Post Office Ltd
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Name
Title/Role
Signed
Paul Phillips
Reference Data Interface Manager
Paul O'Gorman
RDS Project Manager
Matt Warren
Reference Data Operational Manager
Andy Corbett
EPOSS Service Provision System Team
Manager
Dave Wilcox
ICL Pathway Reference Data Manager
Authorised
Dave Hardie
System Support Reference Data
Manager
Martin Riddell
ICL Pathway Customer Service Director
© Consignia 2001
Date
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storage retrieval, and reproduction in which this information may be embodied.
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0. Control
0.1. Document History
10a 22-02-1999 Initial draft, following multiple OLA workshops
between POCL and ICL Pathway.
1.0b 04-03-1999 I Draft issued for review by POCL & ICL Pathway.
1.0¢ 23-03-1999 I Draft containing initial comments from POCL & ICL
Pathway.
1.0 26-03-1999 _I Initial issue.
11 21-06-1999 I Revised initial issue, incorporating further changes
from Pathway / Reference Data Team.
1.2 01-07-1999 Further revisions to incident management processes
included.
1.3 19-07-1999 _I Issue for sign off, including correction to lead times
document reference.
20a 18-09-2001 Formal Review. Draft issued for review by PON & ICL
Pathway.
2.0b 08-01-2002 I Revised review, containing initial comments from POL
& ICL Pathway.
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0.2. Terms and Abbreviations
The following terms and abbreviations are used in this document:
AIS Application Interface Specification
CCN Change Control Number
Express Change An express change describes a subset of change types which are to be
implemented within an agreed timescale which is shorter than normal.
HSH ICL Pathway Horizon System Helpdesk
NBSC POL Network Business Support Centre
OLA Operational Level Agreement
POCL Post Office Counters Ltd - the former name of PON
PON Post Office Network - the former name of POL
POL Post Office Ltd - the name that supersedes PON
RDMC ICL Pathway Reference Data Management Centre
Rework Activity required to progress a change when an error correction file or
amendment file is required / provided.
RDS POL Reference Data System
RDT ICL Pathway Reference Data Team
SLA Service Level Agreement
TIS Technical Interface Specification
Type A Data transmitted electronically from RDS to RDMC over an automated
interface.
TypeB Data transmitted electronically from OBC Service Provision Team to RDT
over a non-automated interfaces.
TypeC Data prepared by ICL Pathway.
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0.3. References
The following documents were either referred to or used during the production of this
document:
Reference Title Source
1. TI/IFS/003 Pathway to Post Office Technical POCL
Interface Specification
2. RDP/AIS/014 Application Interface Specification POCL
Reference Data to Pathway for CSR+
3. RDP/AIS/011 Application Interface Specification POCL
Reference Data to Pathway Type B
Data for CSR+
4. RDP/TEC/903 Data Transfer File Protocol: POCL to =POCL
Pathway
5. PSGckbk.doc FTP Logging Requirements - LAN POCL ITS
Infrastructure Services
CS/IFS/001 Reference Data Change Catalogue ICL Pathway
CR/REQ/006 Outlet Change Requirements & Pathway
Service Matrix
8. CR/PRD/029 Process for Operational Business Pathway
Change - Outlet
9. CR/PRD/030 Process for Operational Business Pathway
Change - Product
10. CS/PRD/033 POCL Verification of Reference Data ICL Pathway
Changes for NR2
11. CS/PRD/058 ICL Pathway/POCL Interface ICL Pathway
agreement for Operational Business
Change - Product
12. Reference Data System Service Level I POCL Prod.
Agreement Systems Services
13. RDP/TEC/009 Version Control Rules POCL
14. csaref8.doc Reference Data System Customer POCL Prod.
