Service Design Document
Version 2.1
P2 System
This document provides the information required by users and support teams of
how the P2 (ELT Web) system will be supported once it is live.
Produced by:
Rob Ellis
Business Analysis Manager
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DOCUMENT CONTROL SHEET
Amendment History
Version
Amend
Date
Amended By Nature of Amendment
0.10
14 Feb. 11
Rob Ellis
First draft
0.20
03 Mar. 11
Rob Ellis
Added questions and changed document as a result of first internal UK
review.
0.30
09 Mar. 11
Rob Ellis
Updated following conversations with Bill Mills, Leonid Geller, Bira Bains,
Lester Holmes, Debbie Wood, Michelle Phillips, Maggie Pegram, Steve
Crowdy, Geoff Saunders and Josh Pert.
0.40
10 Mar. 11
Rob Ellis
Miscellaneous updates.
0.50
15 Mar. 11
Rob Ellis
Changed tier 1 support model – following meeting with Lester Holmes
and Kenneth Volcjak – so that all calls go to tier 1 first.
0.51
15 Mar. 11
Rob Ellis
Updated figures 1 and 6.
0.90
17 Mar. 11
Rob Ellis
Updating following review by Bira Bains.
Then issued as Final draft
1.00
18 Mar. 11
Rob Ellis
Various changes as a result of feedback. Also added:
Section 5.2.1 - Summary of support process.
Section 5.2.3 - Definition of SME
1.01
25 Mar. 11
Rob Ellis
Changed section 5.2.3 with feedback from Lester Holmes.
1.02
31 Mar. 11
Rob Ellis
Changed following feedback from Geoff Saunders and Theo Nicolaou.
Section 5.2.1 – Added scenario for community / forum support
Section 5.2.2 – Clarified support for the community / forum.
Section 3.2 – Added exclusion 4
Section 5.3.1 – i) Clarified local support for local systems and, ii) No new
support teams required specifically for P2.
1.03
01 Apr. 11
Rob Ellis
Updated section 5.3.1 following feedback from Bira Bains.
1.04
06 Apr. 11
Rob Ellis
Section 3.2 – added exclusion 5.
Section 5.2.2 – In locations where Tier 1 support is not available…
Numerous references to local support.
1.05
07 Apr. 11
Rob Ellis
Aprimo interface is supported by PT UK and not PT US,
1.06
15 Apr. 11
Rob Ellis
Updated with feedback from Stephanie Taylor
Section 2 – Updated the objectives and purpose.
Section 5.2.2 – Updated Table 1.
Section 5.2.4 – Updated Figure 4 to include local systems.
Section 8.1.2 – Now differentiates between core and local systems
1.07
12 May 11
Rob Ellis
Section 5.2.2 – Added names of local support people to Table 1.
2.0
07 Oct. 11
Lester Holmes Complete revision to reflect recent changes in P2 deployment. P2 will
no longer be deployed to local offices until further notice.
2.1
07 Nov. 11
Lester Holmes Updated document
Section 5.2 - added SUPPORT INCIDENT MANAGEMENT FLOWCHARTS
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Distribution
Name
Business area
Bill Mills
PT US
Bira Bains
PT UK
Bridgit Warner
PT UK
Geoff Saunders
P2
Bonnie Cruickshank
P2
Joshua Pert
451
Leonid Geller
PT US
Nick Pearce
PT UK
Peter Fox
PT UK
Sanjay Desai
PT US
Steve Crowdy
ELT UK
Lester Holmes
ELT US
Kenneth Volcjak
ELT US
Role
Director of Application Services
ELT Support Manager, Co-ordinating Tier 1 and 2 support.
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CONTENTS
1
INTRODUCTION .................................................................................................................. 5
1.1
1.2
1.3
ELT VISION....................................................................................................................................... 5
P2 OVERVIEW ................................................................................................................................... 5
BACKGROUND ................................................................................................................................... 5
2
OBJECTIVES & PURPOSE...................................................................................................... 5
3
SERVICE SCOPE ................................................................................................................... 7
3.1
3.2
4
P2 SYSTEM ......................................................................................................................... 8
4.1
4.2
5
INCLUSIONS ...................................................................................................................................... 7
EXCLUSIONS ...................................................................................................................................... 7
MODULES OF P2 ............................................................................................................................... 8
USER BASE ....................................................................................................................................... 8
SUPPORT MODEL................................................................................................................ 9
5.1
5.2
5.3
5.4
SUPPORT SCENARIOS .......................................................................................................................... 9
5.1.1
Types of User Supported ................................................................................................. 9
5.1.2
Scenarios for teacher support ......................................................................................... 9
5.1.3
Scenarios for business user support ................................................................................ 9
SUPPORT INCIDENT MANAGEMENT FLOWCHARTS .................................................................................. 10
SUPPORT TIERS................................................................................................................................ 11
5.3.1
Summary of Support Process ........................................................................................ 11
5.3.2
Tier 1 – Local Support Specialists .................................................................................. 13
5.3.3
Tier 2 –Global ELT Support Teams & SME Experts ........................................................ 15
