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Document Title:
Document Reference:
Document Type:
Release:
Abstract:
Document Status:
Author & Dept:
External Distribution:
Security Risk
Assessment Confirmed
Approval Authorities:
Operational Level Agreement for Application 4" line support of
HNGX
SVM/SDM/OLA/0017
Operational Level Agreement
Not Applicable
This OLA is a description of the HNGx Application 4"
Operations Service provided under contract to the Pos
Account & Post Office Limited ‘
WITHDRAWN
Mukesh Mehta, Post Office Account
None
Name Role Date
Keith Tarran
Nana Parry
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0 Document Control
0.1 Table of Contents
oO DOCUMENT CONTROL
0.
0.1 Table of Contents
0.2 Document History
0.3 Review Detail:
0.4 Associated Documents (Internal & External)
0.5 Abbreviations
0.6 Glossary.
0.7 Changes Expected .
Q8 Accuracy....
09 Security Risk Assessment.
SERVICE PRINCIPLES
1
2.1 ALS Service Team
4.1 Service Hours
1.2 Incident Management.
System Incident........
Major Incidents
. Service Targets ..
Problem Management
Service Targets...
Business Impact Review
Known Errors ....
Change Proposals (CPs
Managed Service-Chang
DEVELOPMENT SYSTEMS AVAILABILITY MANAGEMENT...
Capacity Management
Supplier Management
Security Management
DOCUMENTATION .
Isle leo
og
bed
joo
ALS SERVICE GOVERNANCE .........cccsceeseeeeees
Financial Management.
ie lon 1
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5.2 Service Reviews/Service Reporting
5.3 Service Improvement:
5.4 Risk
APPENDIX A — 4LS APPLICATIONS
Counter/BAL ..
Data Center Host Applications
Branch Connectivity: .
APPENDIX B — 4LS INTERNAL INTERFACES
Commitments between Integration Team and 4LS Teams...
Commitments between INFREL DEV and Counter 4LS Team
Commitments between CTR, BAL, Datacenter Audit, Host an
ve
APPENDIX C — 4LS DEVELOPMENT INFRASTRUCTURE SI
Qperating system configuration.
Hardware and Event Monitoring
Third party management ....
Operating system housekeeping
Problem diagnosis and resolution
Backup and restore ............ eo
Operating system patch management .
Anti-virus software maintenance
Capacity monitoring...
Recording service history
GDC 4LS Development Infrastructure Su
Firewall Management
4LS Counter build.
Step 2 Sign Policy File
Step 3 on Counter dere
Step 4 Reboot
Step 5 Remov:
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0.2 Document History
Version No. I Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
0.1 1/6/2009 New OLA created to reflect the operational levels agreement
between 3 and ODC 4" line HNGX support
02 9/6/2009 Updated with Tony Little's comments
03 25/6/2009 Updated with information from Adam Cousins
04 3/7/2009 Updated following review with Steve Godson
05 5/08/2009 Updated following information provided by Infinite on ITSG
support.
06 15/8/2009 Updated follow latest round of reviews and to includ
proposal
07 25/8/2009 Updated to include comments from Graham Al
08 26/8/2009 Updated following formal review with
0.9 7/10/2009 Updated following review with lan Turr
0.14 26-Nov-2009 Reviewer list updated, draft
0.12 11 Jan 2010 Update from Infinite revi
0.13 12 Jan 2010 Updates from RMG Bt
1.0 14-Jan-2010
14 20 Aug 2010
12 13-SEP-2010
1.3 09 Dec 2010
14 30 Dec 2010
15
1.6
dated following review with Keith Tarran
“Ready for approval
Minor corrections
Approval version
WITHDRAWN: No longer required: UK based element is now
part of POA, so is not a service provided by another
organisation within Fuji partis oo
SVM/SDM/OLA/2274.
while the G
Review Comments by :
Review Comments to
Mandatory Review
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Applications Service Delivery Manager
Yannis Symvoulidis
SSC and Reference Data Manager Steve Park
cer(*)
Counter & BAL 4LS Manager
Mukesh Mehta
Data Centre Development Manager
‘Adam Spurgeon
Estate Management Manager
Steve Evans
Head of Application Services Development
Keith Tarran
Integration Team Manager
Vijesh Pandya
ional Review
Test Manager
Sheila Bamber
LST Manager
Mark Ascott
Problem Manager
Steve Bansal
Operational Security
Donna Munro
Technical Architect
Pete Jobson
clso.
