POL00393987
POL00393987
Document Date: 23/04/01 Document Type: L/001
Version: 0.5 Reference Number: MPR/SLA/001
Service Level Agreement between Internal Account
Management and Business Service Management
Author: Nick Embling, Head of Business Environment Team
Sponsor: Don Grey, Head of BSM
Authoriser: Don Grey, Head of BSM
Colleen Walsh, Head of IAM
a© Consignia 2001
The contents of this document must not be reproduced (wholly or in part) used or
disclosed without the written permission of Consignia. This copyright applies to all
forms of storage and reproduction in which this information may be embodied
including without limitation magnetic storage, computer printout, and visual
display.
Business Service Management Page 1 of 32 File Name: IAM_SLA_001vDraft05.doc
POL00393987
POL00393987
Document Date: 23/04/01 Document Type: L/001
Version: 0.5 Reference Number: MPR/SLA/001
0. DOCUMENT CONTROL
0.1. VERSION HisTORY
Version Dated Change Details
0.1 First Draft
0.2 Limited review within BBM
0.3 17/4/2001 Updated following initial BSM and IAM
reviews
0.4 23/04/2001 Updated following IAM / BSM review
meeting
0.5 04/06/2001 Amended following review comments
from BSM and IAM.
0.2 I DOCUMENT REFERENCES
Ref. Title Version Reference
Number
1. ICL Pathway / PON Interface Agreement for I 5.0 CS/PRD/058
Operational Business Change - Product
2. to be confirmed
0.3. DISTRIBUTION LIST
Name Title Team
Colleen Walsh Head of IAM IAM
Martin Humphreys Process and Planning Manager IAM
Ijaz Bhatti Automation Process Manager IAM
Nick Embling Head of Business Environment BSM.
Mark Haynes Head of Network Business Support I BSM
Centre
Liz Tuddenham Head of Operational Performance BSM
Julian White Head of Operations BSM.
David McLaughlin Head of OSG BSM
Harvey Skipsey Head of Business Service BSM
Management
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 please contact the Change Control Manager.
Business Service Management
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POL00393987
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Document Date: 23/04/01 Document Type: L/001
Version: 0.5 Reference Number: MPR/SLA/001
0.5 GLOSSARY
Abr. Description Details
BSM. Business Service Management Organisation unit in Post Office
Network
BSM EFC I Electronic Filing Cabinet Lotus Notes database
maintained by BSM
CRCS Client Requirement Control System I Form to inform IAM of MFU
requirement
HERF Horizon Evaluation Review Forum I Service Review meeting between
BSM and ICL Pathway
IAM, Internal Account Management Organisation unit in Post Office
IAMT Network
IBRM IAM / BSM Review Meeting Service Review meeting between
BSM and IAMT
MBS Message Broadcasting Service Horizon facility enabling
messages to be sent to Horizon
terminals.
MFU Market Facing Unit Organisation unit in Consignia
NBCS Network Business Support Centre Organisation unit in BSM,
responsible for providing
telephone support to outlets.
OBCS Order Book Control Service Service provided on behalf of the
Benefits Agency
OLA Operational Level Agreement Non contractual working level
agreement
OSG Outlet Services Group Organisational unit in BM
PCR Product Change Request Standard format to raise changes
as defined by the Product
Implementation Process
SIP Service Improvement Process Operational process in Post
Office Network
SLA Service Level Agreement Contractual level service
agreement
Business Service Management
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Document Date: 23/04/01 Document Type: L/001
Version: 0.5 Reference Number: MPR/SLA/001
0.6 CONTENTS
0. DOCUMENT CONTROL.
0.1 VERSION HISTORY.......
0.2 DOCUMENT REFEREN'
0.3 DISTRIBUTION LIST.
0.4 DOCUMENT AND CHANGE CONTROL.
0.5 GLOSSARY...
0.6 CONTENTS.
1. INTRODUCTION...
1.1 PurPos!
1.2 Score.
1.3 OBJECTIVES,
2. SUMMARY OF KEY REQUIREMENTS.
2.1 CHANGE MANAGEMENT..... so
2.2 INCIDENT AND PROBLEM MANAGEMENT..
2.3 BUSINESS CONTINUIT
2.4 SERVICE REVIEW.
2.5 ORDER BOOK CONTROL SERVICE.
3. COMMUNICATION...
3.1 OPERATIONAL HOURS. . ses
3.2 CONTACT DETAILS (ROLES, NAMES, NUMBERS)...
4. ROLES AND RESPONSIBILITIES...
4.1 OWNERSHIP OF SLA.....
4.2 CHANGE CONTROL AND DOCUMENT MAINTENAN'
5. PERFORMANCE MEASUREMENT AND REPORTING...
5.1 GENERIC APPROACH...
5.2 BSM REPORTS...
6. PERFORMANCE REVIEW AND ASSESSMENT...
eo © CO © ABYYND DB GGG HW BYONNNN N
7. CHANGE AND CONFIGURATION MANAGEMENT.
8. ANNEXE A - SERVICE LEVEL AGREEMENTS...
9. ANNEXE B - IAM/ BSM REVIEW MEETING - TERMS OF REFERENCE.
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Document Date: 23/04/01 Document Type: L/001
Version: 0.5 Reference Number: MPR/SLA/001
1. INTRODUCTION
1.1. PURPOSE
This document sets out the service level agreement between the Internal
Account Management Team and Business Service Management in respect of
all activities carried out by BSM as a supplier to IAMT. It details the services
to be provided, the metrics of the services, and how the services and this
agreement will be reviewed.
The intent of this agreement is to ensure that the contributing teams and
functions:
¢ agree responsibilities and details of the interactions;
¢ establish effective co-operation to enable the delivery of the service.
1.2 SCOPE
The scope of the agreement encompasses all the business as usual interaction
between the customer and the supplier.