Support Agreement Systems Services
15. RDP/TEC/951 Reference Data Rules And Values POCL
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0.4. Contents
[TOC \O "1-3" \T "APPENDIX 3,3, APPENDIX 2,2, APPENDIX 1,1" ]
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0.5. Forecast Changes
Inclusion of Service Management Framework and Contract Change Control procedures
documentation to baseline document set (section [ REF _Ref447081997 \n ]).
Inclusion of POL NBSC Roles & Responsibilities (section [ REF _Ref447085778 \n ]),
Prioritisation (section [ REF _Ref447082160 \n ]) and Change Management (section [ REF
_Ref447082164 \n ]) sections.
Revision of the primary type A automated interface in support of Network Banking release
requirements.
Possible revision of contractual SLAs in the light of this OLA (section [ REF _Ref444069333 \n
).
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1. Introduction
This document is an Operational Level Agreement (OLA) between POL and ICL Pathway. It
outlines the practical arrangements that have been agreed between the two organisations for
processing and maintaining reference data as part of the overall Horizon service.
2. Purpose
The OLA facilitates a joint approach to managing and supporting the operational interface.
POL and ICL Pathway will use the OLA as a firm basis for developing effective and consistent
working level procedures.
3. Scope
This OLA applies only to the interface across which reference data is passed from the POL
Central RDS to ICL Pathway (RDMC).
3.1. Exclusions
This OLA excludes:
Detailed discussion of the content of reference data files. This is covered in the relevant
application interface specification document?.
Vv
> Any arrangements made between ICL Pathway and the POL OPTIP system;
> The Operational Business Change processes or procedures® 7 8-9 10,11;
> Any other interfaces from the POL Central RDS (e.g. OPTIP, SAPADS LFS etc.).
3.2, Service Management Framework
Where appropriate, this OLA conforms to the concepts and principles of the joint Service
Management Framework agreed between POL and ICL Pathway (see section [ REF
_Ref444068434 \n J).
3.3. Duration
The OLA will need to be reviewed, but not necessarily revised, every 12 months from sign off
(see section [ REF _Ref445192071 \n ]).
4. Status
The OLA is a “Working Document”. As such it is without prejudice to any of the parties and
nothing contained herein shall be deemed or construed as affecting existing contractual
obligations (see below) or creating new contractual obligations between any of the parties.
5. Contractual Obligations
Schedule G10 of the Codified Agreement between POCL and ICL Pathway specifies the Service
Level Agreements relating to reference data. Schedule G10 sets deadlines for POL delivering
reference data to ICL Pathway. It also sets targets for ICL Pathway delivering reference data to
Post Office outlets.
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A Technical Interface Specification (TIS) describes the physical nature of the RDS to ICL
Pathway interface!.
Two Application Interface Specifications (AIS) define the precise format and associated rules
for passing data across the RDS to ICL Pathway interface? °.
Reference Data Rules and Values provides an agreed basis for the validation of reference data
to be implemented in both the POL and ICL Pathway domains as part of the Operational
Business Change process!5.
6. Objectives of the OLA
> To provide a consolidated summary of all the day to day operational and support
arrangements for delivering and maintaining Reference Data across the RDS/RDMC
boundary.
> To clarify the respective roles and responsibilities of all relevant groups involved in
delivering and maintaining Reference Data across the RDS/RDMC boundary.
> To facilitate the development of comprehensive and consistent working level procedures for
delivering and maintaining Reference Data across the RDS/RDMC boundary.
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7. Normal Data Processing Arrangements
7.1. Interface Outline
The POL RDS stores business reference data concerning
POL’s organisational units and structure, its products, PoCL
automated payment tokens and accounting structures. —
This data is primarily used to support the Horizon System
service - both ICL Pathway’s systems and the POL
OPTIP system.
All data in the RDS is driven by effective dates, hence POCL
the RDS acts as the mechanism used to manage the Pettway Transaction
implementation of operational business changes (OBC) ROM Peceeey
within the Horizon systems.
