguards to the Fujitsu corporate network.
Access to the system is via a defined web address. Some sections of the system access databases which are all held on SQL
server systems. Whilst queries made on the databases are written into the html web pages, any actions which may change data in
the SQL servers are carried out by server-side code in the form of Java servlets. From the user point of view, the only access to the
data is via the web pages.
Note that this application is designed to run on a screen set to 1600 x 1200 pixels. The system will run on screen resolutions set
lower than this value, and provision has been made for screen resolutions lower than this value. The application has not been tested
at resolutions lower than 1200 x 1024, and running it at this level of resolution may cause some of the graphical elements to “jump”
to the next page.
Section 3 Logon and the Main Menu
When accessing the Service Management Portal, the first screen to be displayed is the logon screen shown in
figure 0.
You should note that the application loads a cookie into the local PC in order to remember the username of the last
person who logged on to the system from that PC, so after the first logon to the Service Management Portal, the
last username will always be displayed.
Type the username and password and click on the Logon button.
The application will determine at this point the size of the available screen and will adjust succeeding pages
accordingly, after which the main menu is displayed
Figure 0
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User Logon
Userttame: rk
The main menu (see figure 1) is the screen displayed once the user enters the system. All of the other pages in the Service
Management Portal follow the same layout. The menu for any given part of the system is on the left hand side of the screen and the
results from any menu action are presented in the central target frame.
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Figure 1. The main menu
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Service Management Portal
Systems Support Centre
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Mgmt Monitor
‘Switches to the Management monitor
functions (see section 4) when selected
none
Incident Mgmt
Switches to the Major Incident
Management functions (see section 5)
when selected
none
Reports / SLT
Switches to the Report presentation and
SLT management functions (see section
6) when selected
none
OBC
Switches to the Operational Business
Change displays (see section 7) when
selected
none
OCPs
Switches to the Operational Change
Process presentations (see section 8)
when selected
none
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Section 4 The Management Monitors
The Management monitors present an up to date view of the live system from the service point of view as opposed to the monitors
generally used by the operational support teams, which tend to be based on individual servers in the Horizon system.
Once the Mgmt Monitors menu item has been selected, the Mgmt Monitors menu is presented (see figure 2)
Figure 2 Management monitor menu
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Show Monitor Displays the monitors themselves (see none
figure 3)
About Monitor Displays a page giving the definitions of _ I none
the monitors and their meanings. This
page is reproduced below
Home Returns to the Main Menu none
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figure 3 Management monitor screen
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‘About Monitor
‘Alliance and Leicester NWB. CAPO NWB Link NWE NWB High Faure C
Home
TES QA Debit Card E-Toplps DVLA
VIP sites without Comms os without Comms
For the most part the monitors which are shown are simple displays, with no opportunity for user-interaction. Green indicates that the
service is running with no issues, amber indicates that there is an issue with the particular service but that it is running (although
possibly in a degraded state or with a loss of some resilience), red indicates a serious issue with the service which is causing it to run
in a degraded state, or not running at all
The meanings of the colour change for the monitors is slightly different for each monitor. The precise meanings are detailed below.
It should be noted that Tivoli is utilised to receive these alerts from distributed monitoring programs. Some alerts are configured to
trigger if they have not received a feed from the monitor within a specified time period. Therefore when a general communication
issue is evident it is common to see most of the monitors alert. Monitors showing Sites without communications use statistics which
may be up to one hour old and should be used as a guide rather than as a definitive statement of error
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4.1 Alliance and Leicester NWB
This monitors the connection from the two network banking authorisation agents in POA that connect to A&L. Including:
. Connection Heartbeat
. Statistical anomalies such as stale transactions or invalid encryption
. Key Performance statistics of the agents such as CPU usage
. Heartbeats or bad events on the Routing agents
Amber: Any of the routing agents alerting
Red: Both A auth agents or Both B auth agents alerting
4.2 CAPO NWB
This monitors the connection from the four network banking authorisation agents in POA that connect to CAPO. Including:
J Connection Heartbeat
: Statistical anomalies such as stale transactions or invalid encryption
: Key Performance statistics of the agents such as CPU usage
: Heartbeats or bad events on the Routing agents
Amber: Any of the routing agents alerting
Red: Both A auth agents or Both B auth agents alerting
4.3 Link NWB
This monitors the connection from the two network banking authorisation agents in POA that connect to LINK. Including:
° Connection Heartbeat
. Statistical anomalies such as stale transactions or invalid encryption
. Key Performance statistics of the agents such as CPU usage
. Heartbeats or bad events on the Routing agents
Amber: Any of the routing agents alerting
Red: Both A auth agents or Both auth B agents alerting
4.4 NWB High Failure Count
Using the reconciliation infrastructure, the number of failed transaction for each NWB FI, Debit Card and ETU service are totaled
each two minutes. If any service has a failure rate of five percent or above an alert is raised.
