POL00393982
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Document 19/03 /01 Document Type: —L/001
Date:
Version: 1 Ref. Number: PRB/APR/003,
Problem Management Operational Review Forum
Terms of Reference
Author: Kevin Lenihan
Sponsor: Sue Stewart
Authoriser: Julian White
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Document 19/03 /01
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Version: 1
POL00393982
POL00393982
Document Type: L/001
Ref. Number: PRB/APR/003
0. DOCUMENT CONTROL
0.1 VERSION HisTORY
Version Dated Change Details
0.1 22/11/99 Initial draft for discussion.
0.2 27/6/00 Circulated to enable agreed final version
0.3 22/2/01 Updated & circulated to enable final
version
1 19/03/01 Updated section 0.3 with the correct job
title for Dave Law and Paul Curley.
First authorised version.
0.2 DOCUMENT REFERENCES
Ref. Title Version Number Reference
1. Business Service Management Document I 1 CHE/CCC/002
Review & Change Control Procedure
2. ICL Pathway/PON Interface Agreement I 0.3 CS/IFS/009
for the Problem Management Interface
3. Service Management Framework Service I 0.1 CS/POL/005
Review
0.3. DISTRIBUTION LIST
Name Title Team
Julian White Head of Operations BSM
Kevin Lenihan Service Quality Manager BSM
Sue Stewart Service Review Manager BSM
Eszter Meszaros Change Analyst BSM.
Paul Curley Service Manager ICL Pathway
Dave Law Strategic Service Manager ICL Pathway
0.4 DOCUMENT AND CHANGE CONTROL
The BSM Change Control Team is responsible for maintaining and changing all the
documentation created in Business Service Management. For further information on
existing documentation and procedure [Ref. 1], please contact the Change Control
Manager.
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POL00393982
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Document Type: L/001
Ref. Number: PRB/APR/003
0.5 GLOSSARY
BSM. Business Service
Management
HSRF Horizon Service Review
Forum
ICL Pathway
No. Number
PMORF Problem Management
Operational Review Forum
PON Post Office Network
Ref. Reference
SIO Service Improvement
Opportunities
SMF Service Management
Framework
Organisational unit in Post Office
Network, Operations Directorate
High level cross domain Meeting
Horizon Service Supplier
Operational cross domain Problem
Management meeting
BSM is part of PON
Potential improvements identified.
Reporting infrastructure
Business Service Management
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Document 19/03 /01 Document Type: L/001
Date:
Version: 1 Ref. Number: PRB/APR/003
0.6 CONTENT
0. DOCUMENT CONTROL...
0.1 VERSION HisTory.
0.2 DOCUMENT REFERENCES.
0.3 DISTRIBUTION LIST... eens
0.4 DOCUMENT AND CHANGE CONTROL...
0.5 GLOSSARY.
0.6 CONTENT...
1. INTRODUCTION...
TD PURPOSE. enncnnenteneinenees
1.2 SCOPE...
1.3 OBJECTIV!
2. POLICY...
2.1 BUSINESS SERVICE MANAGEMENT...
3.1 ATTENDEES...
3.2 INPUTS...
3.3 MEETING AGENDA..
3.3.1 Basic agenda.
3.3.2 Agenda distribution
3.3.3 Meeting duration.
3.3.4 Agenda templat
3.4 OUTPUTS. sore
3.5 FREQUENCY OF MEETINGS
3.6 ESCALATION AND REFERRAL.
3.6.1 Escalation...
3.6.2 Referral.
4, APPENDIX A.....
5. APPENDIX B EXAMPLE OF THE MINUTES...
* Figure 1
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Date:
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1. INTRODUCTION
1.1 PURPOSE
The purpose of the Problem Management Operational Review Forum (PMORF) is to
review the performance of the problem management service, and consists of
representatives from the Problem Management units of PON Business Service
Management and ICL Pathway Customer Service.
