POL00337591
POL00337591
Post Office Limited - Document Classification: INTERNAL
Post Office IT
Major Incident Management Standard
Operating Procedure (Version 1.1)
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[Title]
Table of Contents
Document Ownership.
Document Control
Document Review.
Document Purpose
1
2
3
4
5 Audience...
6
7 Glossary ..
8 Responsible Parties.
9 Operating Procedure
10 Metrics...
11 Quality ...
Post Office Limited - Document Classification: INTERNAL
1 Document Ownership
Document Owner
Paul Smith (Post Office Ltd)
Major Incident and Problem Lead
Document Author Paul Smith (Post Office) Major Incident and Problem Lead
Mark Nash (Post Office)
GeaMiEE POET Director of Enterprise Service Operations
Document Version Version 1.1
Last Updated 24/07/2023
2 Document Control
Version Number Author Changes Made Date Completed
Draft V0.1 Paul Smith — Major Incident Initial Draft Completed I 12/07/2023
and Problem Lead
V1.0 Paul Smith — Major Incident V1.0 sign off complete I 20/07/2023
and Problem Lead
V1. Paul Smith — Major Incident V1.1 in line with review I 24/07/2023
and Problem Lead by Carla Moulds
3 Document Review
Version Reviewer Date Completed
Number
Draft V0.1 Andrew Storey — Major Incident Manager 13/07/2023
Draft V0.1 Mark Nash - Director of Enterprise Service Operations 19/07/2023
Draft V1.1 Carla Moulds - Head of Service Desk 24/07/2023
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POL00337591
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Post Office Limited - Document Classification: INTERNAL
4 Document Purpose
The purpose of this document is to define the standard operating procedures undertaken both in and out of
hours to manage the Major Incident Management service, providing guidance to operators of the process and
enables process confirmation steps.
5 Audience
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The operating procedure applies to all permanent and temporary staff, Contractors, Suppliers, Vendors and
anyone with access to, or responsibility for Post Office IT services who are responsible for the administration,
management or input into the Major Incident Management process.
6 Scope
This operating procedure applies only to the Major Incident Management process operated by Post Office Ltd.
7 Glossary
Term
Meaning
ITDSD
IT Digital Service Desk (IT Helpline)
Resolver Matrix
Details of suppliers and escalation points for all IT services
Service Now (SNow)
Post Office Service Management Toolset
Branch A Post Office retail outlet/shop
Colleague A member of Post Office Ltd back-office administration function
Client An entity whom Post Office provides services to
Supplier An entity who provides services to Post Office
Major Incident
A Priority1 or Priority 2 technical incident of major impact
Incident Bridge
A live troubleshooting call including key stakeholders and resolvers
IT Command and
Control
Teams Chat Channel where updates relating to Major Incidents are
provided to internal stakeholders both within and outside of IT
Command and Control
Teams Chat Channel where updates relating to Major Incidents are
provided to internal stakeholders within Post Office IT
MBS
Message Broadcast Service for branches — Appears on Horizon
MIM Workbench
Major Incident Workbench — Part of the Service Now Major Incident
module where outages are recorded and comms drafted and sent
Branch Hub Web based repository of information for branches
Colleague Portal Self service IT support portal for colleagues
BSC Branch Support Centre (Branch business helpline)
IVR Interactive Voice Response
MIR Major Incident Review document holding details of the incident, fix and
ongoing actions to be progressed through Problem Management
MBS Message Broadcast Service (Also known as MEMOVIEW)
BPT Business Protection Team
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Post Office Limited - Document Classification: INTERNAL
8 Responsible Parties
Job Role Responsibility
Major Incident Manager Accept or reject Major Incidents, maintenance of Incident
tickets, provision of communications, chair and owner of all
Major Incident bridges
OOH Major Incident Manager I Accept or reject Major Incidents, maintenance of Incident
tickets, provision of communications, chair and owner of all
Major Incident bridges
Branch Operations Responsible for giving the branch view of a major incident and
Engagement Team accountable for the provision of outward facing communications
to branches.
