Service Management in Brazilian NREN Terena Network Conference

Service Management in Brazilian NREN Terena Network Conference 2012 (TNC 2012) Reykjavik - Iceland 23/05/2012 Antônio Carlos Fernandes Nunes Leandro Marcos de Oliveira Guimarães Rede Nacional de Ensino e Pesquisa - RNP

Agenda • • Brief information about RNP Infrastructure Service Management in RNP Conclusion

RNP organization • Founded in 1989 by an initiative of Ministry of Science & Technology with the purpose to create a National Academic Internet Infrastructure; • Not-profit Civil organization qualified as Social Organization by Brazilian Government in 2002; • Association with universities, research centres, federal agencies and technology companies; • Plans and operates of Educational network (Ipê Network) what includes work together with local governments to create optical networks with and for our customers; • Develops advanced network services on behalf of Education, Research, Culture and Health; • Provides support for national and international collaborations for specific user communities; • Provides testbed facilities for R&D in networking and distributed applications; • Provides training in ICT through an extensive portfolio of courses. 3

Interministerial Program – More than 800 connected Institutions (Universities, research centres, technical schools, museums, libraries and government agencies) and more than 3. 5 millions users*. – Political Governance: Political Board RNP • MEC - Ministry of Education; • MCTI – Ministry of Science, Technology and Innovation; • Min. C – Ministry of Culture; • MS – Ministry of Health. – Administrative Governance : Administrative Board RNP • MEC, MCT, SBC**, LARC***, Po. P, affiliates, users * Estimative ** Brazilian Computer Society *** Network Architecture Lab 4

Agenda • • Brief information about RNP Infrastructure Service Management in RNP Conclusion

RNP infrastructure • Agreement with local telco Oi, brokered by regulatory agency; • 3 and 10 Gbps reaching 24 of 27 capitals, including the nation’s capital; • Hybrid architecture, supporting routed IP and end-to-end circuit traffic; • Optical metropolitan networks to provide adequate access to the multigigabit backbone: • Usually built and owned by RNP; • Use 1 or 10 GE transport and permit interconnection of the campi of the participating institutions, and access to RNP’s backbone (Rede. Ipê). 6

Agenda • • Brief information about RNP Infrastructure Service Management in RNP Conclusion

Service Management Directory • Created and structured in 2009/2010 on the context of RNP’s Organizational Change Program (PMOrg-RNP); • Strategic develops and manager the service portfolio and lifecycle, providing the client’s needs, aggregating value to them, aligning to new technological tendencies and innovations; • The services offered by RNP to their user organizations are the result of innovation and prospecting processes, analysis of scenarios and tendencies activities with partners such as academy, the business sector and main worldwide academic networks; • The main benefits of RNP’s services are to facilitate and to promote communication, distance collaboration and knowledge dissemination; • Information about the services offered by RNP to their user organizations and special customers and strategic communities are consolidated in the Service Catalog. 8

Service Management Directory – where? 9

Service Management Directory - structure Service Management Director Service Project Manager Service Manager Business Support ICT Specialists and Analysts Trainees 10

Service Catalog - classification • Communication and collaboration; • Digital content delivery; • Identity management; • Strategic hosting; • Academic network support. 11

Service Catalog - services • Communication and collaboration: – – • fone@RNP (Vo. IP); Telepresence; Videoconference; Web Conference. Digital content delivery: – – Internet TV Broadcast; On demand video; Video Streaming; Videoaula@RNP (Videoclasses). • Identity management: – eduroam (*); – Federation CAFe; – ICPEdu (PKI Service). • Strategic hosting: – Internet Data Center. • Academic network support: – Federal Internet Exchange (FIX/PTTMetro de Brasília). (*) In 2012 the RNP is modeling and structuring to offer the eduroam service, integrating Latin America with Europe, in the first step. 12

Service Catalog 13

Service Catalog - integrated with others initiatives in the world 14

Service Lifecycle Management • Model based on service management good practices (ITIL®V 3); • Adapted to the RNP’s needs. ® IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office 15

Service Lifecycle Management development process ITIL Books ITIL Service Strategy ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement ITIL Service Design 16

Service Management Continual Service Improvement Service Operation Service Lifecycle Management development process 17

Service Management Service Lifecycle Management development process 3 2 o r p ! ! s e s s e c 18

Service Operation Service Management Service Lifecycle Management development process s e c o r p ! ! o s r e c s a s e M c 2 pro 23 t u b l l i st 19

Service Operation Service Management Service Lifecycle Management development process Capacity Management Service Level Management d n a ses s. Portfolio e c o r Management p o r c a ! 2 M ! s e s s e c o r p 7 Monitoring and Change Management Customer Service Management 20

Subprocess: Process: Service Management Tendency Management Demand Management Portfolio Management Prospecting Demand technique analysis Modeling Consolidation and dissemination Information consolidation and demand feasibility analisys Update and dissemination Availability Management Plans generation and revision Service level Management Service level formalization Service measuring 21

Service Catalog inputs Working groups Availability and Service level Mgt Customers Portfolio Mgt Partners Tendency Analysis Service Catalog Government Demand Analysis Inputs Service Lifecycle Services 22

Tendency Management Partners Academy NRENs Customers Tendency Management Others 23

Working groups cycle Prototype (year 1) Approved Prototypes 24

Working groups cycle Pilot (year 2) Approved Pilots 25

Working groups cycle Experimental Service (year 3) Demand Experimental Service (year 3) Service Level Approved Experimental Services Service Modeling Portfolio Continuity 26

Service Portfolio Management Prospecting and tendency analysis (technology-push) Experimental Service New Services modeling , structuring and implantation/ Services improvement, increase Service Catalog Demands and needs analysis (demand-pull) 27

Subprocess: Process: Service Operation and Customer Service Change Management Monitoring and Customer Service Management Registry, planning and authorization Customer service Communication and execution Service monitoring Conclusion Problem analysis and resolution 28

Change Management Registry, Planning and authorization Communication and execution Conclusion 29

Monitoring and Customer Service A relevância do suporte técnico local das instituições clientes Management Local responsible 1º level (Service. Desk) 2º level IT Team and Partners

Agenda • • Brief information about RNP Infrastructure Service Management in RNP Conclusion

Conclusion This presentation introduced the current stage of the structuring and implementation of the Service Management model in the Brazilian academic network. This model suggests how other networks may also benefit in the processes of services structuring offered for their institutions. The full implementation is expected to be completed by the end of 2013. Full article: <https: //tnc 2012. terena. org/core/presentation/18> 32

More informations • About RNP: – http: //www. rnp. br • About RNP Services – http: //www. rnp. br/servicos @servicos_rnp

Informations in English (folder) 34

QUESTIONS? THANK YOU! Antônio Carlos Fernandes Nunes Service Management Director - RNP antonio@rnp. br Leandro Marcos de Oliveira Guimarães Service Manager - RNP leandro. guimaraes@rnp. br http: //www. rnp. br 35