Managed Services Handbook

xxx Managed Services Handbook

ANS Managed Services Handbook Contents 1. Introduction 1.1 Introducing our services 1.2 ANS Managed Services Offerings 1.3 ANS GLASS 1.4 ANS AAS Offerings 1.5 How to Contact ANS 1.6 Service Hours 2. Incident Management 2.1 Named Contacts 2.2 Logging a New Incident 2.3 Criteria for Resolution 2.4 Incident Handling 2.5 Priority Definitions 2.5.1 Incident Assessment Matrix 2.6 Out of Hour Service 3. Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) 4. Problem Management 5. Change Management 5.1 Request for Change (RFC) 5.2 Standard Changes 5.3 Emergency Changes 5.4 rmal Changes 5.5 Change Advisory Board (CAB) 5.6 Emergency Change Advisory Board (ECAB) 5.7 CAB Approval and Rejection of Change 6. Service Management 6.1 Service Review 7. Customer Responsibilities 7.1 Maintenance Windows 8. Enterprise Monitoring and Event Management 8.1 Enterprise Monitoring System 8.2 Event types information, Warnings and Critical 9. Release Management 9.1 Release Management 9.2 OS Patch Management 10. Additional Service Charges 11. APPENDIX A ANS Escalation 12. APPENDIX B ANS Incident Management Workflow 13. APPENDIX C ANS Major Incident Management Workflow 14. APPENDIX D ANS Problem Management Workflow 15. APPENDIX E ANS Event Management Workflow 16. APPENDIX F ANS Change Management Workflow 17. APPENDIX G Emergency Change 18. APPENDIX H Release Management 19. APPENDIX I OS Patch Management Example 20. APPENDIX J Service Level Agreement 4 4 6 6 7 8 8 9 9 9 9 10 10 10 11 11 11 12 12 12 12 13 13 13 13 14 14 14 14 15 15 15 16 16 16 17 19 20 21 22 23 24 25 26 27 28

xxx 3 Email: servicedesk@ansgroup.co.uk MANAGED WORKSPACE SERVICES MANAGED INFRASTRUCTURE SERVICES MANAGED PROTECTION SERVICES 24x7 365 SERVICE DESK ITIL ALIGNED................................... PROVIDED YOUR NAMED CONTACTS? ROBUST INCIDENT, PROBLEM & CHANGE MANAGEMENT P1-P5 ANS.CO.UK/MS-DOCUMENTS............................. SERVICE MANAGEMENT R EVIEWS..... CONTACT 0333 0142 999......... BI-WEEKLY CAB............................................ EMEA SUPPORT AND FLEXPOD PARTNER OF THE YEAR SLA MANAGEMENT ON INCIDENT RESPONSE & CHANGE IMPLEMENTATION TIMES HIGHLY QUALIFIED SUBJECT MATTER EXPERTS......... P1 ROUND-THE-CLOCK RESPONSE AVAILABLE............................................................................................................................................................................ GLASS.ANS.CO.UK ISO 9001 ISO 14001 ISO 27001

ANS Managed Services Handbook 4 Introduction 1. Introduction The ANS Managed Services Handbook is intended to provide details of the Support Service offerings from ANS to our Managed Services customers. This document will further detail working processes, procedures and definitions of terms utilised by ANS in delivering Managed Services. Customers are advised to refer to their individual Service Definition Document (SDD) for confirmation of specific Service Level Agreements and offerings. 1.1 Introducing our services We understand that if you manage and maintain you ll never deliver Business Value IT. We know that you spend the majority of your time managing and maintaining. We realise it s challenging, not only to find, but to keep the talent to your run your infrastructure and ultimately trust the service to support tomorrow. If you want to shape the future and increase efficiency and flexibility through user productivity, then we can help. We manage and maintain so you can change and improve. MANAGED WORKSPACE SERVICES Enabling the end user to increase efficiency through devices, apps and data. With ANS Managed Workspace Services, you can deliver a consistent corporate workspace - including personalised desktops MANAGED and line-of-business applications - wherever and whenever your users want. In the modern workplace, INFRASTRUCTURE your employees are no longer bound to the brick and SERVICES mortar office so why should their desktops be? MANAGED PROTECTION SERVICES

