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Service Support — Sarah Bull FUJITSU
SMR Overview
of
SACM & Capacity Management Activities
Manage Service Change (MSCs)
in
June 2011
SACM & Capacity Management Activities
Manage Service Change (MSCs)
Key Events this month
Event Date
Upgrade to key Capacity Server June
2011
Major review of Credence systems and June
performance 2011
First POL & FS capacity forum held in Chesterfield June
2011
Successes / Achievements
*PA/PER/033 controlled document has been edited and
passed to POL for review
+ Full upgrade and house keeping of Athene Metron
completed with no service impact
*FS/POL capacity meeting reviewed current reporting,
amendments to PA/PER/033, and any improvements or
enhancements that could be by delivered by the service. A
new service impact review showed that the RBS transaction
load would not cause any impact. However it did highlight the
need for all teams to work closely together as highlighted in
the capacity forum.
For Awareness
Key Performance Highlights
Measure
Reference _
MSC Change
Volume
MSC Change
clarifications
POL Changes
received
Monthly Report
Credence
Performance
No major incidents
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Comment
183 changes
RED- same day 33
AMBER — 2 — 6 days 54
GREEN - over 7 days 96
Emergency 25 - 3 under 3 hours notice.
Expedited 22
Reboots 3
Retrospectives 13
Withdrawn 5
A total of 29 changes were received from the customer POL.
RED — Same day- 9
AMBER - 2-6 days notice 10
GREEN - over 7 days notice 10
Granular 5 min data charts have been extended to show 3 months back
data. Services overview report includes previous month summary page
The credence systems have shown increasing stability thanks to the
various joint initiatives between FS and Logica managed by Gaby
Reynolds and Melanie King
The HNG-X absorbed an increase of over 12 Million transaction from
April during the May trading period.
RBS transaction increase review requested that POL confirm the external 3 party data /network links sourced outside of FS management. To confirm
final service impact.
Service Corrections
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Key Improvement Projects
Improvement Initiative
Enhance Monthly Transaction Reports
Communication
Regular calls with Tony Jamasb and ad-hoc reviews
With leadership team members
Automation
Remove manual processing to free resource to
engage in productive granular analysis
Enhance Toolsets
Active engagement with capacity component
owners
Respect & Commitment
Open and honest dialogue
Benefit / Outcome
Allow POL team to map business plans
to historic and predicted HNG-X
transactional trends
Improved communication between teams
Increased turn around for “what if”
analysis and enhanced support for Ad-
hoc incident and problem resolution
Mapping transactional and component
capacity disciplines to delivered business
servers for faster RCA & Impact analysis
Continue to build on the open and honest
dialogue already observed
Estimated Due Date
October 2011
September 2011
In line with Release
5.
December 2012
2011 continued
review
Progress this month
Previous month datasheet added for comparison.
5 minute granular data extend to show 3 month
back data
-Active discussion around providing more that just
charts. Heighted awareness of the Capacity
Service
- creation of forum with Architect team and
capacity team
Better end user presentation of 5 minute
transaction data. Right first time integration from
data systems to reporting interface
Upgrade of control tools such as Athene and ECC
underway. Athene Metron system now fully
upgraded
Actively promote the use of phone discussion of
problems/issues encountered. face to face
meeting held to improve understanding.
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FFotal Transactions Response Times Seconds Comments
[Transactions as lsu ag I Misses I 5,
Service Success ADSL Fails [silver Fails] Bronze Fails I THSi0) I Timeouts I Errors
Peak / Day lpronze fiver [ADSL
as Fretwork Banking SENS repay pores z re iar ree ery eee Tightly higher total but lower peak
aro (eard Account Transx pri: Bae Total increase due to additional vocalink traffic
Fantander ronal & Business
banking 83,80 asin
jocalink IGanking Services evr? Venue
ra Pebit cara Bronze connection failure levels reduced, Dally peak lower than
settlement jast minth but total continue month on month increase
28 5% 4,648 98! 99938 a nee cord 0.0384 on
70 Tectronie Mabie
pup 95,93: 953,84 99975 2 1 1 0.07 o.00r4 outst
job Services
a BIA Tax Oe ots Tau car er Tas] odaaigh errors on wed 22nd need to be reviewed
hala arcatorce oi re eal ri 08 1069] o.0sefapprox 25 9% Increase on last month
elecoms BAGS Bank Account [Lower daily peak, total remains stable but high
hecker 2053 361971 99.99 °. 0.00 0.0094 0.04
Sroadband Checker Figures lower than last month
38 8.22 98.48) a 14a oss 0.33
Telecoms ADSL
‘Ratomated Postal [Lower daily peak but month on month total increases +10%
Orders 156,861 329317] 1000: 6. 0.00% 0.00%4
aPor
Money Gram cash
51.07 929,53 99.988 1 ood 0.0%
MoneyGram
"AF ostal Adarens 1-410% increase in total but daily figures lower. Success figures re-
Finder 73,59 11,782,891 90.0% 6. See TAB 22.194 7.18Mfcalculated on total requests
Tansaciion Volumes
jutomated Payment Firansactions within agreed limits, Monthly total higher but dally
fit Payment Service eye 17,7082: peak lower
PS,
foc bureau De change 93.15 A277 JApprox 15% increase on last month total
POS Tectvonie point of Total transactions have increased but daily peak is lower.
Kates & service 8,259.94; 143,676.80
New Servicer
Sp enaliment Wdentication Tightly lower transaction volumes
3.10 61,84 99.968 0.00 sr
XE
cary [Total transactions have increased but daily peak Is lower.
4.60 91.34 99994 od 0.00 .00%4 0.00
Total Transactions All Total monthiy transactions have increased by over 12 Milion
services May 2011,
187,900,715
4 FUJITSU EYES ONLY
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