1.2.1 Exclusions
This agreement does not cover one off activities that may be agreed
from time to time.
1.2.2 Duration
The SLA is initially effective for a trial period which will take place
between 1 June and 1 September 2001. If the trial is successful the SLA
will be extended into business as usual.
1.3. OBJECTIVES
The objective of this service level agreement are as follows:
¢ To provide a consolidated summary of all the day to day operational and
support arrangements for delivering and maintaining the service, and any
contingency arrangements.
¢ To clarify the respective roles and responsibilities of all the relevant
groups.
e Where they are required, to facilitate the development of comprehensive
and consistent working level procedures between the customer and
supplier.
¢ To assess and measure the effectiveness of the service received by the
customers.
¢ To define the procedures for regular review and evaluation of operational
levels.
¢ To identify procedures for future changes.
¢ To ensure a process is in place to enable advantage to be taken of any
Service Improvements
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2. SUMMARY OF KEY REQUIREMENTS
21
This section describes those IAMT requirements that will be met by BSM. The
responsibilities of both parties to the agreement are detailed at Annexe A.
(CHANGE MANAGEMENT
BSM will manage the development and implementation of product change on
the Horizon Service, where such changes can be implemented wholly by
means of Reference Data and changes to Icons. Where changes can be partly
implemented by means of Reference data, BSM will manage those aspects of
the change. Future Horizon releases may see more aspects of the service
brought under operational change control, which will be managed by BSM.
2.1.1 ICL Pathway Interface
BSM will manage the interface with ICL Pathway, in respect of
ensuring that SLAs are reported on, and in respect of providing the
information that ICL Pathway require in order to operate the Reference
Data Management Centre.
2.1.2 PIP Stakeholder
Product Change requests are forwarded to BSM for impact assessment.
BSM provide such assessments, and where required will undertake
further work to clarify requirements and impacts.
2.1.3. Change Volume Forecasting
BSM will provide forecasts of change activity to ICL Pathway to the
standards agreed in the Interface Agreement [REF.1]. BSM will work
with IAMT to gather and to interpret the data needed to populate the
forecasts.
2.1.4 Change Data Configuration
BSM (OSG) will receive completed OBC forms from IAMT, and using
the data contained therein will configure reference data to meet the
change requirements, validate the result of the implementation of the
reference data on ICL Pathway test systems, and authorise the release
of reference data to the live environment.
2.1.5 AP Client Take On
OSG receive CTO packs from IAMT and manage the systems Legacy
and Horizon ready for the client go live and ensure that the go live is
achieved. Additionally it should be noted that a limit of 25 clients per CTO
has been set and agreed (add to annexe).
2.1.6 Change Implementation
BSM will provide instructions that relate to Horizon for new and
amended transactions, will monitor and report on the impact of the
introduction of such transactions, and will work with IAM on the
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2.2
2.3
24
production of Counter News articles, and to generate and implement
Authorised Temporary Procedures against problems encountered in
the implementation of such changes.
INCIDENT AND PROBLEM MANAGEMENT
BSM carry out Incident and Problem Management in respect of Incidents and
Problems that that arise in the operation of counter transactions, and in the
operation of reference data driven change and the AP client interface.
2.2.1 Incident Management
BSM will accept, record and resolve individual Incidents, referring
when required to the IAM expert domain.
2.2.2. Problem Management
BSM will analyse Incident trends against various components of the
business configuration, and will raise Problems in order to eliminate
the underlying causes of Incidents. BSM will accept Problems raised
by IAM. BSM will manage the analysis and resolution of Problems
referring when required to the IAM expert domain. BSM will respond
to IAM requests for information made in the course of the IAM
problem co-ordinator and expert domain roles.
BUSINESS CONTINUITY
BSM maintains business continuity plans for all aspects of the Horizon
Service. BSM will provide a documented overview of these plans. BSM will
ensure that IAMT are consulted on those aspects of the plans that impact
IAMT, MFUs and clients.
BSM will inform and consult IAMT on all major business continuity
incidents. BSM will supply [AMT with the dates scheduled for Pathway
business continuity tests.
BSM will respond to IAMT’s requests for information and/or statements
regarding PON’s continuity capabilities (where these fall within BSM’s
scope).
SERVICE REVIEW
BSM will manage the review of services across the automated network
including the management of ICL Pathway in relation to the provision of the
Horizon services as defined within the Codified Agreement. This will include
the analysis of performance data and the sourcing/ provision of appropriate
PON business information.
2.4.1 Business Automation Review
BSM will manage and support a hierarchy of Service and Operational
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2.5
Review forums, covering the full range of the Horizon Service, as well
as, subject to business approval, other services and processes within the
end to end process of which Horizon forms a part
2.4.2 Management Information
BSM will provide standard reports and, on request, ad hoc reports,
detailing the performance of the Horizon Service.
2.4.3 Business Impact Index
BSM will produce and maintain the client impact scoring matrices on
behalf of IAMT in relation to all POCL/ICL Pathway Service Level
Agreements and any others that may subsequently be added to the
Business Impact Model at a future stage.
2.4.4 Service Improvement Process
BSM will manage a process focused on Horizon Outlets, whereby
proposals for improvements to any aspect of the Horizon Service can
be raised, and will be assessed, and where appropriate developed and
implemented. BSM will ensure that IAMT are consulted as appropriate
during the assessment, and that SIPs proper to IAMT are referred to
IAMT.
ORDER BOOK CONTROL SERVICE
BSM will manage various operational aspects of the OBCS service on behalf of
IAMT, including the management of the relationship with ICL Pathway in
respect of the provision of service s to support OBCS.
25.1
2.5.2
2.5.3
2.5.4
OBCS Service Review
BSM will represent PON on behalf of [AM at DSS run Service Review
meetings to consider all operational aspects of the OBCS service and to
manage resulting actions and escalation.