Communications Team Responsible for the provision of an MBS to branches.
IT Digital Service Desk Provides IVR messages during operational hours and feedback
Member on the direct effect of a Major Incident on call volumes
Gold Supplier Asupplier of major infrastructure services. Fujitsu, Verizon,
Accenture, DXC — Responsible for raising Major Incidents directly
in SNow; they will also be a key resolving group and responsible
for provision of fixes for incidents within their domain, provision
of an RCA and Problem Management services.
Other Supplier All other suppliers of services to Post Office. No access to
Service Now, will call through any Major Incident seen. Not all
will have Problem Management services available and not all are
contractually bound to provide an RCA
Client An business paying for Post Office branch services. When
impacts on their services are seen, they will raise a Major
Incident by phone.
Escalation Manager Responsible for providing support around supplier engagement,
and where applicable, make decisions on emergency changes
were risk is perceived.
Business Protection Team To engage with senior stakeholders/General Executive/Board
(BPT) Members to allow strategic decisions, communication and
actions to happen. Done via a secondary bridge call hosted by
the Business Continuity Team
9 Operating Procedure
Step Action Activity
Es In hours Major Incident * Check resolver file Resolver Matrix Final v3.xlsx for
candidate proposed by ITDSD. relevant priority that should be applied and suppliers that
will be required on the incident bridge.
e Any ambiguity speak to relevant Service Manager indicated
on the resolver file to confirm priority.
la Out of Hours Incident For gold suppliers an incident should be raised by the supplier and
candidate proposed by e-bonded (transferred) into Post Office ServiceNow. The supplier
supplier should provide the incident reference when invoking out of hours
process through calling the on call Major Incident Manager and
follow up with an email into the POLMI mailbox
suppliers the incident should be raised by invoking
the out of hours process through calling the on call Major Incident
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Manager who will raise the incident directly into ServiceNow. Help
- Raising a High Priority (P1-P2) IncidentV3.docx
Minimum Data Set required:
1. Supplier Reference if available
Brief description of issue including component or service
Time occurred
Impacted parties (Branch/Colleague/Client)
Full/partial outage
. Business Impact of the incident
The Major Incident Manager must also raise any associated tasks
or work orders where additional supplier engagement is required.
DXC MI OOH Instructions.docx
2 Accept or Reject based on If the incident is to be accepted as a P1 or P2 Major Incident, prior
defined impact to accepting as a Major Incident review and update the incident
content/text used i.e. Short Description, Description, Business
Impact; to ensure workbench created communications are
accurate and informative to the audience. Where the incident is a
P1 a summary of the issue and impact to be emailed to Chris
ouRwn
Brocklesby “Jas Chief
Transformation Officer
3 I Incident bridge to be created I Teams Meeting invitation to be sent to all standard attendees
(branch or corporate impact) plus relevant suppliers and any other
additional invitees as required using the Ad Hoc Major Incident
Distribution Lists to ensure all relevant resolving suppliers are
engaged plus other impacted stakeholders. Details of invitees are
held centrally in MIM Bridge DLs (4).xlsx
4 Major Incident Bridge held for I Incident Bridge responsibilities:
all In Hours Major Incidents,
and all Out of Hours Major 1. Chair and lead of the meeting by the Major Incident
Incidents of significant Manager — Screen to be shared unless a supplier needs to
ongoing impact share operationally, notes must be taken live on One-note.
2. Major Incident Manager to drive understanding of the
Por] incident with a detailed overview from reporting supplier
or internal stakeholder.
Incident 3.
