Safety Management Intelligence System (SMIS)
Support Guide
Version History
Version
Date Issued
Issued by
Changes Made
1.00
2nd Mar 2017
SMIS+
Version to support Go Live of SMIS
This document is issued by:
RSSB,
4th Floor
The Helicon,
One South Place,
London EC2M 2RB
[email protected]
 RSSB 2017
Version Number: 1.00
Release Date: 2nd Mar 17
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SMIS Support Guide
Contents
1. Safety Management Intelligence System (SMIS) .......................................... 4
Purpose ...................................................................................................................................4
Background of SMIS................................................................................................................4
2. Support of SMIS ........................................................................................... 5
What is supported ..................................................................................................................5
What is the support model.....................................................................................................5
How are support calls dealt with............................................................................................6
What is the support process ..................................................................................................7
What are the support times ...................................................................................................9
What are the support contact details ....................................................................................9
What are the support responsibilities ..................................................................................10
3. Change Management ................................................................................. 11
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Release Date: 2nd Mar 17
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1.
Safety Management Intelligence System (SMIS)
Purpose
This document provides support information about the Safety Management Intelligence System (SMIS) that is required
by organisations when they use the new system. It is not designed to be a guide on how to use the system (see the
SMIS User Guide), or what are the technical details of the system (see the SMIS Technical Guide).
Support information will be provided on the following:
•
•
•
•
How to raise support calls
How support calls are dealt with
What is the support process
What are the support hours and contact details
The document will assist the transition of the new SMIS system as it covers two major releases. The initial release will
replace the existing SMIS system. The following major release will focus on moving the existing Close Call System (CCS)
into SMIS. Further releases will take place for the delivery of future phase requirements identified in the SMIS High
Level Requirements specification.
Note: smaller releases of SMIS will also take place. This will be for version upgrades as well as fault fix resolutions.
Background of SMIS
Britain’s railways are among the safest in Europe and highly regarded for their approach to data, analysis and
evidence-based decision making.
Safety reporting systems help the rail industry generate intelligence about risk to inform decision-making, and provide
assurances that investment leads to outcomes which improve safety and business performance.
The systems that serve the industry now need replacing. A new system, known as Safety Management Intelligence
System (SMIS) has been built. The new system will replace the current Safety Management Information System (SMIS)
used for reporting safety events and Close Call System (CCS), integrated into a new, better, single system.
The system is being built over a number of phases as follows:
•
Phase 1
Delivery of a system comprising of:
o
Safety reporting, as a minimum viable product, used for safety reporting. It closely reflects the
capability of the existing SMIS system and will migrate existing data to be able to be used in the new
system for editing/BI
o
Business Intelligence toolset for reports and Dashboards
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o
•
Underlying Data Management Layer (DML) that underpins the Safety Reporting and BI components
that make up SMIS
Phase 2
Broken down into two further sub phases, which will build upon the system to:
•
o
Integrate Close Call reporting, that will reflect the capability of the CCS system, including expanding
SMIS system architecture to include reporting from mobile devices
o
Further enhancements to the safety reporting functionality of the system, including the expansion of
the investigations process
Future Phases
To further enhance the system so it is able to move from a safety reporting system to a safety management
system.
2.
Support of SMIS
What is supported
SMIS is a cloud based application supplied by Ideagen and hosted by Amazon Web Services (AWS). It is made up of the
following software components:
•
Safety reporting system
A web application developed on Ideagen’s product, Enlighten, and allows users to carry out their safety
reporting obligations. It will be used by TOCs, FOCs and Network Rail and will extend to principal contractors
once Close Call is integrated into the system. The product has been configured (33 safety reporting forms) as
well as customised (links to the CCIL incident log) to create the SMIS reporting system.
•
BI reporting capability
SMIS has built in reporting functionality to allow users to run certain reports. However, as part of the overall
solution, the main SMIS application has been linked to a third party cloud based BI reporting tool to allow
users to create and run further BI reports and dashboards. The product used for BI reporting is the Jaspersoft
reports enterprise reporting platform.
Both the Safety reporting system (Enlighten) and the BI reporting capability (Jaspersoft) are covered in the support
arrangements to the users.
What is the support model
Support calls are essentially “calls” that are raised by a user in the following scenarios:
i) when they are having difficulty in using the system and may require help and guidance
ii) when they cannot use the system, perform a system function or are having technical difficulties
iii) when they require change to the system, such as functional enhancement
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There will be different processes for handling each of these different types of support calls and these will be explained
in more detail further in this Support Guide. However the following model provides an overall framework of how
support calls (of all different types) are handled and dealt with for SMIS.