5.3.4
Tier 3 – PT US and UK (Application and Technical Support) ......................................... 17
5.3.5
Tier 4 – Vendor Support ................................................................................................ 18
ROLES & RESPONSIBILITIES ................................................................................................................ 19
5.4.1
System Ownership ........................................................................................................ 19
5.4.2
Roles and Responsibilities Matrix ................................................................................. 19
6
ASSOCIATED DOCUMENTS ................................................................................................ 21
7
SERVICES DESCRIPTION ..................................................................................................... 21
8
SERVICE SUPPORT DETAILS ............................................................................................... 22
8.1
8.2
8.3
9
PEARSON ELT SUPPORT .................................................................................................................... 22
8.1.1
Support Options ............................................................................................................ 22
8.1.2
ELT Service Level Agreement (SLA) ............................................................................... 22
8.1.3
Tier 2 – Subject Matter Experts..................................................................................... 23
PEARSON TECHNOLOGY RESPONSE TIMES............................................................................................. 24
8.2.1
PT UK Support ............................................................................................................... 24
8.2.2
PT US Support ............................................................................................................... 24
PEARSON TECHNOLOGY SUPPORT TEAMS ............................................................................................. 24
MANAGEMENT REPORTING AND KPIS ............................................................................... 25
10 SERVICE REVIEWS ............................................................................................................. 25
11 SERVICE CHARGES ............................................................................................................ 25
12 PARTIES TO THE AGREEMENT / KEY CONTACTS ................................................................. 25
13 SIGNATORIES.................................................................................................................... 26
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1
INTRODUCTION
1.1 ELT VISION
To implement an IT infrastructure that will support and promote ELT’s global demands for online
presence and capabilities and positions Pearson ELT as the natural market-leader in the digital
learning era. P2 is the programme that is implementing the solution.
1.2 P2 OVERVIEW
P2 is an IT infrastructure for Pearson ELT to support and promote ELT’s global demands for online
presence and capabilities. It is central to Pearson ELT's strategy to:
 move to digital delivery
 grow market share
 develop new revenues
It is a multi-application solution comprising web content management (WCM), online community,
campaign management, subscription management, e-commerce and web analytics.
P2 will roll-out ELT global website and sales and marketing infrastructure using a consistent look
and feel and branding, but with content to suit local markets. The global website will incorporate
web 2.0 concepts such as eMarketing and communities and will also have ecommerce capability
where relevant for a region or country. The solution will allow existing source systems for data to
be integrated where available, or will provide those capabilities to markets where they are not.
The P2 programme will also deliver the relevant business process changes that accompany the IT
solution.
1.3 BACKGROUND
The 451 project team are managing the core components, which provide the capability to build
the ELT website. The components are being built by HCL. The Campaign Management piece of
work and its interface is being built by the ELT P2 team.
The ELT Global Web Portal will be supported by Pearson Technology (PT) and Pearson ELT Global
Support team once it goes live. The global site is scheduled to launch in December 2011. For PT
and ELT Support team to be able to support the P2 system, a Service Design document is required.
It must be available at least 3 months before the first implementation to give the support teams
sufficient time to prepare, which could include recruitment of support personnel.
This document supplements other existing service support documents – see section Associated
Documents for details.
Care has been taken not to have a wholesale duplication of these documents here. However, some
detail has been included to make clear the support model will fully support P2 and to make sure
any potential gaps for P2 support are considered.
2
OBJECTIVES & PURPOSE
The overall purpose of this document is to define the P2 support services that will be provided by
PT US/UK and Global ELT Support Team and to clearly define a support process that includes
PearsonELTSupport.com. This will help to reduce/remove potential areas for service failure by
clarifying ownership, any existing misunderstandings, and by identifying and filling any service
‘gaps’.
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Once the support model has been agreed, support management can then take the appropriate
actions to implement the support model. In some cases, this will require additional capital
expenditure, eg. for recruiting a Tier 3 technical support owner in the PT UK, which means that the
