D3.3: First stage implementation plan for service management in Federated e- Infrastructures

Transcription

1 D3.3: First stage implementatin plan fr service management in Federated einfrastructures Deliverable Dcument ID Status Versin Authr(s) Due Last update FedSMD3.3 Final 2.0 Thmas Schaaf M5 (31 Jan 2013) 17 Oct 2013 Abstract This Deliverable cmprises a generic plan fr implementing IT service management (ITSM) in federated IT infrastructures independent frm the specific business mdel f the federatr. The key purpse f this Deliverable is t give a generic verview f the activities t be perfrmed as part f an integrated service management system (SMS) cvering bth general activities and activities in the cntext f the specific ITSM prcesses. In additin t giving an verview f the generic and prcessspecific activities, we present a generic service management implementatin and imprvement plan which can be instantiated, refined and then applied by any rganisatin planning t implement an SMS. This generic plan is structured arund seven imprtant tpic areas, and clsely linked t the SMS activities identified befre.

2 D3.1: Business mdels fr Federated einfrastructures Table f Cntents 1. Intrductin Purpse and cntents f this Deliverable Structure f this dcument Relatinship between this and ther Deliverables Imprtant terms and cncepts Generic activities t plan and setup a service management system Tp management respnsibility Dcumentatin Defining the scpe f service management Planning service management (PLAN) Implementing service management (DO) Mnitring and reviewing service management (CHECK) Cntinually imprving service management (ACT) Generic IT service management prcess activities Service Prtfli Management Service Level Management Service Reprting Service Cntinuity & Availability Management Capacity Management Infrmatin Security Management Custmer Relatinship Management Supplier Relatinship Management Incident & Service Request Management Prblem Management Cnfiguratin Management Change Management Release & Deplyment Management Cntinual Service Imprvement Management Generic SMS implementatin and imprvement plan Scpe statement Framewrk f rles Services t be imprved Framewrk f prcesses and prcess interfaces... 14

3 D3.1: Business mdels fr Federated einfrastructures 5.5. Service management bjectives General schedule Tl supprt Refined SMS implementatin and imprvement plans EGI.eu / EGI Scpe statement Framewrk f rles Services t be imprved Framewrk f prcesses and prcess interfaces Service management bjectives General schedule Tl supprt CSC / FGI Scpe statement Framewrk f rles Services t be imprved Framewrk f prcesses and prcess interfaces Service management bjectives General schedule Tl supprt Cyfrnet / PLGrid Scpe statement Framewrk f rles Services t be imprved Framewrk f prcesses and prcess interfaces Service management bjectives General schedule Tl supprt

4 D3.1: Business mdels fr Federated einfrastructures 1. Intrductin As part f the FedSM prject, a minimal set f requirements fr an effective service management system (SMS), including requirements fr a number f 14 IT service management (ITSM) prcesses, has been develped. These requirements are listed in the prject Deliverable D3.2, which was the basis fr the FitSM1:2013 standard ( Minimum requirements fr lightweight service management in federated IT infrastructures ). This Deliverable (D3.3) ges ne step further: It can be regarded as a generic plan shwing the cncrete activities that need t be perfrmed rather than just stating requirements Purpse and cntents f this Deliverable The key purpse f this Deliverable is t give a generic verview f the activities t be perfrmed either in terms f general activities t setup, perate, supprt, mnitr and cntinually imprve an SMS, r in terms f activities t be carried ut in the cntext f the specific ITSM prcesses (e.g. Service Prtfli Management, Service Level Management, Incident & Service Request Management, ) that are part f this SMS. This Deliverable cncludes with a generic service management implementatin and imprvement plan which can be instantiated, refined and then applied by any rganisatin planning t implement an SMS. This generic plan is structured arund seven imprtant tpic areas, and clsely linked t the SMS activities identified befre. Fr each f the three client partners in the FedSM prject (EGI.eu respnsible fr perating EGI, CSC respnsible fr perating FGI, and Cyfrnet respnsible fr perating PLGrid), the generic plan has been instantiated and refined in this early stage f the prject in rder t create a clear understanding f hw t address the mst imprtant pints in setting up r imprving the existing SMS, and t create a sense f urgency prmting and supprting future steps. Hwever, it is nt the purpse f this Deliverable t identify in detail all the specific tasks t be carried ut by the FedSM client partners in the next ne and a half years, since this is subject t Deliverable D5.3 (Prcess develpment and imprvement plan) and requires input frm a slid gap and maturity assessment (D5.2: Clients prcess implementatin and maturity baseline), fllwing the scheme t be presented in D5.1 (Prcess implementatin and maturity baseline assessment framewrk). All activities listed in sectins 3 and 4 f this Deliverable as well as the generic plan presented in sectin 5 refer t the first implementatin stage f an SMS, assuming a twstage apprach. Where secnd stage activities are listed in sectins 3 r 4, they are printed in italics and clured in light- gray Structure f this dcument In sectins 3 and 4, we have listed the key activities t set up a service management system, based n the minimum requirements identified by FitSM1:2013 (D3.1): Sectin 3 lists the generic activities t plan and setup, perate, supprt, mnitr and cntinually imprve a service management system (SMS). Sectin 4 lists the generic activities t be carried ut in the cntext f the ITSM prcesses that are part f the SMS. 4