. Major Incident Manager to gain rapid understanding of the
Memoview Process F
scale of impact
IT Major Incident 4. Major Incident Manager to gain rapid understanding of
Management Work WHO is impacted
Instructions v8.docx 5. If the incident is deemed as a security incident in addition
to the instructions detailed within this section the
following should also be asked. Supporting Questions for
Security Major Incidents.docx
6. Where the issue seen is seen to be of significant impact to
the business and any member of the bridge believes there
is an urgent need to protect the interests of the Post Office
or stakeholders with a sense of urgency, the Incident
should be set as Priority 1 and the BPT process invoked
through using details within this link. 2020 01 Invoking the
BPT v1.docx. It is important to note that the Major
Incident Manager does not need to invoke the process if
others on the bridge are members of the Business
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Protection Team allowing the Major Incident Manager to
continue working towards rectification.
7. Urgent communications to be sent by the Branch
Operations Engagement Team (MBS & Branch hub Banner)
and Helpdesks (IVR’s and Colleague Portal Banner). Where
unavailable, to be drafted and published where possible by
the Major Incident Manager.
Comms channels to be updated:
¢ IT Command and Control
* Command and Control
@ MIM workbench — Including logging an outage -
How To- Place an Outage in ServiceNow V2.docx
¢ MBS (Memoview)
Branch Hub and/or colleague portal banner
¢ ITDSD and/or BSC IVR’s
e Area Manager Whatsapp (where applicable, and
only via comms teams as not a formal part of the
MIM comms process)
¢ Where comms channels are unavailable due the
incident in flight, the Grapevine Text Blast Service
is to be used. Grapevine Text Blast Process- Office
365 Outages.docx
8. Bridge attendees to work to understand areas of
responsibility for resolution (internal/external supplier),
Major Incident Manager to facilitate discussions and
engage any other suppliers as dictated by analysis and
investigation.
9. Major Incident Manager to facilitate trouble shooting until
such time as root cause remediation or workaround is
established to allow service resumption.
10. Major Incident Manager to provide communications
update at agreed intervals via the above channels
11. Major Incident Manager to monitor implementation of the
above remediation (fix or workaround) — Bridge may be
closed at this stage depending on timeline of fix
implementation and need for ongoing collaboration
4a Out of Hours Major Incident It may not always be possible or necessary to hold a Major Incident
without Bridge call Bridge out of hours, for example if the incident is caused by a third-
party supplier, or stakeholders are unavailable due to the time of
[ror] the incident. In these instances, the below steps are to be taken:
Incident & 1. Major Incident Manager to gain understanding of the
Memoview Process F its “ " .
incident with a detailed overview from reporting supplier
or internal stakeholder.
2. Major Incident Manager to gain rapid understanding of the
scale of impact
3. Major Incident Manager to gain rapid understanding of
WHO is impacted
4. If the incident is deemed as a security incident in addition
to the instructions detailed within this section the
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Post Office Limited - Document Classification: INTERNAL
following should also be asked. Supporting Questions for
Security Major Incidents.docx
5. Where the incident is a P1 a summary of the issue and
impact to be emailed to Chris Brocklesby
as Chief Transformation
Officer
6. Where the issue seen is seen to be of significant impact to
the business and any member of the bridge believes there
is an urgent need to protect the interests of the Post Office
or stakeholders with a sense of urgency, the Incident
should be set as Priority 1 and the BPT process invoked
through using details within this link. 2020 01 Invoking the
BPT v1.docx. It is important to note that the Major
Incident Manager does not need to invoke the process if
others on the bridge are members of the Business
Protection Team allowing the Major Incident Manager to
continue working towards rectification.
7. Urgent communications to be sent by the Branch
Engagement Team (MBS & Branch hub Banner) and
Helpdesks (IVR’s and Colleague Portal Banner). Where
unavailable, to be drafted and published where possible by
the Major Incident Manager.
