EGIIn SPIRE Federated Service Management Sy Holsinger Senior

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 • • • Motivation Overview of IT Service Management Implementation Successes and 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 Research project: From prototype to production 2007 -2009 EGI Design Study Sustainability Model 2010 -2014 EGI-In. SPIRE Transition from production towards a sustainable infrastructure Professional Service Provision EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 3 www. egi. eu

Motivation • IT services – Part of the day-to-day research process – User expectations are increasing on service levels – Similar to phone and Internet • EGI – Large federation of service providers for large-scale data processing – Independent organisations with their own services and management practices – Service management for federated services often tied to the project structure • Benefits for common approach to federated service management – Increase professional service delivery through best practices to: • Offer better predictability for how services are managed and delivered • Enhance user experience with a customer-oriented approach • Improve service provision maturity across the federation – Provide a framework for thinking about value, customer, service EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 4 www. egi. eu

Organisation and Relationships Open ICT Ecosystem EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 5 www. egi. eu

Service-Oriented Approach: Roles and Agreements Supporting the service Suppliers OLAs Service Portfolio Federation Members contributing to the service provision Service SLAs Service Catalogue EGI-In. SPIRE RI-261323 Website • • • Customers Plan performance, capacity, availability Monitor and report Manage incidents and problems Manage configuration, changes and requests … EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 6 www. egi. eu

ITSM: Key Facts IT Service Management (ITSM) is the implementation and management of quality IT services that: 1. Requires the provider to understand the value delivered 2. Aligns IT service operations to customers' needs 3. Provides a process approach in delivering and supporting IT services 4. Supports a consistent terminology to avoid bad communication and lack of understanding EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 7 www. egi. eu

ITSM: Key Facts Resulting questions 1. Who is my 'customer’? 2. What is my understanding of service? (And does this fit to the customer's? ) 3. What are the processes I need to handle to deliver the service? 4. Which approach is most suitable for me? EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 8 www. egi. eu

ITSM: Standards and frameworks Federation Challenges ISO/IEC 27000 ISO 9000 ISO/IEC 20000 Legend ITIL® Quality Management standard IT Management Framework • • EGI-In. SPIRE RI-261323 Hardly address collaborations Topic specific or massive content Traditional ITSM in federated environments more difficult and not all concepts / ideas work • Need ITSM tailored to needs of federated IT infrastructures COBIT Software engineering maturity model adaption of concepts Assumes single central control CMMI EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 o Lightweight set of requirements o No requirements based on unrealistic assumptions o Concrete implementation guidance 9 www. egi. eu

Approach • Standard family – – – Based on ISO 2000, compatible with ITIL but much lighter “Keep it simple” approach, target achievable level of maturity ‘Lifecycle’ approach, requirements to roles, assessments etc. Free, provides range of guides samples and templates Supports federated scenarios • Being deployed in grids, assessed in other communities – Helix Nebula, EC JRC, other FP 7 project and research orgs • Training and Certification – Foundation, Advanced, Expert levels – Backed by internationally recognized authority TUV SUD • Supported by Fed. SM project: www. fedsm. eu/fitsm EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 10 www. egi. eu

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) 11 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 11 www. egi. eu

Terminology Support & Guidance. Requirements Fit. SM parts Fit. SM-0 Overview & vocabulary 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 12 www. egi. eu

Fit. SM Key Processes 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 availability & continuity management (SACM) 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 13 www. egi. eu

Fit. SM Processes Across Service Lifecycle Suppliers Supporting the service SRM SPM OLAs SLM SLAs Service Portfolio Service SLAs SLM Service Catalogue EGI-In. SPIRE RI-261323 Federation Members contributing to the service provision Customers CRM Cap. M • • • CSI SACM Plan performance, capacity, availability CRM Monitor and report ISRM PM Manage incidents and problems Manage configuration, changes and releases … Ch. M RDM EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 14 www. egi. eu

Initial Implementation (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 and supported by EGI. eu Participants (NGIs/EIROs) 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 15 www. egi. eu

Initial Implementation (2 of 2) Global Tasks (EGI-In. SPIRE) • 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 EGI Service Portfolio • Project and Programme Management • Operations Coordination • Technology Coordination • Security Coordination • Specialized Consultancy • Strategy and Policy Supp. • Policy Development • Technical Consult & Supp. • Helpdesk Support • Marketing • Outreach • Training Marketplace • Applications Database • Repo of Valid. Software • Federated Operations EGI Solutions Portfolio • Federated Cloud • High-Throughput Data Analysis • Federated Operations • Community Driven Innovation and Support Tools • Coordination of Reuirement Gathering • Coordination of Documentation EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 16 www. egi. eu

ITSM Maturity Assessment 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 for Federated Operations EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 17 www. egi. eu