Introduction MANAGED WORKSPACE SERVICES 5 MANAGED WORKSPACE SERVICES MANAGED INFRASTRUCTURE SERVICES MANAGED INFRASTRUCTURE SERVICES MANAGED PROTECTION SERVICES Managed Infrastructure Services - Running the engine that gives your business the capability to work to its full potential, all the time. MANAGED Your infrastructure represents the foundation on which your entire IT environment PROTECTION is built upon, but if you are trapped in the cycle of managing and maintaining your infrastructure, SERVICES you can t progress to changing and improving it. Managed Protection Services - Giving you the assurance that your users critical systems and data are not only protected and stored, but recoverable when your business needs it. Data and information are your most valuable assets. matter what business you re in, without access to it, your users can t function. You need flexible and adaptable Protection Services that are as dynamic as your business is, so whether you need Backups, Disaster Recovery or a full Managed Protection Service, we ll work with you to develop a holistic solution that gives you the capability to protect your data.

ANS Managed Services Handbook 6 Introduction 1.2 ANS Managed Services Offerings Fully Fully managed Fully managed managed ANS take ANS responsibility take ANS responsibility take forresponsibility for Availability Availability & Provisioning Availability & Provisioning SLAs & Provisioning SLAs SLAs Advanced Advanced Change Advanced Change management management Change management & Implementation & Implementation & Implementation process process process Change Change Authority Authority Change Board Authority Board Board Continuous Continuous Service Continuous Service Improvement Improvement Service Improvement On site hardware On site hardware On maintenance site hardware maintenance maintenance Telephone Telephone and remote Telephone and diagnostics remote and diagnostics remote diagnostics Enhanced Enhanced Enhanced Support Support Support On-boarding On-boarding health On-boarding check health check health check Enhanced Enhanced monitoring Enhanced monitoring and alerting monitoring and alerting and alerting 24x7 support 24x7 support for 24x7 critical for support faults critical for faults critical faults Configuration Configuration repository Configuration repository repository Service Service management management Service management TAEO Report TAEO Report TAEO Report Root cause Root analysis cause Root analysis cause analysis Change Change advisory advisory Change board member advisory board member board member Enhanced Enhanced Enhanced Support Support Support Vendor Vendor Warranty Vendor Warranty Warranty Vendor Vendor Warranty Vendor Warranty Warranty Vendor Vendor Warranty Vendor Warranty Warranty Enhanced Enhanced Enhanced Support Support Support Fully Fully Managed Fully Managed Managed 1.3 ANS GLASS The ANS GLASS portal is available to all enhanced and fully managed customers and will be granted to the named contacts as per your service definition document. Like with your named contacts, varying levels of authority can be enabled. The portal offers an updated and efficient way for you to communicate any requests or notifications with ANS, allowing you to do the following; Log an Incident Submit a Change request View Incident & Change status Update & Close incidents & Changes tify ANS of any scheduled maintenance Access to the portal will be provided at the point you are on-boarded to your ANS Managed Service. At this point you will be asked to complete a set of security questions in order to complete your account registration. Should you have any issues when registering or when utilising the portal please contact the ANS service desk. To access our customer portal please go to www.glass.