Information Provision
« Monthly Service Review Book incorporating performance satistics
¢ Transaction volumetrics for charging purposes
¢ Ad Hoc enquiries
Annual audit
BSM will provide resource and expertise to facilitate the annual
external audit of the OBCS service in relation to PO network issues.
Non-Conformance Working Group
BSM will organise and a lead a working group in order to manage and
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minimise non-conformance to OBCS procedures across the automated
network.
3. COMMUNICATION
3.1. OPERATIONAL HOURS
IAM and BSM operate normal office hours, and have in place arrangements to
ensure that contacts are available during those hours. The following sections
operate different arrangements:
3.1.1 Helpline / Incident Management
Mon, Tues, Thurs, Fri 8am-6pm.
Weds 8am-10pm
Sat 8am-5.30pm
3.1.2. Problem Management
Whilst Problem Management operate normal office hours, a Duty
Manager is provided to ensure that full coverage is provided from 9:00
to 17:00 Monday to Friday.
3.1.3. Business Continuity Management
In the event of Major Business Continuity Incidents the Business
Continuity Manager can be contacted outside office hours by pager.
IAM provide support for the Business Continuity Process and the Co-
ordinator within IAM is available on 24 hour call as per the agreed
process.
3.2 CONTACT DETAILS (ROLES, NAMES, NUMBERS)
Contact details for all roles described in this document will be maintained
separately, and will not be subject to change control. The contact list will be
kept in Lotus Notes databases, for BSM, the BSM EFC, for IAM, the latest
contact details will be emailed to the agreed BSM contact points as changes
occur.
4. ROLES AND RESPONSIBILITIES
4.1. OWNERSHIP OF SLA
IAM _ Martin Humphreys
BSM_ Liz Tuddenham
4.2 CHANGE CONTROL AND DOCUMENT MAINTENANCE
BSM_ Eszter Meszaros
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5. PERFORMANCE MEASUREMENT AND REPORTING
5.1. GENERIC APPROACH
Both parties must agree which attributes are to be measured and how
performance against each of the attributes will be measured and assessed.
See Annexe A for details.
5.2. BSM Reports
BSM will produce monthly performance reports to the specifications agreed.
The overall approach will be to use existing measures and sources of data
where possible. Measures and reports will be reviewed regularly to ensure
that they are still required. See Annexe A for details.
6. PERFORMANCE REVIEW AND ASSESSMENT
For the duration of the trial of this SLA it proposed that the reviews are held
monthly. Following the trial reviews will be held quarterly.
The terms of reference for the review are at Annexe B, and specify the:
© meeting management process (agenda, action points, minutes, chair,
secretariat, location, etc.)
¢ format and content of all input to this meeting (standard reports, ad-hoc
reports, action points, problem register, service improvement register, etc.)
¢ attendees list
* outputs (agreed meeting minutes, monthly report to HERF,
¢ escalation route
7. CHANGE AND CONFIGURATION MANAGEMENT
Once the SLA has been agreed and signed off by all the parties, the document
will be recorded in the BSM Service Configuration Database in accordance
with the BSM Service Configuration Management process and the master
copy will be deposited in the BSM Document Library. The SLA owner will
retain overall ownership of the document but any changes will be undertaken
in accordance with the BSM Change Control procedures.
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8. ANNEXE A - SERVICE LEVEL AGREEMENTS
REF. CUSTOMER NOMINATED I CUSTOMER SUPPLIER RESPONSIBILITIES ‘CUSTOMER RESPONSIBILITIES OUTPUT MEASUREMENT
REQUIREMENT OWNER CONTACT
8.1 Change Nick Embling, I Martin
Management Humphreys
8.1.1 ICL Pathway David Anders I Ijaz Bhatti Manage and maintain the I ¢ Review the Interface 1AM 1AM
Interface ICL Pathway/PON Interface Agreement to ensure that « Sign offto I ¢ Forecast
Agreement for Operational the service meets the agreed volumes
Business Change - Product. commercial requirements Interface delivered to
Manage the strategic of the MFUs Agreement agreed format
relationship with ICL « Work with BSM to resolve I ¢ Provision and
Pathway, ensuring delivery ad hoc contractual issues, of timescales.
of IAMT Ref Data business e.g. Icon issues. annual/qua I ¢ Review
requirements. e Adhere to OBC contractual rterly OBC Interface
Chair and facilitate the lead times. Product Agreement to
Reference Data Operational I ¢ Discharge all change agreed
Review Forum. responsibilities, outlined in volume timescales
Chair and facilitate the the OBC Product Interface forecasts. I © Input to Ad
OBC Product Service Agreement. and OBC BSM hoc
Review Forum. Product Procedures. ¢ Interface contractual
Manage the OBC Product I ¢ Synchronise Distribution Agreement issues as
process arrangements with OBC Quality required and
Review OBC Procedures to lead times. Ensure CH&D Reviews. within agreed
identify and deploy and SAPADS reqts are © Meetings timescales.
improvements. met. held, ¢ Notify BSM of
Act as expert contractual minutes number of
domain in event of OBC produced, late,
Product Incidents or actions inaccurate &
Problems. monitored. incomplete
Train/educate all [AMT * Provide OBC forms (&
OBC users. monthly supporting
Ref Data material).
stats BSM
produced. © Notify [AM of
by number of
Pathway, late/inaccurate
to /incomplete
Automatio OBC forms (&
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© =n Process © supporting
Mngr. material)
received.
¢ Number of
ATPs issued..
© Products
delivered on
Horizon as
specified
(provided no
issues)
© Operationally
&
commercially
acceptable
Interface
Agreement.
¢ Customer
Satisfaction
Questionnaire
© OBC Product
Service
Review Forum
meeting
feedback.
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the review of the SLA. The Ijaz Bhatti
signatories are now satisfied that the document meets the requirements of both Internal Account Management and Business Service I David Stephen Anders
Management.