Comms channels:
8. IT Command and Control
9. Command and Control
10. MIM workbench — Including logging an outage - How To-
Place an Outage in ServiceNow V2.docx
11. MBS (Memoview)
12. Branch Hub and/or colleague portal banner Help - How to
add an Announcement in ServiceNow.docx
13. ITDSD and/or BSC IVR’s
14. Area Manager Whatsapp (where applicable, and only via
comms teams as not a formal part of the MIM comms
process)
15. Major Incident Manager to agree timely updates (and
chase where not received as expected) with supplier to
ensure stakeholders are kept updated via the above
communication channels. NB: Command & Control teams
channels should not be updated in the early hours of the
morning and updates should held until 7:30am.
16. Major Incident Manager to continue to work with suppliers
until such time as root cause remediation or workaround is
established to allow service resumption.
17. Where limited engagement with suppliers, or risks around
emergency change require escalation, the on call
escalation manager is to be engaged to continue
progression of the incident.
18. Major Incident Manager to monitor implementation of the
above remediation (fix or workaround).
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Post Office Limited - Document Classification: INTERNAL
5 If the fix is implemented as If the incident is mitigated or fixed at the time of the incident —
part of the bridge call or in Major Incident Manager to change short and detailed descriptions
hours and business impact within the ServiceNow Major Incident to
reflect the issue in the past i.e. “Branches are” becomes “Branches
were” and issue resolution communications to the channels above.
Resolution to be recorded in the Major Incident and the status of
the Incident to be set to “resolved” to allow trigger of reactive
problem. Rolling report updated to reflect the Major Incident
detail. Rolling Monthly Major Incidents and Escalations 2023.xlsx
Communications to be sent to stakeholders indicating successful
fix.
¢ IT Command and Control
* Command and Control
MIM workbench
¢ MBS (Memoview)
Branch Hub and/or colleague portal banner and ITDSD and/or
BSC IVR’s removed
Major Incident Review document drafted to include details of the
incident, action taken and actions remaining to be resolved via
Problem Management
5a__I Reference Data fixes or If the incident requires overnight fix (APADC or Reference Data
“other” overnight fix required I Fixes), clear communications to include instructions to mitigate the
issue or a workaround must be provided to users by the Branch
Operations Engagement Teams and Communications Team. Major
Incident Manager to place the Major Incident on Hold, with
communications sent to reflect current status via the
communications channels below:
¢ = IT Command and Control
¢ =Command and Control
MIM workbench
Major Incident Manager to book a Major Incident bridge for all
parties to review the fix as close to trading resumption the
following morning as possible
Sai Confirmation of overnight fix Major Incident Manager to chair the bridge call to confirm
success/failure of the overnight fix.
e If the fix is successful Major Incident Manager to change
short and detailed descriptions and business impact within
the ServiceNow Major Incident to reflect the issue in the
past i.e. “Branches are” becomes “Branches were” and
issue resolution communications to the channels above.
Resolution to be recorded in the Major Incident and the
status of the Incident to be set to “resolved” to allow
trigger of reactive problem.
e Rolling report to be then updated to reflect the Major
Incident detail. Rolling Monthly Major Incidents and
Escalations 2023.xIsx
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¢ Communications to be sent to stakeholders indicating
successful fix.
IT Command and Control
Command and Control
MIM workbench
MBS (Memoview)
Branch Hub and/or colleague portal banner and
ITDSD and/or BSC IVR’s removed
e® Major Incident Review document drafted to include details
of the incident, action taken and actions remaining to be
resolved via Problem Management
e If unsuccessful — The Major Incident bridge remains open
and activity commences as at Step 4.
¢ Major Incident Review (MIR) document drafted and review
held with all parties to agree content and ongoing actions.
6 If the fix is implemented as e Major Incident Manager to change short and detailed
part of the bridge call or out of descriptions and business impact within the ServiceNow
hours Major Incident to reflect the issue in the past i.e “Branches
are” becomes “Branches were” and issue resolution
communications to the channels above. Resolution to be
recorded in the Major Incident and the status of the
Incident to be set to “resolved” to allow trigger of reactive
problem.
e Rolling report to be then updated to reflect the Major
Incident detail. Rolling Monthly Major Incidents and
Escalations 2023.xIsx
® Communications to be sent to stakeholders indicating
successful fix (no Teams communications between 18:00 -
7:30) .