POL have undertaken to supply reference data in
accordance with agreed OBC lead times® 789 10,11,
PON POL supplies ICL Pathway with distinct reference data - type A (see
RDS section [ REF _Ref445008495 \n ]).
= x The transfer of this data is achieved by POL placing reference data files
Interface ona gateway PC owned and maintained by ICL Pathway (see section [
I REF _Ref445008405 \n J).
ICL Pathway i initi idati
RDMC. ICL Pathway will perform an initial validation of the reference data
placed on the gateway and either accept or reject it. The POL RDS team
shall be responsible for analysing and resolving any errors arising from this validation process
(see section [ REF _Ref446227920 \n ]).
Once accepted, the data will either be:
(a) Processed and released to Post Office outlets, e.g. minor changes to outlet details; or
(b) Processed and offered for further verification/authorisation by POL, prior to being released
- e.g. new products being introduced.
7.11. Type A Data Files
Type A data files consist of wholly automated extraction’s from the POL RDS. The precise
content and structure of these files in defined in the relevant AIS?
Multiple files may be created each day, up to a maximum of 999.
Supply of type A data to ICL Pathway will be in accordance with agreed Operational Business
Change procedures and timescales® 79 10,11,
Type A data files may consist of either:
> Data content records generated in support of one or a number of Help Desk changes.
>» Data content records generated in support of one or a number of Advanced changes.
> Data content records generated in order to correct a single / multiple error.
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In any case, every type A file is allocated a unique Change Control Number (CCN), which
identifies the specific change supported by the data content of the file. These CCN’s are
supplied to ICL Pathway within the data files themselves.
7.1.2. Type B Data Files
Type B (Scales) data files, the precise data content of these files is defined in a separate AIS°.
All type B data files will be accompanied by a delivery note detailing any associated CCN’s.
Type B files are created whenever changes to the relevant reference data are received.
Supply of type B data to ICL Pathway will be in accordance with agreed Operational Business
Change procedures and timescales® 79 10,11,
Multiple type B files may be created on any day, up to a maximum of 36 of each type.
On days where there are no changes to type B data, there will be no type B files sent to ICL
Pathway.
Type B data files are currently supplied by Business Service Management Development, EPOSS
Service Provision Team (Formerly Outlet Systems Group) .
7.2. File Transmission
Technical details TypeA&B Type ABB
° Reference Data PI Reference Data
concerning the transfer POCL Files Files ICL Pathway
of reference data files RDS I a RDMC/RDT
are defined in FTP ad = the
protocol documents* >. Huthw aite Gatew ay PC
Both POL and ICL
Pathway use a gateway PC, situated in Huthwaite, as the common hardware infrastructure for
the exchange of reference data files.
Whilst the gateway PC is situated at a POL site, ICL Pathway is responsible for its maintenance
(see section [ REF _Ref444069592 \n }), and for provision of back-up facilities (see section I REF
_Ref444069596 \n ]).
7.2.1. Response Files
Response files are generated automatically by the Gateway PC to RDS and indicate success (or
failure) of the transfer of data to the Gateway PC. Response files are generated automatically
by RDMC and indicate success (or failure) to load data into RDMC.
7.3. Processing Cycles
7.3.1. Normal Operational Hours
The POL RDS operations team typically operates from 7:30am to 5:30pm, Monday to Friday,
with occasional late (8:00pm) and weekend working.
ICL Pathway’s operational hours are from 9am to 5pm, Monday to Friday.
Business Systems National Helpdesk, for the resolution of incidents, from 8am to 6pm, Monday
to Friday (see section [ REF _Ref446227920 \n ]).
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Contact details are specified in this document in section [ REF _Ref444069942 \n J.
7.3.2, Out of Hours
Hours excluded from those specified in section [ REF _Ref445190524 \n ] shall be considered to
be out of hours where only the following are expected:
>» The POL RDS team will provide a 24-hour contact in case of a major business continuity
incident.