REF. CUSTOMER NOMINATED I CUSTOMER I SUPPLIER RESPONSIBILITIES CUSTOMER OUTPUT MEASUREMENT
REQUIREMENT OWNER CONTACT RESPONSIBILITIES
8.1.2 PIP Stakeholder I Eszter Martin Ensure that input is Supply change request BSM PCR All outputs
Meszaros Humprheys I sathered from across forms for impact response and I to be
BSM in response to PCRs_I assessment (PCR, CRCS _I where delivered by
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and that feedback is or other agreed format) applicable:- BSM to
delivered within as soon as it becomes «Feasibility agreed
timescales:- available from the study timescales.
1) Provide impact
assessment on changes
requested by the
customer. General
feedback to cover
costs, risks, issue,
options where
applicable
2) Specific feedback to
cover:-
*Deadline to submit OBC
forms (where applicable)
¢NBSC information
needs*
¢User communication
needs for Horizon
(Change Implementation
team)'**
«Standard business
continuity information
Market Facing Units.
Provide clarification and
update on progress for
questions raised and
address the risks
identified within [AMT
capability.
Input to
implementati I The standard
timescale for
on plan
*BSM returning
Concurrence I PCR
eInput to response is 3
Project working day.
Evaluation
Report Quarterly
customer
satisfaction
questionnaire
wee
* Network Business Support Centre receives calls from automated offices only. Post Office Network External provides support to
general public. NBSC is providing updates to PON External helpline.
Non automated offices are still required to call the Bangor using the old regional helpline number. There are no arrangements in
place to share information between NBSC and Bangor for non automated enquiries.
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“The core activities of the Change Implementation Team (CIT) include drafting user instruction for Horizon enabled offices. For
more detail see section 8.1.17. The CIT does not contact the TAPT team on behalf of the internal account managers. The process to
obtain TAPT instruction is to contact the TAPT team directly who will than liaise with CIT for automated instructions. I
understand that at the present this process is under review. There is no interface between CIT and the TIP.
*“*Establish baseline following the first review. Agree performance targets for follow up reviews.
OTHER POINTS OF CLARIFICATION:
Release management
Major, transformational releases are managed by dedicated projects under the Automation Directorate. It is the project manager’s
responsibility to liaise with all impacted parties, including IAM. At the time of writing this SLA there are no plans for major
release in the foreseeable future.
If the product requires new functionality the existing Horizon Change Control procedures need to be evoked. Other minor releases
consist of ‘fixes’ that by large have no impact on product implementation process.
OBC Issues
1) BSM to provide feedback to IAMT where there is an issue with delivering products to specification/
1) BSM to confirm that ICL Pathway can and has delivered the product to outlet.
Both points above are outside the scope of the PIP Stakeholder role.
Point 1) has been included in 8.1.4.
Point 2) ICL Pathway say this information can only be provided retrospectively at SLA level, i.e. they confirm % delivery against
Day B,C, D targets. ICL Pathway cannot confirm delivery of specific reference data to a specific outlet. Positive confirmation of
delivery (as opposed to data from polling failure reports) is a valuable measure for PON, but is still under discussion with ICL
Pathway and must not be included in this version of the SLA.
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DECLARATION
This is to confirm that empowered representative of the contracting
functions have completed the review of the SLA. Martin Humphreys
The signatories are now satisfied that the document meets the Eszter Meszaros
requirements of both Internal Account Management and Business Service
Management.
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REF. CUSTOMER NOMINATED I CUSTOMER I SUPPLIER RESPONSIBILITIES CUSTOMER OUTPUT MEASUREMENT
REQUIREMENT. OWNER CONTACT RESPONSIBILITIES
8.1.3 Change Volume I Eszter Mark Knight I Monitor the volume of. Provide a Monthly report s delivered to
Forecasting - Meszaros EPOSS? OBC Product monthly report I of actual EPOSS °
operational being processed by the on EPOSS OBCs I change volume. I forecast volumes
activities delivery channel. generated by the delivered to agreed
IAM team. A copy of format and timescales.
weekly change
volume forecast
Communication I for 6 weeks
(to BSM) of any I ahead.
volume forecast
changes within
year.
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the review of M.Knight
the SLA. The signatories are now satisfied that the document meets the requirements of both Internal Account I Eszter Meszaros
Management and Business Service Management.
There is no real time monitoring of AP change volumes through the delivery channel due the constraint of business processes.
There is an operational agreement between the OSG AP team (Gill Payne) and BSM Change Control to provide us with the final
CTO pack once a month. From this information BSM Change Control can calculate the number of changes passed to ICL Pathway
and update our rolling year profile. BGM Change Control is using historical information as a basis for forecasting future volumes
in this area.
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REF. CUSTOMER NOMINATED I CUSTOMER SUPPLIER RESPONSIBILITIES CUSTOMER OUTPUT I MEASUREME
REQUIREMENT OWNER CONTACT RESPONSIBILITIES NT
8.14 Product Change I Dave Ireland I Martin ‘Ownership and development of the Supply accurate, complete, I Product Reported
Data Humphreys I OBC forms timely OBC forms and changes instances of
Configuration / Yjaz Bhatti supporting, material available at} products not
° Provide feedback to IAM where there outlets on being, available
is an issue with delivering products to. I Provide clarification on time
specification specific OBC issues Reported
instances of
Act as the expert domain for OBC and I Ensure product catalogue OBC non
reference data issues is maintained to match live conformance
reference data
Generate and communicate data to Customer
RDOT and ICL Pathway to OBC Represent [AM/MFU in satisfaction
timescales as described in the the development of scorecard
PON/ICL Pathway Interface Configuration
Agreement for OBC Product Management
Verify OBC requests and provide
authority for ICL Pathway to release to
the live estate
Manage the day to day relationship
with ICL Pathway
Customer Service team
Maintain a robust Business Continuity
Plan
Maintain a database tracking, the
progress of all OBC requests
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the review of the SLA. The _ I [jaz Bhatti
signatories are now satisfied that the document meets the requirements of both Internal Account Management and Business I Dave Ireland
Service Management.