¢ IT Command and Control
¢ =Command and Control
@ MIM workbench
« MBS
Branch Hub and/or colleague portal banner and
ITDSD and/or BSC IVR’s removed.
® Handover of details to in hours Major Incident Manager at
7:30 Mon - Fri
7. Gain understanding around ¢ Major Incident Manager to contact he POLData Team to
the cost to the business and request data around transactions for the outage time the
branch previous week and remuneration data for those
transactions to understand loss of revenue and
remuneration. Process to follow Major Incident Data
Request Process.docx
10 Metrics
The below metrics apply to the Major Incident process.
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In Hours
Post Office Limited - Document Classification: INTERNAL
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Action
OLA Target Time
Responsible Party
Bridge call raised
15 minutes from Incident identification
Major Incident Manager
Key stakeholders emailed
30 minutes from Incident identification
Branch Operations Engagement
Team
IVRs implemented (where applicable)
30 minutes from Incident identification
Service Desk Operations
Management
Area Manager notification (where
applicable)
30 minutes from Incident identification
Retail Operations Director
Branch Hub banner implemented
30 minutes from Incident identification
Branch Operations Engagement
Team/Major Incident Manager
Memoview (MBS) applied to Branch
Hub
30 minutes from Incident identification
Branch Operations Engagement
Team/Branch Hub Team
Text Blast (where applicable)
30 minutes from Incident identification
Branch Operations Engagement
Team/Grapevine
Memoview (MBS) sent to Fujitsu
30 minutes from Incident identification
Branch Operations Engagement
Team
IT Command and Control Teams Initial
Notification
30 minutes from Incident identification
Major Incident Manager
Command and Control Teams Initial
Notification
30 minutes from Incident identification
Major Incident Manager
MIM workbench — Including logging
an outage
30 minutes from Incident identification
Major Incident Manager
IT Command and Control Teams
Update
Hourly unless progression made to
resolve
Major Incident Manager
Command and Control Teams Update
Hourly unless progression made to
resolve
Major Incident Manager
MIM workbench — Update
Hourly unless progression made to
resolve
Major Incident Manager
Memoview upload to branch
2 hours from reciept of Memoview
(MBs)
Fujitsu
Resolution of a P1 Incident
4 hours from Incident Identification
All bridge attendees
Resolution of a P2 Incident
8 hours from Incident Identification
All bridge attendees
Out of Hours
Action
OLA Target Time
Responsible Party
Bridge call raised where applicable
15 minutes from Incident identification
Major Incident Manager
IVRs implemented (where
applicable) (within Helpdesk Hours)
30 minutes from Incident identification
Service Desk Operations
Management
Branch Hub banner implemented
30 minutes from Incident identification
Branch Operations Engagement
Team/Major Incident Manager
Memoview (MBS) applied to Branch
Hub
30 minutes from Incident identification
Branch Operations Engagement
Team/Branch Hub Team
Text Blast (where applicable)
30 minutes from Incident identification
Branch Operations Engagement
Team/Grapevine
Memoview (MBS) sent to Fujitsu
30 minutes from Incident identification
Branch Operations Engagement
Team
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IT Command and Control Teams
Initial Notification
Post Office Limited - Document Classification: INTERNAL
30 minutes from Incident identification
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Major Incident Manager
Command and Control Teams Initial
Notification
30 minutes from Incident identification
Major Incident Manager
MIM workbench — Including logging
an outage
30 minutes from Incident identification
Major Incident Manager
IT Command and Control Teams
Update (no communications
between 18:00 - 7:30)
Hourly unless progression made to
resolve
Major Incident Manager
Command and Control Teams
Update (no communications
between 18:00 - 7:30)
Hourly unless progression made to
resolve
Major Incident Manager
MIM workbench — Update (no
comms between 18:00 - 7:30)
Hourly unless progression made to
resolve
Major Incident Manager
Memoview upload to branch
2 hours from receipt of Memoview
(MBS)
Fujitsu
Resolution of a P11 Incident
4 hours from Incident Identification
All bridge attendees
Resolution of a P2 Incident
4 hours from Incident Identification
All bridge attendees
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11° Quality
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Process confirmation template — Using the Standard Operating Procedure steps above and associated metrics to give an indicative measure with feedback
mechanism to all Major Incident Process users.