support model needs to be agreed early enough to enable sufficient time for budgets and
expenditure to be approved.
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3 SERVICE SCOPE
3.1 INCLUSIONS
The service model includes:
 Defining the service provided by PT UK/US and the Global ELT Support team
 How performance is measured and reported,
The service covered by this document is for the support that PT UK, PT US and the Global ELT
Support Team provide for P2, to be used by Business Partners as detailed in Parties to the
Agreement / Key Contacts.
3.2 EXCLUSIONS
This section lists items that are out of scope of this document.
No
What has been excluded
Where is it included?
1.
Tier 4 support for the transition of P2 to live during
the HCL 3 month warranty period for the HCL
developed pieces of the solution. Owned by 451.
Reducing the number of Helpdesk systems.
As it is under HCL warranty it will be supported
by 451 and not P2.
2.
3.
Assisting with the build of local websites after
warranty period / 451 have handed over.
4.
Preparing the Tier 1 local support teams for P2.
Andrew Jack is currently consolidating the
various Helpdesk systems into a single version
of Remedy.
1. Some site build/maintenance tasks that
can't be done by the ELT team will still be
done through Ops tickets, eg. changing
drop down list entries
2. Some tasks will go into the 451 Change
Control process (interwoven related
developments/changes)
3. Other tasks will go through the RFS
process. If PT involvement is required, the
business will have to raise an RFS.
This is being handled by Lester Holmes, the
Technical Product Support Manager of
Multimedia for Pearson ELT Global ELT.
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4
P2 SYSTEM
4.1 MODULES OF P2
P2 consists of the following key modules:
Module
Description
Supported by
Aprimo
Comergent
DIA
Drools
EPM
ESubs2
Interwoven
Campaign management and Aprimo interface
eCommerce
Interfaces (except for Aprimo interface)
Rules engine / discounts
Product database for P2 Global
Subscriptions and registrations for P2 Global
Interwoven Web Content Management platform
Used to provide an enterprise-grade authoring, preview and live
end-user environment for managing presentation and content
for static and dynamic (data-driven) web sites.
Interwoven TeamSite product
Enables the back office users to update the content and
presentation using a rich set of tools, including access control,
version management and preview environment. With little
training, the business owners can self-serve their presentation
needs, updating the look and feel of their sites based on
previously designed sets of dynamic and static page
components.
Community solution - www.ELTcommunity.com
Search
Forms builder
Sales order processing for P2 Global
Analytics
PT UK
PT US
PT US
PT US
PT UK
PT UK
PT US
Jive
Lucene
Orbeon
VISTA
WebTrends
PT US
PT US
PT US
PT UK
PT US
NB. There may need to be another entry here for the actual code that has been developed by HCL,
as this may be supported separately at tier 4. Leonid Geller to provide list of component parts of
the solution developed by HCL.
4.2 USER BASE
User Type
Numbers
Registered users 200k-300k at launch, rising through roll-out to local markets. P2 is only aimed
at teachers.
Subscribers
5,000 to 10,000 in first year, rising to 20,000+ by 2015.
Business users
10 to 20 at global launch, rising to approximately 100 through local roll-out.
2
There are other systems that take the place of ESubs, EPM and VISTA in local markets for the planned rollout – see exclusions 4 and 5 in section 3.2.
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5
SUPPORT MODEL
The support model states how support will be provided in response to an issue. This could be from
an external customer, an internal business user, or a technical problem. This will include:
 How support for this service should be requested,
 Escalation procedures,
 Respective contact details, including specific roles and responsibilities.
5.1 SUPPORT SCENARIOS
The support model will have to deal with many scenarios, some of which are listed here.
5.1.1 Types of User Supported
Support will provided to two main types of users:
1. Teachers or instructors.
2. Business users, ie. Pearson staff, including those working in the local offices.
5.1.2 Scenarios for teacher support
1. A teacher has a problem logging in to P2. What would they do?
2. A teacher trying to purchase a subscription is having problems doing so. How will we support
them?
3. A teacher wants to complain about something they have seen on the community web-site.
How do they do that?
5.1.3 Scenarios for business user support
4. A UK PEI marketing person wants to set up a new ELT marketing initiative for customers on the
P2/ELT website. They are not quite sure how to do it, although they know a bit about Aprimo.
What would they do?
5. Reports are coming through that the search on P2 isn’t finding things it should be and it
appears there is something wrong/buggy with the search function. How do they get the
problem resolved?
6. Ecommerce stops accepting new orders. What needs to happen?
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5.2 SUPPORT INCIDENT MANAGEMENT FLOWCHARTS
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5.3 SUPPORT TIERS
Figure 1. The four tiers of support for P2.
The Global ELT Technical Support team also offer tier zero support for purchased products, such as
MyLabs, by the local sales teams directly to the customer. This support model for P2 is not offering
tier zero support.
5.3.1 Summary of Support Process
1. FAQs/Knowledgebase: Customers will first click on Help/Support for technical assistance.
This will bring the customer to the system FAQs/Knowledgebase items page. If issues
cannot be resolved via FAQs/Knowledgebase items, the customer would click on a link to
request support via the Global ELT Technical Support website (www.PearsonELTSupport.com).
The FAQs/Knowledgebase items will also be setup to send issues to the Customer Service
