EGIIn SPIRE Federated Service Management Sy Holsinger Senior

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EGI-In. SPIRE Federated Service Management Sy Holsinger Senior Strategy and Policy Officer, EGI. eu

EGI-In. SPIRE Federated Service Management Sy Holsinger Senior Strategy and Policy Officer, EGI. eu sy. holsinger@egi. eu EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 1 www. egi. eu

Overview • • Why ITSM – The motivation Overview service management Where we started

Overview • • Why ITSM – The motivation Overview service management Where we started Approach taken Successes Future Work Overall Experience (Summary) EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 2 www. egi. eu

EGI Today 2001 -2004 EDG Proof of Concept EGI-In. SPIRE RI-261323 2004 -2010 EGEE-I/II/III

EGI Today 2001 -2004 EDG Proof of Concept EGI-In. SPIRE RI-261323 2004 -2010 EGEE-I/II/III From prototype to production 2007 -2009 EGI Design Study Sustainability Model 2010 -2014 EGI-In. SPIRE Transition towards a sustainable infrastructure Professional Service Provision EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 3 www. egi. eu

Motivation • Key objective of EGI-In. SPIRE is "Sustainability" – Financial, organisational, technical and

Motivation • Key objective of EGI-In. SPIRE is "Sustainability" – Financial, organisational, technical and legal, BUT it is also: • Instilling confidence in the users that the service will be available for years • Offering predictability for how services are provided • Optimising effort and resources with more efficient service provision • IT services are becoming part of regular research process and user expectations are increasing on service levels – Similar to phone and Internet • EGI provides a variety of services to researchers, however – Services were defined as "tasks" in EGI-In. SPIRE – Service management is often tied to the project • EGI is a complex federation – Diverse member organisation, varying service portfolios and national priorities • How can EGI sustain long-term service provision? – Evolve from R&D activities by increasing maturity of IT Service Management through best practices EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 4 www. egi. eu

What is ITSM? • IT Service Management (ITSM) is a – Structured way to

What is ITSM? • IT Service Management (ITSM) is a – Structured way to set up, launch, operate and manage IT services – Conceptual structure for organizational processes and procedures – Checklist to make sure you are doing things repeatably, predictably, efficiently • ITSM is not about – Changing everything just to use a management-speak handbook – Buying a tool – Marketing EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 5 www. egi. eu

Why ITSM? • About 80% of all service outages originate from “people and process

Why ITSM? • About 80% of all service outages originate from “people and process issues” • Duration of outages and degradations significantly dependent on non-technical factors • IT Service Management aims to – Provide high quality IT services meeting customers’ and users’ expectations – Define and install management processes covering all aspects of managing the service lifecycle: • • Planning Roll-out and delivery Operational support Changing and improving EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 Reasons for service outages [Gartner, 2001] 6 www. egi. eu

ITSM: Success factors People Typical tools for service management: • Workflow support tool •

ITSM: Success factors People Typical tools for service management: • Workflow support tool • (Trouble) ticket tool • Wiki • Excel sheets • Word templates • … EGI-In. SPIRE RI-261323 • Responsibilities • Skills • Awareness Technology • Support people in their roles • Increase process effectiveness and efficiency Processes • Defined activities • Effectiveness and repeatability EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 Typical service management processes: • Incident management • Change management • Service portfolio management • Service level management • Capacity management • Information security management • … 7 www. egi. eu

ITSM: 5 key facts 1. ITSM means: Alignment of IT service operations to the

ITSM: 5 key facts 1. ITSM means: Alignment of IT service operations to the customers' needs. 2. ITSM means: A process approach in delivering and supporting IT services. 3. ITSM supports a consistent terminology, avoiding bad communication and lack of understanding. 4. ITSM requires the provider to understand the requirements of its customers. 5. There are various frameworks and standards providing guidance around ITSM. EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 8 www. egi. eu

