Contents
description
Transcript of Contents
Local Loop Unbundling
Customer Service Management
Catalogue
1. Contents
1. CONTENTS 2-3
ANNEX 1A DOCUMENT HISTORY 4
ANNEX 1B DOCUMENT REVIEW 4
2.
2.1
INTRODUCTION TO THE CUSTOMER SERVICE
MANAGEMENT CATALOGUE
Scope.
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5
3.
3.1
3.1
3.1.2
3.1.3
3.1.4
3.1.5
3.1.6
3.1.7
3.2
3.2.1
3.2.2
3.2.3
3.2.4
3.2.5
3.2.6
3.3
3.3.1
3.3.2
3.4
4.
SYSTEM MANAGEMENT
CUSTOMER INTERFACE.
Openreach Service Desk
Service Overview
Service Desk Hours of Cover
Service Desk Indicators
Management of Escalations and Priority Matrices
Service Desk Interaction with SMC
Support Type Definition
PROCESS
Systems Incident Management
Incident Management Notification
Incident Classification Definitions
Communications for Major Incidents
Closure of P2 to P4 Incidents
Closure of P1 Incidents
Change Management Services
Change Management Notification
Openreach Change Communication
FORUMS
DELIVERY MANAGEMENT CUSTOMER INTERFACE
6-10
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5. APPENDIX A - TABLE OF IT INFRASTRUCTURE
LIBRARY (ITIL)
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6. APPENDIX B – GLOSSARY 18
Issue 3.0Author: Karen EadesDate: 03/03/08In Confidence Openreach, OTA and Contracted CPs
Page 2 of 18
Annex 1A Document History
Issue Number Date CommentsDraft 1.7 31/03/06 First external draft to LLU CPsDraft 1.8 05/05/06 Rewrite of all sections.Draft 1.9 16/05/06 Second external draft to LLU
CPsDraft 1.10 09/06/06 Third external draft to LLU CPsIssue 1.0 23/06/06 First external issue to LLU CPsIssue 2.0 24/06/07 Yearly Review of DocumentIssue 3.0 03/03/08 Yearly Review of Document
Annex 1B Document Review
Document Reviewed: Name Date Issued24/06/07 K Eades 03/03/08
Issue 3.0Author: Karen EadesDate: 03/03/08In Confidence Openreach, OTA and Contracted CPs
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2. Introduction to the Customer Service Management Catalogue
2.1 Scope
The Customer Service Management Catalogue describes how Openreach will support the delivery of Local Loop Unbundling (LLU) services. The information is supplied for the purpose of assisting Communication Providers (CPs) to plan and manage LLU arrangements between themselves and Openreach.
This appendix has been documented to supplement information within the Customer Service Plan (CSP) and to develop that detail. Each of the sections complements existing information in the CSP.
Each of the above sections outlines: Customer Interface - includes contact points, targets and hours of cover.
NB It would be helpful if a second point of contact could be given when raising any issue with the Service Desk.
Process – covers for system management incidents, problems and change control, keeping customers informed, escalations, complaints, and expedites.
Metrics – includes all available targets / KPI’s. Delivery Management – this is covered more fully in the Customer
Service Plan. Forums – outlines the various forums their scope, accountability,
frequency and classification of attendees.
Below is a diagram to show the first point of contact for Communications Providers (CPs) dependant on the reason for the call i.e. System / Repair / Provision or Billing.
Communication Providers First Point Of Contact
REPAIR / ASSURANCEIssues / Enquiries /
Complaints
PROVISION / FULFILMENTIssues / Enquiries /
Complaints
SYSTEMIssues / Enquiries /
Complaints
BILLINGIssues / Enquiries /
Complaints
Provision ServiceManagement Centre
(SMC)0800 155 807
Option is Dependanton Product
MPF / SMPF / NP0800 085 0642
WES / BES0800 731 6993
Option is Dependanton Issue
0800 592 141Liverpool Service Desk
0800 085 1287
To Further An Escalation Contact Names and Numbers Can Be Found Within TheCustomer Service Plan (CSP).
Issue 3.0Author: Karen EadesDate: 03/03/08In Confidence Openreach, OTA and Contracted CPs
Page 4 of 18
3. System Management – CP Interface
3.1. Openreach Service Desk
The Openreach Service Desk is the normal route for CPs to report any issues with Openreach systems. If you are experiencing problems or abnormal system behaviour, then contact the service desk who will register an incident, collect details from you and give you an incident reference number so that the incident can be tracked to resolution. You may be asked to provide the affected DN numbers, and Siebel Reference number, if appropriate, to enable the Openreach Service Desk to deal with your IT problem more efficiently. The Service Desk will then despatch the incident to application support groups who will analyse and fix the incident in line with the priority assigned by the service desk.
For access to the Openreach Service Desk dial 0800 0851287.
