PSN service management obligations for all connectivity services
Published 5 November 2015
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Please note that the reference numbers to these obligations are not sequential as they have been retained from the previous publication of service management obligations.
Service management framework obligations
Obligation FRA.2 mandatory for PSN connectivity services
Have in place structured service management functions and processes to manage events, incidents, changes, releases, capacity, configuration items and service desk.
Incident management obligations
Obligation INC.1 mandatory for PSN connectivity services
Conduct initial diagnosis of incidents to determine which service is the cause or most likely cause of the incident.
Obligation INC.2 mandatory for PSN connectivity services
Manage incidents relating to services that you supply through to resolution.
Obligation INC.6 mandatory for PSN connectivity services
This is a minimum service level. Inform the PSN team of all system wide incidents within 30 minutes of the incident being identified.
Obligation INC.7 mandatory for PSN connectivity services
Inform the organisation’s security officer of all PSN security incidents that come to the notice of the organisation.
Obligation INC.8 mandatory for PSN connectivity services
Escalate to the PSN team all incidents where PSN service providers are not taking responsibility or are persistently failing to meet their commitments.
Obligation INC.9 mandatory for PSN connectivity services
Immediately Inform GovCertUK or CERT UK as appropriate of all security incidents that these organisations have expressed an interest in.
Obligation INC.10 mandatory for PSN connectivity services
If the PSN team contacts you to help resolve an incident or problem, you must respond as you would for one of your own customers or users.
Obligation INC.13 mandatory for PSN connectivity services
Notify those contracted parties with whom the service provider holds a supply agreement of all incidents that impact the service that is delivered to them.
Change management obligations
Obligation CHA.2 mandatory for PSN connectivity services
This is a minimum service level. Respond to all Requests For Change (RFCs) within 10 working days of receipt, unless an extension request is submitted within five working days of receipt.
Obligation CHA.4 mandatory for PSN connectivity services
Request the assessment of RFCs for which the service provider is the change owner and with a medium or high risk of impact on multiple PSN customers or service providers by all affected contracted parties with whom the service provider holds a supply agreement.
Obligation CHA.7 mandatory for PSN connectivity services
Work cooperatively with other service providers and PSN customers to assess, approve and implement changes that straddle service boundaries.
Obligation CHA.8 mandatory for PSN connectivity services
Notify all affected contracted parties with whom you hold a supply agreement of all approved normal and emergency changes for which you are the change owner.
Obligation CHA.9 mandatory for PSN connectivity services
This is a minimum service level. Give notice to affected contracted parties with whom you hold a supply agreement of at least 10 working days for all normal changes, unless otherwise agreed by the contracted parties.
Release management obligations
Obligation REL.3 mandatory for PSN connectivity services
Work cooperatively with other service providers and PSN customers to deploy new releases.
Service desk obligations
Obligation SER.1 mandatory for PSN connectivity services
Provide contact details to the PSN team for the management of operational service management issues. Inform the PSN team of any changes to this information.