Amber: None
Red: Any of the Fls reporting a percentage failure outside of core business hours
4.5 TES QA
This monitors the Transaction Enquiry Service web servers. Including:
. The state of the Oracle application server
. The http server
. The web cache
Amber: None
Red: Both webservers alerting
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4.6 Debit Card
This includes the health of each of the four active and four standby authorisation agents in POA and the connection of each to
Streamline. This includes:
. Solve Connection.
. Checking that there is an active agent in each cluster.
° Statistical count of timeouts in the last fifteen minutes.
Amber: one clusters agent alerting
Red: Communications to Streamline or more than one cluster alerting
4.7 E-Top Ups
This includes the health of each of the four active and four standby authorisation agents and eight reversal agents in POA and the
connection of each to EPAY. This includes:
e EPAY Connection.
. Checking that there is an active authorisation and reversal agent in each cluster.
id Statistical count of timeouts in the last fifteen minutes.
Amber: one clusters auth or reversal agent alerting
Red: Communications to EPAY of more than one clusters alerting
4.8 DVLA
This monitors the health of the two POA web servers and the statistical number of timeouts received when connecting to the DVLA
servers.
Amber: Timeout threshold exceeded (10%)
Red: Any Webserver alerts
4.9 PAF
This monitors the health of the four POA web servers. Internal and external test calls are made to the system and the results
checked.
Amber: None
Red: Any Webserver alerts
4.10 BAS Routers
The network management system checks that each BAS router can be contacted via ping. If one fails three consecutive ping
attempts it is flagged as possibly down.
Amber: Any router has more than 50 counters marked as down
Red: Any BAS has not responded to 3 consecutive pings from the network management service.
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4.11 Track and Trace
This monitors both the harvester agents, interface agents and the web server on the Electronic Data Gateway (EDG). There are four
harvesting agents, one per cluster and four interface agents, one per cluster.
Amber: Correspondence servers for one cluster alerting.
Red: Agents or Web service alerting.
4.12 Map of sites without comms
Switches to a geographical display (see figure 4)
In this display, each red dot represents a Post Office which is not in communication with the data centre. Larger , red squares
indicate that more than one Post Office has lost communications to the data centre within the same geographical area — this is most
common during periods of severe weather when communications lines are disrupted
Positioning the mouse pointer over a county produces a pop-up message with the count of uncommunicative Post Offices in the are
and the total number of Post Offices in the area, for example “Powys — 6 of 204 down (2%)”
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figure 4 - Geographical presentation of Post Offices not in communication
Clicking the mouse on a county area displays information about the individual Post Office affected, FAD, Name, number of counters,
connection type, Post Code and Local Exchange, displayed as in figure 5
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Figure 5 Display of Post Offices in an area which are not communicating
Offices Down in County Powys
Time
FAD Number of .. q Local
Code Name cane identifed as Service Type IEnalbemge PostCode
Down
There are a number of hot links on this display. Clicking on the FAD code hot link displays additional details about the Post Office in
question in the format shown in figure 6.
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Figure 6 Detailed Post Office display
AAFAD Details for 222647 - Microsoft Internet Explorer =15) x)
SMDB FAD details for Office 222647 4
Outlet Name ILingen Post Office Z
IAddress
[PostCode
[Number of Counters 1
(Current state (up to 1 hour out of date)
Correspondence Server Cluster
LAN IP Subnet
[WAN IP Address
IISDN/PSTN Telephone no. GRO:
[Tivol TMR. lwo029
[Distribution Suspended INo
[Mobility Type Fixed Counter
Service Type Satellite
IDigital Local Exchange IUNSET
IBAS Router
f I
Clicking on the Local Exchange hot link displays additional details about all of the Post Offices which are connected to that local
exchange in the format shown in figure 7. Clearly, if all of the Post Offices connected to an exchange are showing red, then it is likely
that the problem is in the exchange itself, or at a higher level in the network hierarchy (possibly a BAS router). If the majority of the
Post Office connected to the exchange are green, then it is likely that the issue is at a more local level.