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REF. CUSTOMER I NOMINATED I CUSTOMER SUPPLIER RESPONSIBILITIES CUSTOMER OUTPUT MEASUREMENT
REQUIREM OWNER CONTACT RESPONSIBILITIES
ENT
8.1.6 AP Service I Suzanne Dean Bush __ I To inform support services AP fault log, Financial
Robson David within one hour for problems / I Agreement has been reached I completed and I Inpayments
Leyshon disasters and 2 weeks in advance I between KB & RC that the sent to Bill aware of
for planned / forthcoming, customer responsibilities will I Payment problems or
changes. be identified/defined through a I Product Team I forthcoming,
Client Managers informed about I series of workshops and/or within the changes within
any incidents presentations, to be held timescales. timescales
between us, in the very near
future.
8.1.7 AP Service I Suzanne David To poll 95% of all legacy Therefore this SLA extract has I Legacy Polling,
Robson Leyshon terminals within each routine been signed off on thi: terminals polled I performance to be
poll, understanding or proviso. detailed in the
Polling problems will be daily three day
reported on AP fault log. poll failure
report.
8.1.8 AP Service I Suzanne David To contact legacy offices that Offices 3 day poll failure
Robson Leyshon have not polled for three contacted report produced
consecutive days and arrange and polled and 3 I and performance
poll day poll failure I for the month
Offices not contacted after three report included on the
consecutive poll failures should produced. report.
be polled as soon as
operationally possible and
reason for failure included on AP
fault log
8.1.9 AP Service I Suzanne David To send live “Smart” clients the Daily report Receipt of report
Robson Leyshon legacy poll failure report daily, with client by
Dean Bush I Monday - Friday. 11:00am
Contingency:
Report produced as soon as
operationally possible.
8.1.10 I AP Service I Suzanne David To produce the Legacy smart Daily report Client to receive
Robson Leyshon failures report on previous nights smart poll failure
Dean Bush I routine poll report by client by
Contingency: Produce report as 11:00am each day.
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Soon as operationally possible
and record reason for failure on AP fault log
AP fault log produced for
smart poll failure
reports not
received by Client
by 11:30am each
day.
8.1.11 I AP Service I Suzanne David To contact 100% of “live” legacy Offices Smart poll failure
Robson Leyshon Smart offices the day after the contacted and I reports retained
Dean Bush _I first poll failure. polled. and any not
Contingency: resolved the day
Offices not contacted after a poll after the first poll
failure should be polled as soon to appear on the 3
as operationally possible and day poll failure
reasons for failure to be included report.
on AP fault log.
8.1.12 I AP Service I Suzanne David To produce HAPS 3 day poll Daily report Receipt of report
Robson Leyshon failure report to include office produced and I by 10:00 am daily
Dean Bush __I details, reason for poll failure distributed. Monday - Friday
(clear), action being taken.
Schemes affected, days not AP fault log
polled, Txn’s to be polled, date produced when 3
polled and PON Region, in day poll failure
standard EXCEL format. report is not
Contingency: received by 10:00
Produce report as soon as am
operationally possible
8.1.13 I AP Service I Suzanne Dean Bush __ I To ensure Client transaction Data transferred I File transfer
Robson David data transfers take place within received by client
Leyshon client specified transfer window. to agreed
Contingency: timescales
Client data transfers. sent as soon
as operationally po: AP fault log
completed for any
transfer failures
8.1.14. I AP Service I Suzanne Dean Bush I Resolve queries generated by Resolution of Accuracy and
Robson David account teams via Bill Payment query. resolution review
Gill Payne Leyshon Product Team.within stated sheet sent to
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parameters that are supplied by query originator.
Bill Payment Product Team
Ad-hoc queries that cannot be
resolved will need to be re-
written or flagged up as an
improvement opportunity
8.1.15 I AP Service I Gill Payne David Manage the implementation of a Systems ready I Go live date
Leyshon maximun of 25 clients, within the for client go-live. I achieved.
Automated Payments Client
Take On process, within agreed
timescales.
Contingency:
Any slip in implementation to be
communicated to customer
contact and process implemented
as soon as operationally possible
8.1.16 AP Service I Suzanne David To send “Volume by day” Daily report Receipt of report
Robson Leyshon report electronically each day by by 10:00am
10:00am
Contingency:
Report produced manually or as
soon as operationally possible
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the review of
the SLA. Kevin Brothwood
The signatories are now satisfied that the document meets the requirements of both Internal Account Rabia Cody
Management and Business Service Management, with the caveat that the customer responsibilities will be
identified & defined, through a series of workshops and/or presentations and the SLA will be updated as
a result.
REF. CUSTOMER NOMINATED I CUSTOMER I SUPPLIER RESPONSIBILITIES CUSTOMER OUTPUT MEASUREMENT
REQUIREMENT OWNER CONTACT RESPONSIBILITIES
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8.1.17 I Change Kate Elliott Mark Knight I Provide accurate and timely I 1AM - IAM - 1AM -
Implementation Horizon instructions for © Ensure that OBC product I * Counter Counter
articles published in change Horizon News
Counter News , Counter instructions have been articles
News Workaid, and f received prior to issued on information
‘ , and for , °
: , publication of Counter time. provided by
delivery via MBS:- News articles. * CiTinput cir
* CN 5days © To ensure that ‘other’ to MBS NBSC calls as
¢ CNW 7 days counter news articles are obtained a result of
¢ MBS 2 hours referred to CIT for Horizon Counter
instructions as appropriate News articles
NBSC calls as
BSM BSM: a result of
© Compliance with OBC * Counter MBS
timescales News
* Sufficient time to prepare articles
articles © Workaids
* MBS
articles
8.1.18 I Authorised Kate Elliott Mark Knight BSM TAM
Temporary * Implementation of © To work with CIT in the * ATP
? Authorised Temporary development of ATPs successfully
Procedure Procedures . Implemented 1 (involving other business implemente
day from receipt of the areas MFU’s TP as d
Authorised version. appropriate).