5 D3.1: Business mdels fr Federated einfrastructures Fllwing these lists f activities, we prvide a generic first stage implementatin and imprvement plan cvering seven imprtant tpics t be addressed when implementing an SMS. Sectin 5 is the generic first stage implementatin plan which may be used, instantiated and refined by any rganisatin (including Federatrs in federated IT infrastructures, independent frm their business mdel). Sectin 6 shws hw the generic plan frm sectin 5 has been instantiated by the three client partners in the FedSM prject at this early stage f the prject. Sectin 6.1: First stage SMS implementatin & imprvement plan fr EGI.eu / EGI Sectin 6.2: First stage SMS implementatin & imprvement plan fr CSC / FGI Sectin 6.3: First stage SMS implementatin & imprvement plan fr Cyfrnet / PL Grid 1.3. Relatinship between this and ther Deliverables It is imprtant t understand that wrk package 3 f the FedSM prject ( Service management cnceptual framewrks and guidance ) is the wrk package in which majr parts f the FitSM standard series are develped. FitSM is a Standard fr lightweight service management in federated IT infrastructures. Figure 1 shws hw this Deliverable (D3.3) is related t ther prject Deliverables and parts f FitSM. Figure 1: Relatinship between D3.3, previus and future Deliverables, and the FitSM standard series 2. Imprtant terms and cncepts Fr the purpse f this Deliverable, we refer t the terms and definitins given in FitSM0:2013, Clause 3. 5

6 D3.1: Business mdels fr Federated einfrastructures 3. Generic activities t plan and setup a service management system 3.1. Tp management respnsibility GA1.1 Prepare a prblem statement utlining the issues caused by lack f service management and the cnsequent mtivatin fr implementing r imprving ITSM. GA1.2 Define an apprpriate single pint f cntact fr dealing with tp management n service management issues. GA1.3 Prpse a service management plicy aligned t rganisatinal strategic gals fr tp management apprval. [Stage 2 activity] GA1.4 Review the service management plicy at regular intervals t ensure it matches the needs fr the rganisatins, the rganisatin s strategic gals, the fulfilment f service requirements and imprvements Dcumentatin GA2.1 Agree n a single lcatin and frmat fr service management dcumentatin (such as a dcument management system, wiki, file frmat, versining system). GA2.2 Agree and dcument prcedures fr cntrlling dcumentatin (creatin, apprval, distributin, review, versining). GA2.3 Agree n the specific dcuments t prduce and maintain (such as service management plicies, plans, service catalgues and thers) 3.3. Defining the scpe f service management GA3.1 Discuss the required scpe f service management by defining which services, technlgies, lcatins and custmers it applies t. GA3.2 Align the scpe t the service management plicy, available resurces and custmer requirements Planning service management (PLAN) GA4.1 Assess the baseline maturity f yur current service management either infrmally/anecdtally r mre specifically using a system such as the FitSM maturity mdel. GA4.2 Set an apprpriate gal level f maturity fr service management (qualitatively r quantitatively) t be achieved. GA4.3 Determine and describe the gap between defined gals and the current baseline the delta. GA4.4 Identify and specify the tasks fr imprvement based n this delta. GA4.5 Assign rles and respnsibilities fr the imprvement tasks. GA4.6 Assign a timeline t specific tasks. GA4.7 Define and dcument prcesses and prcess interfaces fr the service management system. GA4.8 Define and assign prcess rles and respnsibilities Implementing service management (DO) GA5.1 Implement and perate the SMS accrding t what it is stated in the service management plan. 6

7 D3.1: Business mdels fr Federated einfrastructures 3.6. Mnitring and reviewing service management (CHECK) [Stage 2 activity] GA6.1 Define specific, measurable and relevant indicatrs and prcedures fr mnitring the effectiveness and efficiency f the SMS. [Stage 2 activity] GA6.2 Regularly mnitr the defined indicatrs and recrd the results. [Stage 2 activity] GA6.3 Perfrm regular qualitative assessments f the service management system [Stage 2 activity] GA6.4 Define an internal audit prgram taking int accunt the status and imprtance f the prcesses t be audited, defining the scpe and frequency f audits and ensuring impartiality f the audit by the selectin f suitable auditrs. [Stage 2 activity] GA6.5 Plan and perfrm audits accrding t the audit prgram. [Stage 2 activity] GA6.6 Reprt n the result f measurements, assessments and audits t all relevant parties including tp management Cntinually imprving service management (ACT) [Stage 2 activity] GA7.1 Create a list f ptential imprvement ptins [Stage 2 activity] GA7.2 Use the Cntinual Service Imprvement Prcess t priritize, apprve r reject, and implement imprvements. 4. Generic IT service management prcess activities 4.1. Service Prtfli Management PA1.1 Add (r remve) service t (frm) the service prtfli PA1.2 Create and apprve a service design package (SDP) PA1.3 Dcument changes in the service prtfli and the SDP 4.2. Service Level Management PA2.1 Service catalguerelated: Add service t service catalgue Update service specificatin r remve service PA2.2 SLArelated: Negtiate and sign SLA Mnitr SLA fulfillment Evaluate and reprt n SLA fulfilment Ntify custmer f SLA vilatin Update r resign SLA PA2.3 OLArelated: Negtiate and sign OLA Mnitr OLA fulfilment Evaluate and reprt n OLA fulfilment Ntify Federatin member f OLA vilatin Update r resign OLA 4.3. Service Reprting PA3.1 Define/specify a service reprt PA3.2 Prduce and distribute service reprt 7

8 D3.1: Business mdels fr Federated einfrastructures PA3.3 Update a reprt specificatin r terminate a service reprt 4.4. Service Cntinuity & Availability Management [Stage 2 activity] PA4.1 Identify and recrd service cntinuity and availability requirements [Stage 2 activity] PA4.2 Create a service cntinuity plan [Stage 2 activity] PA4.3 Create a service availability plan [Stage 2 activity] PA4.4 Mnitr service availability 4.5. Capacity Management [Stage 2 activity] PA5.1 Identify and recrd capacity requirements and perfrmance requirements [Stage 2 activity] PA5.2 Create a capacity plan [Stage 2 activity] PA5.3 Mnitr service capacity, utilisatin and perfrmance 4.6. Infrmatin Security Management [Stage 2 activity] PA6.1 Define infrmatin security plicies [Stage 2 activity] PA6.2 Identify and analyse infrmatin security risks [Stage 2 activity] PA6.3 Plan infrmatin security cntrls [Stage 2 activity] PA6.4 Implement and mnitr infrmatin security cntrls [Stage 2 activity] PA6.5 Review infrmatin security cntrls [Stage 2 activity] PA6.6 Review infrmatin security plicies [Stage 2 activity] PA6.7 Recrd and handle infrmatin security incidents 4.7. Custmer Relatinship Management PA7.1 Identify and recrd custmers PA7.2 Measure/evaluate custmer satisfactin PA7.3 Plan and cnduct custmer service reviews PA7.4 Recrd and handle custmer service cmplaints 4.8. Supplier Relatinship Management PA8.1 Identify and recrd supplier PA8.2 Mnitr supplier perfrmance PA8.3 Recrd and handle disputes 4.9. Incident & Service Request Management PA9.1 Recrd incident r service request PA9.2 Classify incident r service request PA9.3 Priritize incident r service request PA9.4 Escalate incident r service request PA9.5 Reslve incident r service request PA9.6 Clse incident r service request PA9.7 Keep custmer infrmed abut the prgress f the incident r service request Prblem Management [Stage 2 activity] PA10.1 Identify and recrd prblem [Stage 2 activity] PA10.2 Classify prblem 8

