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Document Title: POLSAP Hosting Service, Service Description
Document Reference: SVM/SDM/SD/2191
Release: POLSAP
Abstract: Describes the POLSAP Hosting Service
Document Status: WITHDRAWN
Author & Dept: Andrew Hemingway (Matthew Lenton)
External Distribution: As Approver and Reviewer lists
Security Risk YES, security risks have sed, see section 0.9 for details.
Assessment Confirmed
Dionne Harvey we See Dimensions for record
See Dimensions for record
Alex Kemp
See POA Reviewers/Approvers Mai 1/000 1) for guidance on who should approve.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL
0.1 Table of Contents
0.2 Document History
0.3 Review Details .
0.4 Associated Documents (Internal & External)
0.5 Abbreviations
0.6 Glossary...
0.7. Changes Expected ..
0.8 Accuracy...
0.9 Security Risk Assessment.
1 SERVICE SUMMARY
2 POLSAP HOSTING. ...........06
2.
Service Defi
Key Activities .
Service Boundarie:
Capacity management
Managed Service Change ..
Service Management.....
NNNNN>
aro o
2.2.1 The Service Management
The Systems Management
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0.2 Document History
Only integer versions are authorised for development.
Version No. I Date Summary of Changes and Reason for Issue Associated Change
CPICCNIPEAK
Reference
0.1 25/1/14 Document created CCN1400
1.0 13-May-2014 I Approval version
14 27-Jan-2015 Extension of POLSAP Hosting Service beyond 31st March CCN141
2015 “
1.2 06-Sep-2016 I Introduced, due to the termination of the POLSAP Applicat
Support Service on the 5" October 2016. This service
description comes into effect on 5" October 2016.
13 03-Oct-2016 Inclusion of Open Text and Oracle licenses and suI
service description comes into effect on 5" October
14 03-Oct-2016 I Fujitsu internal drafting changes 1609a
1.5 03-Oct-2016 Fujitsu internal drafting changes. This service des« CCN1609a
‘comes into effect on 5" October 201
2.0 28-MAR-2017 I Approved on approval of CCN1609¢ CCN1609d
24 07-Jul-2017 CCN1620¢
3.0 25-Aug-2017 I Approval version
34 46-Jul-2018 Matthew Lenton LSAP Hosting Service from I CCN1633a
on 31-Dec-2018.
3.2 23-Jul-2018
40 27-Jul-2018
01-Oct-2019 CCN1655,
include additional reviewers if necessary, but you should generally not exclude any of the mandatory reviewers
shown in the 61, the documeht type you are authoring.
Name
Infrastructure Delivery Manager Andrew Hemingway
Commercial Manager Helen Venters
SSC (for Configuration Management) Steve Parker; SSC Duty Manager
Service Architect Phil Boardman
POL Head of IT Contract Management Dionne Harvey
Atos Service Manager Bethan Jones
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Name
Post Office Account Commercial Post Office Account Commercial Mailbox
Security Architect Dave Haywood
Application Development Manager Graham Allen
Business Continuity Almizan Khan
Fujitsu Solution Owner As appropriate and if relevant for current change
Network Operations Manager Chris Harrison
Systems Mgt & Global Cloud Jerry Acton
Senior Operations Manager Alex Kemp
Quality and Compliance Bill Membery
Application Lead SDM, Risk and Service Introduction Yannis Symvoulidis
ciso Stephen.Godtrey¢
Document Manager Matthew Lenton
Senior Service Delivery Manager Steve Bansal
Operational Change/Release Management ‘Alan Wright
POL Interim Vendor Manager Jeff Lewis I
POL Head of IT Service - Back Office
(*) = Reviewers that returned comments
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role
0.4 Associated Documents (Internal & External)
arto the latest approved version in Dimensions; only refer to a
specific version if necessary.
