Operations update - DCC Industry Day 25 th March 15

Transcription

1 Operations update - DCC Industry Day 25 th March 15 Dave Broady Operations Director, Smart DCC Eliot Miles Lead Service Architect, Smart DCC

2 Augmenting SEC obligations with Operational Readiness input Service Management System Platform build underway, including some automation. M2M design project will commence in Apr 15 OAT Strategy & Readiness Planning how DCC Operations will verify that DCC systems and services are fit for purpose and ready for go-live Verification of Process A set of key post live checks to confirm that initial stabilisation is complete Foundation Learning DCC recommendations to maximise Right First Time installs SEC Obligations Service Management Forums Ongoing opportunity for SEC Parties to help shape DCC services and capabilities Customer Journeys Transposing SEC obligations into Service Interworking guides Operational Reporting Providing operational information to assist Users in GoLive Early Life Support Dedicated, developer grade post 2 2

3 CUSTOMER JOURNEY EXAMPLE (DCC User -> DCC User) Energy Supplier tasks DCC tasks 3

4 Customer Journeys Completed 1. Installation Journey 2. Change of Supplier DCC User to DCC User, DCC User to Non-User (NGIS) 3. User Entry Process All users and RDP only 4. Comms Hub Lifecycle including ordering, logistics and returns Journeys to be developed (Q2 15) 1. Change of Supplier - Non-User to DCC User 2. Change of Supplier - where CH is faulty/ comms unavailable 3. Comms Hub exceptions including the need to MESH, exchange cellular for MESH and Super Hub installation 4. No WAN install commissioning journey - Show events that occur during CSP 90 day SLA 5. SEC party suspension - The security and operational actions the DCC will undertake 6. CH product recall - Journey showing DCC and user actions and responsibilities in this scenario 7. Anomaly Detection - Interaction between Users & DCC during the 6 Threshold Anomaly Detection Processes 8. Mass Firmware Roll-Out - How DCC will plan, communicate & execute mass CH firmware updates 9. SMKI - Journey to show the interaction between Users & DCC during the end to end SMKI process 4

5 Operational Acceptance OAT Category Volume and Performance Accessibility Failover Backup and Restore Business Continuity and Disaster Recovery (BCDR) Security Installation and Configuration Foundation/Load Testing BAT Category Operational Processes DCC Service Management Tools Definition Subjecting the DCC Service to heavy data volumes, to show that the DCC Service can handle the sustained volume of data plus determine the high water mark i.e. the point at which the service degrades. Testing/assurance of the SSI (Self Service Interface) and SSMI (Self Service Management Interface) against Web Content Accessibility Guidelines (WCAG). Triggering a failure or termination of a primary DCC Service mechanism to confirm that the Service remains available against background error conditions. Testing/assurance centred on the implemented Backup and Restore Strategy in the event of data loss under normal operational conditions e.g. deletion or loss of data, restoration of software apps. Testing/assurance of the BCDR plans and processes in accordance with BS ISO 27031, ISO and the Business Continuity Institute (BCI) Good Practice Guidelines, which form part of the contractual baseline. End-To-End Security testing (including Penetration testing) of the DCC Solution, including the Service Management components. The testing/assurance of DSP and CSPs Security Operations Centres (SOCs) services and processes, including physical security processes. Confirmation of Accreditation of the End-To-End solution against Security Standards e.g. ISO/IEC Testing/assurance to validate the procedures for installing, configuring and de-installing all sub-systems of the DCC Solution in their intended environment(s). Testing/assurance to validate the procedures for loading and unloading of Foundation/Standing Data into the sub-systems of the DCC Solution in their intended environment(s). Definition Testing and assurance of Operational Processes including ITIL Service Management Processes and Specific Operational Service Management Processes required by the DCC Licence, SEC and contract schedules. Functional testing and assurance of the Service Management tools (e.g. BMC Remedy), including Audit Logging, Alerts, Service Monitoring, Service Reports. 5

6 Looking ahead Early Life Support 6

7 Consultation on levels of ELS provided DCC intends to consult on how best to provide ELS to users The aim is to maximise the usefulness of ELS for users, while ensuring that all users get an equal chance of accessing finite DCC resources for any onsite 1. Eligibility window for users to request ELS (after completing, in months) + 3 months + 6 months + 9 months + 12 months Users can request to commence ELS at any time during this period, provided they have completed If no preference is made, ELS will automatically commence 10 months after a user completes 2. Availability window for users to use ELS (in weeks) 4 weeks 8 weeks 12 weeks Once ELS has commenced for a user, all available must be taken within this period 3. Amount of ELS available (in man-days) 5 days 10 days 15 days 30 days Man-days of ELS that will be available to users during the availability window e.g. 15 man-days of available over an 8-week period 4. Share of ELS that will be offsite (as opposed to onsite) 75% 50% 25% What percentage of ELS can be provided offsite? This includes phone. Onsite is finite and will be provided on a first come, first served basis 7

8 Early Life Support (subject to Industry consultation) Core ELS Offer User completes User requests to start ELS User ELS starts User ELS ends User ELS Eligibility Window up to 12 months User ELS Support Window 10 working days 8 weeks Example User ELS Support 2 Phone = 15 Off site Onsite Off site Onsite Phone man-days ELS Offer for Registration Data Providers RDP completes SIT readiness assessment / RDP ELS starts RDP completes SIT RDP commences Live Operations RDP ELS ends RDP ELS Support Window RDP Core ELS Offer during SIT RDP ELS Offer during Live Ops Example RDP ELS Support = 12 man-days = 3 man-days Phone Onsite Onsite Off site Onsite Phone 8

9 Preparing for Initial Live Operations & Mass Rollout Connectivity Arrangements Order DCC Gateway Connection Register with DCC Security Key Infrastructures Set up Identity Provider for the DCC Self-Service Interface Demand Forecasting & CHs Ordering Submit Comms Hubs Forecasts Submit Service Requests (DCC User Gateway) Forecasts Check WAN Coverage Information Order Comms Hubs Integrate DCC Software, Systems & Interfaces Parse & Correlate Software DCC User Gateway Interface DCC Self-Service Interface Early Life Reporting Early Life Support Testing Services Pre-User Integration (Informal) GIT for Industry (Informal) Interface Testing (Formal) (Formal) Verification of Process (tbc) E2E Testing BCDR and OAT 9 9

10 DCC Service Management Plan 10

11 Thank You. Questions? Dave Broady Operations Director, Smart DCC Eliot Miles Lead Service Architect, Smart DCC 11