9 D3.1: Business mdels fr Federated einfrastructures [Stage 2 activity] PA10.3 Priritize prblem [Stage 2 activity] PA10.4 Escalate prblem [Stage 2 activity] PA10.5 Create knwn errr recrd [Stage 2 activity] PA10.6 Reslve prblem [Stage 2 activity] PA10.7 Clse prblem Cnfiguratin Management [Stage 2 activity] PA11.1 Create cnfiguratin recrd [Stage 2 activity] PA11.2 Update cnfiguratin recrd [Stage 2 activity] PA11.3 Audit cnfiguratin recrds Change Management [Stage 2 activity] PA12.1 Submit request fr change (RFC) [Stage 2 activity] PA12.2 Classify RFC [Stage 2 activity] PA12.3 Evaluate RFC [Stage 2 activity] PA12.4 Apprve change [Stage 2 activity] PA12.5 Update change schedule [Stage 2 activity] PA12.6 Crdinate change implementatin [Stage 2 activity] PA12.7 Pst change implementatin review [Stage 2 activity] PA12.8 Update catalgue f standard changes Release & Deplyment Management [Stage 2 activity] PA13.1 Plan release [Stage 2 activity] PA13.2 Build release [Stage 2 activity] PA13.3 Test release [Stage 2 activity] PA13.4 Infrm, educate and train users n deplyment [Stage 2 activity] PA13.5 Infrm, educate and train supprt staff n deplyment [Stage 2 activity] PA13.6 Prepare live envirnment fr deplyment [Stage 2 activity] PA13.7 Rllut release [Stage 2 activity] PA13.8 Review release Cntinual Service Imprvement Management PA14.1 Create a structure fr assessing different elements f the service management system in turn. PA14.2 Prmte idea f cntinual imprvement t staff members. PA14.3 Fr each area: Identify and recrd pprtunities fr imprvement Priritize pprtunities fr imprvement Evaluate and apprve pprtunities fr imprvement Reflect n effect f imprvement t identify new pprtunities 5. Generic SMS implementatin and imprvement plan This sectin prvides a generic plan fr implementing, develping and imprving service management. Cntent in [square brackets] is an example and t be replaced in creating a specific plan by the rganizatin setting up their service management system. 9

10 D3.1: Business mdels fr Federated einfrastructures Figure 2 shws the seven tpic areas addressed by the generic plan, implying a chrnlgical rder that shuld nrmally be fllwed, since later steps usually require earlier steps having been perfrmed. Figure 2: Tpics and aspects t be addressed by a (generic) SMS implementatin and imprvement plan 5.1. Scpe statement References t recmmended activities (sectins 3 and 4 f this dcument): à Sectin 3.3: Defining the scpe f service management GA3.1, GA3.2 Guidance The scpe statement defines the subject f the imprvement and the services affected. In this case it will be the selectin f services yu have decided t imprve. ISO/IEC :2012 prvides detailed infrmatin n scpe definitin and applicability in the cntext f a service management system (SMS). Accrding t this standard, the scpe definitin shuld: be as simple as pssible; be understandable withut detailed knwledge f the service prvider s rganizatin; be wrded s that any exclusins are clear; be standalne and nt refer ut t ther surces. The rganizatin (service prvider) shuld be aware that nly the evidence based n the scpe f the SMS is cnsidered during an assessment. Example Scpe statement fr the service management system (SMS) f [Organisatin]: [Organisatin] delivering the services [service 1, service 2, service 3, ] t [custmer (grup) 1, custmer (grup) 2, ]. (Optinal: Any further limitatins based n technlgies r lcatins.) Different parameters can be used t define the scpe f the SMS t ensure that there is n ambiguity abut what is included and excluded. The parameters shuld include at least: rganizatinal unit(s) prviding services, e.g. a single rganizatin r department, grup r federatin f rganizatins r departments 10

11 D3.1: Business mdels fr Federated einfrastructures services delivered, e.g. a single service, grup f services r all services cvered by the service catalgue / prtfli Further parameters that may be cnsidered include: technlgies custmers r custmer lcatin(s) prvider lcatin(s) The prcesses and requirements t be cnsidered in the planning and implementatin phase are nt a direct subject t the scpe definitin. They are usually cnsidered when defining and scheduling gals and milestnes. Fr example, if certain service management prcesses r requirements (see FitSM1:2013 / FedSM Deliverable D3.2) are excluded frm the first stage f implementatin, this is nt stated as part f the scpe, but as part f the fllwing steps f planning. Als, the intended target maturity level f the SMS is nt part f the scpe statement. Hwever, this may be attached t the scpe statement as additinal infrmatin Framewrk f rles References t recmmended activities (sectins 3 and 4 f this dcument): à Sectin 3.4: Planning service management (PLAN) GA4.5 Guidance This sectin sets ut the expected rles required t manage the service management imprvements. The surce material can be fund in FedSM Deliverable D4.1 (Rle map). Nt all rles may be necessary fr yur situatin. Fr instance if yu are nly advancing a prcess t level ne it may nly need a prcess wner, wh fulfills all task within the prcess. By level tw yu will likely need at least prcess staff t d the tasks within the prcess. Yu may als need case managers, t handle specific areas within the prcess, and will certainly need them by level three. Example Intrductin In planning the imprvement f [rganizatin] we need t define the rles that will be necessary. These include generic rles and specific nes related t the prcesses and capabilities we seek. Generic rles In planning ur imprvement t [stage ne f the FedSM imprvement plan] we define the fllwing generic rles frm the FedSM Rle Map (D4.1) The Senir Respnsible Owner, wh has the verall accuntability fr all ITSMrelated activities and manages the verall ITSM imprvement; a Prcess Manager per prcess wh is fr respnsible fr their respective ITSM prcess (e.g. the prcess f incident management); a Case Manager is respnsible fr ne specific case ccurring in a prcess cntext (e.g. ne specific incident t be reslved); members f Prcess Staff fr each prcess, wh carry ut defined activities accrding t established prcedures (e.g. 11