© Problem
© Follow up OBC failures to raised if
highlight potential necessary
problems to resolve
situation.
8.1.19 I Expert domain I Kate Elliott Mark Knight I Act as an expert domain, IAM IAM
including, attending meetings _ I To ensure that CIT are © COMand
with clients on request also act} included in the review of the Horizon
as an expert domain offering, I Horizon System User Guides User
advice on the Horizon system , I and the combining, with the Guides re
and assistance in the com. issued in
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preparation of articles ¢ Toensure that, where ¢ line with
including, re-writes appropriate, emergency Work
cascades for MBS are Schedule
provided to CIT for review I ¢ CIT input
and input for Horizon to MBS
instructions obtained
BSM.
* Understanding, of why our BSM
presence is required, Meeting,
previous meetings minutes atteendance
and agenda and
confirmation that all
previous PON action
points have been
completed prior to our
attendance
8.1.20 Monthly Report I Kate Elliott Mark Knight I Provide a monthly report © Mole report
detailing the relative success of issued
changes implemented that
impact on Horizon, based on
call volumes to the NBSC. Call
volumes over 10% of the
relative network are analysed
in detail and improvement
opportunities issued via the
Counter News Editor
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the Tjaz Bhatti
review of the SLA. The signatories are now satisfied that the document meets the requirements of Kate Elliot
both Internal Account Management and Business Service Management.
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REF. CUSTOMER NOMINATED I CUSTOMER I SUPPLIER RESPONSIBILITIES CUSTOMER OUTPUT I MEASUREMENT
REQUIREMENT OWNER CONTACT RESPONSIBILITIES
8.2 Incident and __I Mark Haynes I the
Broblem / Julian White
Management
82.1 Incident ya Tjaz Bhatti_ I BSM TAM © Resolution Ie Incident
M: I Camplejohn /IAM I © Provide correct information } Provide IAM expert domain of incidents status reports
‘anagemenI product to callers to NBSC,, to input for all product areas in provided by
managers ensure clients products are I line with Incident * Incidents BSM (MOLE)
properly administered. Management process and logged on
© To accurately log incidents} within agreed timescales Remedy
under the appropriate Provide timely and accurate Toolset
categories, ensuring the information on new products I ¢ Problems
query and the solution and product changes to enable raised on
given are accurately NBSC to carry out their job. Remedy
recorded. Toolset
¢ To identify incident trends
to enable meaningful
reporting by Service Review
team.
© To raise problems based on
incident information
captured.
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the [jaz Bhatti
review of the SLA. The signatories are now satisfied that the document meets the requirements of Jill Camplejohn
both Internal Account Management and Business Service Management.
Business Service Management
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REF. CUSTOMER NOMINATED I CUSTOMER SUPPLIER CUSTOMER RESPONSIBILITIES OUTPUT MEASUREMENT
REQUIREMENT. OWNER CONTACT RESPONSIBILITIES
8.2.2 Problem Kevin Lenihan I Ijaz Bhatti I To ensure visibility of all I ¢ Provide a single point of © Impact ¢ Number of
Management problems contact problem co-ordinator assessment problems
facility within IAM. provided resolved/open
* To progress problems to within 48 as reported by
resolution ensuring, that [AM hours BSM (MOLE)
product managers are * Problems
involved as appropriate resolved
* To impact assess new
problems and feedback to
BSM to agreed timescales
* To provide regular updates on
the progression of open
problems allocated to [AM
* To raise problems emanating,
from Iam or MFUs
* Toensure that a deputy
problem coordinator is in
place to ensure continuity
Represent IAM at the monthly
problem coordinators meeting
8.2.3 Problem Kevin Lenihan I Ijaz Bhatti I Manage the analysis and _ I When proposing a problem, Problems Agreed closure
resolution of problems describe the problem and provide I resolved ( criteria met for
Management including number of sufficient information on its closed ) IAM proposed
outlets affected effect(s) and impact(s) to enable problems
people unfamiliar with the
problem to impact assess it.
8.2.4 Problem Kevin Lenihan I Ijaz Bhatti I Provide up to date record, I To respond to Update requests by I Full record of All activities and
Management via Remedy, of all the agreed date problem is requests for
problems visible to information
Problem Co- recorded as
ordinator and —_I Updates on
impacted Remedy
parties
8.2.5 Problem Kevin Lenihan I Ijaz Bhatti I Train co-ordinator(s) to Make available a nominee for IAM problem co-I Time when there
use Remedy training 3 weeks prior to a co- ordinator(s) are_I is no Remedy
Management ordinator leaving the role Remedy trained_ I trained IAM
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Problem Co-
ordinator = NIL
8.2.6 Problem Kevin Lenihan I jaz Bhatti I Ensure all problems raised I To provide a timely response to I Impacts Ifan ATP is
—_ are impact assessed all requests for problems to be recorded on needed, all areas
Management Remedy of the Business
that need to be
consulted re. The
ATP should be
identified within
72 Hours of the
problem being
opened.
8.2.7 Problem Kevin Lenihan I Ijaz Bhatti I Facilitate the production of I To provide a timely response to I Authorised ATP available
a Authorised Temporary requests to propose or authorise Temporary within 72 hours of
Management Procedures (ATPs) Temporary Procedures Procedure need being
identified by
Problem Manager
8.2.8 Problem Kevin Lenihan I Ijaz Bhatti [ When requesting, non-IAM I To impact assess the problem Impact on IAM I? % of impact
originated problems to be I within 48 hours of the request recorded on assessments
Management impact assessed, ensure I being made Remedy provided without
that the problem the need to obtain
description and further
information on the information from
problems effect(s) and Problem
impact(s) are sufficient to Management
enable the [AM co-
ordinator to impact asses
it.