> ICL Pathway shall similarly provide a 24-hour contact (via Horizon Systems Helpdesk) for
the management of major business continuity incidents.
7.3.3. Daily Processing Cycles
The following diagram illustrates the business as usual activities relevant to the POL RDS / ICL
Pathway RDMC interface in a typical working day.
(00:00 01:00 02:00 03:00 0400 05:00 06:00 07:00 08:00 09:10 1000 1100 1200 1300 1400 15:00 1600 17:00 18:00 19:00 2000 2100 2200 2300 0000
1 0L Pathway ROMC Reference Data Calection
2- POCL Reference Data Team Error File Collection
1. The POL RDS operational team shall generate and transmit reference data files to ICL
Pathway at the earliest practicable opportunity, with due regard to both agreed OBC
procedures and those times when ICL Pathway file retrieval takes place.
At 8am, and at 2 hourly intervals thereafter until 8pm, a scheduled task commences ICL
Pathway reference data file retrieval and RDMC data load.
2. The POL RDS operational team shall also collect and analyse response files generated by the
ICL Pathway RDMC (see section [ REF _Ref446227920 \n }).
3. For pre-authorised changes, the data is processed within the RDMC and TSM system and
transmitted to the Outlets overnight.
7.3.4. RDS to OPTIP Transfer problems
RDT will not release any Reference Data to the Live environment before 10 a.m. to allow the
POL Reference Data Operational Team to inform Pathway should any problem have occurred
in the transfer of data from RDS to OPTIP. This will help to reduce the risk of data being sent to
the Live counters before OPTIP has received it. Should there be any such problems, the POL
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Reference Data operational team will advise Pathway which (if any) files will be affected by the
problem and the likely time to resolution.
7.3.5. Urgent Reference Data Changes
RDT will monitor RDMC for Reference Data changes which fall into the category of Basic
Express or Migration Special until 10am and take the appropriate action. If a Migration Special
is submitted to RDMC after 10am, and POL wish action to be taken, RDT should be contacted
by telephone and requested to progress the change (this is not an option for Basic Express
changes due to the processing times involved).
Should an incident occur which requires changes to Reference Data, the priority given to the
delivery of the Reference Data will be governed by the priority of the incident.
7.3.6. Errors and Rework
Observed errors result in the change being suspended awaiting corrective action. For example,
file(s) containing rejected records will not be processed by RDT until the rejected records have
been corrected, this will be classified as Rework.
Rework files are files which are, or appear to be, either amendment or error correction files toa
change that is currently being progressed.
Action will be taken in an attempt to establish and eliminate root causes for Rework.
74. Error Handling
For both Type A & Type B data files, ICL Pathway RDMC/RDT generates response files, the
contents of which either confirms successful loading of the data, or notifies POL of any interface
errors. In addition, file(s) acknowledging ICL Pathway’s receipt of transmitted reference data
file(s) are also generated.
POL shall expect to be in receipt of response files relating to Type A data files approximately
1% hours, but not more than two hours after transmission, during the working day.
In the case of transmissions loaded at 8pm, response files will be expected by 8am the following
day.
The following table classifies possible errors on the operational interface, and prescribes how
they should be dealt with.
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N° I Error Error description Action
detected by
1. I POLRDS RDS operational team unable to transmit I See section [ REF
operational file. _Ref455386313 \n ].Raise-as
team amincident (see section [
REF _Ref446816046 \n ]
2. I POL RDS RDS software problems. See section [ REF
operational _Ref455386313 \n ].Raise-as
team an incident (see section [
REF _Ref446816046 \n ]
3. I ICL Pathway I ICL Pathway RDMC unable to transmit See section [ REF
RDT response files. _Ref455386313 \n ].Raise-as
anincident(see section [
REF _Ref446816046 \n ]
4. I POLRDS Non receipt of response files, possibly See section [ REF
operational indicating infrastructure problems. _Ref455386313 \n ].Raise-as
team vee ge ese ete
REF _Ref446816046 \n ]
5. I POL RDS Interface error, immediately resolvable by I POL RDS operational team
operational the POL RDS operational team with no to resolve, with advice
team impact upon business as usual. from expert domains, as
required.