Issued for Information
distribution list to a mi
Position/Role
Brad Warren
(* ) = Reviewers that retuned comments
‘eference Title Sou
PGM/DCM/TEM/0001(D. POA HNG-X Generic Document Dimensions
O NOT REMOVE) Template
SVM/SDM/PRO/01 POA Customer Service Incident Dimensions
Management Process
POA Customer Service Major Incident I Dimensions
Management Process
Data Centre Operations Service Dimensions
Description
Horizon Service Desk Call Enquiry Dimensions
Matrix and Incident Prioritisation
POA Customer Service Problem Dimensions
Management Process
SVM/SDMISIP/0001 POA Customer Service Business Dimensions
Continuity Framework
PGMICHM/PRO/0001 POA Change Management Process _I Dimensions
(for CPs)
SVM/SDM/PRO/1184 POA Customer Service Change Dimensions
Management Process (for OCPs)
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Referen Dat Title Source
-MSV1.6 Managed Service Change (MSC) Café Vik
Process
SVM/SDM/SD/0004 Third Line Support Service: Service I Dimensions
Description
SVM/SDM/SD/0005 Application Support Service(Fourth Dimensions
Line)
CS/FSP/006 End to End Support Process, Dimensions
Operational Level Agreement
DEV/INF/LLD/0112 LST Test Services Dimensions
DEV/GEN/TEM/0009 Counter Support Risk Ma
Process :
C-MP 1.2 Fujitsu Services Café Vik
Process
SVM/SDM/STP/0001 Application, Servi Dimensions
offshore
Unless a specific version is referred to above, reference sI
0.5 Abbreviations
Abbreviation
ADSL
versions of the documi
Definiti
AP
ccD
CIT
cP
CcSsIP
improvement Plan
DVLA
iicle Licensing Agency
—M
GDC
HSD
Horizon Service Desk
‘Integrated Services Digital Network
Information Technology Infrastructure Library
GDC IT Support Group
KEL
Known Error Log (and support knowledge entries)
LAN Local Area Network
LST Live Support Testing
Msc Managed Service Change
NNM Network Node Manager
Peak POA proprietary call management system
PIT Post Office (Fujitsu) System Integration Team
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Abbreviation
Definition
PTF
Peak Targeting Forum
PVB Product Version Baseline
oDCc Off- Shore Delivery Centre
ocp Operational Change Proposal
OLA Operational Level Agreement
3Ls Software Support Centre (3LS)
3LS 3” Line support
4Ls 4 line support for HNGx
MOR Model Office Release
POA Post Office Account
RADIUS. Remote Authentication Dial In User Service
ROT Ref Data Team
SLA Service Level Agreement
SLT Service Level Target
SMC Service Management Centre
WAN Wide Area Network
0.6 Glossary
Term
Branch
Definition
For the purposs .
ire. For the avoidance of doubt, this excludes stand
nt “Branch” shall mean all Post Office Premises with
sustained as:
ult 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
4" Line Support Service
The 4LS provides Application Software Support to the HNGx Business Capabilities and Support
Facilities using appropriately trained operational staff.
The operational scope of the service covers:
resolution of known Software Incidents, which is classed as "fir:
"third line" support respectively, is described in the Contract
entitled “Service Desk Service: Service Description”
Management Service, Service Description” (SVM/SDM/S:
Service, Service Description” (SVM/SDM/SD/0004); ~
(b) Root cause analysis of Application Software pro!
(c) Programme support, the detail of which is set
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Service Principles
2.1 4LS Service Team
Host Online and
Batch Apps Data Apps
IWS, FIMS A & CI
I meses
The latest organisational chart can be found at
http://sites.cafevik.fs.fujitsu.com/sites/00672/Pr
1.1 Service Hours
The Application Support Service (Fi
internal to Fujitsu Services and is ai
09:00hrs to 17:00hrs Friday.
ig from the 3LS, Software related Incidents which cannot be resolved by the 3LS.
uch Incidents will have been originally logged by the Service Desk following a call from a
inch, or having been logged by the Systems Management Service, the Central Network
Service or the Data Centre Operations Service.
(b) Ensuring the internal Fujitsu Services Incident Management systems are updated with the
Incident resolution details prior to return to the 3LS_ together with the method of recreating
the problem;
(c) Ensuring that the known error log is updated with the detail of the resolution for that
incident.