Introduction 7 1.4 ANS AAS Offerings Solution Overview Portal Credentials Documentation ANS IaaS The ANS Infrastructure as a Service provides customers with a public cloud for running their virtual machines and associated workloads. Over multiple service tiers, the platform can provide flexible topologies and architectures for applications. Security services and internet breakout is also available as remote access and private connectivity. vcloud Director N/A Documentation will be in the form of a standard TIDOC. ANS BaaS The ANS Backup as a Service provides customers with a mechanism to backup systems running on their own infrastructures to the ANS cloud based service. This service provides long term retention models and simple to use restore interfaces in a central web interface. Support for most Operating Systems, Applications & Hypervisors means that the service provides a single pane of glass to our customer s backups/restores. baas. To request or reset your credentials please email servicedesk@ ansgroup.co.uk Documentation can be requested for by your Service Manager. ANS DRaaS Disaster Recovery as a Service from ANS provides business continuity and disaster recovery solutions for virtualised IT within SME and Enterprise organisations. Using hypervisorbased data replication for VMware vsphere estates, ANS DRaaS offers a low impact solution that will ensure a seamless failover in the unfortunate event that offsite recovery is required. Providing RTO and RPO guarantees, customers applications are brought up with minimal to zero data loss. N/A N/A Documentation will be in the form of a standard TIDOC. ANS Workspace The ANS Desktop as a Service platform simplifies the delivery of cloud-hosted desktops and applications, to any device, anywhere, by delivering virtual desktops and hosted apps in just a few clicks without the complexity of deploying and managing desktop virtualisation infrastructure. It can save time and money, without sacrificing enterprise requirements for security and control by using a single yet flexible console for deployment and management of cloud-hosted desktops and applications. End Users (Launch Desktop/Apps): http://urlofchoice Administration (Administer Tenant): http:// urlofchoice/ admin Corporate Active Directory credentials Documentation will be in the form of a standard TIDOC. ANS SECaaS The ANS SECaaS Authentication Service provides a cloud hosted second factor authentication service, utilising software token devices that can be installed onto mobile phones or laptops, the service supports any device that can utilise the industry standard RADIUS protocol. User provisioning and de-provisioning is fully automated utilising the customers existing Active Directory infrastructure as an identity source and synchronising users based upon group membership. A portal is provided for the customers IT administrators to carry out token re-syncs, re-provisioning tasks and running reports. Each customer receives their logon credentials and unique organisation URL at the time of provisioning. www2.safenet-inc.com/ sas/implementationguides.html

ANS Managed Services Handbook 8 Introduction 1.5 How to contact ANS 1.6 Service Hours General Enquiries 0161 227 1000 Service Desk 24x7 0333 0142 999 Email Address During rmal Business Hours servicedesk@ansgroup.co.uk rmal Business Hours 09:00-17:30 Monday to Friday (excluding bank holidays) Extended Hours* 06:00-22:00, 7 days a week 24 x 7 24 hours a day, 7 days a week *Extended Hours are currently only applicable to NetApp disk replacements.

Incident Management 9 2. Incident Management All incidents will be recorded in the ANS Service Desk ITSM system under the Incident Management workflow. ANS records the name of the person reporting the incident, the time of the call and any other pertinent information, along with criteria for resolution to ensure that the workflow is initiated correctly. Please note that support for customer-initiated Business Critical Issues is via telephone only and we cannot offer any SLAs for Business Critical Issues via email. 2.1 Named Contacts 2.2 Logging A New Incident 2.3 Criteria for Resolution The service is available to a defined list of Named Contacts with varying levels of authority for incident, change and escalation. Escalation Contacts are the relevant Stakeholders within the customer organisation that will be informed of the status of any P1 incidents. This will take the form of automated emails and phone calls (where applicable). If you require a change to any contacts please complete a CHANGE NAMED CONTACT REQUEST form, which can be downloaded from the ANS extranet at www.ansgroup.co.uk/ ms-documents, and send to servicedesk@ansgroup.co.uk. Please note that the sender must be also a Named Contact on the SDD. Details required when logging a new incident: Customer name Contact name Product/Server name or serial number (if applicable) Details of symptoms experienced Details of any recent changes Impact to the business Effect on systems/services All new incidents will undergo an initial impact assessment. ANS will further look to determine the number of users/systems affected and establish the commercial impact to the client s environment. Please refer to section 3.6.1 for the Incident Impact Assessment Matrix. When logging an incident via email it is expected that the originator will provide the above information at a minimum, plus any screen shots, diagnostic data and/or diagrams as necessary. Please note that Incident response times will be delayed should this information not be provided. The criteria for resolution are agreed as part of the impact assessment. When the criteria are met the incident is deemed to be resolved, at which point the ANS Service Desk will contact the originator to confirm authority to close the incident.

