EOSChub WP 4 Kickoff Matthew Viljoen EGI Foundation

EOSC-hub WP 4 Kickoff Matthew Viljoen, EGI Foundation – Operations Team WP 4 Manager/WP 4. 1 Task Leader EOSC-hub Kick-off Meeting, 9 Jan 2018, Amsterdam EOSC-hub receives funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No. 777536.

WP 4 Federated Services Management Overview Ensuring quality of service • ITSM best practices implementation across the federation • Continuous improvement of operations architecture • Coordination of federated operations, defining policies, procedures and overseeing their implementation. • Supporting new SPs joining the federation, ensuring new users can access services in the catalogue and ensuring Qo. S provided to users • Collaborating with other initiatives (e. g. GEANT) exchanging best practices, knowledge & involving in operations processes 9 Jan 2018, Amsterdam 2

WP 4 Federated Services Management Overview (Matthew Viljoen, EGI. eu) • Task 4. 1 Operations Coordination & Supplier Relationship Management, SUPPM (Matthew Viljoen, EGI. eu) • Task 4. 2 Order & Customer Relationship Management, CRM (Giovanni Morelli, CINECA) • Task 4. 3 Service Availability and Continuity Management, SACM and Capacity Management, CAPM (Alessandro Paolini, EGI. eu) • Task 4. 4 Information Security Management, ISM (David Kelsey, STFC) • Task 4. 5 Incident and Service Request Management, ISRM and Problem Management, PM (David Vicente, BSC) • Task 4. 6 Configuration Management, CONFM, Change Management, CHM and Release and Deployment Management, RDM (João Pina, LIP) 9 Jan 2018, Amsterdam 3

Finance and logistics Resource allocation http: //go. egi. eu/eosc-hub-budget WP 4 Contacts https: //docs. google. com/spreadsheets/d/1 s. BNIV 8 s Tfh. R 6 N 1 y. Dyab. XEpvuk. L 7 Aqiyv. Z 392 tfvt 8 WA/edit#gi d=0 9 Jan 2018, Amsterdam 4

Task 4. 1 Operations Coordination & SUPPM (Matthew Viljoen, EGI. eu) Interfaces: WP 1, 10, 5, 6, 7, 13 Operations Coordination • To ensure the provision of services within the catalogue. Harmonizing operational activities & ensuring interfaces between Service Providers (SPs) and the federation are in place and effective. Maintain policies and procedures to ensure quality of service, and validated by members of the Operational Advisory Board (OAB) Proposal • Analyse current operations policies, procedures and operations management structures across EGI/EUDAT/GEANT, and propose an alignment of them to the OAB. Manage the risks of potential disruption to existing operational processes and propose mitigations of the risks accordingly. Proposed Milestones Mar 2018 - current analysis and recommendations for operations coordination • Dec 2018 - status of alignment of operational coordination activities 9 Jan 2018, Amsterdam 5 across all EOSC-hub e. Infrastructures •

Task 4. 1 Operations Coordination & SUPPM (Matthew Viljoen, EGI. eu) Interfaces: WP? Suppliers Relationship Management • • Main contact point with external SPs. Linking EOSC-hub with existing e-Infrastructures. Contribute to user engagement through service provisioning & publish services (local, national, international) to the project Service Catalogue Proposal • • Analyse current SUPPM policies and procedures across EGI/EUDAT/GEANT to assess current status of meeting Fit. SM SUPPM process requirements. Formulate initial recommendations to OMB of meeting requirements This work should also consider how to deal with duplicate processes and harmonize them where appropriate. It should be consider the impact of changes and risks of degrading current processes as a result. In some cases, the same suppliers may deliver services to multiple stakeholders - this needs to be considered, as well as establishing common processes for introducing new suppliers to EOSC-hub. Proposed Milestones • May 2018 - current analysis and recommendations for SUPPM 9 Jan 2018, Amsterdam 6

Task 4. 2 Order & CRM (Giovanni Morelli, CINECA) Order and Customer Relationship Management • Managing orders to the federation from customers and user communities, using a consistent front office platform. Standard orders can be processed by existing SLAs, complex ones by targeted SPs. Communication to be tracked by tickets and ongoing communication with customers will be maintained and customer satisfaction gauged. 9 Jan 2018, Amsterdam 7

Task 4. 3 SACM & CAPM (Alessandro Paolini, EGI. eu) Service Availability and Continuity Management and Capacity Management • Processes for monitoring service status and performance (availability and reliability) and capacity usage, as provided by SPs. Identifying any under-performance and following up, according to defined procedures. 9 Jan 2018, Amsterdam 8

Task 4. 4 ISM (David Kelsey, STFC) Information Security Management • Develop, maintaining of policies/procedures across the federation to ensure consistent and coordinated security operations of services, covering: – operational, incident response policies – responsibilities – traceability, legal aspects and personal data protection • Coordination of an incident response task force (IRTF) • Provision of expertise in forensics and large scale incident coordination within the federated environment • Build trust & foster interoperability with external actors (other e-Infrastructures, RIs, international security groups) 9 Jan 2018, Amsterdam 9

Task 4. 5 ISRM and PM (David Vicente, BSC) Incident Service Request Management and Problem Management • Providing support via a consistent interface to track/respond to incident reports and service requests. • Process including 1 st and 2 nd level support ensuring correct assigning, follow-up and closure. 9 Jan 2018, Amsterdam 10

Task 4. 6 CONFM, CHM and RDM (João Pina, LIP) Configuration Management • Ensuring configuration of service components are effectively recorded and maintained in a configuration database Change Management • Handling of requests to change services in the catalogue, which are tracked in a ticketing system and evaluated by a Change Advisory Board with representatives of relevant stakeholders Release and Deployment Management • Coordination of the deployment of updates and transition of new services into production. Maintaining of an acceptance criteria and validation in production via a Staged Rollout under controlled conditions. Plans for release and deployment to be communicated to stakeholders. 9 Jan 2018, Amsterdam 11

WP 4 Results and outputs Deliverable Title Month D 4. 1 Operational requirements for the services in the catalogue M 6 D 4. 2 Operational Infrastructure Roadmap M 12 D 4. 3 Procedures and policies for the production infrastructure M 18 D 4. 4 Usage statistics of the production services and capacity plan M 24 D 4. 5 Usage statistics of the production services M 36 9 Jan 2018, Amsterdam 12

matthew. viljoen@egi. eu Thanks! Questions? EOSC-hub Kick-off Meeting, 9 Jan 2018, Amsterdam EOSC-hub receives funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No. 777536.