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Figure 7 Exchange details
Service Management Portal
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Offices on Digital Local Exchange SY/UC
[FAD Code [Name [Number of Counters [Service Type [Status [Time of Last State Change [PostCode
[192644 [Llandrindod Wells PO a FRIACO Silver Daytime C1_ [UP [2005-10-07 105606 O%
390641 [Ironbridge [2 IFRIACO Silver Daytime C1 IUP [2005-05-05 02:43:18 q ou
178644 [Llandinam i oice [op 2005-11-30 103552 : o@
183644 [Tregynon 1 IFRIACO Silver Daytime C1 [UP [2005-05-05 09:01:48 oe
1186644 fantoer 2 IFRIACO Silver Daytime C1 [UP [2005-07-04 09:01:01 ro
(238641 [Redington Post office q ive [op [2005-12-09 11.00.11 ox
[222644 IDoldowlod 1 foice IUP [2005-05-12 17:30:49 oe
185647 ICLUN fl FRIACO Silver Daytime C1_ UP [2005-12-03 105736 : De
[512641 enley f oice fop 2005-11-24 10:17:52 : o@
491641 ILinafihangel 1 IFRIACO Bronze [UP [2005-09-24 18:41:29 a
[Camo fl oive [op [2005-11-28 105755 Fo
ICrossgates 1 IFRIACO Silver Daytime C1 [UP [2005-11-16 08:55:21 fo @
[Great Bolas f oice [ue [2005-10-07 14.0334 ok
‘nowbury 1 [FRIACO Bronze [oP [2005-08-11 06:57:51 :GROWO
172644 [Bettws Cedewain 1 foice [UP [2005-08-25 14:46:28 ; oe
436641 [WATERS UPTON POST OFFICE fl oice [up [2005-12-19 1200238 ip
1266641 ILlanrhaeadr Ym Mochnant P/O Llanrhaead 1 IFRIACO Silver Daytime C1 IUP [2005-05-04 02:43:37 a
152641 [Acton Bumell f oice [uP [2005-07-04 0841.13 o%
1179641 IDornngton 1 foice [UP [2005-11-30 10:49:27 ial
218641 [Sentinel Gardens B IFRIACO Silver Daytime C1_ [UP [2005-05-31 085749 ; ok
(388641 [High Ercall fl oice [UP [2005-05-05 0251.11 vs
394641 ILawley 1 IFRIACO Bronze IUP [2005-11-28 10:40:04 >=
[246208 [Doddington rT oive [oP [2005-09-28 10:53:10
196647 [Brimfield o IFRIACO Bronze [UP (2005-10-18 1641.04
[p33647 WCASTLE STORE AND SERVE D [Voice [ue 2005-10-11 18:02:58 q
Within this display there are two additional hot links for each Post Office . The
vo symbol, when clicked, will provide a display of the
nearest working Post Offices to the Post Office selected, showing opening times, connection type, telephone number, and distance
from the selected Post Office. The format is shown in figure 8. Clicking on the Ss symbol will attempt to make a connection to the
internet site “Google Maps”, which will then show a graphical representation of the nearest alternate Post Offices within the same
geographical area
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Figure 8 — nearest working Post Offices.
Nearest Working Post Offices to PostCode SY8
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4.12 VIP sites without comms
Holding the mouse pointer over this part of the management monitor display produces a pop-up message in the form “0% Down (0
down, 40 up), giving an indication of the performance of the nominated VIP sites.
4.13 Satellite sites without comms
Holding the mouse pointer over this part of the management monitor display produces a pop-up message in the form “2% Down (3
down, 140 up), giving an indication of the performance of those Post Offices which are connected to the central Horizon systems by
satellite link.
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4.14 Checking the status of an individual Post Office
In the centre, at the lower end of the management monitor display page is a text box (shown in figure 9). By entering the FAD code
for a Post Office, its current status (accurate to the last hour) can be ascertained. The display of this information is identical to that
shown in figure 6
Figure 9 — check for the status of an individual Post Office
4.15 About the Monitor
Clicking on the menu item “About monitor” from the monitor menu will diaply the “about” page for the monitor, which contains the
same details about the configuration of the individual monitor components as are detailed in sections 4.1 to 4.11 in this document.
The format for this data is shown in figure 10
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Figure 10 - Management Monitor about screen
Systems Support Centre
Management Monitors alert information
Alliance and Leicester NWB
Link NWB
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Section 5 Major Incident Management
In the event of a Major Incident, it is important that both Post Office and Fujitsu Services Post Office Account have immediate access
to the resolution progress, and that both organizations can see the relevant progress updates and the actions which have been
allocated to the resolution. In addition, the current mechanisms for handling the necessary paperwork involved in the final resolution
and sign-off of any incident are cumbersome and prone to excessive delays.
In order to resolve these deficiencies, the Major Incident Management system has been created to reside on the Service
Management Web portal.
The initial menu is shown in figure 11
Figure 11 - Major Incident management menu
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Show Open
Service Management Portal
Displays a summary of all major incidents
which are open on the database
none
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Show all
Displays a summary of all major incidents
regardless of their status
none
Raise new MIR
Displays a screen which enables data to
be input to open a new Major Incident
none
Update MIR
Displays a summary of the currently open
incidents and after selection of one of
these enables data to be input to update
that incident
none
Create Action
Displays a summary of the currently open
incidents and after selection of one of
these enables data to be input to create a
new action to be associated with that
incident
none
Update Action
Displays a summary of the currently open
incidents and after selection of one of
these displays the actions associated with
the incident, then allows those actions to
be updated or deleted
none
Close Incident
Displays a summary of the currently open
incidents and after selection of one of
these enables data to be input to close
that incident
none
Show report
Displays a summary of the currently open
incidents and after selection of one of
these displays the MIR report, which
includes a timeline of the Updates and a
list of the actions.