12 D3.1: Business mdels fr Federated einfrastructures Internal ITSM cnsultants may well be members f yur rganisatin that have experience frm wrking n FedSM that can help thers set up prcesses r prcedures. Equally, an internal Auditr will assess cmpliance with the standard requirements, and may again me smene wh has wrked n FedSM r wh has taken the FedSM prfessinal training. This diagram utlines the relatinships between the generic rles. Remember that nt all rles may be filled in yur current situatin and individuals may fulfill multiple rles s d nt wrry that yu need t hire dzens f extra staff. the activity f priritizing an incident) [nte staff can wrk n multiple prcesses]; a Service Owner per service wh is respnsible fr a specific service which is part f the service catalgue (e.g. the service f prviding cmputatinal resurces); an Internal ITSM Cnsultant wh cnsults the Prcess Managers in defining (setting up) and imprving their prcesses; an Internal ITSM Auditr wh assesses cnfrmance with the requirements and cnducts prcess audits t ensure effectiveness and cmpliance f prcesses. Generic rle relatinships Fill in names fr rles that are apprpriate t yur plans fr this phase. This must at a minimum include the Senir Respnsible Owner and the wners f services and prcesses. We recmmend cnsidering case managers fr the prcesses that are being taken t Level 3. This figure shws the relatinship between the generic rles cnsidered. Specific Rles Frm the abve infrmatin we fresee the fllwing specific rles/ At this stage we d nt prvide names fr prcess staff, just fr named rles. General rles Senir Respnsible wner [Name] [Service 1] wner [Name] [Service 2] wner [Name] Internal auditr [Name/s] Internal ITSM cnsultant [Name/s] Service Prtfli Management (SPM) 12

13 D3.1: Business mdels fr Federated einfrastructures Service Prtfli Manager [Name] Service Level Management (SLM) Service Level Manager SLM Case manager, [1. rle, such as manager fr a specific SLA r set f SLAs] [Name] Service Reprting (SR) Service Reprting Manager SR Case manager, [rle as in manager fr a specific set f reprts] [Name] Custmer Relatinship Management (CRM) Custmer Relatinship Manager [Name] CRM Case manager, [1, rle as in manager f dealing with custmer X] [Name] Supplier Relatinship Management (SRM) Supplier Relatinship Manager [Name] SRM Case manager, [1, rle as in manager f dealing with supplier X] [Name] Incident and Service Request Management (ISRM) Incident and Service Request Manager [Name] ISRM Case Manager, [rle, as in manager fr an incident r class f incidents] [Name] Cntinual Service Imprvement (CSI) Cntinual Service Imprvement manager [Name] CSI Case Manager [rle, as in manager fr a specific imprvement r area] [Name] 5.3. Services t be imprved References t recmmended activities (sectins 3 and 4 f this dcument): à Sectin 4.1: Service Prtfli Management PA1.1, PA1.2, PA1.3 à Sectin 4.2: Service Level Management PA2.1 Guidance This sectin prvides a descriptin f the services t be imprved. Details can be taken frm the Service Prtfli if ne is available. Example [Service 1 e.g Strage Service] [Strage services] are prvided by [rganizatin] t [virtual rganisatins]. The service cnsists f the fllwing cre cmpnents: [Netwrk access] [Magnetic drives] [Data management system] In additin the service has the fllwing additinal r ptinal cmpnents: [Tape drives] [Multisite replicatin]. The service is currently prvided [current SLM state: n a best effrt basis n the basis f infrmal agreements with users]. [Service 2 e.g Cmpute Service etc] [ ] 13

14 D3.1: Business mdels fr Federated einfrastructures 5.4. Framewrk f prcesses and prcess interfaces References t recmmended activities (sectins 3 and 4 f this dcument): à Sectin 3.4: Planning service management (PLAN) GA4.7 Guidance Here we define the relatinships and interfaces between the prcesses implemented. The prcesses shuld be the stage ne lists, with any remved that are ut f scpe fr yur situatin (i.e. nt the respnsibility f the federatr). Example 5.5. Service management bjectives References t recmmended activities (sectins 3 and 4 f this dcument): à Sectin 3.4: Planning service management (PLAN) GA4.2, GA4.3, GA4.4 Guidance Here we set ut the cncrete bjectives fr the imprvement, based n the standard requirements at the levels specified in stage 1. As such the requirements shuld be crrect thugh yu can remve thse fr prcesses ut f scpe fr yur situatin (based n federatin respnsibility mdel). Example Intrductin The verall bjective f the imprvement it t raise the maturity f service management in [rganizatin]. We define fur levels f maturity in ur mdel, and in the first phase f imprvement (cvered by this plan) seek t bring the verall maturity t level 2 fr a selected subset f ITSM prcesses (7 ur f 14 prcesses). We refer t this level f maturity as in place in that service management is in place, despite nt being highly efficient r cntrlled. Overall Maturity 4 Advanced 3 Effective 2 In place 1 Aware 0 These capability levels cme frm the FedSM standard Target capability levels Level 1: Supplier Relatinship Management (SRM) There is a defined and dcumented prcedure fr 14