1.2 SCOPE
The scope of Problem Management covers a variety of services within ICL Pathway
and PON. It is important that the PMORF does not duplicate work reviewed by
other Service Review groups. Inevitably there will be overlaps, so it is important
that each group informs others of any ‘linked’ discussions. For example, problems
will be discussed in other Operational Review Forums in which the problem pertains
to their particular area, for example, the Reference Data Operational Review Forum
will discuss Reference Data Problems. It is important that any issues with the
problems that are being dealt with are reported back to the Problem Management
Forum for review and action.
1.3. OBJECTIVES
The main areas PMORF will focus on are:
¢ Performance against the Interface Agreement [Ref.2];
¢ Performance of the cross-domain problem management operation/ process;
¢ Adherence of problem management to the cross-domain problem management
procedures;
¢ Quality of information being passed across the domains;
¢ Synchronisation of databases;
¢ Problem Management volumetrics;
¢ Types/categories of problems being raised.
2. POLICY
2.1 BUSINESS SERVICE MANAGEMENT
The Terms of Reference have been developed in line with the policy of the Service
Management Framework Service Review document [Ref.3.]. The SMF Service
Review document forms part of a group of documents that also include:
¢ Incident Management;
¢ Business Continuity Management;
e Change Management;
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e Service and Performance Reporting.
It is important that members of Problem Management Forum and anyone involved
in related activities are conversant with the contents of the Framework documents.
3. MEETING PROCESS
3.1 ATTENDEES
The Problem Management Operational Review Forum will be chaired by the
representative of the PON Business Service Management team. The secretariat will
be provided by the hosting organisation.
Key attendees will be derived from:
« PON BSM Problem Management;
¢ ICL Pathway Customer Service Problem Management.
It is important that all representatives are suitably empowered to speak and act on
behalf of their respective domains. If an attendee can not attend a meeting, it is the
responsibility of the attendee to appoint a suitable substitute to take their place.
3.2 INPUTS
The following reports/inputs will be provided to the meeting:
¢ Problem Management Database reports;
¢ Service Improvement proposals;
¢ Issues raised to the forum from PON or ICL Pathway;
¢ Minutes and actions of the previous meeting.
3.3. MEETING AGENDA
3.3.1 Basic agenda
The basic structure for the Agenda will, on the whole remain constant. However,
attendees can request items to be added or removed from the Agenda as and when
appropriate.
3.3.2 Agenda distribution
Three working days prior to the meeting, the host organisation will distribute the
standard agenda, accompanied by a list of the problems and issues they wish to
table for discussion. * The other organisation will return their problems and issues
to enable visibility at least 3 working days prior to the meeting. All issues for
discussion which are not covered by the standard agenda will be addressed at the
meeting under ‘Any Other Business’.
* All problems raised should be in the agreed template format (see Appendix A).
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3.3.3. Meeting duration
The Chairperson will aim to keep the duration of the meeting to a maximum of three
hours.
3.3.4 Agenda template
Figure 1
Ref. Description
1. I Introduction/ Agenda Review
2. I Agree minutes of the last meeting & review action log. Action owners to
submit updates prior to the meeting. Confirm progress or closure.
3. Review outstanding problem by exceptions
¢ Critical examination of the measures and effectiveness of the problem
management process.
4. I Service Improvement
Discuss and develop improvement opportunities to make the problem
management process more effective and efficient.
5. New Changes
Discuss and implement changes dictated by new requirements, new
releases and organisational changes.
6. Review the problem management volumetrics
¢ Co-ordinating the data held on the problem management database of
each of the two organisations.
e Review Volumes of ‘open’ problems
7. Issues for escalation
Identify all issues which impact on target service but the forum is unable
to progress.
8. Any Other Business
Review issues escalated to the forum by the subordinate operational
and/or cross-domain groups. The Chairperson will check with each
attendee whether there is any other related business that they wish to
address within the forum. Members are encouraged to give sufficient
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advance notice to allow for any necessary pre-work to be carried out.
9. Review the meeting in order to identify improvements in the meeting
process.
If a significant number of key representatives find they are unable to attend the next
arranged meeting, and can offer no suitable stand in, the Chairperson will decide if
the next meeting can go ahead or if the date should be re-arranged. If the date is to
be changed all potential attendees will be contacted and a new date agreed.