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(d) Ensuring that any resolutions which are returned to 3LS have been tested and have been
correctly authorised in accordance with the Release Authorisation Process.
1.2.1 System Incident
The 4th Line team will assist 3° Line Support to resolve any system incidents in accordance with the
incident management process (as described in SVM/SDM/PRO/0018 and detailed in section 3.2 of this
document).
Allincidents must have been logged in Triole for service (TFS). It is the responsibility of HSD or SMC
to understand the severity and status of the incident - then the call is passed to Peak for 3L!
necessary. It is the responsibility of the 3LS to determine the status of the incident, whet!
further analysis in which case the analysis details will be logged in Peak.
‘itrequires
1.2.2 Major Incidents
Major incidents affecting the HNGx service delivery to Post Officé:Ltd
In the event of a major incident affecting the HNGX services,
accordance with the SVM/SDM/PRO/0001 and Fujitsu CPM31
communication is clear, concise and occurs quickly. For a defini
section 3 of SVM/SDM/PRO/001.
to ensure that all
jor, incident please refer to
The team will be required to provide updates on tl
actions and record information in the major,
incident.
As part of an on-going service assuran'
Major Incident and Post Incident Re'
Major incident affecting the
ision of the 4LS service from IND49 and should be raised by the
Applications Manager.
operational service targets that have been agreed with Service Operations to
ry of the service. The identified targets will be measured at 95% achievement
conditions and timeframes:
3LS will ensure that all incidents passed to 4LS will be transferred within half life for each of the identified
priorities and timescales defined below:
« APriority - 2 working days
e B Priority - 4 working days
« C Priority - 7 working days
¢ D Priority - 28 working days
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For example:
Priority “B” Incident
« Will be passed to 4LS within 2 days of receipt by 3 Line Support
« Anincident resolution, as agreed with 3LS, will be provided by 4LS within the overall 4 day 3LS
window.
It is essential that incidents are proactively managed and that regular updates are provided on Peak to
ensure that all parties are kept informed on progress to resolution. To achieve this, the following
guidelines are provided:
« A Priority —- ongoing review, incident update provided at least on:
e B Priority — review and update at least once every 2 workii
provide early warning for higher priority incidents.
3LS will ensure that any incident passed to 4LS will contain thi
incident that requires further root cause
operations.
All known errors
discussed at the’
ervice Targets applied to problem management and root cause analysis of resolved
igh Service Operations may determine a priority of a root cause based on service impact.
ill be determined on a case by case basis.
1.3.2 Business Impact Review
Prior to 3LS passing any resolved incident to 4LS for root cause analysis or code fixing, the peak will be
reviewed by Business Impact Forum to agree that a root cause analysis or a coded fix are required to
maintain the operational service. It is expected that BIF will ensure that a business impact statement is
provided on peak prior to the peak being passed to 4LS.
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1.3.3. Known Errors
In most cases 3LS will have raised an entry in the KEL identifying a “known error” following receipt of the
incident. Where 4LS identify a KEL has not been raised for a peak passed to 4LS for root cause
analysis, 4LS will raise a KEL as required and determined by the analysis.
Where a KEL has been previously raised by 3LS then 4LS will update the KEL based on the analysis and
further update the KEL where the root cause is identified
4LS will ensure that KEL information is communicated to 3LS who will approve that the
(KEL) has been appropriately updated and confirm the information is disseminated to the §
enable the resolution of similar Incidents;
1.4 Change Management
This section covers:
e Change Proposals for change that will affect the whole serv
e Managed Service Change (MSC) raised for operational chant
4LS teams
in infrastructure/operation in IND49).
4LS will follow the defined framework for Post Offi
PA/PRO/001) Change Proposals (CPs)
As part of the major release process 4LS te
activities identified during the planning of.
For operational changes (MSC) 4LS
Process on Café Vik) for operation:
infrastructure for the services.
For GDC support service ch
authorisation as required.by the
1.4.1. Change Proposals (CPs)
© proposed activities. Where there is ambiguity then the team will seek to
efore submitting their impact.
requested to implement urgent change proposals as part of a maintenance
the authorisation of the account's operations and programme management
lanaged Service Change (MSC)
4LS will create and impact MSCs (Managed Service Change Process on Café Vik) for operational changes
being carried out on the Post Office Account's infrastructure for the services (as described in 1 Service
Summary).
e No changes will be carried out without an approved MSC. Any changes related to an incident
should be authorised via MSC. Only if the change is extremely urgent and there is not enough
time for formal MSC approval should the MSC be raised retrospectively — this change would still
require authorisation from service operations.