none
Home
Displays the Service Management Portal
main menu
none
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5.1 Show open incidents
Service Management Portal
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This displays a brief summary of all incidents which have not yet been closed on the database. The format of the screen is as shown
in figure 12. The meaning of the individual fields is as follows
Title A brief title for the incident Free text
Call number The original number for the call— normally I Free text with some limitations — this is not
a Peak or Powerhelp (Phoenix) reference I confined to the Powerhelp or Peak format.
number
Linked Calls The number of calls which have been Integer with no limits
linked in the HSD with the master call
which caused this major incident to be
raised
Creation Date
The date on which the original major
incident report was created
date
Service Outage
The date on which there was a service
outage as a result of this incident. It is
assumed that a major incident would be
created only as a result of a service
outage — all other forms of anomalous
behavior within the system would be
handled by the incident and problem
management processes
date
Previous Outage
The date of the first of any previous
occurrences of this major incident
date
Operational Impact
A brief statement of the operational
impact of the major incident. Note that
more detailed impacts are requested
when updating an incident. It is assumed
that at the time that the major incident is
first created, detailed knowledge of the
impact will not be available
Free text
Business Impact
A brief statement of the business impact
of the major incident. Note that more
detailed impacts are requested when
updating an incident. It is assumed that at
the time that the major incident is first
created, detailed knowledge of the impact
will not be available
Free text
Status
The current status of the major incident
One of “open”, “in progress” or closed
Instigator
The name of the person who created this
major incident
Free text
show actions ]
associated with this major incident since
the time that it was created, then clicking
on this button will display those action
records
If any updates have been made to this none
[show updates I major incident since the time that it was
created, then clicking on this button will
display those update records
If any actions have been created and none
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Figure 12 Major Incident management — show open incidents
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5.2 Show all incidents
This displays a brief summary of all incidents which have not yet been closed on the database. The format of the screen is as shown
in figure 12. The meaning of the individual fields is identical to those in the “show open incidents” screen detailed in section 5.1 above
Figure 13 Major incident management — show all incidents
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5.3 Raise new MIR
Service Management Portal
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This screen is displayed in order to enable the user to create a new major incident record. Note that the title and call number fields
are mandatory — these are used throughout the database to index the various tables. The format of the screen is shown in figure 14,
and the meaning of the individual fields is as follows —
Title
A brief title for the incident
Free text - MANDATORY
Call number
The original number for the call — normally
a Peak or Powerhelp (Phoenix) reference
number
Free text with some limitations — this is not
confined to the Powerhelp or Peak format.
MANDATORY
This Incident Date / Time
The date and time on which the major
incident happened
Date — this defaults to the current date
and time
Service Outage
The date on which there was a service
outage as a result of this incident. It is
assumed that a major incident would be
created only as a result of a service
outage — all other forms of anomalous
behavior within the system would be
handled by the incident and problem
management processes
Date — this defaults to the current date
and time
Previous Incident Date
The date of the first of any previous
occurrences of this major incident
Date — this defaults to the current date
and time
Business Impact
A brief statement of the business impact
of the major incident. Note that more
detailed impacts are requested when
updating an incident. It is assumed that at
the time that the major incident is first
created, detailed knowledge of the impact
will not be available
Free text
Operational Impact
A brief statement of the operational
impact of the major incident. Note that
more detailed impacts are requested
when updating an incident. It is assumed
that at the time that the major incident is
first created, detailed knowledge of the
impact will not be available
Free text
Status
The current status of the major incident
One of “open” or “in progress’
Instigator
The name of the person who created this
major incident
Free text
Number of linked incidents
The number of calls which have been
linked in the HSD with the master call
which caused this major incident to be
raised
Integer with no limits
Add to Database I
Commits the data input from above and
creates a new incident record in the
database
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Figure 14 Major Incident management — Raise new MIR
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5.4 Update MIR
When the “Update MIR” button is clicked, the system displays a summary line for each of the open incidents. The cursor changes to
a hand when placed over these summary lines. Clicking on the relevant incident will then open the screen which enables an update
record to be created. The format of the summary screen is shown in figure 15.
figure 15 Major Incident Management — Update MIR — selection of an incident
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figure 16 shows the format of the screen used to create an update record. Update records are created separately from the major
incident record rather than simply updating the original in order to be able to generate a timeline for the incident.