ANS Managed Services Handbook 10 Incident Management 2.4 Incident Handling Once logged, Incidents are managed within ANS ITSM system in-line with the assigned priority. All actions and associated updates are logged throughout the Incident lifecycle with periodic updates sent to the originator. 2.5 Priority Definitions On resolution, the ANS Service Desk will contact the originator to confirm authority to close the Incident. Please note that the ANS Service Desk will make a maximum of three attempts to contact the Incident originator in order to confirm authority to close. If all three attempts to make contact are unsuccessful, the Incident will be closed automatically with notification sent to the originator via email. Please refer to Appendix B of this document for the Incident Management workflow. 2.5.1 Incident Assessment Matrix Affect Business Impact Minor Moderate Major Critical System / Service Down P3 P2 P1 P1 System / Service Affected P4 P3 P2 P1 User Down / Affected P5 P4 P3 P2 2.5.1.1 Priority 1 (P1) At this priority level both ANS and the customer must commit to round-the-clock response times and involvement by all necessary and appropriate personnel/systems until a mutually agreeable workaround is provided and the priority is no longer considered to be P1. ANS classifies all P1 Incidents as Major Incidents (MI). Please refer to Appendix C for the ANS MI Workflow. Examples of a P1 Incident include: server, node, system or cluster is down, unable to serve data, is in a state of frequent or repeating crash, panic or hang or is in a state of degraded performance sufficient to prevent critical business operations. 2.5.1.2 Priority 2 (P2) At this priority level ANS is committed to a commercially reasonable effort to provide a workaround and/or restore normal operations as quickly as possible during rmal Business Hours. Examples of a P2 Incident include: server, node, system, or cluster is experiencing an infrequent, isolated or intermittent crash, panic or hang, or is in a state of degraded performance that allows business operations to continue but at an inconsistent or less than optimal rate. 2.5.1.3 Priority 3 (P3) At this priority level ANS will, during rmal Business Hours, work towards a viable and mutually agreeable workaround or propose an upgrade or replacement to mitigate the problem. Examples of a P3 Incident include: server, node, system, or cluster is experiencing an issue, anomaly or cosmetic defect that inflicts little or no business impact. 2.5.1.4 Priority 4 (P4) At this priority level ANS will, during rmal Business Hours, provide advice on whether a workaround, upgrade or replacement to mitigate an issue is available. 2.5.1.5 Priority 5 (P5) At this priority level ANS will, during rmal Business Hours, provide answers to How do I? type queries.

Incident Management / Problem Management 11 2.6 Out of Hour Service ANS provides 24x7x365 access to its Service Desk for critical system down scenarios Priority (P1) only. In the event of a P1 incident, a call will be logged directly with a technical analyst who specialises in the technology area in question. Should further escalation or assistance be required, access to the Duty Manager will also be available. This can all be accessed via the Out of Hours number specified in section 1.6. Please note that this service may be subject to Additional Service Charges, if not within the scope of your SDD. Please see Additional Service Charges for more information. 3. Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) Business Impact Response SLA Specialist Review Escalation Manager Escalation Director Email Frequency Target Resolution KPI P1 30 minutes 1 hour Immediate Immediate Hourly 4 hours P2 1 hour 2 hours 4 hours 4 hours 4 hours 1 day P3 4 hours 4 hours 2 days Never Daily 10 days P4 1 day 1 day 3 days Never Daily 30 days P5 2 days 3 days 4 days Never Daily ne Please note these are our standard SLAs and we would advise our customers to refer to your SDD for information on your specific Service Level Agreements and Key Performance Indicators. 4. Problem Management A problem may be the cause of one or more Incidents, although the cause is not usually known at the time the problem record is created. In order to prevent problems and resulting Incidents from reoccurring, our problem management process is used to determine the problem s root cause. The process is also designed to minimise the impact of problems that cannot be avoided. Appendix D contains a copy of the ANS Problem Management Workflow.

ANS Managed Services Handbook 12 Change Management 5. Change Management 5.1 Request for Change (RFC) 5.2 Standard Changes 5.3 Emergency Changes All change requests must be submitted using the ANS Request for Change Form (RFC). The latest templates can be found at the following web address: ansgroup.co.uk/ms-documents. Upon receiving the RFC an ANS Technical Analyst will evaluate the form and determine the nature of the change before confirming with the requester. Once accepted, Standard Changes will be put forward for scheduling whilst rmal changes will be submitted for SME review before CAB approval. Please note that an incomplete RFC will be rejected by the Service Desk along with an explanation as to what is missing and further details of any actions needed to be taken before re-submission. Please refer to Appendix F for full details of the ANS Change Workflow. Standard Changes are preapproved changes that have been through the full Change Management Process, including Change Advisory Board (CAB) approval at least once. Please visit www.ansgroup.co.uk/ ms-documents for the latest list. ANS classifies an Emergency Change as a Change required in order to resolve or implement a tactical workaround for a P1 incident. All Emergency Changes are subject to approval by both the ANS Emergency CAB and the customer before implementation. An example of an Emergency Change would be if the Operating System on a Virtual Machine has been corrupted and a replacement Virtual Machine needs to be reprovisioned/restored immediately in order to resolve a P1 Incident. Please refer to Appendix G for details of the ANS Emergency Change flow.