department is the issues is not technical support related.
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2. Tier 1 (Local Language Support where applicable): Tier 1 escalates support tickets to Tier 2
issues they cannot support, translating them to English where required3.
3. Tier 2 (Global ELT Support Teams) will pick up the support escalation and exhaust all
possible efforts to resolve this issue. If issue cannot be resolve, Tier 2 will escalate to SMEs
(Subject Matter Experts)
4. SMEs, part of Tier 2 support, accept support tickets passed to them by the Global ELT
Support Teams.
5. The SME exhaust all possible efforts to resolve this issue. If issue cannot be resolve,
support tickets to Tier 3 (PT US/UK Technical Support Owners).
6. Tier 3 Technical Support Owners receive and triage tickets from Tier 2. They pass tickets to
the appropriate application support team as required.
7. Tier 3 Application support teams support the tickets they receive, liaising with each other
and the Technical Support Owners.
8. Tickets the application support teams cannot resolve are passed to Tier 4 (System Vendor).
9. Tier 4 are the software vendors or external support companies, who are requested to
resolve the problems.
10. Tier 3 will maintain communication with Tier 2 staff at all times.
11. Tier 2 will maintain communication with Tier 1 staff or directly with the customer at all
times.
3
See exclusion 5 in section 3.2.
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5.3.2 Tier 1 – Local Support Specialists
User
Eg. Teacher
Tier 1
ELT Service Support Team
· Local office support
P2
Figure 2. Tier 1 support model.
Tier 1 is our starting point or initial point for all support of the P2 system, ie. to internal
business users and to external users, especially teachers. As such, Tier 1 Support has the
strong opportunity to affect customer satisfaction, gather the necessary information and
resolve issues first hand.
Many teachers and internal business users of P2 who needs support will first visit the
FAQ/Knowledgebase section of the P2 website. If the user cannot find the solution to the
issue, they will click on a link and be automatically directed to the
PearsonELTSupport.com. On the support website, users can further search the
Knowledgebase for frequently asked questions, instantly Chat with an available local
language support representative, or Send an Email for assistance. The user’s email / live
chat automatically generate a support ticket in Kayako’s SupportSuite help desk system.
The support system will be configured such that the helpdesk emails are directed to the
appropriate local language support staff.
Telephone support will not be promoted on the web sites. However some users will have
the telephone number of the local office. In these cases the call would be logged in
SupportSuite and handled like any other support requests.
In locations where Tier 1 support is not available, the Global ELT Support Teams will
provide Tier 1 support until a local team can become available.
Local Language Support (Tier 1) will initially be available in the following countries and
languages, and may expand where applicable:
Region/Country Language
United States
United Kingdom
Italy
Turkey
Hong Kong
Brazil
Japan
Korea
Mexico
English
English, Dutch, German, Italian
Italian
Turkish
Simplified Chinese, Simplified Chinese
Portuguese
Japanese
Korean
Spanish
In cases where Tier 1 Support cannot identify a solution or reproduce a customer's issue,
the case will be translated to English and escalated to Tier 2 Support (Global ELT Support
Team). Escalation to Tier 2 Support is appropriate only when Tier 1 Support has exhausted
all knowledge, but has not been able to resolve or reproduce the problem. Tier 1 Support
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will document all information relating to the incident and then re-assigns/report the
incident to Tier 2 Support.
Summary of Responsibilities:
· Providing support in local language
· Collecting information from customers to determine source of the issue
· End-user communication -- respond via chat, phone or e-mail (where applicable)
· Gather additional information from customers where applicable
· Utilize translated Knowledgebase articles to assist customers
· Managing User expectations
· Software Installation user training (if applicable)
· Where language barrier is an issue, handle issues until a solution is reached.
· Escalate cases when appropriate
Common Issues:
· Forget login name and password
· Need product information, correlations, pricing, etc.
· Need product information (system requirements)
· Need access code/access file for products
· Need product demonstrations and installation training (where applicable)
· Answering other common questions
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5.3.3 Tier 2 –Global ELT Support Teams & SME Experts
Tier 2 supports issues escalated from the local tier 1 team.
Figure 3. All Tier 2 calls would come in via tier 1. The Global ELT Support teams direct calls they cannot deal with directly
to the appropriate Subject Matter Expert (SME).
Issues escalated by tier 1 would go to the Global ELT Support teams, who are based in the
UK, US and Hong Kong.
Tier 2 would typically receive problems such as:
 Newly discovered software and system bugs,
 Cases where the user has an unusual computer configuration or environment that
seems to be causing the problem.
 Problems from internal business users, eg. using an application, creating a new
template, or data issues with the application.
The ELT Regional Support team will attempt to resolve problems passed on to them, but if
they can’t they will pass the problems to SMEs. This includes issues raised by internal
business users. The ELT Regional Support team do this by entering any relevant details on
PearsonELTSupport.com and selecting the appropriate SME from a list provided by the