Alternatively CPs can access the Openreach Service desk via e-mail for non urgent requests [email protected]
For queries and problems relating to order progression, where you receive a pending response, you must contact the Service Management Centre as detailed previously.
3.1.2. Service Overview
Ÿ To provide a single point of contact to answer IT related calls for CPs. These calls will cover incidents (i.e. faults and how do I questions) and requests for service i.e. requests for new users to be added.
Ÿ To review the incident priority and amend where necessary.Ÿ To log IT incidents and requests from phone calls and e-mails sent by
users and ensure that the correspondent receives a reference number and an expectation of what will happen next.
Ÿ To resolve, where possible simple IT requests and incidents (e.g. Password resets) whilst the user remains on the telephone, or to assign to the appropriate resolving team quoting a unique incident reference number.
Ÿ To perform certain escalation tasks including sending of e/mail and/or telephoning support contacts, dependent on the priority of the call.
Ÿ For prolonged/serious issues CPs will be informed and kept up to date with progress via e-mail and telephone.
3.1.3. Openreach Service Desk Hours of Cover
Activity Hours of CoverOpenreach Service Desk 24 x 7 x 365 (Including UK Bank and
Public Holidays)
Issue 3.0Author: Karen EadesDate: 03/03/08In Confidence Openreach, OTA and Contracted CPs
Page 5 of 18
3.1.4. Openreach Service Desk Service Indicators
Service Indicator TargetGrade of Service 85% of calls answered within 30 seconds
3.1.5. Management of Escalations, and Priority Matrices.
The Openreach Service Desk will monitor, escalate and report upon the Incident resolution; however, the responsibility for resolution performance lies with the Support Team.
Escalation procedures are in place. If an incident is not cleared within the advised target time, escalation procedures will be followed.
There is also provision for customers to query the initial incident priority allocation, or to request escalation. This must be undertaken via the Openreach Service Desk via telephone, by asking for escalation. Once initiated there will be feedback to the CP on the targets.
Order of escalation - P1 - Immediate notification to dealer group (24 hrs a day). P2 - Escalation after 2 hours (working hrs). P3/P4 - Only escalated at CPs request.
For each incident priority further levels of escalation are triggered at predefined time intervals.
3.1.6. Openreach Service Desk interaction with SMC - Order Recovery Process
Where a system failure has occurred, or following a system outage which has resulted in, for example, a back log of orders waiting to be processed, the following process below will be initiated.
Issue 3.0Author: Karen EadesDate: 03/03/08In Confidence Openreach, OTA and Contracted CPs
Page 6 of 18
Issue 3.0Author: Karen EadesDate: 03/03/08In Confidence Openreach, OTA and Contracted CPs
CP
SMC
Service DeskOpenreach
ASG
Inform CPs & SMC
(email broadcast)
Inform CPs & SMC
(email broadcast)
CPs experience
delays
CPs experience
delays
Openreach Service Relationship
team works with CPs todetermine recovery action
plan
Openreach Service Relationship
team works with CPs todetermine recovery action
plan
Service Relationship team works
with SMC to action the plan
Service Relationship team works
with SMC to action the plan
Resolve Issue
Resolve Issue
Inform Openreach
Inform Openreach
Inform CPs & SMC(email broadcast)
Inform CPs & SMC(email broadcast)
1
2 3
4
Monitor Progress
Monitor Progress
Page 7 of 18
3.1.7. Support Type Definition
Throughout the remainder of this document, regards Systems, the two types of support shown below are mentioned. This is a definition of each support type.
Activity DefinitionSupport The timeframe given here is the time that support staff
will be available to handle incidents, carry out routine tasks/monitoring, deal with change and configuration requests, carry out pro-active problem management.
Scheduled Regular Maintenance
This timeframe refers to a maintenance window. Any necessary changes will be scheduled via Change / Release Management to occur during this period. Changes may be applied at other times in urgent cases.
3.2. Incident Management - Process
Below is a diagram showing an overview of the end to end service request management process. It illustrates how system issues are handled and directed through from the CPs to Openreach, and the information flow back to the CPs.
3.2.1. Systems Incident Management
Any incidents affecting the Openreach systems or its users must be reported to the Openreach Service Desk (0800 085 1287). Incidents are prioritised (1 to 4) according to severity, including, but not limited to, the following criteria:
Ÿ Criticality (e.g. potential financial losses, potential regulatory infringements)
Ÿ Number of orders affected (anything below 5 orders must be reported to the SMC on 0800 155 807)
Ÿ Numbers of users / CPs affectedŸ To maintain stability of our Dialogue Services (DS) the data is regularly
archived. To enable Openreach to carry out a full investigation into suspected faults with DS, we must be notified within 5 days of the fault occurring – please note that Line Test faults must be reported within 24 hours.
Incidents are progress-chased throughout resolution and there is a daily check on the progress of all cases.