6. I POL RDS Interface error, resolvable by the POL RDS I See section [ REF
operational operational team but with impact upon _Ref455386313 \n ].Raise-as
team business as usual. saladideste see
REF _Ref446816046 \n ]
7. I ICL Pathway I Technical difficulties, immediately ICL Pathway RDT to
RDT resolvable by the ICL Pathway RDT with I resolve.
no impact upon business as usual.
8. I ICL Pathway I Technical difficulties, impacting upon See section [ REF
RDT business as usual activities. _Ref455386313 \n ].Raise-as
REF _Ref446816046 \n ]
9. I ICL Pathway I Incomplete data for a change, resulting in I See section [ REF
RDT possible impact upon OBC timescales®. _Ref455386313 \n ].Raise-as
an incident (see section [
REF _Ref446816046 \n ]
10. I POL RDS Hardware infrastructure problems. See section [ REF
operational _Ref455386313 \n ].Raise-as
team / ICL an incident {see section [
Pathway
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RDT REF _Ref446816046 \n ]
11. I BS National I Hardware problems. See section [ REF
Helpdesk _Ref455386313 \n ].Raiseas
REF _Ref446816046 \n ]
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7.4.1, Milestones at risk
If an error or errors might put at risk the implementation of a change within agreed OBC lead
times'!, an incident must be raised (see section [ REF _Ref446816046 \n ]), as soon as the error is
identified.
In all other cases, the party identifying the error must report it to the other party, detailing the
nature of the error, at the earliest possible opportunity.
The best course of action to manage the error through to resolution shall then be identified and
agreed. Again, if it is identified that the error may cause a change to fail to be implemented
within agreed OBC lead times", an incident must be raised (see section [ REF _Ref446816046 \n
).
74.2. Exceptional Circumstances
In exceptional circumstances, POL and ICL Pathway may agree to exchange files in other ways;
and/or apply error correction data in other ways.
The primary fallback mechanism for supply of reference data files to ICL Pathway in the event
of gateway PC failure shall be the use of e-mail.
For this purpose, the POL RDS operational team shall use the following e-mail addresses,
prioritised in the order as listed:
OBC Product¢
OBCRefData@
OBC Network
listed in section [ REF _Ref447085468 \n J.
The secondary fallback mechanism for supply of reference data files to ICL Pathway in the
event of gateway PC failure shall be the use of CD ROM, sent via courier.
CD’s shall be sent via courier to ICL Pathway’s site at Bracknell (see section [ REF
_Ref447085389 \n ]).
Response files should be sent back to the RDS operational team utilising the same ways and
means.
7.5. Engineer Visits
If, as a result of a help desk call being raised, an ICL Pathway engineer is required to visit the
POL Huthwaite site, ICL Pathway will inform POL BS National Helpdesk of the engineer's
name at least half an hour before the engineer is due to arrive.
POL will ensure that the Reception Security at Huthwaite will have a pass organised to allow
the engineer access to the site.
The engineer will carry an identity badge at all times whilst he is on site, and present it for
inspection at the Huthwaite Reception desk.
This procedure will be the same for out of hours emergency access.
7.6. File Back-up and Retention
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7.6.1. Back-ups
The POL RDS is backed up 2 hourly (transaction logs only) with a complete back up to tape at
the end of each normal operational processing day.
The ICL Pathway RDMC and RDDS databases are backed up after agent processing.
This ensures that in the event of a system failure (whether it be either the Reference Data, ICL
Pathway or OPTIP systems failing) points of consistency exist between the systems that
minimise the potential impact of a failure.
