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 Operating Manual Consultation

The MHHS Service User Operating Manual serves as a guide to manage and maintain systems supporting MHHS. Its purpose is to ensure that IT operations have all the required information to run smoothly, consistently, and efficiently, by providing clear, documented procedures and guidelines.

Several versions of the Manual have been consulted on and endorsed. The latest was v1.6 which was issued for consultation from 16-30 July 2025.

In August 2025, the Helix Service Operating Manual v2.0 was published following industry consultation. The document was endorsed by the Transition & Operational Readiness Working Group (TORWG) on 13 August 2025.

Helix Service Operating Manual v2.0

You can also view other artefacts from the earlier consultation rounds.

Helix Service Operating Manual and LLSD Consultation Consolidated Comments Log

Elexon's Service Management Terms of Reference v2

Post Incident Review

The Helix Programme team also held a few workshops to support participants and provide some additional information on the Service Operating Manual. You can view recordings of these sessions below:

MHHS Ways of Working Workshop Recording: 7 November 2024

Elexon Service Management Readiness Workshop (Supplier) Recording: 9 December 2024

Helix ServiceNow Portal Parent & Child Discussion Recording: 6 June 2025

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. You can view this document below: 

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.  

On 13 August 2025, the Transition & Operational Readiness Working Group (TORWG) endorsed v2.0 of the LLSD, which you can view below. The consultation leading to this version ran from 16-30 July 2025. You can view the Consolidated Comments Log from the most recent consultation in the Helix Service Operating Manual section above.

Elexon Low-Level Service Definition Document (LLSD) v2.0

You can view the Consolidated Comments Log from the previous consultation below:

SDD and LLSD Consultation Consolidated Comments Log

If you have any questions, please email Helixservicemanagement@elexon.co.uk 

Operational Readiness Testing (ORT) Scripts

On Thursday 31 July 2025, the Helix Operational Readiness Testing (ORT) Exit Report was endorsed at an Extraordinary Systems Integration Testing Working Group (eSITWG).

Operational Testing started on 16 June and successfully completed on 11 July 2025.

You can view the Operational Readiness Testing Exit Report below:

Helix Operational Readiness Testing Exit Report v1.0

All of the testing followed the Approach and Scripts that the SITWG had previously endorsed, which you can view below:

Elexon Service Management ORT Approach v1.0

If you have any questions, please email Helixservicemanagement@elexon.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.

This consultation closed on Monday 28 April 2025. Thank you to everyone who responded. 

You can view the Consolidated Comments Log from this consultation below:

Consolidated Comments Log

These documents were 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 further down this page) and Systems Integration Testing (SIT) Operational service testing.

The initial consultation included the following, and you can view the respective documents in the library below:

1. Cross-Party Service Desk Approach for MHHS IT Service Management facilitated by Elexon, and outlines a high-level framework to demonstrate how cross-party collaboration can effectively support the MHHS Programme
2. 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)
3. Service Management Operating Hours outlining Elexon support availability and details on Independent Distribution Network Operator (IDNO) / DNO Service Coverage
4. In addition, for your information, Helix has provided 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

In April 2025, the Helix team hosted some working sessions. You can view the recordings from these sessions further down this page.

The following documents were updated and endorsed by TORWG in May 2025:

• Cross-Party Service Desk Approach v1.0
• Service Management Operating Hours

You can view all the latest artefacts in the library below.

If you have any questions, please email HelixServiceManagement@elexon.co.uk 

Cross-Party Service Desk Scenarios Runbook

This document is a supporting document that details various scenarios that market participants within the electricity market may incur following MHHS go-live.

The scenarios listed within the runbook are not intended to be exhaustive, but provide some examples to guide participants on the principles they should follow if they need to contact another party with an incident that they require assistance with. 

You can view the Cross-Party Service Desk Scenarios Runbook below:

Cross-Party Service Desk Scenarios Runbook

If you have any questions about this document, please email HelixServiceManagement@elexon.co.uk 

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 Management Readiness Workshops

As part of Elexon Helix Service Management, Elexon Helix held workshops covering the following topics:

1. Introduction: this workshop provides an introduction to Service Management
2. Change Management: these workshops provide a walkthrough of the Change Management Process and an overview of the accompanying RACI
3. Incident and Major Incident Management: these workshops provide a walkthrough of the Incident Management and Major Incident Management Processes and an overview of the RACI
4. Problem Management
5. Triage and Business Support Model
6. Data Integration Platform (DIP): this workshop covers the sequence of steps and communication channels for DIP onboarding, including an overview of the Elexon Service Portal and guidance on the cutover from the MHHS Design mailbox and DIP manager mailbox to the Elexon Service Portal

Each workshop was recorded for each of the following audiences:

• Agents
• Distribution Network Operators (DNOs)/Independent Distribution Network Operators (iDNOs)
• Software Providers
• Suppliers

You can view the recordings from each workshop on the Elexon Helix Service Management Readiness Workshops page of the Collaboration Base.

If you any questions, please email Elexon at helixservicemanagement@elexon.co.uk