Reference Version Date Title Source
‘I See note above POA Generic Document Template Dimensions
POA Document Reviewers/Approvers I Dimensions
Role Matrix
POA Operations Incident
Management Procedure
SVM/SDM/SD/0003 Data Centre Operations Service,
Service Description
SVM/ISDM/SD/0004 Third Line Support Service, Service
Description
SVM/SDM/SD/0006 Systems Management Service,
Service Description
SVM/SDM/SD/0007 Service Management Service,
Service Description
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Reference Date Title Source
SVM/SDM/SD/0011 Branch Network Service, Service
Description
SVM/SDM/SD/0012 Central Network Service, Service
Description
SVM/SDM/SD/0013 Reference Data Service, Service
Description
SVM/SDM/SD/0014 Operational Business Change
(Branch Change) Service, Service
Description
SVM/SDM/SD/0016 Management Information Servit
Service Description
SVM/SDM/SD/0017 Security Management Servi
Service Description...
SVM/SDMISIP/0001 HNG-X Business Ct
Framework
SVM/SDM/PRO/0001
SVM/SDM/OLA/0872
0.5 Abbreviations
Abbreviation Definition
BC Business, Col
DR
IPsec
ITIL
MSC
POLSAP
Definition
Means the platform used to host the SAP Software instance known as PLD, including
PLD itself
Production SAP System Means the platform used to host the SAP Software instance known as PLP, including
PLP itself
QA/Test SAP System Means the platform used to host the SAP Software instances known as PLQ, and
PLE, including PLQ and PLE themselves
SAP System The QA/Test SAP System, the Development SAP System and the Production SAP
System
0.7 Changes Expected
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nn
0.8 Accuracy
Not applicable.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating spe
document.
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1 Service Summary
1.1 The POLSAP Hosting Service is responsible for the provision of hosting for the POLSAP
environment, which includes, for example; servers and storage within the Fujitsu Services IRE11 and
IRE19 Data Centre environments.
1.2 The primary elements of the POLSAP Hosting Service cover the day to day
operational control of the Data Centre environments located in the live Data Centre’
Recovery (DR) Data Centre.
1.3 Operational staff will be appropriately trained to carry out the POLSAI
which includes monitoring capability within each of the respective Data.Cent
1.4 The POLSAP Hosting Service provides on-site operational si
interruptions to the POLSAP Service provided by Fujitsu S«
1.5 Changes to the Data Centre environments shall be made
accordance with Fujitsu Services' corporate workifig pra
impacting the live service and in
s and operational standards. No
an approved change record. The
operational hours of the POLSAP Hosting 2:00 Monday to Friday, excluding
bank holidays.
ith the security management standards and
1.6 The POLSAP Hosting Service sh
r within the Contract Controlled Document (CCD)
policies and follow approved
‘DR mode with the DR Data Centre being used for testing.
e communications in and out of the building) is, in its own right, fully
ive / active across the data centres. Business Continuity testing is
intervals, as detailed in the Working Document entitled: “HNG-X Business
\VM/SDM/SIP/0001).
Hof and Kronberg. In addition, the POLSAP Hosting Service utilises shared network
lelivered by the "Central Network Service" as detailed in SVM/SDM/SD/0012.
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2 POLSAP Hosting
2.1 Service Definition
2.1.1 Key Activities
2.1.1.1 Access control
the Data
The POLSAP Hosting Service will conform to the controls and procedures around acces:
jc cription”
Centre environments as defined in the CCD entitled: “Security Management Servic
(SVM/SDM/SD/0017).
2.1.1.2 Incident Management
Incidents will be recognised from the following sources:
« From POLSAP Users, via the Post Office Service Inte:
e From the Next Supplier's (Accenture's) appli
Service Integrator's support desk
« Raised as a result of automatic alerts fromthe
defined in 2.1.2.1 below.
Post Office Service Integrator shall be responsibl
Post Office Service Integrator will pass
infrastructure problem in the POLSAP hosti
management process
Management Procedt
Centre Operations Service, Service Description (SVM/SDM/SD/0003).
ujitsu Services shall implement the maintenance schedule as a series of MSC's
throughout the year. The maintenance schedule shall be reasonably flexible to
accommodate any Hardware that requires additional maintenance activities to be
undertaken, as identified by the specific Fujitsu Services Hardware supplier.
2.1.1.4 Configuration Management
The POLSAP Hosting Service will be responsible for maintaining information regarding:
e data cabling and relationships between equipment;
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* power cabling and relationships between equipment;
* rack locations;
e — on-site equipment
e Documentation — e.g. site access forms & delivery notes.