Title
The title of the incident
Cannot be changed
Call number
The original number for the call —
Cannot be changed
Start Date
The date that the major incident was
originally logged
Cannot be changed
New Business Impact
The revised estimation of the business
impact of this major incident — note that
this is further modified by the fields below
relating to specific types of business
impact
text
New Operational Impact
The revised estimation of the operational
impact of this major incident — note that
this is further modified by the fields below
relating to specific types of operational
impact.
text
Branches affected
The number of Post Offices which have
been affected by this incident
number
Counters affected
The number of Post Office counters which
have been affected by this incident
number
Files affected
If any file transfers of data to Post Office
systems, or to their customers or
suppliers have been affected by the
incident, then this should be documented
here
text
Txn affected
The number of transactions which have
been affected by this incident
number
HSD calls
The number of calls which have been
received by the HSD caused by this
incident
number
Other impact
Any other impact which has not been
adequately covered in the 7 fields above
text
Status
The status of this incident
Either “In progress” or “open”, the default
is “In progress”
Updator name
The name of the person who is competing
this update
text
Update date time
The date and time of this update
Date/time, defaults to the current date and
time
System returned data time
The date and time that the system was
returned to usability
Date/time, defaults to the current date and
time
I Add to Database ]
Commits the details entered above to the
database
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figure 16 Major Incident Management — Update MIR — creation of an update record
Systems Support Centre
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5.5 Create action
When the “Create Action” button is clicked, the system displays a summary line for each of the open incidents. The cursor changes
to a hand when placed over these summary lines. Clicking on the relevant incident will then open the screen which enables an update
record to be created. The format of the summary screen is shown in figure 17.
Figure 17 Major Incident Management — Create Action - select an incident
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figure 18 shows the format of the screen used to create an action record. Action records are created separately from the major
incident record rather than simply updating the original in order to be able to generate a timeline for the incident. Unlike Update
records, once created action records can be amended or deleted.
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Figure 18 Major Incident Management — Create Action
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Title The title of the incident Cannot be changed
Call number The original number for the call — Cannot be changed
Start Date The date that the major incident was Cannot be changed
originally logged
Action The action to be undertaken text
Action comment Any comments which may be applicable __I text
to the action
Action on The owner of the action text
Action logged date time
The time that the action was logged
Date / time — defaults to the current time
Action required by date time
The time by which the action is required to
be completed
Date / time — defaults to the current time
Action completed date time
The time that the action was completed
Date / time — defaults to the current time
Add to Database
Commits the details entered above to the
database
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5.6 Update action
Unlike an update to a major incident, which is intended to be a snapshot of the state of the incident at a specific date and time and
therefore cannot be changed once created, actions are more fluid and can therefore be amended and deleted. When the update
action menu item is selected, a summary of the open major incidents is displayed — actions can only be created against open
incidents. The format of the summary screen is shown in figure 19
Figure 19 Major Incident Management — Update Action - summary screen
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In order to update or delete an action, selecting the “show actions” button will then display the actions for that particular incident, the
format of this display is shown in figure 20.
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figure 20 Major Incident Management — Update Action - action summary
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In order to delete an action which has been previously logged, then it is necessary to click on the “delete action” button, at which
time the system will ask for confirmation that the action is to be deleted, and (provided that this is confirmed) will delete the action
entry from the database
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In order to update an action which has been previously logged, then it is necessary to click on the “update action” button, the system
will then present a screen with the details of the current action included, ready for amendment. The format of this screen is shown in
figure 21
Figure 21 Major Incident management - update action
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5.7 Close incident
When the “Close Incident” button is clicked, the system displays a summary line for each of the open incidents. The cursor changes
to a hand when placed over these summary lines. Clicking on the relevant incident will then open the screen which enables a closure
record to be created. The format of the summary screen is shown in figure 22
figure 22. Major Incident Management - Close Incident - summary
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Having selected the correct incident which is to be closed, the system displays a screen, shown in figure 23 which requests data
which will be used to close the incident
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Figure 23 Major Incident management ~ close incident
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Title The title of the incident Cannot be changed
Call number The original number for the call — Cannot be changed
Start Date The date that the major incident was Cannot be changed
Management Summary
A summary of the incident which will
appear on the MIR report
Up to 2048 characters text
fix where this has not already been
Root cause analysis Details of the root cause of the MIR text
Details of fix applied Details of the fix which was applied to text
resolve the MIR, this could include (but is
not limited to) a software fix, a workround
a process change or a hardware change
OCP / CR/ CT reference Details which provide an audit train forthe I text
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Supplied in the call
Fujitsu approver The name of the Fujitsu staff member text
who has agreed the signoff of this major
incident
Customer approver The name of the customer staff member text
who has agreed the signoff of this major
incident
MIR closure date time
The closure data and time of this major
incident
Date / time — defaults to the current time
Customer signoff date time
The date and time at which the customer
signed off this major incident
Date / time — defaults to the current time
Fujitsu signoff date time
The date and time at which Fujitsu signed
off this major incident
Date / time — defaults to the current time
I Add to Database ]
Commits the details entered above to the
database
5.8 Show report
Once an incident has been closed, the report on this incident can be generated. Reports can only be generated for closed incidents.