Step
Action
Activity
Target
Time
Actual
Time
Pass/Fail
Comments
In hours Major
Incident candidate
proposed by
ITDSD.
Check resolver file Resolver Matrix Final v3.xlsx for relevant priority that
should be applied and suppliers that will be required on the incident
bridge.
Any ambiguity speak to relevant Service Manager indicated on the
resolver file to confirm priority.
la
Out of Hours
Incident candidate
proposed by
supplier
For gold suppliers an incident should be raised by the supplier and e-
bonded (transferred) into Post Office ServiceNow. The supplier should
provide the incident reference when invoking out of hours process
through calling the on call Major Incident Manager and follow up with
an email into the POLMI mailbox (polmajorincident@ postoffice.co.uk).
For non-gold suppliers the incident should be raised by invoking the out
of hours process through calling the on call Major Incident Manager
who will raise the incident directly into ServiceNow.
Minimum Data Set required:
1. Supplier Reference if available
2. Brief description of issue including component or
service
Time occurred
Impacted parties (Branch/Colleague/Client)
Sal eal od
Full/partial outage
6. Business Impact of the incident
The Major Incident Manager must also raise any associated tasks or
work orders where additional gold supplier engagement is required.
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5 aoe Target I Actual .
Step Action Activity Time I Time Pass/Fail Comments
If the incident is to be accepted as a P1 or P2 Major Incident, prior to
Accept or Reject accepting as a Major Incident review and update the incident
2 based on defined content/text used i.e. Short Description, Description, Business Impact;
impact to ensure workbench created communications are accurate and
informative to the audience.
. . Teams Meeting invitation to be sent to all standard attendees (branch
Incident bridge to . ‘ am 15
3 or corporate impact) plus relevant suppliers and any other additional A
be created nae 4 mins
invitees as required.
1. Chair and lead of the meeting by the Major Incident
Manager — Screen to be shared unless a supplier needs to share
operationally, notes must be taken live on One-note.
2. Major Incident Manager to drive understanding of the
incident with a detailed overview from reporting supplier or internal
stakeholder.
3. Major Incident Manager to gain rapid understanding of
the scale of impact
Major Incident 4. Major Incident Manager to gain rapid understanding of
Bridge held for all I WHois impacted
in Homan Majer Comms channels to be updated:
4 Incidents, and all 30
Out of Hours Major IT Command and Control 5
i mins
Incidents of a
significant ongoing Command and Control A
impact lu
i ‘i 30
MIM workbench — Including I It A
workbench — Including logging an outage aes
MBS ey
mins
30
Branch Hub and/or colleague portal banner A
mins
1 30
ITDSD and/or BSC IVR’s a
mins
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5 aoe Target I Actual .
Step Action Activity Time I Time Pass/Fail Comments
Area Manager Whatsapp (where applicable) ey
mins
Where comms channels are unavailable due the incident in flight, the 30
Grapevine Text Blast Service is to be used. mins
6. Bridge attendees to work to understand areas of
responsibility for resolution (internal/external supplier), Major Incident
Manager to facilitate discussions and engage any other suppliers as
dictated by analysis and investigation.
7. Major Incident Manager to facilitate trouble shooting
until such time as root cause remediation or workaround is established
to allow service resumption.