3.2.2. Incident Management Notifications
Upon receipt at the Openreach Service Desk of any information relating to an incident that is deemed to be CP affecting, the Openreach Service Desk will contact and inform named contacts within the CP domain. The frequency of communication updates to the CP will be in line with that set out in the tables below.
3.2.3. Incidents Classification definitions and target response timescales
Caveat: The estimated timescales provided in the table below are indicative only and in no way constitute a commitment. The following severity statements are listed as examples only and do not constitute the entire scenario.
With reference to all of the following Severity Levels, if a CP deems that an inappropriate priority has been assigned, this needs to be escalated by the CP to their relevant Service Manager within Openreach.
Severity Levels Normal Incident Response Times
Management Escalation Point
Priority 1
Total failure of interconnecting Gateways, e.g. Portal, B2B.
Total failure of business critical dialogue services.
Total failure of Assurance stack.
Within 4 hours
NB - Priority 1 incidents may require Major Incident Management (MIM) which enables the team to make exceptional call on all available resource 24/7. Senior Managers will be called in to manage the incident. Communications with CPs will be maintained via the Openreach Helpdesk.
24 hours
Severe KCI delays.
Total failure of OR system which is affecting CP service.
Long shelf-life P2s.
Suspected security breach of data integrity.
Priority 2
Degradation of service but tactical or manual workarounds are in place.
Intermittent disruption to service.
Medium volume of orders / KCIs delayed / not progressing.
Long shelf-life P3s.
Non CP affecting internal system incidents.
Non business critical total system failures.
Within 48 hours 120 hours
Priority 3
Perceived slow running of service.
Small number of end users not being able to log-on.
Service restored with workaround awaiting permanent fix.
Within 5 SMC working days
15 SMC working days
Priority 4
Customer issue with no impact to service.
Single end-user not being able to log-on.
Within 5 SMC working days
30 working days
Request for information.
3.2.4. Communication for Major Incidents
The MIM team communicates Priority 1 incidents which have an immediate CP impact or have been declared a Major Service Outage (MSO) as per the following estimated timescales.
Caveat: The estimated timescales provided in the table below are indicative only and in no way constitute a commitment.
Communication Description Frequency Target Time
Initial Assessment (Internal)
Service Manager reviews case and impact on CPs (May require support callout)
Within 60 minutes of incident being classified Priority 1
1st Notice of Service Outage
Notification with basic information on which services impacted. Where known, detail of incident, anticipated fix time, steps being taken to resolve, root cause
Within 60mins of Initial Assessment
Following Updates
Full detail of Incident if known i.e. incident summary, anticipated fix time, steps being taken to resolve, root cause
Every 2hrs or when major information/progress available/has been made.
Incident Resolution
As above, however with resolution time included
Within 30mins of resolution
Incident Resolved within First Hour
An incident may be resolved before the first notice is sent. We will still notify CPs to confirm that there may have been impact on their operations
Within 60 minutes of Initial Assessment
3.2.5 Closure of P2 to P4 Incidents
Following an incident investigation and subsequent resolution, the CP will be contacted by telephone from the Openreach Service Desk in the first instance. The root cause analysis will be reviewed with the reporter and a request will be made to close off the incident.
If the Openreach Service Desk are unable to make contact with anyone on the given contact number, or alternative contact number, an email will be
despatched to the reporter advising the root cause of the incident, requesting confirmation of closure.
Where Openreach Service Desk have been unable to make contact by telephone, or have had no response to the email, the incident will be closed by the Openreach Service Desk within 5 SMC working days.
3.2.6 Closure of P1 Incidents
The Major Incident Management Team are responsible of the closure of all P1 incidents. Following an incident investigation and subsequent resolution, the CP will be contacted by telephone from the Openreach Service Desk in the first instance. The root cause analysis will be reviewed with the reporter and a request will be made to close off the incident.
If the Openreach Service Desk are unable to make contact with anyone on the given contact number, or alternative contact number, an email will be despatched to the reporter advising the root cause of the incident, requesting confirmation of closure.
All P1 incidents will be resolved within the target repair timescales as detailed 3.2.3, with notification being despatched to the CPs within the target times detailed in 3.2.4
3.3. Systems Change Management Services
The Change Management team provides the following services: Facilitate effective control of changes and modifications to the
Openreach systems Ensure that change proposals have been adequately authorised and
that there is minimum disruption to the production environment Assess all change requests Log change requests and progress issues to completion or
cancellation Ensure all scheduled changes are communicated in accordance with
the contract Review and evaluate changes to ensure that adequate roll-back
procedures exist in order to eliminate any problems caused by a change
Changes are usually grouped into releases. These releases are maintenance releases (weekly) or major releases. All releases are communicated formally through the industry forum.
Emergency changes, will be implemented outwith these release slots.