Once the “show report” menu item has been selected, the system displays a summary of all of the closed incidents as shown in
figure 24. Clicking on the button labeled “produce MIR report’ for the relevant incident. The format of this report is shown in figure 25.
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figure 24 Major Incident Management Show report - summary
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figure 25 Major Incident Management Show report
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This report can be generated at any time after the incident has been closed. To produce a paper version of the report, click on the
button labeled “print this report’.
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Section 6 Reports and SLTs
There are a number of reports which are delivered to the customer on a regular basis. It is the purpose of this section of the Service
Management portal to provide access to the most current version of these reports.
In addition, in this sections, are up to date figures for the performance of the system against the SLTs.
It should be noted, as displayed on the initial screen for this section, that the data in the SLT tracker is raw data direct from the
systems and has not been adjusted to take account of those factors which are beyond the control of Fujitsu for example file
deliveries which could not be made because the remote end was inoperable, Post Offices which have been closed, but for which the
closure notification has been delayed etc). Accurate figures are held in the SRB section.
Figure 26 Reports and SLTs menu
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6.1 Weekly Update
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The weekly update is a manually entered summary of the events which have taken place during a week which may have had an
impact on the relevant service.
At this version of the service management portal, this is simply a word document which is transcribed to html and inserted into the
web site.
The format is shown in figure 27 below
Figure 27 Weekly update format
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6.2 Success rates
The success rates show, on a daily basis, the transaction levels, and the breakdown between successful and unsuccessful
transactions through the Network Banking, Debit Card and E-Top-ups systems, with a breakdown on the network banking
transactions for deposit and withdrawal transactions.
The screen display is shown in figure 28
Figure 28 Success rate format
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6.3 Daily Report
Displays a copy of the most recent daily report
Figure 29 Daily Report format
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6.4 SLT tracker
Clicking on the SLT tracker gives access to the lower level menu as shown below
Figure 30 SLT tracker low level menu
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6.4.1 Call to Resolution
This section displays the call to resolution statistics.
The SLTs in this area are
Level 1 Calls Resolved Within 5 mins = 95%; Avg Time To Resolve Level 1 Call <4.5 minutes
Level 2 Calls Resolved Within 30 mins = 95%; Avg Time To Resolve Level 2 Call <10 minutes
The layout of the statistics is self-explanatory
Figure 31 Performance against call to resolution SLT
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Level 1 Calls Resolved Within 5 mins = 95%; Avg Time To Resolve Level 1 Call <4.5 minutes
Level 2 Calls Resolved Within 30 mins = 95%; Avg Time To Resolve Level 2 Call <10 minutes
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1 Calls ResolvedI Resolved ZCalls Resolved I eS) IResolve Level
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Within any month, there is a hot-link to the failed call details (in the month column) clicking on this link displays the detail of the failing
calls as shown in figure 32
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Figure 32 failed calls in the SLT
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within the failed calls record, there is a hot-link to the powerhelp system,and the details of the call can be viewed, the layout is shown
in figure 33
Care should be taken with this facility however. Powerhelp calls, once closed, and their details logged, are archived frequently to
save space. If the call has already been archived, then the hot-link to the call will simply produce a screen displaying a message that
the call details could not be found. The link to Powerhelp is also dependant on the end-user PC having access to the
Powerhelp system and may therefore not be available for some users.
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Figure 33 Powerhelp call details
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6.4.2 DFD and LFS
DFD (Data File Delivery) and LFS Statistics can be found in this area
The format of the screen is shown in figure 34
Figure 34 DFD and LFS menu screen
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The formats of all of the results produced from this screen are identical and therefore, this section will outline only the generic format.
The user should select either the SLT (in the top section) or the APS client (in the second section) and then click on the associated
button to get access to the statistics.
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Taking “APS Generic Inbound” as the example, highlight the SLT in the top selection box, then click on Choose SLT. The following
screen will be displayed
Figure 35 Performance against APS generic inbound SLT
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SLTé: DoyB = 96% Day = 97% Day = 98ayJ = 100
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Details for each month can be displayed by clicking on the hot-link on the “month” column, at which time the screen will change to
display the following data
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Figure 36 APS generic inbound performance detail
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Within the DFD service level targets selection box, the following selections can be made —
1) APS Generic Inbound
2) APS Generic Outbound
3) OBCH Data available to DWP system (historical data only)
4) OBCS Delivery of OBCS Stops lists (historical data only)
5) RDMC - Delivery of Reference Data
6) TPS — CTS File delivery
7) TPS — FRTS File delivery
8) TPS — HR SAP Delivery contract
9) TPS — HR SAP delivery normal
10) TPS — POLFS File delivery
11) TPS - Transaction file delivery to TIP
Within the DFD Client performance section, the following selections can be made. Note that this data is for interest only, there are no
contractual SLTs with regard to the performance of the system in this area
1) APSH to British Telecom
2) APSH to Northern Ireland Electricity
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3) APSH to Southampton CC
4) APSH to Yorkshire Electricity
5) APSH to SSE
6) APSH to BBC Easy Payments
7) APSH to Oxfordshire Social Service
8) APSH to Knowsley MBC
9) APSH to Hampshire CC
10) APSH to Welsh Water
11) APSH to Mid Kent Water
Within the LFS section of this page, the following options are available —
1) LFS confirmation of pouch received at outlet
2) Details of SAPADS pouch collected from Outlet
3) Daily Cash on hand details
4) Planned order
5) Replenishment delivery - bulk
6) Replenishment delivery - interactive
7) Transaction corrections file delivery
6.4.3 Engineering
This section relates to the performance of Fujitsu services with regard to the hardware break-fix SLTs.