SMIS+ Support Model
User Request
RSSB
1st Line
Support
New Request /
Request could not be resolved locally
Helpdesk
User’s Organisation
Helpdesk
In the event that the
RSSB Helpdesk
is not available
Business Support/
SMIS+ system issues
2nd Line
Support
RSSB
Support Team
RSSB
3rd Line
Support
Development
Team
Performance
issues
Product
Issues /
Configurations /
Enhancements
Product
Issues /
Guidance /
Help
Local
Performance
issues
Local
Business Support
issues
Supplier
User’s
User’s
Technical
Business
Helpdesk
Support Team
Support Team
Key:
Supplier
Via User’s Helpdesk
Support Team
Via RSSB’s Helpdesk
Structure to be agreed
with the industry
How are support calls dealt with
Support calls that relate are of a technical or functional nature, either as a result of a loss of the system or defect
causing the system to function incorrectly are treated as service incidents. Each incident is dealt with according to a
severity scale based on how serious is it, how many users does it effect and what impact does the incident have to the
user. The level of support will depend on the severity and responses back to users will be made according to the
response time.
The following table summarises the severity of the service incident “calls” that are raised to the helpdesk:
Service
Incident
Category
Service Incident Definition
Response Times
Resolution
times
Service
Outage
A Service Incident which means a loss of
the Service to all End Users
Immediate
1 hour
P1 – Critical
A Service Incident which, in the reasonable
opinion of RSSB, results in the Services
being inoperable or unworkable such as a
major loss of Data or the inability for a
large group of the End Users to use the
Services,
1 working hour
4 working hours
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P2 - Severe
A Service Incident which, in the reasonable
opinion of RSSB, would make the Services
operationally inconvenient in use such as
incorrect figures being calculated in a
major report or the inability of a major
module to function for a minority of End
Users
4 working hours
2 working days
P3 – Medium
A Service Incident which, in the reasonable
opinion of RSSB, is inconvenient but does
not reduce the Services’ operational
capability such as a calculation error in a
minor report or incorrect data being
displayed on a single computer
8 working hours
These may be
dealt with and
responded to
within a period
of time or may
be resolved at a
future time e.g.
included as part
of a release
P4 – Minor
A Service Incident which, in the reasonable
opinion of RSSB, is of a minor nature such
as incorrect alignment of headings or an
occasional error which is corrected by End
Users restarting the software
8 working hours
These may be
dealt with and
responded to
within a period
of time or may
be resolved at a
future time e.g.
included as part
of a release
Support calls related to support and guidance will be dealt with as required and as such, do not follow the SLA defined
above, but RSSB aim to respond to all calls within 2 hours.
Support calls related to change requests will be dealt with via the change control process – See Section 3 for an
overview.
What is the support process
The process for raising support calls is as follows:
1st Line Support
SMIS users can log calls:
i)
with their IT Helpdesk if this is in place
Note: Calls via a local IT Helpdesk is primarily for NR in the first instance but the aim is to extend to other
organisations in the future.
ii)
with the RSSB helpdesk if it is during RSSB business hours
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iii)
with the Ideagen helpdesk (via telephone for service outage/P1 calls) in the event the call is made out of
RSSB Business Hours
For organisations that have their own IT helpdesk and have agreed that SMIS calls should be logged with them first:
•
All SMIS related calls are to be logged with the IT Helpdesk
•
Where the call is straightforward in nature or local, the IT Helpdesk/Representative will aim to resolve it
immediately (with the help of support scripts)
•
Where the call is determined to be an internal issue (e.g. network issues at the organisation), the IT Helpdesk
will pass it to their own 2nd Line support teams (Business or Technical Support)
•
Where the call cannot be resolved internally (e.g. defect), the IT Helpdesk will either pass it to the RSSB
Helpdesk (during RSSB Business Hours), or if it is a service outage/P1 call and is out of hours, to the Ideagen
Helpdesk
Calls outside of RSSB Business Hours can be logged by contacting the Ideagen helpdesk directly but should only be
done where a service outage/P1 fault is believed to have occurred. If the call is not a service outage/P1 fault then the
call should to be logged with the RSSB helpdesk. The Ideagen helpdesk will notify the RSSB SMIS Support Team of all
occurrences of calls received so they can be logged in the RSSB Helpdesk system for completeness.
2nd Line Support
Calls logged during RSSB Business Hours to the RSSB Helpdesk are directed to the SMIS Support Team if they cannot be
resolved in the first instance. The support team will handle business, process or system related issues. Any product
related issues will be escalated to Ideagen’s helpdesk.