3.3.1. Openreach Change Management Notification
Notification of any system changes will be communicated to the CP's by the Openreach Service Desk
'Change Types' and 'Notification Periods' are detailed in the table below.
Change Type Notification Period
Emergency Change
In an emergency, Openreach shall give the Communications Provider notice of the changes as soon as reasonably practical. However, it should be noted that this type of change is implemented for urgent incident prevention/protection of service and therefore notification of this type of change may not be possible.
Scheduled Outage Time
“Scheduled Outage Time” means when the Systems are not available for use by the Communications Provider in order for Openreach to perform certain tasks including, but not limited to, routine maintenance, testing, changing configurations, software upgrades, updating facilities. The EMP LLU stack may be taken out of service for routine maintenance for LLU from 00:01 on Thursdays and DEDS may be taken out of service for routine maintenance from 8.00pm to 8:00am the following day, Friday to Sunday.
Major Change At least 10 SMC Working Days’ notice of outages outside of Scheduled Outage Time.
3.3.2. Openreach Change Communication
The progress and completion of all ‘changes’ are communicated to the CP's by the Openreach Service Desk.
3.4. Service Management - Forums
3.4.1 IT Directors Forum
Title Scope Accountabilities Frequency AttendeesIT Directors Forum
EMP EMP Platform Strategy
Quarterly Lead Colin Windsor
3.4.2 SSIG
Title Scope Accountabilities Frequency AttendeesSSIG EMP
LLUHigh Level Progress Strategic Systems Implementation review & tracking. CP ramp on.
Monthly Lead Simon MycockRichard WarnerDebbie RussellKevin Welsby
3.4.3 OTA2 Exec
Title Scope Accountabilities Frequency AttendeesOTA2 Exec
WLR3, LLU and Ethernet
Executive Briefings & Escalations
Monthly or as required
Lead Rob SandersColin WindsorJohn Small
3.4.4 Products & Commercial Group
Title Scope Accountabilities Frequency AttendeesProducts & Commercial Group
LLU Management of Commercial Product Related Issues
Bi-weekly or as required
Lead David Halliday (Pipex)Ruth PickeringSimon Mycock
Andy Snellgrove
3.4.5 Service Forum
Title Scope Accountabilities
Frequency Attendees
Service Forum Backhaul
Openreach end to end performance
Improvement Plan Progress & Reporting
Monthly Lead John SmallAnn PinsentPeter Mason
4. Delivery Management – Customer Interface
For order/fault related issues, please refer to the CSP.
5. Appendix A. Table of IT Infrastructure Library
Change The addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation.
Change Management
Process of controlling Changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved Changes with minimum disruption.
Change record A record containing details of which CIs are affected by an authorised Change (planned or implemented) and how.
Closure When the Customer is satisfied that an Incident has been resolved.
Impact Measure of the business criticality of an Incident, Problem or Request for Change. Often equal to the extent of a distortion of agreed or expected Service Levels.
Incident Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
ITIL The OGC IT Infrastructure Library - a set of guides on the management and provision of operational IT services.
Metric Measurable element of a service process or function.
Priority Sequence in which an Incident or Problem needs to be resolved, based on impact and urgency.
Resolution Action which will resolve an Incident. This may be a Work-around.
Service One or more IT systems which enable a business process.
Service Desk The single point of contact within the IT organisation for users of IT services.
Service Management
Management of Services to meet the Customer's requirements.
Services The deliverables of the IT Services organisation as perceived by the Customers; the services do not consist merely of making computer resources available for customers to use.
System An integrated composite that consists of one or more of the processes, hardware, software, facilities and people, that provides a capability to satisfy a stated need or objective.
Urgency Measure of the business criticality of an Incident or Problem based on the impact and on the business needs
of the Customer.
User The person who uses the service on a day-to-day basis.
6. Appendix B - Glossary
List of Acronyms
Acronym/Abbreviation DefinitionADSL Asymmetric Digital Subscribers LoopAIS Acceptance Into ServiceASG Application Support GroupBAU Business As UsualCI Configuration ItemCP Communication ProviderDN Directory NumberEMP Equivalence Management PlatformEOI Equivalence Of InputEU End UserIT Information TechnologyITIL Table of IT Infrastructure LibraryKCI Keep Customer InformedKPI Key Performance IndicatorLPE Line Plant EnquiryLAD Line Plant Availability DateLLU Local Loop UnbundlingLLUO Local Loop Unbundling OperatorMIM Major Incident ManagementMPF Metallic Path FacilityOGC Office of Government CommerceOI Operational IntegrityOR OpenreachOSS Operational Support SystemRANF Revised Agreement for Access Network
Facilities ServicesRFC Request For ChangeSCI Solution Control InterfaceSM Service ManagementSMC Service Management CentreSMP Service Management ProvisionSMPF Shared Metallic Path Facility