Service Management
MHHS Service Management Strategy
The MHHS Service Management Strategy document defines the strategy which will underpin the management of the new MHHS services.
With the launch of key new central systems at Milestone 10 (M10) and generally much greater interconnectivity across the industry as a result of moving to the MHHS Target Operating Model (TOM), there is a requirement to introduce new service management capability to the industry to manage the delivery of the services provided by these new systems.
Within this document, only the MHHS Service Management strategy is considered. The strategy is intended to be high-level and provides a starting point and a framework for subsequent delivery phases to be delivered by Elexon, namely the Service Design, to design the requisite lower-level detail.
On Tuesday 27 February 2024, the Migration and Cutover Advisory Group (MCAG) approved v1.0 of the MHHS Service Management Strategy which you can view below:
MHHS Service Management Strategy
If you have any questions, please email the Transition & Operational Readiness team at OpReadiness@mhhsprogramme.co.uk
Elexon Helix Service Management Consultation
On behalf of Elexon's Helix Programme, we published the Elexon Helix Service Management Consultation (Cross-Party Service Desk Approach, Operational Readiness Testing Approach and Service Operating Hours) for industry review on Monday 7 April 2025.
Helix recognise that industry stakeholders have been seeking more detail on Helix plans for the Cross-Party Service Desk and Operational Readiness Testing.
These documents have been developed by Elexon's Helix Programme to inform Programme participants and the MHHS Programme of further detail on Service Management. The Service Management documentation, aligned with the MHHS Service Management Strategy builds upon the previously consulted MHHS Programme activities such as the Low-Level Service Design, Service Operations Manual (all available on this page of the website) and Systems Integration Testing (SIT) Operational service testing.
The consultation includes the following, and you can view the respective documents in the library below:
- Cross-Party Service Desk Approach for MHHS IT Service Management facilitated by Elexon
- Proposed Operational Readiness Test Approach and Plan and Test Scenarios for the Operational Readiness Testing phase that will include demonstrating that Cross-Party Service Desk design functions are in line with expectations, the resolution and retest of outstanding SIT Operations defects and previously untested functions (e.g. Problem Management)
- Service Management Operating Hours outlining Elexon support availability and details on Independent Distribution Network Operator (IDNO) / DNO Service Coverage
- In addition, for your information Helix is providing the Triage and Business Service Support Model, an overview of how it intends to approach Triage of business queries and the services that will support them
On Wednesday 16 April 2025, the Helix Programme held an Industry-wide Cross-Party Service Desk Model Working session, which was well received by Programme participants. You can view the slides from this session in the library below. Please view this supplementary document when considering your consultation response.
UPDATE - 15 April 2025: Elexon Helix Cross-Party Service Desk Approach and consultation extension
Further to the original documents that were issued for consultation on 7 April, the Cross-Party Service Desk Approach document has been updated and re-published for industry consultation. You can view this revised document, version 0.7 along with the other consultation documents, in the library below.
Please note that this is a re-issue of the Cross-Party Service Desk Approach document that was first published for consultation on 7 April 2025. The document has been amended to correct some Licensed Distribution System Operators (LDSOs) feedback on some of the terms being used that were flagged as incorrect or misaligned with the Service Management Strategy descriptions.
In recognition of this republished document and the Easter break, the Elexon Helix Programme has extended the consultation period for all three consultation documents by six days.
All consultation responses are due by 17:00 on Monday 28 April 2025.