8. Major Incident Manager to provide communications 60
update at agreed intervals via the above channels mins
9. Major Incident Manager to monitor implementation of
the above remediation (fix or workaround) — Bridge may be closed at
this stage depending on timeline of fix implementation and need for
ongoing collaboration
If the incident is mitigated or fixed at the time of the incident — Major
Incident Manager to change short and detailed descriptions and
business impact within the ServiceNow Major Incident to reflect the
issue in the past i.e “Branches are” becomes “Branches were” and issue
resolution communications to the channels above. Resolution to be
recorded in the Major Incident and the status of the Incident to be set
to “resolved” to allow trigger of reactive problem. Rolling report
updated to reflect the Major Incident detail.
If the fix is Communications to be sent to stakeholders indicating successful fix.
5 implemented as IT Command and Control ey
‘ mins
part of the bridge
call or in hours Command and Control ee
mins
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Step Action Activity ree Actual Pass/Fail Comments
MIM workbench eo
mins
MBS og
mins
Branch Hub and/or colleague portal banner and ITDSD and/or 30
BSC IVR’s removed mins
Major Incident Review document drafted to include details of the
incident, action taken and actions remaining to be resolved via Problem I 48hrs
Management
If the incident requires overnight fix (APADC or Reference Data Fixes),
clear communications to include instructions to mitigate the issue or a
workaround must be provided to users by the Branch Operations
Engagement Teams and Communications Team. Major Incident
Manager to place the Major Incident on Hold, with communications
sent to reflect current status via the communications channels below:
MBS eu
mins
Reference Data Branch Hub and/or colleague portal banner and ITDSD and/or 30
5a fixes oF other BSC IVR’s removed mins
overnight fix 30
required IT Command and Control A
mins
Command and Control ae
mins
MIM workbench 20
mins
Major Incident Manager to book a Major Incident bridge for all parties
to review the fix as close to trading resumption the following morning
as possible
Sai Confirmation of Major Incident Manager to chair the bridge call to confirm
overnight fix success/failure of the overnight fix.
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Step Action Activity by Actual Pass/Fail Comments
If the fix is successful Major Incident Manager to change short and
detailed descriptions and business impact within the ServiceNow Major
Incident to reflect the issue in the past i.e “Branches are” becomes
“Branches were” and issue resolution communications to the channels
above. Resolution to be recorded in the Major Incident and the status
of the Incident to be set to “resolved” to allow trigger of reactive
problem.
Rolling report to be then updated to reflect the Major Incident detail.
Communications to be sent to stakeholders indicating successful 30
fix. mins
30
IT Command and Control
mins
Command and Control Be
mins
MIM workbench 30
mins
MBS ey
mins
Branch Hub and/or colleague portal banner and ITDSD and/or 30
BSC IVR’s removed mins
If unsuccessful — The Major Incident bridge remains open and activity
commences as at Step 4.
Major Incident Review document drafted to include details of the
incident, action taken and actions remaining to be resolved via Problem I 48hrs
Management
Major Incident Manager to change short and detailed descriptions and
business impact within the ServiceNow Major Incident to reflect the
issue in the past i.e “Branches are” becomes “Branches were” and issue
resolution communications to the channels above. Resolution to be
recorded in the Major Incident and the status of the Incident to be set
to “resolved” to allow trigger of reactive problem.
6 Rolling report to be then updated to reflect the Major Incident detail.
Post Office Limited - Document Classification: INTERNAL
POL00337591
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a aoe Target I Actual .
Step Action Activity ey ll aes Pass/Fail Comments
IT Command and Control 3g
mins
Command and Control ey
mins
If the fix is 30
implemented as MIM workbench indies
part of the bridge 30
call or out of hours MBS mins
Branch Hub and/or colleague portal banner and ITDSD and/or 30
BSC IVR’s removed. mins
Rolling report to be then updated to reflect the Major Incident detail.
Fri
Handover of details to in hours Major Incident Manager at 7:30 Mon -
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