Change Management 13 5.4 rmal Changes rmal Changes are all Changes that are not classified as Standard or Emergency. Once logged, all rmal Changes are assessed against the following risk matrix and assigned a CR ranking: Once assessed, the change will then be submitted for further technical review by an ANS Subject Matter Expert (SME) before submission to CAB. rmal Changes will not be implemented until they have been reviewed and approved by the ANS CAB. Impact on Service Low Medium High Significant 3 CR3 Minor 4 4 CR4 Candidate for Standardisation 5 CR5 Major 2 CR2 Significant 3 CR3 Minor 4 4 CR4 Critical 1 CR1 Major 2 CR2 Significant 3 CR3 Please note that a rmal Change may be added to the Standard Changes list if it is appropriate and the CAB approves it. Low Medium High Probability of Negative Impact Until Change is Successfully Completed 5.5 Change Advisory Board (CAB) 5.6 Emergency Change Advisory Board (ECAB) 5.7 CAB Approval and Rejection of Change The ANS Change Advisory Board (CAB) convenes each Tuesday and Thursday during normal business hours. The function of the CAB is to: Review and approve or reject all rmal Change requests logged since the last CAB meeting. Review all rmal Changes implemented since the last CAB meeting. Review all failed or rejected changes since the last CAB meeting. Review the list of Standard Changes and make changes as needed. The Emergency CAB is available 24x7 and convenes as soon as an Emergency Change request is raised. A Named Contact from the customers business must also approve all Emergency Changes before implementation. Once approved, the Emergency Change will be implemented as soon as it is possible and safe to do so. If the CAB approves the Change, they will inform the ANS Technical Analyst who logged the RFC that it can proceed. If the CAB rejects the RFC, they will provide reasons and further actions for the ANS Technical Analyst to communicate to the change originator. The Change should then be re-submitted and will be reviewed at the next CAB meeting.

ANS Managed Services Handbook 14 Service Management / Customer Responsibilities 6. Service Management ANS Group adheres to a robust Service Management process, including but not limited to the following: 6.1 Service Review Service Review documents are either sent or presented to customers to detail the service metrics of the Operational Service during a given period. These metrics include: Incident/Problem and Change reporting Trend Analysis Utilisation statistics Capacity reporting/management (where applicable) Release reporting/management (where applicable) Performance statistics (where applicable) Vendor incident breakdown Quality Issues SLA management and measurement 7. Customer Responsibilities Depending on your level of service from ANS there are some requirements for the maintenance and care for your environment, and guidelines for the term of your service. Please refer to your SDD for information on your specific responsibilities. 7.1 Maintenance Windows In the event of any maintenance work taking place by the customer that may affect the service ANS are providing; notification should be sent to scheduled. maintenance@ansgroup.co.uk by utilising the outage notification form that can be found on our website: www.ansgroup.co.uk/msdocuments. Failure to do so may result in additional service charges. Please consult the ANS Terms and Conditions for ANS scheduled maintenance details: www.ansgroup.co.uk/site-info/ terms-conditions.

Enterprise Monitoring & Event Management 15 8. Enterprise Monitoring and Event Management The ANS Enterprise Monitoring System is used for monitoring our customers infrastructure from the Managed Services Network Operations Centre (NOC) within our Head Office located in Manchester. This system is built on a number of technologies using our wealth of knowledge and experience to provide fast and efficient processing of all alerts, and is combined with built-in call-home features that alert us directly from your solution. Our Enterprise Monitoring System has been designed and approved by our own Subject Matter Experts (SME s), who hold high-level accreditations in our core technology areas: NCIE, CCIE, CCIA, VCAP, MCSE and MVP. For details of the ANS Event Management process please see Appendix E. 8.1 Enterprise Monitoring System 8.2 Event types information, Warnings and Critical ANS may install either a physical or virtual probe server onsite as part of your Managed Service. These probes connect back to the ANS Managed Services (NOC) using a secure encrypted connection, which allows for the delivery of monitoring information back to our servers. This information is then fed through ANS custom filters, and Events are created via rules and agreed thresholds. These Events can be in the form of an email or a telephone call and are displayed on the management consoles for viewing by our Technical Analysts. Each Event is categorised as one of the three following types: Informational Informational Events include confirmation of a batch job or backup completion. This information is fed in to the NOC s daily checks and on-going healthcare for managed systems. Warning Warning Events include systems or processes that may have reached a predefined warning threshold, such as Storage Volume capacity reaching 80%. The NOC will then review and assess if any further preventative action is required in order to mitigate possible system impact. Critical Critical Events include a System or Process that has either reached a predefined critical warning level such as a Storage Volume capacity reaching 90%, or a System, Service or Device down. The NOC would first assess to ensure the Event is related to a genuine alert before initiating the Incident Management process. Events - dependent on type and criticality - are routed to the NOC via e-mail and automated updates to the ANS Enterprise Monitoring system/wallboards. Critical Events are also raised