15 D3.1: Business mdels fr Federated einfrastructures requirements, and describe levels f cmpliance with a subset f the requirements that are t be implemented in phase 1 f FedSM s imprvement (D3.2). The gal f this phase 1 imprvement plan is t make these statements hld true fr a target infrastructure. If there are prcesses that are ut f scpe fr yur federatin they can be remved. Level 2 maintaining a supplier list. Cmmunicatin mechanisms with suppliers are available, recrded and the prcedures fr their use are dcumented. Disputes with suppliers are managed n a direct and casebycase basis, thugh a recrd f the cmplaint is created and maintained. Mechanisms that measure supplier perfrmance are used but nt dcumented. Service Prtfli Management (SPM) There is a clear understanding f the service ffer (past, current, planned), relatinship t supprt activities and ther related infrmatin that cnnect t the value creatin capabilities. This list is maintained n an infrmal basis. There is an understanding f a structured apprach fr the transitin t new services r changes t current services that is applied rutinely, but this is nt dcumented. Acceptance criteria, timescales are managed at a qualitative level. Service Reprting (SR) Service reprts fr sme services are defined. Hwever definitins may be different in structure and frmat. Sme f the service reprts are infrmally agreed between Federatr and Custmer. There is sme infrmal way f defining cntents f a service reprt but the dcumentatin is rather scarce and nt always fllwed. There is sme dcumentatin n hw service reprts are prduced but it is nt cmplete. There may be incnsistences in utput frmat f service reprts. Custmer Relatinship Management (CRM) There is a list f custmers and their cntacts. This list is maintained n an infrmal basis. There is a persn assigned t each specific grup f custmers that manages the relatinship and satisfactin. Cmmunicatin mechanisms fr cntacting custmers are available and recrded. Service reviews are made at planned intervals but there is n defined standard prcedure. Custmer cmplaints are managed n a direct and casebycase basis, thugh, a recrd f the cmplaint is created and maintained. Mechanisms that measure custmer satisfactin are used but nt dcumented. Cntinual Service Imprvement (CSI) There are prcedures fr elements f service management such that ccurrences where practice is far utside f these prcedures are nticeable. In such cases there is an effrt t bring practices back 15

16 D3.1: Business mdels fr Federated einfrastructures Level 3 int sme frm f lse cmpliance. There is sme prcess fr seeking imprvements and dcumenting them that is carried ut peridically. Hwever, pprtunities are nt identified systematically and nt all are recrded. There is a prcedure fr priritizatin f pprtunities fr imprvement but it is lse and based n a small number f parameters, such as cst and immediate impact. Dcumentatin f decisins is patchy. There is sme prcedure fr evaluating and apprving pprtunities fr imprvement, based n a set f criteria identified in advance. The prcedure is bradly fllwed, thugh it is nt extensively dcumented and decisins are nt well recrded and dcumented. There is a prcedure fr planning and implementing imprvements, but it remains relatively simple and utcmes are based n the apprach f the individuals fllwing it. Plans are dcumented t a limited extent and implementatin is nt systematic. Service Level Management (SLM) There is a defined and dcumented prcedure fr negtiating SLAs, which in particular specifies the required scpe f the negtiated SLA, the utput frmat in which the SLA must be stred, and hw the SLA and service targets are defined, but may be different in structure and specificatin in different SLAs. There is a defined and dcumented prcedure fr maintaining a service catalgue clearly specifying differentiated service fferings. There is a defined and dcumented prcedure fr reviewing services and SLAs at planned intervals. There is a defined and dcumented prcedure fr service perfrmance mnitring and reprting the results t relevant parties. There is a defined and dcumented prcedure fr establishing OLAs, wellaligned t specific services ffered t custmers. Incident and Service Request Management (ISRM) There is a defined and dcumented prcedure fr recrding incidents based n clearly specified infrmatin templates and stepbystep guidance. There is a defined and dcumented prcedure fr classifying incidents based n a clearly specified scheme and step by step guidance. There is a defined and dcumented prcedure fr priritizing incidents based n clearly specified criteria, cnsidering impact and urgency f the incidents. 16

17 D3.1: Business mdels fr Federated einfrastructures There is a defined and dcumented prcedure fr escalating incidents based n clearly specified criteria, differentiating between functinal and hierarchical escalatin. There is a defined and dcumented prcedure fr the clsure f incidents including infrming users and/r custmers f the reslutin and giving them the pprtunity t cnfirm the reslutin f the incident, plus a final review f the incident recrd against defined criteria. Available surces f cnfiguratin and release infrmatin are dcumented. In additin, there is a defined and dcumented prcedure fr using these surces f infrmatin in rder t effectively handle and reslve incidents. Users and custmers are systematically and cnsequently infrmed f the prgress f their reprted incidents and service requests. This happens bth in a reactive and practive way, accrding t a defined and dcumented prcedure. There is a defined and dcumented prcedure fr the classificatin and management f majr incidents frm ccurrence t clsure including effective cmmunicatin, crdinatin f reslutin activities and pst reslutin review General schedule References t recmmended activities (sectins 3 and 4 f this dcument): à Sectin 3.4: Planning service management (PLAN) GA4.6 Guidance In this sectin we prvide the brad milestnes fr the imprvement t cver the perid t Feb Already included are fixed pints related t FedSM deliverables and sme ther key dates. Example Milestnes and general timeline March 2013 Baseline prcess assessment framewrk available April 2013 Prcess maturity baseline cmplete May 2013 Detailed schedule f tasks based n lgical rder fr prcess capability achievement September 2013 interim prgress assessment Feb 2014 Stage ne cmpleted Nte, the date fr the baseline being cmplete (i.e. assessment results available) is in advance f frmal deliverable date. Lgical rder fr prcess capability achievement At this pint there is n detailed schedule, as we need baseline assessment t d this. Rather we have a prpsed In rder t achieve imprvement, changes must be tackled in a lgical rder. This means mving up thrugh the capability levels in rder. In general these levels are: Capability 1: create awareness f tasks related t the 17