ITSM: 5 Key Facts Resulting questions 1. Who is my 'customer’? 2. What are

ITSM: 5 Key Facts Resulting questions 1. Who is my 'customer’? 2. What are the processes I need to handle? 3. What is my understanding of service? (And does this fit to the customer's? ) 4. What are the essential requirements that I must fulfil? 5. Which ITSM framework / approach is most suitable for me? EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 9 www. egi. eu

ITSM: Standards and frameworks ISO/IEC 27000 ISO 9000 ISO/IEC 20000 ITIL® Legend Quality Management

ITSM: Standards and frameworks ISO/IEC 27000 ISO 9000 ISO/IEC 20000 ITIL® Legend Quality Management standard COBIT IT Management Framework Software engineering maturity model CMMI EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 adaption of concepts 10 www. egi. eu

ITSM: Federation challenges • Traditional service management practices – Assume single central control over

ITSM: Federation challenges • Traditional service management practices – Assume single central control over all service management processes by the service provider – Hardly address collaborative approaches to service delivery • As a result: Applying service management in federated environments may be more difficult, and not all concepts / ideas will work • Need ITSM that is tailored to the needs of federated IT infrastructures – Lightweight set of requirements – No requirements based on unrealistic assumptions – Concrete implementation guidance EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 11 www. egi. eu

Approach • Standard family – Focuses on 14 key processes – Supports federated scenarios

Approach • Standard family – Focuses on 14 key processes – Supports federated scenarios – Requirements through to implementation guidance • Freely available templates, samples and guides – Basis for further development (ITIL & ISO/IEC 20000 based) • Simple, achievable baseline for federated ITSM – Being deployed in grids, assessed in other communities • Training and Certification – Foundation, Advanced, Expert levels – Backed by internationally recognized authority TUV SUD • Supported by Fed. SM project: www. fedsm/fitsm EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 12 www. egi. eu

Fit. SM, ISO/IEC 20000 and ITIL ISO/IEC 20000 ITIL (good practices) • 136 pages

Fit. SM, ISO/IEC 20000 and ITIL ISO/IEC 20000 ITIL (good practices) • 136 pages (3 core documents) • 26 pages of requirements (part 1) • About 2, 000 pages (5 core books) • No requirements EGI-In. SPIRE RI-261323 Fit. SM • 38 pages (4 core documents) • 9 pages of requirements (part 1) 13 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 13 www. egi. eu

Fit. SM-0 Overview & vocabulary Focus of this training Terminology Support & Guidance. Requirements

Fit. SM-0 Overview & vocabulary Focus of this training Terminology Support & Guidance. Requirements Fit. SM parts Fit. SM-1 Requirements Fit. SM-2 Objectives and activities Fit. SM-4 Selected templates and samples EGI-In. SPIRE RI-261323 Fit. SM-3 Role model Fit. SM-5 Selected implementation guides EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 Fit. SM-6 Maturity and capability assessment scheme 14 www. egi. eu

ITSM Key Process Key service management processes 1. 2. 3. 4. 5. 6. 7.

ITSM Key Process Key service management processes 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Service portfolio management (SPM) Service level management (SLM) Service reporting management (SR) Service continuity & availability management (SCAM) Capacity management (Cap. M) Information security management (ISM) Customer relationship management (CRM) Supplier relationship management (SRM) Incident & service request management (ISRM) Problem management (PM) Configuration management (Conf. M) Change management (Ch. M) Release & deployment management (RDM) Continual service improvement management (CSI) EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 15 www. egi. eu

ITSM Key Process Key service management processes 1. 2. 3. 4. 5. 6. 7.