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the
review of the SLA. The signatories are now satisfied that the document meets the requirements of
both Internal Account Management and Business Service Management.
Ijaz Bhatti
Des Hansbury - on behalf of
Kevin Lenihan
REF. _[ CUSTOMER I NOMINATED I CUSTOMER [I SUPPLIER I CUSTOMER
OUTPUT MEASUREMENT
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REQUIREMEN OWNER CONTACT RESPONSIBILITIES RESPONSIBILITIES
T
8.3 Business Dave Hulbert I Ijaz Bhatti
Continuity
83.1 Dave Hulbert I Taz Bhatti Production of an To provide a single point of BSM : BSM
overview document to contact for business continuity
support the PON within IAM 1. Overview 6. Updated
operating, process and document produced Quarterly
client team negotiations I Ensure 24 hr by 365 days per
annum support and availability I 2. Continuity
Provision of Business for Major Business Continuity statements 7. Provided
Continuity statements to I Incidents provided within 5
support requests for working days
information and Provide input to the crisis of the request
information to tender management team in the 3. Business Continuity
(Generic statements management and resolution of test schedule 8. Atleast 10
where possible) Major Business Continuity communicated working, days
Incidents in advance of
Two weeks advanced the test for
notice of Pathway testing I Ensure that [AM and MFU’s are medium and
which is considered by aware of Business Continuity I 4. E-mails and calls high risk tests
the supplier to be of a arrangements for MBCI’s
medium or high risk and 9, Ad hoc and to
which may impact service I Where a client requests IAM timescales
to clients or customers dedicated or unique continuity agreed during
arrangements, IAM will specify I 5. Provide regular IAM
the support needed from BSM updates required
at least three months in during, an MBCI 10. MBCI post
advance. incident
review
To provide feedback on service
quality to allow improvements
to be made
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the review of the SLA. The \jaz Bhatti
signatories are now satisfied that the document meets the requirements of both Internal Account Management and Business Dave Hulbert
Service Management.
Business Service Management
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REF. CUSTOMER NOMINATED I CUSTOMER I SUPPLIER RESPONSIBILITIES CUSTOMER OUTPUT I MEASUREMENT
REQUIREMENT OWNER CONTACT RESPONSIBILITIES
8.4 Service Liz Martin
Review Tuddenham — I Humphreys
8.4.1 Business Sue Stewart Martin a) Arrange meetings Provide empowered Documented Meetings held to
Humphreys I a) Provide relevant SLA representative actions and standard.
Automation measures / other escalated
a) Provide or arrange
secretariat
a) Circulate output
a) Manage escalation
8.4.2 I Management _ I Adele a) Provide monthly Cascade information as Report Report produced
. Kilcoyne Management of Live appropriate within AMT. produced and I and issued. to
Information Environment Report to Participate in any review issued. to agreed
nominated person(s) activity. agreed timescales.
a) Provide information to Ensure ad-hoc query requests I timescales. Ad-hoc query
satisfy ad-hoc queries in are made in appropriate way reports produced
relation to the automated I and within agreed times Ad-hoc query I to agreed
network reports timescales and
produced satisfy original
requi
8.4.3 Business Sue Stewart Martin a) develop and maintain client I a) act as business owner for I Appropriate Matrices
7 Humphreys scoring matrices in relation client scoring matrices Client impact developed and
Impact Index ' tall ICL Pathway SLAs I a) review / amend and agree I scoring agreed for al
a)
perform quarterly reviews
of client scoring matrices
and identify appropriate
amendments
all client scoring, matrices
a) review amend and agree
all changes to client scoring
matrices
Matrices for
use in the
Business
Impact Index
ICLP SLAs
within agreed
times.
Quarterly
reviews
performed and
changes agreed
within stated
times
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REF. CUSTOMER NOMINATED I CUSTOMER I SUPPLIER RESPONSIBILITIES CUSTOMER OUTPUT I MEASUREMENT
REQUIREMENT OWNER CONTACT RESPONSIBILITIES
8.4.4 Service Sue Stewart I Tjaz Bhatti I BSM TAM BSM BSM
I t a) Provide details of Horizon I a) Complete impact Service a) Agreed
mprovemen SIPs relating to products assessments of SIPs Improvements Timescales
Process and services actioned met
a) Arrange and manage a) Attend and participate inI appropriately
meetings to discuss and filtering, meetings and and tracked. a) Meetings
filter all SIPs provide empowered held and
a) Maintain records of SIPs deputy when necessary attended
and progress against them monthly.
Changes to
frequency to
IAM 1AM be agreed by
To provide a single point of I SIP assessed. both parties
contact for IAM SIP and
evaluation, ensuring, that communicated
appropriate product to BSM a) Up to date
management input is Database
provided. exists
IAM
Attend SIP
review forum
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed the review —_ I Sue Stewart
of the SLA. The signatories are now satisfied that the document meets the requirements of both Internal Adele Kilcoyne
Account Management and Business Service Management. Tjaz Bhatti
Martin Humphreys
Business Service Management
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REF. CUSTOMER NOMINATED I CUSTOMER SUPPLIER CUSTOMER ‘OUTPUT MEASUREMENT
REQUIREMENT OWNER CONTACT I RESPONSIBILITIES I RESPONSIBILITIES
8.5 Order Book Liz Phil Jeary
Gonkol Tuddenham
Service
8.5.1 OBCS Service I Liz Phil Jeary a) represent PON at — I a) progress issues Meeting, Attend all monthly PON-DSS
Review Tuddenham OBCS Service escalated to the I minutes Service Meetings scheduled
review meetings contract board circulated Circulate amended and agreed
run by the DSS and provide Service Review meeting, minutes
feedback on Issues escalated I 2 weeks after each meeting, date
outcomes as appropriate Escalate issues from Service
Review meetings as appropriate,
and to agreed timescales
All issues escalated as
appropriate and updates given to
agreed timescales
8.5.2 Information Ben Phil Jeary a) Produce monthly a) None a) OBCS Monthly Service Review book
Provision Gildersleve Service Review a) Facilitate the Service produced 1 week prior to
book reports to provision of Review Book I DSS/BSM Service review meeting,
agreed timescales source data from I a) Charging in the agreed format.
