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.

5

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

5

5

5

5

5

6

7

8

8

9

9

9

10

12

12

12

13

13

13

15

5. APPENDIX A - TABLE OF IT INFRASTRUCTURE

LIBRARY (ITIL)

16

6. APPENDIX B – GLOSSARY 18

Issue 3.0Author: Karen EadesDate: 03/03/08In Confidence Openreach, OTA and Contracted CPs

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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


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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).


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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)


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mailto:[email protected]

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.


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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

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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

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