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e No changes will be carried out that will cause an interruption of service.
e The change originator is responsible for ensuring that the change is completed in accordance to
best working practices and operational standards. Appropriate levels of implementation,
communication, regression and test planning must be completed.
e Team members may be required to support MSCs raised by other teams.
e Following the successful completion of an MSC, the team will update any localised working
instructions and documentation to ensure the detail reflects the service being provided.
1.5 Configuration Management
work with other teams to gain a good working knowledge of e:
delivery of services to the Post Office Account.
ucture underpins the
he 4LS service.
Changes to the configuration of lardware configurations across the
Support Infrastructure.
* Backup Schedule. ;
1.6 Release Management
the e
The team will support the Rt
planned releases. All new
agree prioritisation:
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2 4LS External Interfaces and Service Commitment
The following sections define the interfaces to parties external to the 4LS Application Service and the
commitments between the parties in delivery of the service.
2.1 3LS Commitment in support of 4LS
Commitment Measurement/Metric
To ensure that all incidents or problems passed to I No incidents or problems.are
4LS are logged on a call management system I with 4LS that are not first
(currently Peak)
To “filter” all incidents for which the problem is I No incidents _ pa: are
already known to the support community and for I subsequently:identi
which a resolution is already known or has been .
generated. This includes problems for which a
resolution is known to 3LS but not yet incorporated
into the known deficiencies register available to
HSD/IMT/SMC.
was known to 4LS, but
passed to 3LS in the
To retain in the Peak system, under the 3LS “stack”
duplicate incidents - i.e. incidents which ai
repetitions of an incident which has already be:
passed to 4LS, and to ensure that
resolved incident is received by 3LS, th
incident records in peak are closed. Under norma
circumstances, where a_ duplicate.
identified by 3LS, this will be report
HSD/IMT/SMC and closed ag a dup!
‘on Peak. .
d.incidents passed to 4LS unless no
ntaining the PEAK number i.e. the
nt could not have been found.
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To ensure that the correct evidence for any incident
or problem is collected prior to the incident or
problem record in peak being passed to 4LS for
investigation. This should also contain the method
to recreate the incident or problem.
No incidents or problems rejected by 4LS on the
basis that the evidence was _ inadequate.
Specifically excluded from this measure are
instances where, although the evidence was
inadequate, 4LS had not indicated to 3LS that the
evidence that would be required for such an
incident. E.g. In a KEL or support guide.
To ensure that any incident which requires
investigation by 4LS is assigned to the correct
Peak team dependent on the specific product in
which the incident has occurred.
No calls misrouted because - incorrect
assignment by 3LS
To ensure that any incidents passed to 4LS units
are passed in a timely manner. The timings will
vary according to the total time allowed for
resolution of the incident in the contract between
Fujitsu Services Post Office Account and the
customer. These timings will therefore be
dependant on the priority of the incident, with (for
example) less time allowed for an “A” priority call
than will be permitted for a “C” priority.
Incidents are passed..wit
section 2.2.3
specified in
To ensure that the priority of any incident
assessed and recorded correctly
i passed to 4LS whose priority does
conform to the specification defined in
DM/PRO/0875.
To “filter” all incidents and problet
anticipated resolution or root caus:
the following -
lo incidents or problems passed from 3LS to 4LS
inits to be subsequently resolved or root cause as
inything other than software, documentation or
design issues.
No cases identified by 4LS staff of inadequate
diagnosis by 3LS
detail olution for these incidents (where
known), anc llow access to this register to 4LS.
units so that they can enter details of resolutions or
root cause identified within their area
“Known error” record to be created and populated
by 3LS with access provided to all of the support
community.
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2.2 4LS Commitments to 3LS
Commitment
Measurement/Metric
To ensure that any incidents or problems so
received are maintained on the call management
system used by Fujitsu Services RMG BU (Peak).
No cases of lack of updates on incidents or
problems on Peak.
e Priority A and B updated dai
e Priority C and D upd
To ensure that the incident reported is correctly
resolved and the resolution recorded on the Peak
system and the incident and resolution passed
back to 3LS.