7.6.2. Archiving
All reference data files are archived by the Reference Data operational team, prior to
transmission. In exceptional circumstances, ICL Pathway may request for a specific file or files
to be resent.
In such circumstances POL will make its best endeavours to deliver the requested file(s) within
a period of 72 hours.
In any case, POL shall leave files on the gateway for at least 7 days before deletion.
All files sent by the Reference Data operational team (reference data files, error correction files)
shall be retained for a period of 18 months, this being determined by POL internal auditing
requirements.
8. Disaster Recovery
In the event of a Major Business Continuity Incident (MBCI) the POL Central RDS team will
invoke the Reference Data Operations Team Business Continuity Plan (Ref. CON/PLN/003)
which covers :
> The relocation of the POL Central RDS and the Reference Data Operations Team within
Transaction Processing to the Colvin Assured fixed Office Recovery site in Bradford.
> The restoration of service provided by the Reference Data Operations Team.
In addition to this, the completed daily back ups of the POL Central RDS are stored off site each
night.
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9. Roles and Responsibilities
9.1. POL
9.1.1. RDS Operational Team
> The principal function of the RDS team is to ensure that the reference data required to
support the operational business changes is entered into the POL Reference data system and
forwarded to ICL Pathway in appropriate data files in an accurate and timely fashion.
> The RDS operational team will act as an expert domain for the purpose of resolving
reference data incidents and/or problems (see section [ REF _Ref444071193 \n ]).
9.1.2. Change Authorisers
Change authorisers will act on behalf of the Business Centre Managers to manage operational
business changes onto the Horizon platform® 7 ®9 10,1,
They shall:
> Ensure that the change information ultimately passed to the RDS team is accurate, complete
and timely.
>» Manage the allocation and recording of unique change control numbers (CCN’s)!!.
v
Aid the RDS team in the resolution of any reference data errors reported by ICL Pathway
resulting from incorrect or incomplete data supplied to the RDS.
Support ICL Pathway in the process of reference data verification/ validation’.
vv
Confirm the completeness and availability of the reference data to ICL Pathway".
> Sign off the implementation of changes".
9.1.3. Business Systems National Helpdesk
The BS National Helpdesk provides a single point of contact for users of POL IT
infrastructure!2 15,
National Helpdesk shall guarantee ownership of user incidents until resolved either by the
Helpdesk itself or by third party support providers managed by the Helpdesk.
For POL, Helpdesk shall be responsible for the following:
» The provision of Microsoft Office operational support.
Vv
The diagnosis and resolution of Windows 95 incidents.
The diagnosis and resolution of PC hardware and configuration problems.
v
The diagnosis and resolution of printer hardware and configuration problems.
v
The diagnosis and resolution of LAN critical hardware incidents.
» The diagnosis and resolution of TCP/IP incidents.
>» The diagnosis and resolution of WAN critical hardware incidents.
» The diagnosis and resolution of incidents relating to the RDS application software.
Helpdesk shall have no responsibility for any ICL Pathway hardware or software.
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9.1.4. POL NBSC
[DN: To be supplied]
9.1.5. POL Business Service Management
POL Business Service Management are responsible for developing and maintaining the Service
Management principles, processes and procedures that are being implemented across the
whole business.
POL Business Service Management also provide the primary interface to ICL Pathway for
developing and documenting the joint Service Management Framework that has been agreed
between the two organisations.
In particular, POL Business Service Management undertake various centralised Service
Management functions that provide operational support to a variety of POL Business Units and
external Suppliers (incl. ICL Pathway), i.e.:
> Incident Management (via the Network Business Support Centre)
Vv
Problem Management
Vv
Change Management
Business Continuity Planning
vv
Service Review (incl. the Horizon Service Review Forum with ICL Pathway)
» Performance Reporting and MIS
» Service Configuration Management
9.2. ICL Pathway
9.2.1. Reference Data Team
The ICL Pathway Reference Data Team (RDT) shall:
>» Ensure that change information passed from POL meets the criteria specified in the change
request.