and format. OpTIP as Volumes Volumetric information for
a) Produce volumetric necessary a) Ad hoc charging, produced 2 weeks after
information for a) Provide clear reports month end
charging, purposes specification and produced Ad-hoc request reports produced
to agreed timescales x days notice of to agreed timescale and in agreed
and format requirement, format.
a) Produce Ad Hoe
reports on request.
8.53 Annual audit I Liz Phil Jeary a) participate inthe I a) provide BSM with I a) annual Plans, TOR and dates for audit
Tuddenham annual external planned audit external audit I provided 4 weeks in advance of
audit of OBCS in dates and TOR report audit taking, place
relation to a) provide BSM with All parties to be notified
operational any updates to immediately of any changes or
procedures. plans or TOR updates to Plans, TOR and dates
a) review and a) provide BSM with for audit
comment on copies of draft Full participation in the audit and
with the auditors to their
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a) recommendations a) and final audit satisfaction, including sharing all
contained within reports relevant information and updates
the audit report ‘on current activities
Review completed and comments
provided on draft and final audit
reports within 2 weeks of the
report being received.
8.5.4 Non- Ben Phil Jeary a) Arrange and lead a) Provide a) Documented I Arrange and lead monthly
ace _ I Gildersleve meetings empowered actions. working group meetings, unless
Conformance a) Provide relevant representative agreed jointly that a meeting is
Working data analysis as a) Conformane I not required/ feasible
Group input. a) Support and e Provide relevant data analysis as
a) Provide or arrange facilitate Improvemen I input to each monthly meeting,
secretariat implementation tplans or to agreed timescale outside of
a) Circulate output of improvement the monthly meeting.
: veo. initiatives a) Escalated Provide secretariat for monthly
a) Manage escalation issues. meetings
Manage escalation of issues as
appropriate, and to agreed
timescales
DECLARATION
This is to confirm that empowered representative of the contracting functions have completed I Ben Gildersleve
the review of the SLA. Liz J Tuddenham
The signatories are now satisfied that the document meets the requirements of both Internal Philip Jeary
Account Management and Business Service Management.
Business Service Management
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9. ANNEXE B - IAM/ BSM REVIEW MEETING - TERMS OF REFERENCE
1 Introduction
The purpose of the IAM / BSM Review Meeting (IBRM) is to review the performance
of the service provided by BSM for IAM.
The forum consists of representatives from the two organisations.
2 Scope
The IBRM will act as the review body for all services provided by BSM for IAM, as
detailed in the Service Level Agreement between the two organisations. It will focus
on the achievement of the joint objectives of the organisations, and will review both
the performance of the supplier, and where the process is dependent on input from
the customer, it will review customer performance. It will also take a view on the
effectiveness of the support received from the business, and address any issues
preventing service operation by normal processes.
The scope of work covers a variety of services within BSM and IAM. It is important
that this body does not duplicate work reviewed by other Service Review groups
within the Horizon Service Review Framework.
2.1 Subjects to be reviewed
The main areas of business on which the IBRM will focus the review are described in
section 2 of the SLA.
2.2 Associated policies and processes
The Terms of Reference have been developed in line with the policies and processes
of the Post Office Management Model and with Service Management Framework
Service Review documentation.
3 Meeting process
3.1 I Members
The core members are:
IAM - Process and Planning Manager
BSM - Head of Operational Performance
BSM - Meeting Secretary
Other attendees will be invited as and when required.
It is important that all representatives are suitably empowered to speak for and act
on behalf of their respective domains.
If a member can not attend a meeting, it is the responsibility of the member to
appoint a suitable substitute to take their place.
3.2 Inputs
1. Service Performance reports
2. Service Forecast reports
3. Service Improvement Proposals
3. Problem updates
4, Issues raised to the forum
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5. Minutes and actions of the previous meeting
3.3. Outputs
1. Action Log
1. Issues for Escalation
1. Status report
3.4 Agenda
The basic structure of the Agenda will remain constant. However, members or
attendees can request items to be added to the agenda if appropriate.
The chairperson will ensure an agenda is prepared in accordance with all attendees’
requirements and circulated before the meeting together with the statistics report.
The basic structure of the agenda will be:
Description
Introduction / agenda review
Agree minutes of last meeting and review action log
Review Delivered Service
Review Forecast Service
- Forecast volumes and peak management
(to be provided by IAM)
- New Release impact
- Business Change initiatives
5 Review live Problems
6 Consider Service Improvements
- Process change
- Procedures
7 Any Other Business
8 Review of meeting
Biola
3.6 Frequency of Meeting
For the duration of the trial of the SLA the meeting will be held monthly.
Subsequent to the trial the meeting will be held quarterly
4 Escalation and Referral
4.1 Escalation
Escalation from the IBRM will be decided on a case by case basis, to the manager or
body considered to have authority over the issue in question.
Where agreement cannot be reached, the escalation route will be via the Head of
Internal Account Management and the Head of Business Service Management to the
Director of Customer and Network Specification and the Director of Operations.
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
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higher level will normally occur either:
« When an issue is causing increased concern through time delay and consequent
business impact, or
e When it has not been possible to reach agreement on some aspect of the definition,
management or resolution of the issue.
4.2 Referral
The IBRM will refer to the appropriate body issues that are outside its scope.
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