system. The system then automatically emails the problem to the SME. The same
SupportSuite ticket will be used throughout. This also means that PearsonELTSupport.com
will have to be configured with the SMEs. If there is no SME then the Regional Office
would escalate the call directly to Tier 3.
Subject Matter Experts (SMEs)
The Subject Matter Expert or SME is a ‘superuser’ working in the business, who has indepth knowledge of the application. The SME will be able to resolve non-technical support
issues. It is cheaper to use an SME than more expensive technical staff and developers
working in PT.
VISTA issues found by the Customer Services team are reported to their internal
Operations Help Desk, who provide SME support – currently Michelle Phillips with Maggie
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Pegram to take over in Q2/Q3 2011. They log calls on Goldmine6 and manage to solve
around 70% of all queries. The remaining 30% are passed to the PT UK VISTA support
team, which they do by raising a Remedy Help Desk ticket.
EPM business issues are reported to the EMEA Product Information team in Harlow,
headed by Debbie Wood. If it is a business problem it is directed back to the business. If it
is a system problem, they will raise a Remedy ticket and also add it to their issue log for
prioritisation.
Local and regional offices will need to arrange support and SMEs for their own systems.
Escalation to Tier 3
Problems that could not be resolved by the SMEs are escalated to Tier 3 as follows:
 By raising a ticket for PT UK in Remedy
 Sending an email to the ChangePoint landing desk for PT US support.
The SME must add the SupportSuite ticket number to the Remedy or ChangePoint ticket to
enable the call to be tracked and stop any calls being ‘lost’.
Therefore Tier 2 will need the following information:
1. Access to Remedy to raise a ticket for PT UK. NB. This will be available on the new
5555 intranet site, expected to be live from April / May 2011.
2. Email address for the ChangePoint landing desk for PT US support.
The SME will know who the relevant support team is for each issue.
For the list of SMEs see Tier 2 – Subject Matter Experts.
The Goldmine system is internal to Customer Services UK.
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5.3.4 Tier 3 – PT US and UK (Application and Technical Support)
Tier 3 support is provided by PT UK and US for software development and technical
support escalated from Tier 2.
Figure 4. Tier 3 support starts when helpdesk tickets are received by either PT UK or PT US for the core
components and will require Technical Support Owners to act as a single point of contact / ownership.
In Tier 3 a single Technical support person will take ownership of new tickets, which will
come via Remedy tickets for PT UK or ChangePoint tickets for PT US. The SupportSuite
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ticket reference will be on the Remedy and ChangePoint tickets and vice-versa to ensure
progress can be passed back to Tier 1 where appropriate. There could be a ChangePoint
and a Remedy ticket for the same problem.
It will also be the responsibility of the Technical Support owner to direct the ticket to the
appropriate application support team. Where the UK and US support will need to work
together to resolve a problem, the Technical Support owners must ensure the necessary
liaison is occurring between PT US and PT UK.
Technical Support Owner
Summary of the role of the technical support owner:
 Single contact for ownership of support calls in Tier 3
 Triage support tickets received
 Direct the Helpdesk tickets to the relevant team
 Work with the application teams to determine the source of the problem, where
necessary liaise with their transatlantic PT Technical Support owner as well as the
owners of local systems, eg. the local equivalents of EPM, Vista, etc.
 Ensure helpdesk tickets are progressed and kept up to date.
 Keep business and Tier 1 and 2 in the loop with progress as required.
At the time of writing, PT US have hired someone who will take on the role as Technical
Support Owner, reporting to Bill Mills. An equivalent person for PT UK will need to be
recruited7.
5.3.5 Tier 4 – Vendor Support
Tier 4 support will be requested by the appropriate PT application team, who will manage
the support call. Tier 4 support is offered by the software vendors and HCL, who will be
contacted if a fix or change is needed in their software. All tier 4 issues require a
ChangePoint or Remedy helpdesk ticket; in most cases these would already exist.
7
PT UK Application Services are responsible for recruiting for this role.
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5.4 ROLES & RESPONSIBILITIES
5.4.1 System Ownership
PT US
· Interwoven (Product & Content
·
·
·
·
·
·
·
PT UK
· Aprimo and interface (Campaign
Management)
Management)
Drools (Discounting/Rules engine)
Plus Global systems:
· Esubs (Subscriptions)
DIA (Interfaces)
Orbeon (Forms Builder)
·
·
WebTrends (Analytics)
Lucene (Search)
VISTA (Sales order processing)
EPM (Product database)
Comergent (eCommerce)
Jive Clearspace (Community
solution)
Figure 5. The list of systems used by P2 supported by PT US and UK.
PT UK already have teams that support the four systems listed in figure 5. New support
teams will not have to be created to specifically support P2, although it may be necessary
to increase the size of the current teams. It will also be necessary to recruit Technical
Support Owners – see section 5.3.4 for details.
PT US have created a Digital Delivery Support team to support the systems listed above for
Penguin, DK, ELT, Schools and HIP. They will support problems escalated to them for
Global P2 or from any other country, provided they use the systems listed above8.
5.4.2 Roles and Responsibilities Matrix
This covers the roles taken by:
 The Global ELT Support Teams
 PT UK, ie. PT UK Technical Support Owner
 PT US, ie. PT US Technical Support Owner
Support Component
PT UK
PT US