18 D3.1: Business mdels fr Federated einfrastructures rder clustered int lgical units that shuld be achievable Remember that getting t level 1 will tend t be very easy, the largest jump will be 1 t 2. prcess; ensure individuals take actin t manage these tasks n at least a reactive basis. Capability 2: establish intuitive prcedures fr the prcess that create psitive results Capability 3: establish defined prcedures fr the prcess that nt nly create psitive results but whse prcedures are dcumented and results recrded. T achieve the verall bjectives f this imprvement, it will be imprved in the fllwing steps: Step 1 ISRM Capability 1 SLM Capability 1 Step 2 Step 3 Step 4 Step 5 Step 6 SPM Capability 1 ISRM Capability 2 SLM Capability 2 SR Capability 1 CRM Capability 1 ISRM Capability 3 SLM Capability 3 CSI Capability 1 SPM Capability 2 SR Capability 2 CRM Capability 2 CSI Capability 2 SRM Capability Tl supprt References t recmmended activities (sectins 3 and 4 f this dcument): à Sectin 3.5: Implementing service management (DO) Guidance In this sectin yu list the tls that will be used t supprt the imprvement. This includes things like mnitring systems, ticketing systems, cmmunicatin platfrms, infrmatin strage like wikis etc. At this stage describe the current tls used as they shuld nt change greatly in this first phase. Example [Fr the strage service the fllwing tls are in use: Incidents and technical prblems are tracked using the Trac ticketing system. Cmmunicatin is carried ut thrugh direct and Mailman lists. Cnfluence Wikis are used t stre prcess descriptins and prcedures. Asana is used fr prject management and task tracking.] 18

19 D3.1: Business mdels fr Federated einfrastructures 6. Refined SMS implementatin and imprvement plans 6.1. EGI.eu / EGI Scpe statement EGI.eu seeks t imprve the service management f the services: Cre grid services (delivered t user cmmunities and Resurce infrastructure Prviders) Accunting prtal and repsitry Catch all grid services Develpment f peratins mnitring prbes GOCDB Incident management tl (EGI Helpdesk) Message brker netwrk Metrics prtal Operatinal tls and metaservice mnitring Operatins prtal Security mnitring tls SAM Tls fr RC certificatin Additinal infrmatin: The imprvements t be achieved during the implementatin phase shall bring the services in questin t the fllwing levels f capability. Level 1: Supplier Relatinship Management (SRM) Level 2 Service Prtfli Management (SPM) Service Reprting (SR) Custmer Relatinship Management (CRM) Cntinual Service Imprvement (CSI) Level 3 Service Level Management (SLM) Incident and Service Request Management (ISRM) Framewrk f rles In planning the imprvement f EGI we need t define the rles that will be necessary. These include generic rles and specific nes related t the prcesses and capabilities we seek. In planning ur imprvement t [stage ne f the FedSM imprvement plan] we define the fllwing generic rles frm the FedSM Rle Map (D4.1) The Senir Respnsible Owner, wh has the verall accuntability fr all ITSMrelated activities and manages the verall ITSM imprvement; a Prcess Manager per prcess wh is fr respnsible fr their respective ITSM prcess (e.g. the prcess f incident management); 19

20 D3.1: Business mdels fr Federated einfrastructures a Case Manager is respnsible fr ne specific case ccurring in a prcess cntext (e.g. ne specific incident t be reslved); members f Prcess Staff fr each prcess, wh carry ut defined activities accrding t established prcedures (e.g. the activity f priritizing an incident) [nte staff can wrk n multiple prcesses]; a Service Owner per service wh is respnsible fr a specific service which is part f the service catalgue (e.g. the service f prviding cmputatinal resurces); an Internal ITSM Cnsultant wh cnsults the Prcess Managers in defining (setting up) and imprving their prcesses; an Internal ITSM Auditr wh assesses cnfrmance with the requirements and cnducts prcess audits t ensure effectiveness and cmpliance f prcesses. Frm the abve infrmatin we fresee the fllwing specific rles/ At this stage we d nt prvide names fr prcess staff, just fr named rles. General rles Senir Respnsible wner EGI Chief Operatins Officer Internal auditr EGIInSPIRE Prject Management Bard Internal ITSM cnsultant EGI.eu Plicy Team Service Prtfli Management (SPM) Service Prtfli Manager EGI Chief Operatins fficer (fr what cncerns specifically cre grid services) Service Level Management (SLM) Service Level Manager: Grid Oversight Team/R. Tmpert Service Reprting (SR): nt yet appinted as reprting tls are under develpment (Paschalis Krsglu/AUTH) Custmer Relatinship Management (CRM) Custmer Relatinship Manager EGI Chief Operatins Officer, respnsible f VO manager registratin prcesses and f NGI peratins cntact registratin Supplier Relatinship Management (SRM) Supplier Relatinship Manager E. Imamagic/SRCE crdinating deplyment f central tls Incident and Service Request Management (ISRM) Incident and Service Request Manager G. Grein/KIT (EGI Helpdesk) and respnsible f incident recrd fllwup and versight Cntinual Service Imprvement (CSI) Cntinual Service Imprvement manager EGI Chief Operatins Officer, respnsible f the cllectin f new requirements Services t be imprved Cre Grid Services Cre Grid Services are prvided by EGI.eu t Virtual Organizatins and NGI Operatins Centres.The service cnsists f the fllwing cre cmpnents: 1. Accunting prtal and repsitry 2. Catch all grid services 20