» Release low risk (Help Desk) changes directly into the ‘live’ environment.
>» Manage Advance reference data changes to the ‘live’ environment.
Vv
Ensure that changes requiring authorisation are sent to relevant authority with appropriate
supporting information (e.g. verification reports).
Ensure that changes to reference data are properly implemented in ICL Pathway’s systems.
Provide an interface to register pre-Live incidents.
Vv wv
Monitor and track Live incidents through to resolution.
9.2.2. Horizon Systems Help Desk
» Provide an interface to register Live incidents.
» Monitor and track Live incidents through to resolution.
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10. Service Management
POL and ICL Pathway have jointly developed a Service Management Framework to support
the end to end Horizon service. The framework defines a variety of discrete but inter-
dependant Service Management disciplines that both POL and ICL Pathway have agreed to
deploy consistently across their respective organisations. These are all described in the Service
Management Framework document set.
The following paragraphs describe how the disciplines of Incident Management, Business
Continuity Management, Problem Management and Change Management are deployed to
support the processing of Reference Data.
10.1. Incident Management
Incidents are day to day faults and failures in computer systems or related processes and
procedures. For example, in the reference data environment these will include all of the
following:
> Hardware, software, networking faults
> Interruptions to data processing
>» Delayed or incorrect data
>» Accounting and reconciliation errors
Fundamentally, the incident management discipline is aimed at ensuring all incidents are
reported to an appropriate Help Desk service. Amongst other things, the Help Desk will record,
allocate a unique identifier, prioritise and manage every incident through to a satisfactory
resolution. There are three significant Help Desk services supporting the reference data
environment, i.e. Horizon Systems Help Desk (ICL Pathway), National Helpdesk (BS) and the
Network Business Support Centre (POL).
10.1.1. Incident Management within POL
If an incident arises within POL there will be a choice of Help Desk services to contact. National
Helpdesk will field all incidents of a technical nature, excepting those that involve the Horizon
equipment deployed in Post Office outlets. The Network Business Support Centre will field all
business incidents.
Certain incidents may have technical and business aspects. These will be reported to both
National Helpdesk and the Network Business Support Centre. The two Help Desks will co-
operate over the management and resolution process.
10.1.2. Incident Management within ICL Pathway
All technical and business incidents arising within ICL Pathway will be reported to the Horizon
Systems Help Desk. Post Office outlets will also contact the Horizon Systems Help Desk to
report any incidents involving the local computer systems installed by ICL Pathway.
10.1.3. Cross Boundary Incident Management
The nature of this interface means that certain incidents will require action and investigation
across the organisational boundaries of POL and ICL Pathway. The raising of incidents across
boundaries can only be done by the respective Help Desks. Both National Helpdesk or the
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Network Business Support Centre are empowered to raise incidents with the Horizon Systems
Help Desk (and vice versa). When an incident is passed between Help Desk services each will
make a note of the unique identifier allocated by the other (for tracking and audit purposes).
10.1.4, Help Desk Call Matrices
The Horizon Systems Help Desk, BS National Helpdesk and the Network Business Support
Centre will co-operate to develop a Help Desk Call Matrix for each service. These will
categorise the likely incident scenarios, clarify the proper reporting routes, highlight the
potential technical or business impacts of each incident and specify the anticipated call to fix
times.
10.1.5. Prioritisation
The SLA with the RDS supplier, in conjunction with BS National Helpdesk, will allocate a status
of High, Medium or Low for each incident.
10.1.6. Expert Domains
It may be necessary for various experts in ICL Pathway, ITS and POL to co-operate over the
resolution of certain incidents. It is therefore important that the respective roles and
responsibilities of the relevant expert domains are clearly defined and agreed. Sections [ REF
_Ref446229979 \n ] and [ REF _Ref446229984 \n ] provide further information and contact
details.