 
UAT
Regression Testing
Training of Tier 1 & 2
support teams
New Requirements
prioritisation
Requirements specification
Business Change Planning
8
Global ELT
Support Teams
Comments
Business to raise request via RFS. PT
UK/US provide costings for RFS where
appropriate.
Requirements to be documented by
PT as part of project.







PT UK/US Co-ordinated



PT UK/US Co-ordinated



Business owned
See exclusion 5 in section 3.2.
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Page 19 of 26
Support Component
Global ELT
Support Teams
PT UK
PT US
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Incident Management
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Problem Management
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
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Change Management
Release Management –
includes sign-off and
approval of fixes.
Issue prioritisation

Security & Audit

Service Management

Network Monitoring

Escalation & Feedback

Upgrades

Patching & Maintenance

Disaster Recovery

Promotion into Production

Service Reporting
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Comments
PT UK/US Co-ordinated
PT UK/US Co-ordinated
PT UK/US would co-ordinate all
activities with the Business
PT UK/US Co-ordinated
PT UK/US Co-ordinated
PT UK/US Co-ordinated
PT UK/US Co-ordinated
PT UK/US Co-ordinated
PT UK/US Co-ordinated
PT UK/US Co-ordinated
PT UK/US Co-ordinated
PT UK/US will co-ordinate with
Business
Table 1. Keys for the roles and responsibility matrix:

- Primary Ownership/Accountability

- Secondary Supporting role
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6
ASSOCIATED DOCUMENTS
1. Service Support Document for the Digital Delivery Support Team, by Bill Mills, PT US.
2. Global ELT Technical Product Support ver. draft (2010) by Lester Holmes, Pearson Education.
3. Service Design Document for Aprimo by Nick Pearce, PT UK.
4. ELT Portal: Support and Issue Management (2009) - PowerPoint presentation.
5. Service Level Objectives (SLOs) for PT US - Digital Delivery SLO - Operations
6. Service Level Agreements (SLAs) for supporting Pearson Education Service Level Agreements
7
SERVICES DESCRIPTION
Figure 6. Support services include all the support components that need to be considered to fully support P2.
Each organisation has their service support documents – see Associated Documents for details.
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8
SERVICE SUPPORT DETAILS
8.1 PEARSON ELT SUPPORT
This covers first and second tier support for teachers and users of the website. The hours below
are those of the local office.
8.1.1 Support Options
Monday - Friday | 8:00 AM - 6:00 PM
E-mail & Website | 24/7
Phone Support (Instructors Only)
This service is available to instructors and lab administrators at no additional cost. Users needing phone support
would have to first contact technical support via the support website and then provide a call back phone number.
Hours of Operation
Monday – Friday
8:00am – 5:00pm
Online Live Chat
This service is available to both instructors and students at no
additional cost. Customers can instantly chat with an available local
language support specialist.
Go to: www.PearsonELTSupport.com
Click on Live Support ONLINE button.
Hours of Operation
Monday – Friday
8:00am – 6:00pm
E-mail Support
Support specialists are available to answer all questions and e-mails
are responded to within 24 business hours.
Go to: www.PearsonELTSupport.com
Click on Send an Email button.
Live Remote Support
Our technical support specialists use a remote service to provide instant remote support, training and help to
customers when the issue cannot be resolve easily on the phone or via emails. Simply visit our support website, start
a live chat with a technician, and then request Live Remote assistance to fix the issue.
Technical Support Website
www.PearsonELTSupport.com
In addition to the Help resources that accompany your product or course’s website, our Technical Support website
provides self-help assistance, 24/7. Customers or organizations can track and reply to support requests online.
The support website interface is translated in various languages (Spanish, Chinese, Japanese, Korean, Italian, Czech,
Danish, Dutch, Turkish, Polish, Lithuanian, Portuguese, Russian, French, etc.) with select Knowledgebase items
translated as well.
On the support website, customers can find software downloads and patches, user guides, training manuals,
interactive video tutorials, answers to frequently asked questions (FAQs), and other product information.
8.1.2 ELT Service Level Agreement (SLA)
Even though the technical support team typically respond much faster, the Service Level
Agreement (SLA) of our initial response time is as follow:
A. 24 business hours for Students
B. 12 business hours for Educators
C. 8 business hours for Priority customers.
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8.1.3 Tier 2 – Subject Matter Experts
This is the list of SMEs for each of the core systems.
Core System
Aprimo
Interwoven
Drools
DIA
Orbeon
WebTrends
Lucene
Comergent
Jive
SME
Contact details
Josh Pert to confirm
Josh Pert to confirm
Bill Mills
Josh Pert to confirm
Josh Pert to confirm
Josh Pert to confirm
Josh Pert to confirm
Theo Nicolaou
[email protected]
[email protected]
Awaiting confirmation on all the SMEs or contact details for the areas highlighted in yellow.
This is the list of UK SMEs for each of the PT UK systems.
