Service Level Management vision in ITSM crafted to

Service Level Management vision in ITSM crafted to EGI Małgorzata Krakowian EGI. eu Senior Operations Officer www. egi. eu This work by EGI. eu is licensed under a Creative Commons Attribution 4. 0 International License.

IT Service Management Activities performed by an IT service provider to • Plan • Deliver • Operate • Control IT services offered to customers. (source: Fit. SM Part 0: Overview and vocabulary) Source: http: //en. wikipedia. org/wiki/IT_service_management 6/3/2021 2

EGI ITSM • Large federation of service providers for large-scale data processing • Independent organisations with their own services and management practices Benefits of ITSM approach for EGI • 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 6/3/2021 3

EGI Service Orientation Individual Researchers Research communities Research Infrastructures Researcher-facing Services coordinated by NGIs/EIROs/RC Industry EGI portfolio EGI. eu portfolio NGI 1 EGI. eu Services coordinated by EGI. eu And delivered in collaboration with NGIs/EIROs EIRO 1 NGI 2 The EGI Federation 6/3/2021 4

Service Level Management Process: • negotiates, agrees and documents appropriate IT service targets with representatives of the business • monitors and produces reports on the service provider’s ability to deliver the agreed level of service (IT Infrastructure Library® (ITIL)) 6/3/2021 5

Service Level Management Goal: • • • Define, document, agree, monitor, measure, report and review the level of IT services provided Provide and improve the relationship and communication with the business and customers Ensure that specific and measurable targets are developed for all IT services Monitor and improve customer satisfaction with the quality of service delivered Ensure that IT and the customers have a clear expectation of the level of service to be delivered Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so. (IT Infrastructure Library® (ITIL)) 6/3/2021 6

SLM EGI Phase 1 6/3/2021 7

SLM EGI Phase 2 6/3/2021 8

SLM EGI Phase 3 6/3/2021 9

Agreement Framework OLA: Operational Level Agreement SLA: Service Level Agreement UA: Underpinning Agreement between EGI. eu RC/RP: Resource Centers/Providers TP: Technology Providers VO: Virtual Organisations 6/3/2021 10

…free and lightweight standards family (produced by the Fed. SM project) aimed at facilitating service management in IT service provision, including federated scenarios. The main goals of Fit. SM are: • Create a clear, pragmatic, lightweight and achievable standard that allows for effective IT service management (ITSM). • Offer a version of ITSM that can cope with federated environments, which often lack the hierarchy and level of control seen in other situations. • Provide a baseline level of ITSM than can act to support ‘management interoperability’ in federated environments where disparate or competing organisations must cooperate to manage services. 6/3/2021 11

Why Fit. SM? 6/3/2021 12

Agreement Framework OLA: Operational Level Agreement SLA: Service Level Agreement UA: Underpinning Agreement between EGI. eu RC/RP: Resource Centers/Providers TP: Technology Providers VO: Virtual Organisations 6/3/2021 13

Today session 1. Community perspective: – Guaranties needed for contemporary e-science 2. NGI perspective: – Guaranties for computing in PLGrid 3. EGI implementation: – SLAs and Pay-for-use in e-GRANT 4. Future: – Beyond current Implementation: e-GRANT 5. Discussion 6/3/2021 14

Thank you for your attention. Questions? www. egi. eu This work by EGI. eu is licensed under a Creative Commons Attribution 4. 0 International License.