10.2. Business Continuity Management
Certain incidents may arise at the RDS/ICL Pathway interface which have the potential could
cause major operational disruption and/or have serious impacts on customers and clients.
These will be regarded as Major Business Continuity Incidents and identified as such within the
Help Desk Call Matrices (see section [ REF _Ref446230033 \n })
Major Business Continuity Incidents will be subject to the Cross Domain Business Continuity
Management process. This supports immediate escalation of a Major Business Continuity
Incident to senior managers in both organisations who will form a joint Business Continuity
Management Team. The escalation route is available 24 hours a day, 7 days a week, 365 days a
year.
The joint Business Continuity Management Team will co-ordinate the invocation of Recovery
Plans and Contingency Procedures where necessary.
10.3. Problem Management
POL has established a Problem Management function within its Business Service Management
organisation.
ICL Pathway has established a Problem Management function within their Customer Services
organisation.
These functions exist to facilitate the escalation, management and resolution of problems that
impact across the boundaries.
Consequently, all problems that arise across the RDS/ICL Pathway interface must be reported
to and progressed via these routes.
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10.4. Change Management
[DN: To be supplied]
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11. Documentation & Reporting
Should all necessary data required for the implementation of a change not be received by the
necessary OBC milestone, an incident will be raised detailing what data was not received, and
to what change the missing data relates.
The RDS operational team shall expect to receive a summary of all incidents logged with ITS
from the POL Support Services team, on a monthly basis.
12. OLA Reviews
12.1. Ownership
This OLA shall be owned and maintained by the RDS operational team, who shall utilise
suitable procedures to manage any changes to this document that may arise (see section [ REF
_Ref447094352 \n }).
12.2. Operational Review Forum
POL and ICL Pathway will review this OLA through operational review meetings.
These meetings shall be held at regular intervals, Reference Data Operational Review Forum
held monthly, and the OLA will be addressed within these operational review meetings
whenever it is considered necessary, during the period the OLA remains relevant.
In any case, this OLA should be reviewed within 12 months of sign off.
Any amendments to the OLA will remain non-contractual but will be agreed between POL and
ICL Pathway through the Operational Review Meetings, and agreed representatives from POL
and ICL Pathway shall formally sign off an updated hardcopy version.
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13. Contact Details
13.1. POL
13.1.1. Reference Data System Operational Team
Address: Nol Future Walk
West Bars
Chesterfield
S49 1PF
Primary Operational Contact
Name: Matt Warren.
Telephone: H
Fax: ' H
Mobile: I H
E-mail: I
Secondary Operational Contacts ‘- J
Name:
Telephone: I
Fax:
E-mail:
Name:
Telephone:
Fax:
E-mail:
13.1.2. POL Business Systems Services
National Helpdesk
Postline:
Telephone:
13.1.3. POL EPOSS Service Provision System Operational Team
Address: 1st Floor North,
Consiga,
Concept House,
250 Farnborough Road,
FARNBOROUGH,
GU14 7LU
Primary Contact
Name: Andy Corbett
Telephone:
E-mail: 1
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13.1.4. POL Business Service Management
OBC Service Provision Manager
Name: Rabia Cody
Telephone:
Fax:
E-mail:
Service Development Manager *
Name: 7
Telephone: ;
Fax:
E-mail:
Service Quality Manager u
Name: Ke
Telephone:
Fax: H
E-mail: :
General Enquiries .
Telephone:
Fax: : :
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13.2. ICL Pathway
13.2.1. ICL Pathway Customer Service
Address: Lovelace Road,
Bracknell,
RG12 8SN
Primary Contact Details
Title: Reference Data Manager
Telephone:
Fax: !
E-mail:
Secondary Contact Details
Title:
Telephone: }
Fax:
E-mail:
Out of hours Contact Details
Title:
Pager: H G RO
Title: Horizon Systems Helpdesk
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