Local System
Aprimo
Esubs
ViSTA
EPM
SME
Contact details
9
Emma Torjussen
Mina Pandya
Operations Helpdesk
Marilyn Sutherland, EPM Manager
[email protected]
[email protected]
[email protected]
[email protected]
9
The plan is to train people in the local offices during the roll-out of Aprimo, with the aim of reducing the volume of
support calls.
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8.2 PEARSON TECHNOLOGY RESPONSE TIMES
This covers third tier support.
8.2.1 PT UK Support
The business request support by raising a call to Remedy when support is needed.
Priority
Response time
Fix time
Definition
Urgent
High
Normal
Low
See SLA
See SLA
See SLA
See SLA
See SLA
See SLA
See SLA
See SLA
See SLA
See SLA
See SLA
See SLA
See Associated Documents for details of SLA.
8.2.2 PT US Support
The business request support by raising a call to ChangePoint when support is needed.
Priority
Response time
Fix time
Definition
Critical
High
Medium
Low
See SLO
See SLO
See SLO
See SLO
See SLO
See SLO
See SLO
See SLO
See SLO
See SLO
See SLO
See SLO
See Associated Documents for details of SLO.
8.3 PEARSON TECHNOLOGY SUPPORT TEAMS
These are the third tier application support teams and the escalation contacts.
System
Support
team
Business
hours
Aprimo and
interface
EPM
Esubs
ViSTA
Comergent
PT UK
PT UK
PT UK
PT UK
PT US
9am – 5pm
UK time
“
“
“
TBC
DIA
Drools
Interwoven
Jive
Lucene
PT US
PT US
PT US
PT US
PT US
Orbeon
WebTrends
PT US
PT US
1st contact
TBC
TBC
TBC
TBC
TBC
UK Technical
Support Owner
“
“
“
US Technical
Support Owner
“
“
“
“
“
TBC
TBC
“
“
2nd contact
3rd contact
Bridgit Warner
Bira Bains
Nick Pearce
Nick Pearce
Peter Fox
Anirudh Sharma
“
“
“
Bill Mills
TBC
TBC
Prasad Kandarpa
TBC
TBC
“
“
“
“
“
TBC
Ilona Voznesenskya
“
“
Bill Mills to confirm 2nd contact and business hours.
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9 MANAGEMENT REPORTING AND KPIS
PT UK and PT US will produce separate monthly management reports, which will be based around
the services provided with Key Performance Indicators. See SLA for details.
 PT US - Digital Delivery SLO - Operations
 SLAs for Pearson Education Service Level Agreements
10 SERVICE REVIEWS
Service reviews will be carried out on a quarterly basis to explore any opportunities that may
improve the service or where developments in IT might be able to support any new business
opportunities/initiatives.
It is understood that in carrying out these reviews it may be necessary to modify the Service
Design and Service Level Objective in terms of service components and performance targets. This
would typically be where it is acknowledged that the targets are out of date or circumstances have
changed.
11 SERVICE CHARGES
N/A
12 PARTIES TO THE AGREEMENT / KEY CONTACTS
These are the key people who will ‘own’, agree and deliver the Service as per this Service Design
document and carry out periodic reviews. General concerns or issues regarding service should be
raised at service review meetings or via the people listed below.
Name
Support Role
Business area
Joshua Pert
451
451
Steve Crowdy
ELT Support Team
ELT
Lester Holmes
ELT Support Team
ELT
Kenneth Volcjak
ELT Support Team
ELT
Geoff Saunders
P2
P2
Bonnie Cruickshank
P2
P2
Bira Bains
UK Director of Application Services
PT UK
Bridgit Warner
UK Aprimo Support
PT UK
Nick Pearce
UK EPM and Esubs support
PT UK
Peter Fox
UK VISTA Support
PT UK
Bill Mills
US Digital Delivery Support
PT US
Leonid Geller
US Digital Delivery Build
PT US
Sanjay Desai
US Digital Delivery Management
PT US
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13 SIGNATORIES
This Service Design is effective for a period of 12 months from the dates below subject to the
ongoing service review process.
On behalf of PT UK
Name
Signature
Position
Date
On behalf of PT US
Name
Signature
Position
Date
On behalf of ELT Support Team
Name
Signature
Position
Date
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