To submit your feedback, please download the Helix Service Management Consultation Comments Log below, and save with a file name that includes the short name of your organisation. Once completed, please send the Comments Log to helixservicemanagement@elexon.co.uk
Helix Service Management Consultation Comments Log
If you have any questions about this consultation, please email HelixServiceManagement@elexon.co.uk
Elexon Helix Service Management Consultation Documents
| Short Name | Doc Number | Theme | Version |
|---|---|---|---|
| Service Management Operating Hours v0.1 | n/a | Elexon Helix Service Management | 0.1 |
| Elexon Service Management Operational Readiness Test Approach v0.5 | n/a | Elexon Helix Service Management | 0.5 |
| Elexon Service Management CPSD Approach v0.7 | n/a | Elexon Helix Service Management | 0.7 |
| Elexon Service Management CPSD Approach v0.7 - Redlined | n/a | Elexon Helix Service Management | 0.7 |
| Cross Party Service Desk Model - Working Session slides 16 April 2025 | n/a | Elexon Helix Service Management | 1.0 |
| Helix - Triage & Business Support Model v0.3 | n/a | Elexon Helix Service Management | 0.3 |
Service Management Cross-Party Service Desk Working Sessions
On Wednesday 2 April 2025, Elexon's Helix Programme held a Service Management Cross-Party Service Desk Working Session.
You can view the recording from this session below:
Service Management Cross-Party Service Desk Working Session
On Monday 14 April 2025 the following sessions took place. Click on the link to view the recordings:
Helix - LDSO Cross-Party Service Desk Model Working Session
Helix - Industry-wide Operational Readiness Test Approach Working Session
On Wednesday 16 April 2025, the Helix Programme held an Industry-wide Cross-Party Service Desk Model Working session, which was well received by Programme participants. You can view the slides from this session in the library above. Please view this supplementary document when considering your consultation response.
You can view the recording for this session below:
Helix - Industry-wide Cross-Party Service Desk Model Working Session
Elexon Helix Service Operating Manual
On Wednesday 8 January 2025 the Helix Service Operating Manual v1.0 was published following industry consultation.
The document was brought to the Transition & Operational Readiness Working Group (TORWG) on Wednesday 15 January 2025 and the Migration & Cutover Advisory Group (MCAG) on Tuesday 28 January 2025 for final industry endorsement, ahead of Systems Integration Testing (SIT) Operational starting in February.
You can view a clean and red-lined version 1.2 of the Helix Service Operating Manual below, which are being brought to TORWG on 16 April 2025. The document was updated based on further participant feedback from the Comments Log.
Helix Service Operating Manual v1.2 (clean)
Helix Service Operating Manual v1.2 (red-lined)
Helix Service Operating Manual Consolidated Comments Log
Elexon's Service Management Terms of Reference v2
Further iterations of this document will continue to be made available after SIT, in preparation for M10.
If you have any questions on this, please email Helixservicemanagement@elexon.co.uk
Elexon – MHHS Service Definition Document and Low-Level Service Definition Document
Following approval of the MHHS Service Management Strategy, which the Programme developed to provide a framework for Elexon to define the subsequent Service Design delivery phases, on Wednesday 4 September 2024 Elexon published the Service Definition Document (SDD) and the Low-Level Service Definition Document (LLSD) relating to Target Operating Model Service Users for industry consultation.
The SDD defines the key support processes relating to the delivery of MHHS at a high-level. The document serves as a reference point for both Service Users and Service Partners, providing a high-level view of how Elexon will support new services.
Elexon Service Definition Document (SDD)
The LLSD defines the key support processes and integration with Elexon’s Service Portal relating to the delivery of MHHS. It covers the required service management processes and procedures used by Elexon Service Providers and Service Users based on current ITIL v4 best practice.
Elexon Low-Level Service Definition Document (LLSD)
The consultation window closed on Thursday 19 September 2024. Thank you to all participants who provided feedback. Elexon has uplifted the SDD (v2.4) and LLSD (v1.1) based on comments received from participants. You can view these updated artefacts above, along with the Consolidated Comments Log from the consultation below:
SSD & LLSD Consultation Consolidated Comments Log
The artefacts were taken to the Transition & Operational Readiness Working Group (TORWG) for discussion on Wednesday 9 October 2024. On Tuesday 22 October 2024 the Migration & Cutover Advisory Group (MCAG) endorsed both documents.
If you notice any blocking issues in these files, please email Helixservicemanagement@elexon.co.uk