2.1.2 Service Boundaries
The Service Boundaries are depicted in Figure 1, below.
The end users’ access to POLSAP is via the Royal Mail SAP E-Portal, which is pi
environment.
Accenture, as the Next Supplier of services previously provided as the PO!
Service, shall provide administration of and support for the POLSAP software.
Server Operating System
POL/SISD
{and CSC) “
User Management
Accenture
Database Configuration Application
Interfaces
4 Technical
Database Server Software e2 Interfaces
£3
aE
as
Server Operating System I 3
Fujitsu a
Server Hardware
SAN
Figure 1; PO!
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2.1.2.1. The POLSAP Solution
Figure 2, below, outlines the POLSAP application solution, detailing those systems comprising the
POLSAP Central Infrastructure hosted and supported by the POLSAP Hosting Service:
,
~--- ~/ \ Ive
SAP RI3 SAP XI OpenText PX! OpenText
PLP cap ex , (IXOS) (DEV) — (IXOS)
ution DX!
Manager
PLM
Data Data
Backup Backup
Archive Archive
Figure 2: POLSAP Central Infras!
2.1.2.2 Network Link
It is note he network IPsec VPN's to Accenture are configured over the shared Post Office internet
circuit. This internet circuit is currently specified at 10Mbps and any use of this circuit beyond existing
capacity resulting in present services being impacted would mean the need to upgrade the circuit or
isolate traffic to restore access to existing services.
2.1.4 Managed Service Change
The POLSAP Hosting Service will create and/or impact Managed Service Change MSC's for operational
changes in accordance with section 2.1.6 of the CCD entitled: “Service Management Service, Service
Description” (SVM/SDM/SD/0007), however for avoidance of doubt the resource associated of
performing such obligation are included in POLSAP Hosting Service.
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2.1.5 Service Management
2.1.5.1 Management of the POLSAP Hosting environment
To ensure the number of hardware failures is kept to a minimum thereby containing risk to both Post
Office and Fujitsu Services, Fujitsu Services shall:
1. Continually monitor the state of repair of the installed Hardware within the POLSAP
Hosting environment and pro-actively manage the introduction of replacement parts in
the appropriate circumstances; and;
2. Continually monitor the performance of the Hardware within the P'
environment and pro-actively log and assist in the resolution of. any d
performance of such hardware.
It is acknowledged that certain components within the POLSAP Hosting Servi
support lifecycle after 1st April 2016. Refer to CCN1512c (Extensio
POLSAP Applications Support Service beyond 31st March 2016), CCN1
from Midnight on 31st March 2017 to 31st March 2018), and CCN1633a
Service &
ing Service
ting Service from
: ‘dware components within
. NB: In relation to Bladeframe 400
spares, the CT1848 (Risk and Resilience Progr @ useable spares, and Fujitsu will
make reasonable efforts to utilise these spares wi
Refer to CCN1512c (Extension of POL:
beyond 31st March 2016), CCN1620:
34st March 2018), and CCN1633a
on 31st December 2018) for furthe
components. In the event
31st December 2018, thet
that component(s) require replacement during the period to
susing the Change Control Procedure. The Charge for the
accordance wi h the Service Management Service described in the CCD entitled: “Service Management
Service, Service Description” (SVM/SDM/SD/0007).
2.1.5.5 Supplier Management
The POLSAP Hosting Service will be responsible for managing all third party suppliers utilised in the
support of the POLSAP Hosting service. These activities include:
e defining the services that the supplier delivers;
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* negotiating with the supplier;
e — establishing a contract with the supplier;
monitoring the performance of the supplier;
e performing regular supplier reviews including service initiative reviews;
managing problems related to the supplier; and
e Managing changes related to the supplier.
2.1.5.6 Provision of Licence Support
In producing CCN1609a (Termination of the POLSAP Applications Support Servic
been asked by Post Office to retain ownership of the Open Text licenses and Orac
October 2016 until 31st March 2017 and as further extended in CCN1620c (POLS;
from Midnight on 31st March 2017 to 31st March 2018), and CCN1633a
Midnight on 31st March 2018 to 23:59 on 31st December 2018). Details
set out in Attachment 2 to CCN1609a (“Open Text Sub-Contract”).