No cases of incidents® be
agreement on resolution, witho!
resolution recorded sak
To ensure that 3LS is made aware of the evidence
requirements for any form of incident. This will be
documented by the 3LS and maintained in
accordance with the 3LS commitments to
HSD/IMT/SMC . N.B, 4LS are also obliged to raise
KELs or documents in this instance.
To enter resolution information into the known error
register maintained by the 3LS.
jicy to arise between the known
lutions for incidents and problems and those,
re documented, on the known error log.
Providing the 3LS with documentation
relating to new Releases in sufficie
the 3LS to become familiar with the n
service prior to its Relea$e i
Infrastructure or HNG-X» Ce
environments. This d
form of a “support
Working Docume
Process
3LS to be supplied with such documentation for
ny release at least 3 weeks prior to release to live
for that product release, and preferably as a
continual process during the course of
development.
All source code for a release to be made available
to the 3LS prior to the Release of that product
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2.3 Operations Reference Data Team Commitment to 4LS
Commitment
Measurement/Metric
Operations Reference Data Team are responsible
for ensuring that the 4LS development systems are
kept up to and in the same state as the live service
Updates available and implemented on support
services as required
RDT will provide an automated delivery mechanism
for files to be transferred to the 4LS RDMC.
workstation in Bra01. This uses processes to clone
the release state of live data onto the 4LS RDMC.
(Similar to the existing process for LST)
Automated delivery mechanism
operational
4LS must provide evidence that the data update
has been completed successfully and confirm this
with Reference Data before proceeding
Communication p
agreed and lace
The data reference operations team is now part of 3LS.
2.4 Agreement between POA
Commitment
4LS are responsible for providing POA
and for providing evidence of each m
having been carried out
POA Operations and Ry
evidence and feedihg ba
from process or @
Problem Managers and PTF review peaks as
required
slease Management
fal to supply any code fix (via PEAK
or an email confirmation)
e Updates to the relevant PEAK, detailing
the incident resolution or root cause code
fix that has been made (in sufficient detail
to identify the detail of how the customer
service incident is resolved or code
changes provide root cause solution, to
facilitate easy solution review)
Peak updated as appropriate for the incident or
problem resolution
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e Evidence of successful unit testing (having
created and run appropriate unit tests
and/or automated tests) (test scripts and
results supplied)
e Evidence of successful CIT testing
(successful test results produced)
e Evidence of any necessary changes to the
Support Guide (updated support guide
produced)
e Updates to KELs, if appropriate
(confirmation of KEL updates produced)
2.5 Commitments between Live Su
Commitment Measurement/Metric
Live Support Testing (LST) provides the testi NA
service as part of the release managemet!
process. Further details on LST can be four
LST service description DEV/INF/LLD/
Dimensions
LST will interact with 4LS in the ev
problems/issues arise in the testing
release in which case a defect would
Peak and passed into 4LS
Communication plan agreed and in place between
ST and 4LS. Peak updated as required
Communication plan agreed and in place between
LST and 4LS. Peak updated as required
on delivery of a test Issues requiring arbitration escalated to the
lease will be managed appropriate management level.
2.6 4LS Internal Interfaces
The interfaces for teams internal to 4LS are defined in Appendix B
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3 ALS Development Systems Availability
management.
4LS will assist the POA Applications Service Manager by ensuring that the 4LS service provided supports
the service level targets underpinning the HNGX contract and will notify the POA Application Service
Manager of specific issues in aspects of the 4LS service being managed by 4LS.
Development systems availability refers to both onshore and offshore support envi
or process specifically relates to either offshore or onshore services, then that will
the appropriate text. :
4LS teams will recommend appropriate service improvement through csi
ALS service.
As part of the 4LS service, ongoing support for the 4LS development i
This ongoing support shall include the key elements as defin
3.1 Capacity Management
4LS will ensure adequate controls are in place t
Development services (scope as described in Set
4LS GDC services will implement a sim
servers in IND49 to ensure that servet
the standard server monitoring activi
3.3 Security Management
The 4LS teams will be responsible for working within the framework provided by the account in relation to
the Confidentiality, Integrity and Availability of the services (as described in 1.0 Service Summary) and
will adhere to security policies defined by the account and Corporate Infrastructure Services and the POA
security policy.
The GDC provided 4LS support infrastructure is a shared space environment, providing a number of
shared services including user Anti Virus, Active Directory, Email and printing.