21 D3.1: Business mdels fr Federated einfrastructures 3. Develpment f peratins mnitring prbes 4. GOCDB 5. Incident management tl (EGI Helpdesk) 6. Message brker netwrk 7. Metrics prtal 8. Operatinal tls and metaservice mnitring 9. Operatins prtal 10. Security mnitring tls 11. SAM 12. Tls fr RC certificatin The service is currently prvided: 1, 4, 5, 6, 7, 8, 9, 10, 11: in the EGI.eu Operatinal Level Agreement 2 and 12: Resurce Centre Operatinal Level Agreement (this shuld prbably be changed) 3: cntractual agreement with SRCE. N service level targets and reprting defined Framewrk f prcesses and prcess interfaces See sectin 5.4, Example n refinements Service management bjectives See sectin 5.5, Example n refinements General schedule Milestnes and general timeline: March 2013 Baseline prcess assessment framewrk available April 2013 Prcess maturity baseline cmplete May 2013 Detailed schedule f tasks based n lgical rder fr prcess capability achievement September 2013 interim prgress assessment Feb 2014 Stage ne cmpleted Lgical rder fr prcess capability achievement: In rder t achieve imprvement, changes must be tackled in a lgical rder. This means mving up thrugh the capability levels in rder. In general these levels are: Capability 1: create awareness f tasks related t the prcess; ensure individuals take actin t manage these tasks n at least a reactive basis. Capability 2: establish intuitive prcedures fr the prcess that create psitive results Capability 3: establish defined prcedures fr the prcess that nt nly create psitive results but whse prcedures are dcumented and results recrded. T achieve the verall bjectives f this imprvement, it will be imprved in the fllwing steps: Step 1 ISRM Capability 1 SLM Capability 1 21

22 D3.1: Business mdels fr Federated einfrastructures Step 2 Step 3 Step 4 Step 5 Step 6 SPM Capability 1 ISRM Capability 2 SLM Capability 2 SR Capability 1 CRM Capability 1 ISRM Capability 3 SLM Capability 3 CSI Capability 1 SPM Capability 2 SR Capability 2 CRM Capability 2 CSI Capability 2 SRM Capability Tl supprt Fr the cre grid services the fllwing tls are in use: Incidents and technical prblems are tracked using the GGUS ticketing system, interfaced t NGI helpdesk systems. We are missing an incident ntificatin mechanism in case an incident ccurs ut f business hurs Cmmunicatin is carried ut thrugh direct and Mailman lists. Requirements are cmmunicated thrugh the RT requirement tracking system and fllwing the requirement management prcess The EGI wiki is used t stre prcess descriptins and prcedures. A prcedure fr service level management f cre grid services needs t be defined RT is used fr task tracking, in particular t assign actins t service suppliers. Cre grid services are mnitred thrugh a dedicated central SAM installatin Service level perfrmance is reprted centrally thugh MyEGI (but nt yet thrugh mnthly reprts). Catalgue, cnfiguratin and cntact infrmatin f service suppliers are managed thrugh GOCDB 6.2. CSC / FGI Scpe statement FGI seeks t imprve the service management f Cmpute Service delivered t Finnish Research Cmmunities rganized in Virtual Organizatins. Additinal infrmatin: The imprvements t be achieved during the implementatin phase shall bring the services in questin t the fllwing levels f capability. 22

23 D3.1: Business mdels fr Federated einfrastructures Level 1: Supplier Relatinship Management (SRM) Level 2 Service Prtfli Management (SPM) Service Reprting (SR) Custmer Relatinship Management (CRM) Cntinual Service Imprvement (CSI) Level 3 Service Level Management (SLM) Incident and Service Request Management (ISRM) Framewrk f rles In planning ur imprvement t [stage ne f the FedSM imprvement plan] we define the fllwing generic rles frm the FedSM Rle Map (D4.1) The Senir Respnsible Owner, wh has the verall accuntability fr all ITSMrelated activities and manages the verall ITSM imprvement; a Prcess Manager per prcess wh is fr respnsible fr their respective ITSM prcess (e.g. the prcess f incident management); a Case Manager is respnsible fr ne specific case ccurring in a prcess cntext (e.g. ne specific incident t be reslved); members f Prcess Staff fr each prcess, wh carry ut defined activities accrding t established prcedures (e.g. the activity f priritizing an incident) [nte staff can wrk n multiple prcesses]; a Service Owner per service wh is respnsible fr a specific service which is part f the service catalgue (e.g. the service f prviding cmputatinal resurces); an Internal ITSM Cnsultant wh cnsults the Prcess Managers in defining (setting up) and imprving their prcesses; an Internal ITSM Auditr wh assesses cnfrmance with the requirements and cnducts prcess audits t ensure effectiveness and cmpliance f prcesses. Frm the abve infrmatin we fresee the fllwing specific rles/ At this stage we d nt prvide names fr prcess staff, just fr named rles. General rles Senir Respnsible wner Luís Alves Cmpute Service wner Luís Alves Internal ITSM auditr Urp Kaila Internal ITSM cnsultant Urp Kaila Service Prtfli Management (SPM) Service Prtfli Manager Luís Alves Service Level Management (SLM) Service Level Manager Luís Alves Service Reprting (SR) Service Reprting Manager Luís Alves Custmer Relatinship Management (CRM) 23

24 D3.1: Business mdels fr Federated einfrastructures Custmer Relatinship Manager Luís Alves Supplier Relatinship Management (SRM) Supplier Relatinship Manager Ulf Tigerstedt Incident and Service Request Management (ISRM) Incident and Service Request Manager Luís Alves Cntinual Service Imprvement (CSI) Cntinual Service Imprvement manager Luís Alves Services t be imprved Cmpute Service Cmpute services are prvided by FGI t Finnish Research Cmmunities rganized in Virtual Organizatins (VO). The service cnsists f the fllwing cre cmpnents: Advanced cmputing resurces access thrugh Grid Middleware In additin the service has the fllwing additinal r ptinal cmpnents: Scientific Sftware, Cmpilers and Libraries Repsitry Grid Data Strage The service is currently prvided n a best effrt basis as agreed by the user when accepting the VO membership Acceptable Usage Plicy Framewrk f prcesses and prcess interfaces See sectin 5.4, Example n refinements Service management bjectives See sectin 5.5, Example n refinements General schedule Milestnes and general timeline: March 2013 Baseline prcess assessment framewrk available April 2013 Prcess maturity baseline cmplete May 2013 Detailed schedule f tasks based n lgical rder fr prcess capability achievement September 2013 interim prgress assessment Feb 2014 Stage ne cmpleted Lgical rder fr prcess capability achievement: In rder t achieve imprvement, changes must be tackled in a lgical rder. This means mving up thrugh the capability levels in rder. In general these levels are: Capability 1: create awareness f tasks related t the prcess; ensure individuals take actin t manage these tasks n at least a reactive basis. Capability 2: establish intuitive prcedures fr the prcess that create psitive results Capability 3: establish defined prcedures fr the prcess that nt nly create psitive results but whse prcedures are dcumented and results recrded. 24