ITSM Key Process Key service management processes 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Service portfolio management (SPM) Service level management (SLM) Service reporting management (SR) Service continuity & availability management (SCAM) Capacity management (Cap. M) Information security management (ISM) Customer relationship management (CRM) Supplier relationship management (SRM) Incident & service request management (ISRM) Problem management (PM) Configuration management (Conf. M) Change management (Ch. M) Release & deployment management (RDM) Continual service improvement management (CSI) EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 Phase 1 16 www. egi. eu

Organisation and Relationships National & European NGIs (e. g. FI, PL) Resource Providers 3

Organisation and Relationships National & European NGIs (e. g. FI, PL) Resource Providers 3 rd Party (e. g. grid middleware, cloud tech. ) National & European Large & Small Open ICT Ecosystem EGI-In. SPIRE RI-261323 EGI. eu EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 17 www. egi. eu

Types of service agreements and their relationships Customer Service Level Agreements (SLAs) Service C

Types of service agreements and their relationships Customer Service Level Agreements (SLAs) Service C Service B Service A IT service provider Service components Operational Level Agreements (OLAs) Contracts (UCs) Federation Members EGI-In. SPIRE RI-261323 Suppliers EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 18 www. egi. eu

Organisation and Relationships SLAs OLAs SLAs Services? Open ICT Ecosystem EGI-In. SPIRE RI-261323 EGI-In.

Organisation and Relationships SLAs OLAs SLAs Services? Open ICT Ecosystem EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 19 www. egi. eu

Our starting point (1 of 2) • Defining a Service Portfolio – Difficulty understanding

Our starting point (1 of 2) • Defining a Service Portfolio – Difficulty understanding the difference between service vs. activity • EGI. eu provides services known as “Global Tasks” – Directly by staff based in Amsterdam – Outsourced to EGI. eu Participants Global Task Fit. SM Global Task Consultation and support by: Global tasks have been evaluated and identified as a service or a service component EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 20 www. egi. eu

Our starting point (2 of 2) Global Tasks (EGI-In. SPIRE) EGI. eu Service Portfolio

Our starting point (2 of 2) Global Tasks (EGI-In. SPIRE) EGI. eu Service Portfolio • Council • Executive Board • Strategic Planning and Policy • Finance and Secretary • Technical Coordination Board • Technology Roadmapping • Marketing and Communication • Community Outreach • Technical Outreach to New Communities • NGI Coordination • Software Accetance Criteria • Software Verification • Software Repository • Application Database • Training Marketplac • Core services • Message Broker Network • Service Availability Monitoring • Security Monitoring • Network Monitoring • Operations Portal • Accounting • Helpdesk • GOCDB • Metrics Portal • 1 st Level: TPM • 2 nd Level: DMSU • Network Support • Operations Coordination • Grid Oversight • Availability Reliability Management • Coordination of Operations Security • Coordination of Interoperation • Coordination of Staged Roolout and Related Support Tools • Coordination of Reuirement Gathering • Coordination of Documentation EGI-In. SPIRE RI-261323 • Project and Programme Management • Operations Coordination • Technology Coordination • Security Coordination • Specialized Consultancy • Strategy and Policy Decision Support • Policy Development • Technical Consultancy and Support • Helpdesk Support • Marketing • Outreach • Training Marketplace • Applications Database • Repository of Validated Software • Federated Operations EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 21 www. egi. eu

Methodology Overall Fit. SM maturity model 4 Managed & measured 4 -Advanced 3 Defined

Methodology Overall Fit. SM maturity model 4 Managed & measured 4 -Advanced 3 Defined 3 - Effective 2 Repeatable 2 - In place 1 Ad-hoc 1 - Aware 0 Non-existent 0 - Non-existent 14 Processes: Maturity Key CSI RDM Ch. M Conf. M PM ISRM CRM ISM Cap. M SCAM SR SLM SPM Capability 5 Efficient/optimal Target during Fed. SM project is Level 3 over all processes EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 22 www. egi. eu

EGI. eu Maturity Self-Assessment • 2 Services: Federated Operations & Software Repository – Project

EGI. eu Maturity Self-Assessment • 2 Services: Federated Operations & Software Repository – Project tasks into services -> realization many processes and procedures tied to supporting activities and not overall service • Some very mature, others completely missing Focus Areas • EGI ITSM initial scope: Federated Operations – Largest EGI service – Gain experience and knowledge to then apply to other services • Formal Implementation Plan EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 23 23 www. egi. eu