3.4 OUTPUTS
The following outputs have been identified:
¢ Actions - raised closed and carried forward;
¢ Service Improvement Opportunities - Sponsored or rejected;
e Issues for escalation or referral;
¢ Minutes of the meeting (See Appendix B), these will be distributed to the
attendees and saved in both the organisational libraries.
3.5 FREQUENCY OF MEETINGS
The Problem Management Operational Review Forum will meet on a calendar
monthly basis. This will be timed to occur between ICL Pathway publishing the
latest performance reports and the Horizon Service Review Forum meeting, typically
the second week of the month.
3.6 ESCALATION AND REFERRAL
3.6.1 Escalation
Escalation should be considered to be an exceptional resort, and the reasons for
resorting to escalation should be examined for each occurrence. Escalation to a
higher level will normally occur either:
- When an issue is causing increased concern through time delay and
consequent business impact, or
- When it has not been possible to reach agreement on some aspect of the
definition or management of the issue.
Escalation from the PMORF will be to the HSRF.
3.6.2. Referral
The PMORF will refer issues that are outside its scope to the appropriate service
review forums.
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4, APPENDIX A
Agreed template for raising Problems that will be discussed.
X DOMAIN PROBLEM MGT FORUM
PROBLEM UPDATES
Problem Date Problem Explanation of what I No. of Status report detailing
Problem Manager the Problem is Associated current activity and
Name Ref No was raised I (Name) Incidents proposed next steps
(last 4 weeks)
Title of Both PON Both PON I Brief summary Latest position - this can then
Problem and ICLP and ICLP be cross referred to @ each
ref. No’s meeting. Each organisation
should complete this from
their own perspective - prior
to the meeting.
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5. APPENDIX B
EXAMPLE OF THE MINUTES
Minutes of the Problem Management Operational Review Forum
[Date and Venue]
1. Present:
[Attendees present at the meeting]
2. Apologies:
[Members of the PMORF not present at the meeting]
3. Actions:
Action No. I Action Actionee(s) Target Progress Status
completion date I Update
[Action No. to I [Description I [Initials of [Date that action I [Details [N orl
reflect date I of action] PMORF is expected to be I and date I or Mor
and action member completed by] of of Cc]
no] responsible for update
ensuring action given - to
is completed] explain
status]
* Example- at the meeting of 27 June, Action Point 1 would read AP270601
(Status codes: N = New, I = In Progress, M = Monitoring, C = Closed)
4, Problems raised:
Date __I Reference No. Description Problem Manager I Status
[Reference No. of [Brief description of the I [Names of the [NorlI
the problem as problem] PON/ICL Pathway I or M
logged on the PON Problem Managers] I or C]
or ICL Pathway
Problem Database]
Notes:
1. The Problem Reference number will be added retrospectively to the above table once the
problem has been logged within either the PON or ICL Pathway helpdesk and a reference number
has been allocated to the problem.
1. The status codes are the same as those used for the actions
5. New Service Improvement Opportunities (SIO) [Process under development]:
Date __I Reference. No. Description SIO Manager Status
[Reference No. of [Brief description of the I [Names of the [N or I
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the SIO] SIO] PON/ICL Pathway I or M
Problem Managers] I or C]
Notes:
1. The Service Improvement Opportunity (SIO) Reference number will be added retrospectively to
the above table once the 1O has been within either the PON or ICL Pathway helpdesk and a
reference number has been allocated to the 10.
1. The status codes are the same as those used for the actions
6. Issues [for Escalation to HSRF or referral to another Service Review Forum]:
Date Reference I Issue Reason for referral/escalation.
No.
(See note) [Description of issue that
the PMORF is concerned
about]
Notes:
1. Not all issues will require escalation to the HSRF. For those that are, i.e. an issue that requires a
decision to be made by the HSRF, the reason for the escalation must be made clear within the
table.
1. The reference number for Issues will be as follows:
T-Xxxxxx.yy xxxxxx = day/month/last two digits of the year
yy = issue number
e.g. 1-160200.01
1. If an issue is raised within the PMORF that is not relevant to the forum, it must be stated what
action has been taken to progress the issue externally
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