ANS Managed Services Handbook 16 Release Management 9. Release Management 9.1 Release Management 9.2 OS Patch Management ANS follows a strict Release Management policy, whereby all new software releases for our supported products are submitted through our internal release testing process. Only on successful completion of this testing process are releases or patches classified as ANS recommended or Safe harbour. This information is then fed in to the Service Management team to highlight any exposures or recommended upgrades to our customer base. Please refer to Appendix H for further details on the ANS Release Management Workflow. As part of the on-boarding of a new Fully Managed OS Service, ANS will endeavour to agree a process that best suits the customer s needs and requirements for OS Patching depending on various factors, such as: Frequency Deployment technology such as WSUS/SCCM Level of testing UAT required Types of patches to be deployed by ANS Once agreed, this information forms the basis of a Document of Understanding (DoU) between ANS and the customer. An example of a standard patch process is illustrated in Appendix I.

Additional Service Charges 17 10. Additional Service Charges All services may be subject to Additional Service Charges if outside of the scope of your Service Definition and/or SLA: Service rmal Business Hours Out of Hours Daily Rate Daily Rate (bank holidays and weekends) Charge 250 per hour 450 per hour 1200 plus expenses 2400 plus expenses Below are examples where Additional Service Charges will occur, including but not limited to: rmal Changes (subject to scope of contract) Project Work Customer Cause Configuration changes not verified by ANS CAB of any supported assets that subsequently causes an outage/incident to be logged Unauthorised change of any supported Asset of a fully managed service Remediation of supported assets resulting from any power outage General Exclusions Logging any non-p1 call Out of Hours (unless covered within the customers service definition document) Standard contract customers logging non-hardware P1 calls Out of Hours Deviation from the agreed scheduled maintenance window process Remediation of security breaches Remediation of customer caused incidents Remediation of unauthorised changes by the Customer Please refer to your SDD for full detail of inclusive services.

ANS Managed Services Handbook 18 Appendices Appendices

Appendices 19 11. APPENDIX A - ANS Escalation Level Contact Definition Name Contact 1 2 Service Desk Technical Analyst Service Desk Team Leader 3 Service Manager 4 5 COO Director of Managed Services Incident is with the Service Desk. Incident has been escalated to Team Leader. Team Leader to monitor incident to resolution, including all P1 Incidents. Incident has been escalated to Service Manager or Service Desk Manager. Director of Managed Services notified. ANS Group Chief Operating Officer is alerted. Service Desk +44 (0)161 227 1010 Infrastructure Data Centre i3 Infrastructure Network Infrastructure Applications Service Manager/ John Richardson (Service Desk Manager) +44 (0)161 227 1010 +44 (0)161 227 1000 +44 (0)161 227 1010 Chris Hodgson +44 (0)161 227 1000 Paul Shannon +44 (0)161 227 1000 Roles / Responsibilities All tasks involved with incident management. Can allocate additional resource and/or equipment. Prioritisation/re- allocation of equipment and/or additional resource. Help to manage stakeholder communication. Empowered to use all resources available to ANS. Will discuss incident with ANS Managing Director. Ensures that all other parties of escalation path have acted as expected and utilised all available means to resolve the Incident. Escalations are 24/7; however, steps 3 & 4 are replaced with the Duty Manager outside of rmal Business Hours. Escalations are automated via ANS ITSM system but can be manually triggered as required. Escalation paths may be expedited depending on Incident priority