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To meet Post Office security requirements the 4LS GDC Support environment will be physically separate
environments.
The Developer users in the 4LS GDC Support environment will be members of the GDC domain, and will
use the existing domain controllers and exchange servers for authentication and email traffic. PGP.
encryption has been identified as a requirement to encrypt any confidential data sent via email. Two
instances of PGP will be deployed within the environment in the 4LS GDC Support environment on
relevant Administrator/Managers desktops. If at that point the 4LS support team need to send any
confidential documentation, this will need to be packaged up using the PGP desktop software to be a self
secure 4LS LAN a dedicated Print Server will be provided.
The RED Hat and Solaris servers in the environment will not integrate with eit!
directories or any other LDAP server for authentication or access control. Conseqt
and groups will be local ones.
the 4LS GDC network will be restricted to the reference data t
access will be allowed to named sites from the GDC 4LS LAN.
The internet VPN for backup of the main MPLS WAI
shared key issued and communicated by Fujitsu Se
company engineers on phone.
ity parameters, with the
plementation team to the partner
4 Documentation
4LS will be responsible for the mainténance and mani
infrastructure documentation and will
of the service and the level and type
jement of local working instructions and support
ing associated activities as required by the area
jp and Recovery Procedures provided by the account detailing recovery
ments for each application stream.
All documentation supporting the management of the respective onshore or offshore
Infrastructure must be currently aligned to operational requirements within the live estate.
e Support Agreements and appropriate contact details of those respective parties
e Any documentation supporting the management of the respective applications must be
currently aligned to operational requirements within the live estate.
e 4LS GDC will provide an Access Control list produced monthly for sign off by POA Security.
e Both offshore and onshore 4LS are responsible for maintaining the design documentation
associated with the relevant offshore or onshore provided 4LS service.
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5 4LS Service Governance
5.1 Financial Management
4LS will use SST for the purposes of timesheet logging for all support activities.
5.2 Service Reviews/Service Reporting
POA Applications Service Manager will perform a service review at prescribed inte
review performance against the OLA and the overall service being delivered by’
im to
For the 4LS GDC service, the GDC Service Delivery Manager will prepar
advance of the service review. This will cover service performance and di
and updates to the service on-going.
The POA Applications Service Manager will feedback to the GDC 4LS*
review.
Monthly Service level report
o Percentage servi
targets in servi
nuous Service Improvement Plans
ance for the GDC 4LS service is described in SVM/SDM/STP/0001 Application
e) offshore service governance.
Service
Services (4th
5.3 Service Improvements
The 4LS will provide suggestions to improve the quality of the service and reduce operational costs to
POA. Any proposed improvements will be reviewed for CSIP activities in line with the POA standard
governance process.
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Successful CSIP activities will be raised as CPs or MSC's depending on their scope and complexity. 4LS
may be required to participate in these changes.
In addition, 4LS team members may be required to attend meetings to work on developing new
ideas in areas of high customer visibility.
5.4 Risk
and provide appropriate input when required to maintain the risk register using
Practice’ Risk Management practices.
The risk register will be reviewed regularly as part of the monthly service ri
Application Service Manager will own the risk register.
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Appendix A - 4LS Applications
Counter/BAL
BAC
BAD
BNK
CSM
1OP
Peripherals
Postal Services
RDM
suc
ul
BAL/OSR
Data Center Host Appl
Host Reference Data
RDDS
RDMC
Host
Branch Database
Audit
Audit Server
Audit Workstation
Agent
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Web Agents
Banking Agents
Crypto
KMNG Server/Workstation
FTMS
cbG
SRG
EDG Local/Remote
Tip Local/Remote
Branch Connectivity:
Branch Router
Dxc
NTP (Time Synch)
GPL/COTS Products:
VPN
EST
Counter
CNIM
Radius
BCMS
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Appendix B — 4LS Internal Interfaces
Commitments between Integration Team and 4LS Teams
4LS Team commitments to Integration
) To inform Integration well in advance of a delivery of a release so that the
The timing is dependant on the nature of the release but should be at le:
scheduled release.
an plan it in.
weeks for a
b) To give Integration an initial idea of the number of baselines in thi
C) To ensure that a Release Note is delivered prior to a delivery s
dependencies.
all RVB's and any
d) To deliver all software into PVCS or Dimensions “
convention.