Sub-Contract, Open Text will be granting Fujitsu Services the right to
(Accenture) to use the software specified in Exhibit I to the Open Text
operators and installations specified in exhibit I to the Open
named user licences and not concurrent user licences. The Chi
Sub-Contract until 31t March 2018 is set out in parag
mitted parties”
ct for the number of
whereas the licences are
tention of the Open Text
CCN1620c (POLSAP Hosting Service from Midni !
CCN1633a (POLSAP Hosting Service from.Midnigh'
2018) previously used as part of the POLSAP Applic
ice and Fujitsu Services to the scope or availability of the POLSAP
Operational Services will be agreed in accordance with the
ion describes the interfaces with other Operational Services as
Any changes agreed bi
Hosting Service a
Change Control Pt
ee ‘Service Management Service: Service Description’ (SVM/SDM/SD/0007)).
Systems Management Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Systems
Management Service (see ‘Systems Management Service: Service Description’ (SVM/SDM/SD/0006).
2.2.3. The Central Network Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Central Network
Service (see ‘Central Network Service: Service Description’ (SVM/SDM/SD/0012)). The POLSAP Hosting
service uses shared components also used by the Central Network service, thus the provision of the
POLSAP hosting service is dependent on the Central Network Service being delivered by Fujitsu.
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2.2.4 The Branch Network Service
Any changes to the scope of the POLSAP Hosting Service may result in changes to the Branch Network
Service (see ‘Branch Network: Service Description’ (SVM/SDM/SD/001 1)).
2.2.5 The Management Information Service
The Management Information Service may request data to support MIS Reports delivered internally
within Fujitsu Services or to Post Office. If the scope of the Data Centre Operations Service changed this
may result in changes to the ‘Management Information Service: Servic Description’
(SVM/SDM/SD/0016)).
2.2.6 The Reference Data Management Service
Any changes to the scope of the POLSAP Hosting Service may result in chang
Service (see ‘Reference Data Management Service: Service Description’
If the scope of the POLSAP Hosting Service changed, any alternative
take over this role.
2.2.7. The Operational Business Chang
Any changes to the scope of the POLSAP Hosting Service
Description’ (SVM/SDM/SD/0014)).
2.2.8 The Third Line Support S
Any changes to the scope of POLSAP
Service (see ‘Horizon Online 3m
(SVM/SDM/SD/0004)).
Support Service: Service Description’
levels of security are
Operations Servic
Management Servic
f systems access. Any changes to the scope of the Data Centre
anges to the Security Management Service (see ‘Security
‘see ‘Data Centre Operations Service: Service Description’ (SVM/SDM/SD/0003)).
service uses shared components also used by the Data Centre operations service,
2.3 Service Levels
There are no service levels associated with the POLSAP Hosting Service.
2.4 Obligations
2.4.1 PCI
There are no PCI platform types within the POLSAP Hosting Service
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2.4.2. Post Office Dependencies and Responsibilities
Post Office responsibilities are as set out in Schedule A5 of the Agreement.
Post Office will procure that its Next Supplier, Accenture, complies with the terms of the Open Text Sub-
Contract, which is set out in Attachment 2 to CCN1609a.
2.5 Business Continuity
There are no business continuity obligations as part of the POLSAP Hosting Service
2.5.1 Testing
The DR Data Centre has two functions, namely for business continuity/DR purpost 5
‘entre fail-over
ss hours, i.e.
test. BC and DR tests will be done at an agreed time with POL ot
evenings and weekends and there may well charges associated to ci
Whenever such Data Centre business continuity, DR testing an
place, the DR Data Centre will not be available for Release testing. It
application administrators to perform the actions that need t
POLSAP application during DR test.
in order to fail over the
2.5.2 Frequency
Fujitsu Services will carry out minimum of one e (1) operational test per calendar
uch tests with Post Office, such
carried out in accordance with the
‘this POLSAP Hosting Service, Service Description,
is the delivery of the POLSAP Hosting Service. Should
any elements of the PO! ee. be changed following agreement with Post Office, Fujitsu
Services will ensure
changes agreed.
Document Title
POLSAP Hosting Service Working Document (Operational
Level Agreement)
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