ANS Managed Services Handbook 20 Appendices MANAGED 12. APPENDIX SERVICES HANDBOOK B - ANS Incident Management Workflow 12. APPENDIX B ANS Incident Management Workflow 1. Start 2. Check contact and contract details CMS SKMS 3. Invalid contact name or support not contractually covered? 4. Inform Team Leader and Service Management 5. Service Management engages Contracts team to process 6. Invalid contact name? 7. Reply to user explaining authorised contacts policy 10. Collect information, record, categorise and perform impact assessment 9. Mark as chargeable 8. Chargeable status agreed with customer? 12. Major Incident Process 11. Classified as a P1? 13. Assign to Resolver Group 14. Assign to Technical Analyst 15. Mark as WIP 16. Investigation and diagnosis 17. Does this relate to an existing open Problem? 18. Associate Incident to existing Problem and notify Problem assignee 30. Re-evaluate impact and urgency and adjust Priority if required KEDB CMS 19. Is the same underlying cause already generating or likely to generate related incidents? 20. Problem Management Process 28. Escalation to vendor required / available? 29. Initiate Vendor Support 21. Workaround needed/ available? 22. Implement Workaround 23. Re-evaluate impact and urgency and adjust Priority if required 24. Change(s) Required? 25. Change Management Process 27. Assign to alternate resolver Group / SME 26. Resolution implemented? 31. Mark as resolved 32. Resolution / implementation confirmed by customer? 33. Close

Appendices 21 MANAGED SERVICES HANDBOOK 13. APPENDIX C - ANS Major Incident Management 13. APPENDIX C Workflow ANS Major Incident Management Workflow 1. Start 2. Assign incident to available SME to begin immediate investigation and mark as WIP 3. Begin a summary timeline log and ensure all communication events and technical milestones are recorded 4. Email the escalation distribution group with incident summary details and continue emails for subsequent milestone updates 6. The On-Call Duty Manager assumes the role of Incident Manager. Telephone them and give full incident details and impact analysis (actual and potential) 5. Out of hours support authorised? 8. The Resolver Group Team Leader assumes the role of Incident Manager. Ensure that they are aware of full incident details and impact analysis (actual and potential) 10. The Incident Manager establishes contact with the customer and agrees the communication schedule (hourly updates unless otherwise agreed). 9. The Incident Manager ensures that Service Desk Manager and Service Manager are aware of the incident impact (actual and potential) 11. Investigation and diagnosis 12. Does this relate to an existing open Problem? 13. Associate Incident to existing Problem and notify Problem assignee 25. Re-evaluate impact and urgency and adjust Priority if required KEDB CMS 14. Is the same underlying cause already generating or likely to generate related incidents? 15. Problem Management Process 23. Escalation to vendor required / available? 24. Initiate Vendor Support 16. Workaround needed/ available? 17. Implement Workaround 18. Re-evaluate impact and urgency and adjust Priority if required 19. Change(s) Required? 20. Change Management Process 22. Assign to Technical (PS) SME 21. Resolution implemented? 26. Mark as resolved 27. Resolution confirmed by customer? 28. Conduct Major Incident review and Root Cause Analysis (RCA) 29. Team Leader authorises RCA summary to be sent to customer. 30. RCA Summary (mandatory) 33. SIP (if required) 31. Depending upon incident circumstances, the Service Manager may agree to deliver a Service Disruption Report and possibly initiate a Service Improvement Plan. 32. SDR (if required) 34. End

ANS Managed Services Handbook 22 Appendices MANAGED SERVICES HANDBOOK 14. APPENDIX D - ANS Problem Management Workflow 14. APPENDIX D ANS Problem Management Workflow 1. Start 2. Create new Problem record, categorise, and perform impact assessment 4. Ensure logging and communications are consistent with the Major Incident Process and strictly adhered to through to problem resolution 3. Is this a PR1? 5. Assign to Resolver Group 18. Re-evaluate impact and urgency and adjust Priority if required 6. Assign to SME 7. Mark as WIP 8. Problem investigation and diagnosis 11. Incident Management Processes KEDB CMS 9. Workaround discovered/ available? 10. Ensure all workarounds are documented in the KEDB and available to Incident technician(s) 16. Escalation to vendor required / available? 17. Initiate Vendor Support 12. Change(s) Required? 13. Change Management Process 15. Assign to Technical (PS) 14. Has investigation led to a resolution? 19. Mark as resolved 20. Resolution confirmed by customer? 21. Is this a PR1? 22. Conduct Major Incident review and Root Cause Analysis (RCA) 23. Team Leader authorises RCA summary to be sent to customer. 24. RCA Summary (mandatory) 27. SIP (if required) 25. Depending upon incident circumstances, the Service Manager may agree to deliver a Service Disruption Report and possibly initiate a Service Improvement Plan. 26. SDR (if required) 28. End