) To ensure that all package handover notes gi
instructions (e.g. files / folders to delete, directory
f) To work with the Integration team during:
Integration Team commitments to 4LS
Q) To raise calls for any software delive:
it: Key commitment of 4LS to audit is to ensure that messages between Counter and BAL
and other 4LS teams are controlled for Audit purposes. These messages are tracked and
therefore it is essential that they don't change without prior agreement and coordination with the
Audit team.
e Host Reference Data Team: 4LS and Host Ref data must pre approve any reference data
changes before they are packaged into a release.
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e Host Database Team: The Host Database team will have the commitment to deploy database
patches onto the CIT RIG, whilst maintaining a patch register and being responsible for archiving
and DBA activity on the CIT RIG.
e GDC 4LS Rig runners will pick up any changes to Agent with updates from the HOST team
provided via Dimensions
e Where required 4LS teams will liaise with Estate Management teams as determined through
maintenance operations.
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Appendix C — 4LS Development Infrastructure
Support
Operating system configuration
4LS will implement:
Any Goldbrick standards
Swap file and dump file configuration
Operating System parameters and settings for individual system components
RAID settings
System configuration policies
Hardware and Event Monitoring
necessary, to resolve a problem that is related to the Supported
by the third party's engineers.
Third party management
4LS will manage any third party involvement in th
and escalating them to the third parties. S' A
This will include raising Incidents
ensure that any changes that third
of both the HNGx service and Fujitsu.
hiving Application Data where there is an agreed instruction from the Customer
lor to do so
ly up any system log files, ensuring that the file system thresholds are kept to
able level. 4LS will add crontab entries to the relevant UNIX administration accounts to
Problem diagnosis and resolution
4LS will endeavour to diagnose and resolve any Incidents related to the 4LS development environments
raised by other support units, the customer or by the EM.
The resolution may take the form of:
« Provision of a known repair
e Escalation to third party if the Incident has not been raised before
e Circumvention of the problem until such time as a permanent solution is available
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Backup and restore
4LS will conduct regular backup and recovery activities of its underpinning data repositories and server
environments that are used to deliver the 4LS service.
e Ensure the successful completion of backups and respond to backup failures raised through the
monitoring systems raising appropriate incident calls
e Recover data from the most recent backup set in the event of data loss.
«Test the successful restoration of backups at regular intervals where the 3 ided a
suitable test environment to carry out this activity
Operating system patch management
4LS will maintain the operating system at the patch level in act
management policy .
Anti-virus software maintenance
4LS will maintain anti-virus software on the Supp
Capacity monitoring
4LS will proactively monitor the Capacit
before they become critical and affect the
raise an appropriate Request for C!
any problem areas be identified.
Service. A summan
POA Applications:
4LS GDC will sponsible for the management of 4LS GDC firewalls. The firewall will be housed within
the facility of GDC, currently in India at Bangalore and will be confined within the secured GDC POA-4LS
server room. The IT Support group, in collaboration with GDC management for POA & 4LS will assign a
team specifically to cater towards this service.
Key responsibilities include:
1.Monitoring & Reporting of Firewall
o Monitoring of availability
* Configuring through SNMP
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* Monitoring through Orion (Solar winds)
Setting up of SYSLOG server
Capturing of the Log for any investigation purpose
Update to POA team any anomalies that are found
Monthly report for availability
0000
2.Patch management (vendor —released patch)
o Evaluating the patch
co Testing of the patches
o Implementation of the patches
3.Backup
The support will include backing up of configuration files/data on the firew:
4LS Counter build
Full counter rebuilds will be required from time to time on HN!
that Red Pike is removed from the build before it is sent out
Essentially, the process is that encryption is swi
removed.
<START>
EncryptionOnStartup=1
By
EncryptionOnSend=IDEA
KeyEncryption1=IDEA
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EncryptionOnStartup=0
Step 2 Sign Policy File
From Command line;
Svpntstn function 2 then 0 then 99
Step 3 on Counter deregister RedPike
From Command Line;
gssetn -unregister US1
gssetn -register IDE
Step 4 Reboot
VPNADMIN-> Info
Observe that list of installed algorithms does not include USER
Also that it includes IDEA CBC
Step 5 Remove Red Pike Objec
in security event log
m (LST) are responsible for applying the Red Pike removal process to any
pping it via CD to the 4LS GDC Service Delivery Manager. 4LS GDC RIG
plete the build
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