25 D3.1: Business mdels fr Federated einfrastructures T achieve the verall bjectives f this imprvement, it will be imprved in the fllwing steps: Step 1 Step 2 Step 3 ISRM Capability 1 SLM Capability 1 SPM Capability 1 ISRM Capability 2 SLM Capability Tl supprt Fr the Cmpute Service the fllwing tls are in use: Incidents and technical prblems are tracked using RT ticketing system. Cmmunicatin is carried ut thrugh direct , lists and FGI Radshws. Cnfluence Wikis are used t stre prcess descriptins and prcedures. Service Availability and Mnitring is perfrmed by SAM/Nagis, Ganglia, ARC Grid Mnitr and ther tls prvided by EGI. Cnfiguratin and catalgue f infrastructure cmpnents is kept in GOCDB. VOM server is used fr registratin and service access management Cyfrnet / PLGrid Scpe statement PLGrid seeks t imprve the service management f the Cmpute and Strage services delivered t PLGrid Infrastructure users which include bth: individuals related t Plish Science Virtual Organizatins registered by EGI Additinal infrmatin: The imprvements t be achieved during the implementatin phase shall bring the services in questin t the fllwing levels f capability. Level 1: Supplier Relatinship Management (SRM) Level 2 Service Prtfli Management (SPM) Service Reprting (SR) Custmer Relatinship Management (CRM) Cntinual Service Imprvement (CSI) Level 3 Service Level Management (SLM) Incident and Service Request Management (ISRM) 25

26 D3.1: Business mdels fr Federated einfrastructures Framewrk f rles In planning the imprvement f EGI we need t define the rles that will be necessary. These include generic rles and specific nes related t the prcesses and capabilities we seek. In planning ur imprvement t [stage ne f the FedSM imprvement plan] we define the fllwing generic rles frm the FedSM Rle Map (D4.1) The Senir Respnsible Owner, wh has the verall accuntability fr all ITSMrelated activities and manages the verall ITSM imprvement; a Prcess Manager per prcess wh is fr respnsible fr their respective ITSM prcess (e.g. the prcess f incident management); a Case Manager is respnsible fr ne specific case ccurring in a prcess cntext (e.g. ne specific incident t be reslved); members f Prcess Staff fr each prcess, wh carry ut defined activities accrding t established prcedures (e.g. the activity f priritizing an incident) [nte staff can wrk n multiple prcesses]; a Service Owner per service wh is respnsible fr a specific service which is part f the service catalgue (e.g. the service f prviding cmputatinal resurces); an Internal ITSM Cnsultant wh cnsults the Prcess Managers in defining (setting up) and imprving their prcesses; an Internal ITSM Auditr wh assesses cnfrmance with the requirements and cnducts prcess audits t ensure effectiveness and cmpliance f prcesses. Frm the abve infrmatin we fresee the fllwing specific rles. At this stage we d nt prvide names fr prcess staff, just fr named rles: General rles Senir Respnsible wner Marcin Radecki Cmpute Service wner Marcin Radecki Strage Service wner Marcin Radecki Internal auditr Tmasz Szepieniec Internal ITSM cnsultant Tmasz Szepieniec Service Prtfli Management (SPM) Service Prtfli Manager Marcin Radecki Service Level Management (SLM) Service Level Manager Magda Szpa SLM Case manager all SLAs are f the same kind n need fr case manager Service Reprting (SR) Service Reprting Manager Anna Glik Custmer Relatinship Management (CRM) Custmer Relatinship Manager Magda Szpa Supplier Relatinship Management (SRM) Supplier Relatinship Manager Magda Szpa Incident and Service Request Management (ISRM) Incident and Service Request Manager Tadeusz Szymcha ISRM Case Manager, fr security cases Adam Smutnicki Cntinual Service Imprvement (CSI) 26

27 D3.1: Business mdels fr Federated einfrastructures Cntinual Service Imprvement manager Marcin Radecki Services t be imprved Strage Service Strage services are prvided by PLGrid which federates resurces prvided by 5 Plish cmpute centres t PLGrid Infrastructure users. The service cnsists f the fllwing cre cmpnents: Netwrk access Data management system (hardware + sftware) In additin the service has the fllwing additinal r ptinal cmpnents: Tape drives Backup services The service is currently prvided n the basis f PLGrid SLAs between PLGrid users and PLGrid Operatins Centre. Cmpute Service Cmpute services are prvided by PLGrid which federates resurces prvided by 5 Plish cmpute centres t PLGrid Infrastructure users. The service cnsists f the fllwing cre cmpnents: Netwrk access Cmpute ndes Service ndes In additin the service has the fllwing additinal r ptinal cmpnents: Infiniband cnnectivity enhanced RAM GPU capability virtual SMP The service is currently prvided n the basis f PLGrid SLAs between PLGrid users and PLGrid Operatins Centre Framewrk f prcesses and prcess interfaces See sectin 5.4, Example n refinements Service management bjectives See sectin 5.5, Example n refinements General schedule Milestnes and general timeline: March 2013 Baseline prcess assessment framewrk available April 2013 Prcess maturity baseline cmplete May 2013 Detailed schedule f tasks based n lgical rder fr prcess capability achievement 27