Appendices 23 15. APPENDIX E - ANS Event Management Workflow MANAGED SERVICES HANDBOOK 15. APPENDIX E ANS Event Management Workflow

ANS Managed Services Handbook 24 Appendices MANAGED 16. APPENDIX SERVICES HANDBOOK F - ANS Change Management Workflow 16. APPENDIX F ANS Change Management Workflow Front Line Service Manager CAB Implementer 5. Logged in Sostenuto 6. Check Standard Change List Standard 7. Standard or rmal 16. Initiate Outage tification Sub Process & Schedule Downtime 28. Close Change in Sostenuto. Initiate Mini Project Sub Process 15. Downtime Required? 14. Approved? 13. CAB Meeting 11. Financial Approval Required? 17. Implementation 21. Give reasons and possible solutions to the change originator 9. rmal Record 10. 8. Implementation Tech Specialist Within Scope? steps and Roll Tech Vet back plan 12. Financial Approval Received? 18. Change Successful? 24. Roll back? 26. Initiate Incident Management Process Y 19. Update Technical Documentation 20. Close Incident in Sostenuto 25. Invoke Roll back plan 27. New Change required? Change Originator 1. Change Request 2. Emergency? 4. RfC 3. Emergency Change Process 23. Re-assess and resubmit Change t Rejected 22. Confirm Rejection? Rejected

Appendices 25 17. APPENDIX G - Emergency Change MANAGED SERVICES HANDBOOK 17. APPENDIX G Emergency Change Front Line ECAB Service Manager Implementer 3. Customer & ECAB Approval (Including Commercials) 2. Emergency Change logged in Sostenuto 4. Implement Change 5. Change Successful? 10. Give reasons and possible solutions to the change originator 6. Resolve Problem / Incident 10. Roll back? 12. Initiate Incident Management Process 7. Review at next CAB 11. Invoke Roll back plan 13. New Change required? 8. Update Documentation 9. Close Problem in Sostenuto Change Originator 1. Initiate Emergency Change 11. Resubmit amended change

ANS Managed Services Handbook 26 Appendices 18. APPENDIX H - Release Management MANAGED SERVICES HANDBOOK 18. APPENDIX H Release Management Start New release received from Vendor Submit to ANS UAT testing Update CMDB Accepted by ANS Quality team? Y Update Service Catalogue and Safe Harbour releases Pass to Service Management for Customer suitability and comms Engaged Change Management and implement N Raise new known error via Problem Management Process Close

Appendices 27 19. APPENDIX I - OS Patch MANAGED Management SERVICES HANDBOOK Example 19. APPENDIX I OS Patch Management Example Start 1 MS release Patches 2 ANS Review List 3. Initiate Change Management 4. rmal change documenting approach, Shedule and target devices 20. Issue resolved? 19. SM engage to resolve non technical issue 5 ANS deploy to UAT 6 Customer completes UAT 7. Customer issue raised? 18. Technical Issue? 8. ANS deploy to Tier 3 9. Customer validation 10 Customer Call stop to process? 11. ANS deploy to Tier 2 12 Customer validation 13 Customer Call stop process 14 ANS deploy to Tier 1 N0 15 Customer validation 16. Remaining issues? 17. IM Process End

ANS Managed Services Handbook 28 Appendices 20. MANAGED APPENDIX SERVICES HANDBOOK J - Service Level Agreement 20. APPENDIX J Service Level Agreement Service requirements Define and document future requirements and targets Service Portfolio Agree and document SLR s Service Catalogue Define and document current requirements and targets Agree and document SLA s Support Teams Provision of services Proactive prevention of service failures. Quality improvements and risk reduction OLA s Monitor and measure against SLA Supplier Management Review SLA s service scope and underpinning agreements Service Review Meeting UC s Service Improvement Plan Partners / Suppliers Periodic review of SLR s and SLAs

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