For organisations that have their own helpdesk and determine the call to be internal will carry out the following:
•
•
•
Calls that are of a ‘business’ nature (new logon required) are directed to organisation’s SMIS administrators
Calls that are of a ‘technical’ nature (e.g. network has gone down) are directed to their technical support team
After evaluation calls that are of a ‘business’ or ‘technical’ nature and cannot be resolved will need to be
directed to the RSSB Helpdesk (RSSB Business Hours) or Ideagen Helpdesk (out of hours for Service Outage/P1)
In the event that the SMIS Support Team cannot resolve the call themselves they will then either pass on the call to
the RSSB SMIS Development team or raise a request directly with the Ideagen Helpdesk.
Calls logged to the Ideagen Helpdesk will be routed to the Ideagen SMIS support Team – these will be for calls raised
by the SMIS Support Team or by users for service outages/P1 only
3rd Line Support
All calls routed to the SMIS Development team will aim to be resolved by them in the first instance.
In the event the SMIS Development Team cannot resolve the call themselves they will request that the SMIS Support
Team raise a request directly with the Ideagen Helpdesk. The Development team will then discuss the call with the
Ideagen SMIS Support team (provided a call has been raised via the Ideagen Helpdesk first)
Note: Users that raised the call in the first instance will be kept informed by the appropriate team according to the
response times, in the service incident severity classification table.
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What are the support times
The support time for SMIS are as follows:
Type of Support
Responsibility
Period
Activity
Business Hours support weekdays
RSSB
Mon – Fri: 08.30 – 17.00
All calls logged and responded
to according to their severity
Ideagen
06.00 – 08.30 and
Calls will be logged for service
outage/P1 and will need to be
responded to out of hours
(referred to as RSSB
Business Hours)
Out of Hours - weekdays
17.00 – 23.00
Out of Hours support weekends
Ideagen
06.00 – 23.00
Calls will only be logged for
service outage/P1 and will
need to be responded to out
of hours
Bank Holidays
Ideagen
Mondays: 06.00 to 23.00
Calls will only be logged for
service outage/P1 and will
need to be responded to out
of hours
(Covering UK, England
only and one-off Bank
Holidays)
Fridays: 06.00 – 22.00
What are the support contact details
In general calls can be logged by telephone, via email or via the helpdesk system. The details for each of these methods
are shown below:
RSSB Helpdesk
Contact details - Phone
0330-010-7647 (to report outages only
Service Outage/P1)
Email
[email protected]
Web address
N/A
Note: Calls to the RSSB Helpdesk should be raised via email. The contact phone number should only be used when the
system is unavailable and immediate response is needed.
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Ideagen Helpdesk
Contact details - Phone
01629 699 400
Email
[email protected]
Web address
customer.ideagen.com
Please refer to the Ideagen Support SLA page for the latest operating hours. All non-severity ones calls should be
raised with the RSSB helpdesk.
Note: Service outages/P1 will be required to be raised by telephone rather than the helpdesk system.
What are the support responsibilities
Organisations have the following support responsibility for users in their organisation:
•
•
•
•
•
Reset a user’s password
Create/remove users
Provide the necessary permissions for a user (e.g. read/write, read only)
Manage the organisation hierarchy
Manage organisation groups
RSSB have the following support responsibility of the overall system:
•
•
•
•
•
•
•
•
Provide system knowledge and guidance
Manage system wide lists
Facilitate the update to asset data managed lists (working closely with Ideagen)
Manage reporting forms
Manage SMIS configurations / business rules (e.g. RIDDOR)
Manage users/permissions – Enlighten / Jaspersoft
Manage and maintain data extraction reports available to all users (‘common reports’)
General administration
Ideagen have the following support responsibility of the whole users in their organisation:
•
•
•
•
Support hosting of Enlighten / Jaspersoft (via Amazon Web Services), including hosting, performance and
availability, storage
Manage Enlighten / Jaspersoft products
Provide product knowledge and guidance
Carry out agreed further developments / configurations of the SMIS system
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3.
Change Management
The process for managing requests for changes to SMIS from Go Live will initially follow the RSSB Change request
process that has been established for the existing SMIS system (RSSB Ref No: PP613 – Change Management).
However, once SMIS has been bedded in over a period of time it will be reviewed and adapted as required. The review
will be based on the type (configuration, development) and complexity of the requests (major upgrade e.g. new
interface or minor change) that are being made.
Note: Some of the steps of the SMIS Change Management process will not be applicable for new SMIS. If a step is not
required it will not be carried out. It will also be clearly communicated to involved parties why the step was not carried
out.
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