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 18 18 www. egi. eu

Major Changes (1 of 2) • Services defined and agreement types understood • PY 3 Resource Centers RC OLA – SLAs only with 2 Technology Providers (EMI, IGE) – OLAs only with Resource Providers/Centers • EGI. eu OLA contained hybrid content being used basically as an SLA Resource Infrastructure Providers EGI. eu SLA RP OLA EGI Infrastructure Users • PY 4 SLA – Revised Agreement Framework (MS 429) – Resource Allocation Framework • Simplifying agreements between customers and Resource Providers/Centers • Processes added through e-GRANT Product Teams SLA EGI. eu OLA EGI. eu Core service providers EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 19 www. egi. eu

Major Changes (2 of 2) • Complete refactoring – Agreements now understood between defined roles – Standardized content (templates) – Harmonization between OLAs and SLAs • e. g. cannot guarantee 5 -day user response if internal supplier gives 7 – Clarification of responsibilities • e. g. classification and levels of support; service targets and reporting • New agreements in place – SLAs agreed with Product Teams after end of EMI & IGE (x 25) – OLAs between EGI. eu and all outsourced service components • Main Result – Clarification of the expectations between the parties of the agreements • e. g. understanding response times; communication channels • Service Level Management to link with Customer Relationship Management EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 20 www. egi. eu

Successes (1 of 3) • EGI Service Portfolio – Major result after more than a year of off and on discussion (June’ 13) – Expanded EGI. eu Service Portfolio to EGI Partnership • Defining end-user services (e. g. Grid Compute/Storage; Cloud Compute/Storage, Data Mgmt. , . . . ) • EGI Solutions Portfolio – 4 defined solutions describing value and targeted customers – Result from service portfolio -> powerful marketing tool • Customers have better understanding of what is delivered • ITSM Maturity Assessment – Many processes and procedures tied to: • Activities and not overall service • Project structure – Allowed to focus in on key areas, not a complete overhaul EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 21 www. egi. eu

Successes (2 of 3) • EGI ITSM wikipage – Hosts all relevant info – Top-level management policy • Approved by the EGI. eu Director and Operations Management Board • Supported by EGI Council – Defined process owners – Started process definitions • e. g. add a service (SPM) – What to do, who to involve, approval, advancement (links to SLM) • Fit. SM Training and Certification – 6 EGI. eu staff certified from strategy, ops & tech (1 Certified Trainer) – ~40 total from EGI community (including dedicated trainings held at CSC & PLGrid) • NGI Service Portfolio Definition – e. g. France Grilles, PLGrid, FGI EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 22 www. egi. eu

Successes (2 of 3) • Collaboration – Helix Nebula Marketplace • HNX adopting Fit. SM resulting in management interoperability in addition to technical interoperability • Integration of ITSM related terms – Changing the language used within the organization – Improving internal and external communication – Adding to EGI Glossary and Documentation • Spreading the message -> Community buy-in – EGI Technical and Community Forums (Bi-annual conferences) – EGI Articles with ITSM/Fed. SM/Fit. SM references – Internal ITSM meetings held • EGI. eu staff (communications; operations, technical outreach) • Fed. SM consultants and EGI Federated Cloud Task Force EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 23 www. egi. eu

Future Work • Build on the defined services and agreement framework – Continue to define processes beyond strategic processes (e. g. SPM, SLM) • e. g. Customer Relationship; Service Reporting; Incident and Service Request • Ongoing agreements – Restructuring of RP and RC OLAs according to Fit. SM – Finalizing EGI. eu SLA for Resource Providers – Refactoring EGI. eu SLA with Product Teams according to Fit. SM – Tailoring Service Reporting according to Fit. SM • Applying ITSM in ongoing activities – Federated Cloud, Resource Allocation (e-GRANT), Pay-for-Use • • • Tool development and functionality part of overall roadmap • Audit of EGI ITSM processes by Fed. SM Consultants (Nov’ 14) Understand how to assess ITSM maturity requirements for Resource Providers Dedicated training for rest of EGI. eu staff (Oct’ 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 24 www. egi. eu

Conclusions • 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 – …enhancing user experience EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 25 www. egi. eu

Links and Reference • D 2. 25 - Strategy and Business Plan: https: //documents. egi. eu/document/2158 • D 1. 15 - Annual Report on Quality Status: https: //documents. egi. eu/document/2247 • Fed. SM Project: www. fedsm. eu • Fit. SM Standard: www. fitsm. eu • Service Portfolio: http: //www. egi. eu/services • Solutions Portfolio: http: //www. egi. eu/solutions • MS 249 - SLA and OLA Framework: https: //documents. egi. eu/document/2239 • EGI ITSM wikipage: https: //wiki. egi. eu/wiki/EGI_ITSM EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 26 www. egi. eu

Members of the EGI-In. SPIRE collaboration thank the EC for supporting EGI-In. SPIRE RI-261323 EGI-In. SPIRE EC Review Amsterdam – 2 July 2014 27 www. egi. eu