Major Changes • Services defined and agreement types understood – SLAs were only with

Major Changes • Services defined and agreement types understood – SLAs were only with Technology Providers – OLAs were only for Resource Centers • OLA contains hybrid content being used basically as an SLA • Complete Refactoring – Started with “Federated Operations” SLA to Resource Centers • SLAs now contain – Service description; Service hours and exceptions; Scheduled service interruptions; Customer responsibilities; Service provider liability and obligations; Escalation and notification procedures; Service targets; Workload limits; Actions to be taken in case of incidents or disasters – OLAs between EGI. eu and all outsourced service components • Cannot guarantee 5 -day user response if internal supplier gives 7 • Service Reporting also included (with template) EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 24 www. egi. eu

Results (1 of 2) • EGI Service Portfolio – Major result after more than

Results (1 of 2) • EGI Service Portfolio – Major result after more than a year of off and on discussion (June’ 13) • EGI Solutions Portfolio – 4 defined solutions describing value and targeted customers – Result from service portfolio -> powerful marketing tool • ITSM Maturity Assessment – Many processes and procedures tied to activities and not overall service • EGI ITSM wikipage – Hosts all relevant info – Started process definitions e. g. add a service • Fit. SM Training and Certification – 6 EGI. eu staff certified from strategy, ops & tech (1 Certified Trainer) – ~40 total from EGI community (including CSC & PLGrid) EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 25 www. egi. eu

Results (2 of 2) • Collaboration – Helix Nebula - Major cloud initiative between

Results (2 of 2) • Collaboration – Helix Nebula - Major cloud initiative between large providers and big science (e. g. T-systems, Atos, SAP - CERN, EMBL and ESA) • HNX adopting Fit. SM resulting in management interoperability as well as technical interoperability – EGI Scientific Discipline Classification Change Mgmt based on Fit. SM • Structure for internal use and external adoption by XSEDE and NCAR • EGI Glossary - Integration of ITSM related terms – Changing the language used within the organization – Improving internal and external communication • Spreading the message -> Community buy-in – EGI Technical and Community Forums (Bi-annual conferences) – EGI Articles with ITSM/Fed. SM/Fit. SM references EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 26 www. egi. eu

Future Work • Implement all 7 Phase 1 processes and documentation • Assess Phase

Future Work • Implement all 7 Phase 1 processes and documentation • Assess Phase 2 requirements and maturity • Expand Service Portfolio to EGI Partnership – End-user services (e. g. Grid/Cloud compute & storage, data mgmt. ) • Finalize restructuring of OLAs and SLAs – Negotiation based on bidding process • Federated Cloud uses Fit. SM concepts – Need to implement processes and procedures • • Pay-for-use using Fit. SM in the design phase Tool development and functionality part of overall roadmap Analyze ITSM maturity requirements for Resource Centers Dedicated training for rest of EGI. eu staff (Sept’ 14) – Other training for wider participation available via the Fed. SM project EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 27 www. egi. eu

Overall experience • ITSM in the academic and research domain requires a culture shift

Overall experience • ITSM in the academic and research domain requires a culture shift – Realization that EGI is a service and participants are service providers – This community requires time, but is happening • Skepticism in 2011 -> Embrace in 2013 -> Implementation 2014 • ITSM is tangible – Allows to ask the right questions – Provides pragmatic approaches to solving issues • EGI is a complex federation - Fed. SM expertise invaluable – Clarity and understanding in what EGI offers and its value – Support in implementation through consultancy and templates • ITSM is and will continue to be fundamental in supporting EGI’s evolution as a sustainable e-Infrastructure for accelerating research in Europe and beyond EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 28 www. egi. eu

Thank you sy. holsinger@egi. eu EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam –

Thank you sy. holsinger@egi. eu EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 29 www. egi. eu