The section has a number of options as detailed below.
Figure 37 Performance against Engineering Service SLT
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The format for all of these screens is identical, giving details of the performance against the SLT which is specified on the screen
itself. The example below in figure xxx is the screen relating to the performance against intermediate calls of priority A and B
Figure 38 Performance against Engineering Service SLT detail
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Priority A Intermediate within 6 hours
Priority B - Intermediate within 10 Hours
Priority A Intermediate within 6 hours
Priority B - Intermediate within 10 Hours
Priority A Intermediate within 6 hours
Priority B - Intermediate within 10 Hours
Priority A- Intermediate within 6 hours
Priority B - Intermediate within 10 Hours
Priority A Intermediate within 6 hours
Priority B - Intermediate within 10 Houre
Jos 08 Aug Priority A Intermediate within 6 hours
Jos 08 Aug Priority B - Intermediate within 10 Hours
Jos 07 Jul Priority A Intermediate within 6 hours
Jos 07 Jul Priority B - Intermediate within 10 Hours
J05 06 Jun Priority A Intermediate within 6 hours
J05 06 Jun Priority B - Intermediate within 10 Hours
05 05 May Priority A Intermediate within 6 hours
[05 05 May Priority B - Intermediate within 10 Hours
J05 04 Apr Priority A Intermediate within 6 hours
J05 04 Ap Priority B - Intermediate within 10 Hours
[05 03 Mar Priority A Intermediate within 6 hours
[05 03 Mar Priority B - Intermediate within 10 Hours
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6.4.4 Network Banking
The network banking section also has its own sub-menu, accessible form the menu screen shown in figure 39
Figure 39 Performance against Network Banking SLT
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Regardless of which SLT is selected, the format of the screens is the same, and is shown in figure xxx below, the particular example
being for Transaction time — fixed.
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Figure 40 Performance against Network Banking SLT detail
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Latest Data =
SLTs: Average T<= 8 secs
SLTs: of Trans Where T less than 12 Secs
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* (Target)
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6.4.5 Telephony
The telephony section in the SLT monitors relates to the performance of Fujitsu services against the telephony SLTs relating to the
number of calls answered and not answered, and the waiting time on those calls experienced when calling the HST
Figure 41 Performance against telephony SLT
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SLTs: Calls Ans <30 Secs >= 20%
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SLTs: Avg Time To Answer = <5 secs (Apr 03 to May 03)
SLTs: Avg Time To Answer = <S secs (Jun 03 and on)
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6.4.6 Debit Cards
The Debit Card section has its own menu as shown in figure 42
Figure 42 Performance against Debit Card SLT
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NBS Reliabilty Measures
The specific measures relate to two separate areas — the transaction times across different sorts of network infrastructure and the
reliability of the service, again split by the nature of the network infrastructure
Transaction time measures are displayed as shown in figure 43
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Figure 43 Performance against Debit Card SLT —detail transaction time
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Measures: % of Trans Where T less than 16 Secs = 99% (Target 2)
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Reliability measures are displayed as shown in figure 44
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Figure 44 Performance against Debit Card SLT detail - reliability
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6.4.7 E-Top-ups
Figure 45 Performance against E-Top-Up SLT
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The format of the E-Top-ups menu, and the underlying screens is identical to those presented for the DCS service, and their
meanings are also the same, so they have not been shown, please refer to section 6.4.6
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6.4.8 About SLTs
The “About SLTs” section contains an extract from Schedule 15 of the contract, which relates to the SLTs and the manner in which
they were negotiated, but does not show the values themselves. Within the document, hot links have been added to the SLTs to
which that section relates.
The initial contract screen is displayed in figure 46
Figure 46 About SLTs — contract
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othe Sorice Level Targets, laud tional Remedy Levels fr the folowing groups of
‘Support Desk Serdces (amex 1
Banking Serices (Amex 3 and
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If any of the hot links within the document are accessed, then the details of the SLT itself are shown as in figure 47 below.
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Figure 47 SLT details
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6.5 SRB
Displays a copy of the most recent Service Review
Figure 48 Service Review Book.
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SERVICE REVIEW
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Tide: ‘SERVICE REVIEW - NOVEMBER 2005
Abstract: This document contains a summary ofthe Monthly Service Performance Statistics for the Period
1% to 31" November 2005.
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6.6 SRB Dashboard
Service Management Portal
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Whilst the SRB is a full and comprehensive document which reports on the state of the service and processes for the last month, the
SRB dashboard is essentially the “bullet points” for the service, identifying the state of the service in terms of simple red, amber
green status, and with descriptions of any key problems or major incidents.
Figure 49 The SRB dashboard
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Perception Metrics
‘This Month's preformance
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Section 7 Operational Business Change
The operational business change process is primarily concemed with business changes to Post Office requested by Post Office Ltd.
For example closing offices, opening offices and changing the number of counters within an office.
The function of this part of the Service Management Portal is to provide summary information on the changes that have been
requested. There is no requirement, nor opportunity to actually input any data
Having clicked on OBC in the main menu, the system diaplays the OBC menu as shown in figure 50
Figure 50 OBC menu
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7.1 OBC activity schedule
This screen shows, in date order, the activities which are scheduled to take place at post offices.
The format of the schedule is shown in figure 51
Figure 51 OBC activity schedule
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Title The title of the incident Cannot be changed
Call number The original number for the call — Cannot be changed
Start Date The date that the major incident was Cannot be changed
originally logged
Root cause analysis Details of the root cause of the MIR text
Details of fix applied Details of the fix which was applied to text
resolve the MIR, this could include (but is
not limited to) a software fix, a workround
a process change or a hardware change
OCP / CR/ CT reference Details which provide an audit train forthe I text
fix where this has not already been
supplied in the call
Fujitsu approver The name of the Fujitsu staff member text
who has agreed the signoff of this major
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incident
Customer approver
The name of the customer staff member
who has agreed the signoff of this major
incident
text
MIR closure date time
The closure data and time of this major
incident
Date / time — defaults to the current time
Customer signoff date time
The date and time at which the customer
signed off this major incident
Date / time — defaults to the current time
Fujitsu signoff date time
The date and time at which Fujitsu signed
off this major incident
Date / time — defaults to the current time
I Add to Database ]
Commits the details entered above to the
database
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7.1 OBC activity schedule
This screen displays the branches in which activities are scheduled, together with the contact details of name and address. The
format of the screen is as shown in figure 52
figure 52_ OBC Branch / PM listing
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7.2 OBC counts
This screen displays the count of activities which have been scheduled or completed, by year and month, by year and week number,
and by Date
Figure 53 OBC counts
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Section 8 Operational Change (OCPs)
8.1 OCP Menu
OCPs are operational changes made to the system. The Service Management Portal shows both a summary and the detail of any
OCP which has either been sent to Post Office for approval, or else has been marked as being system affecting. The OCP menu is
shown in figure xxx and is accessed by clicking on the OCPs button on the main menu
figure 54 OCP menu
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8.2 OCP Summary
After clicking on the “OCP system” from the OCP menu, the OCP summary is displayed as shown in figure 55. This gives basic
information about the change being proposed. If the mouse pointer is held over any part of the summary lines then the cursor will
turn to a hand. Clicking on an OCP summary entry will cause the OCP details to be displayed as shown in figure 56
figure 55 OCP summary for selection
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8.3 OCP Detail
figure 56 OCP detail
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OCP No The number of the OCP — for audit tracing
purposes
Call number If the OCP is associated with a powerhelp
or peak call , then this field will contain the
call reference
Title The title of the OCP
Date raised The date that the OCP was raised
Implementation date The date on which the OCP was either
implemented, or intended to be
implemented
To POL The date that the OCP was forwarded to
Post Office Ltd if this OCP required POL
approval
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POL agreement
The date that the OCP was returned as
approved by Post Office Ltd if this OCP
required POL approval
Complete notified
The date on which the completion of the
OCP was notified by the individual or unit
that carried out the action
Complete agreed
The date on which the completion of the
OCP was agreed by the individual or unit
that monitored the action
Raiser name The name of the person who raised the
OcP
Orig ref If the OCP was raised by an organization
external to Fujitsu, then this field contains
the originators reference
Priority The priority of this OCP. igh, M= Medium, L=Low
Risk The risk of this OCP to the system ligh, M= Medium, L=Low
Change at The location or computer name at which
the change will take place
Change type The type of change
Sves affected The services that will be affected by the
change
Affected how
The manner in which the application of the
OCP will affect the affected system
Duration The length of time that the OCP will take
to implement
p/help call The powerhelp reference for the OCP if
there is one
Peak call The peak reference for the OCP if there is
one
Withdrawn date If the OCP has been withdrawn, then this
field holds the date on which the OCP was
withdrawn
Withdrawn by
If the OCP has been withdrawn, then this
field holds the name of the individual who
withdrew the OCP
Summary of change
A summary of the change