Service Management System Sergio Andreozzi Sy Holsinger Malgorzata

Service Management System Sergio Andreozzi, Sy Holsinger, Malgorzata Krakowian, Matthew Viljoen eosc-hub. eu @EOSC_eu EOSC-hub receives funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No. 777536.

Scope of EOSC-hub SMS Integration: Processes – Procedures – Policies – Tools 1. Identify processes that can and should be loosely coupled 2. Identify processes that requires to be run jointly 3. Identify procedure that require integrated joint activities 9/10/2021 2

Services that will be covered EOSC-hub internal service portfolio: the set of supporting services needed to operate the EOSC-hub Note: These services are internal to the EOSC-hub and support the delivery of its functions; they cannot be ‘ordered’ by users EOSC-hub (external) service portfolio: the set of services that are offered to research communities via the EOSC-hub marketplace 9/10/2021 3

Note Some processes will have to be run centrally by EOSChub Some processes will be delegated for EOSC-hub service portfolio services (external) Some processes run by providers will have to communicate with EOSC-hub SMS processes 9/10/2021 4

SPM Service Portfolio Management • Scope: Internal portfolio • Changes managed via SDTP (Service Design and Transition Package) template • In-depth evaluation on major changes to services • Decisions taken jointly • Scope: External portfolio • Different procedure to request to add/change/remove services (need to comply with principles of engagement) • Joint decision which service should go to the marketplace • Needs to interface with SPM process of service providers 9/10/2021 5

SLM Service Level Management • Scope: SLA, OLA, UA agreements • All agreements should follow common EOSC template • EOSC-hub marketplace • SLA for orders coordinated by EOSC-hub. • SLA review: follow common procedure and organized by EOSC-hub • Information regarding Agreements should be transparent within EOSC-hub • Other marketplace: • SLA for orders coordinated by provider • SLA: review run and organized by provider • OLAs/UAs • Internal portfolio: EOSC-hub is responsible for putting in place OLAs/UAs. • External portfolio: Each EOSC-hub service providers is responsible for putting in place OLAs/UAs. 9/10/2021 6

SRM Service Reporting Management • Scope: SLA reporting • SLA reporting should be light and align to the customer needs • EOSC-hub marketplace • Service reporting managed and organized centrally • Common template and procedure • Other marketplace • Service reporting managed and organized by service provider • Can re-use EOSC-hub templates and procedures 9/10/2021 7

SOCRM Service Orders and Customer Relationship Management • Scope: orders and customer relationship • Centralized shared customer database • EOSC-hub marketplace • Unified approach to manage customer relationship, satisfaction, service reviews and complains • Orders in EOSC-hub marketplace are coordinated by EOSChub. • Other marketplaces • Managed by service provider 9/10/2021 8

SUPPM Supplier Management • Scope: supplier relationship • Internal portfolio • Centralized shared supplier database • Process managed by EOSC-hub • External portfolio • Managed by service provider 9/10/2021 9

SACM Service Availability and Continuity Management • Scope: availability /continuity • Internal portfolio • Monitoring for availability developed, implemented, maintained jointly, according to requirements from SLAs/OLAs • Availability and Continuity plans jointly written, according to requirements from SLAs/OLAs • Process managed by EOSC-hub • External portfolio • Managed by service provider 9/10/2021 10

CAPM Capacity Management • Scope: capacity management • Internal portfolio • Monitoring of capacity • Capacity plans jointly written, according to requirements from SLAs/OLAs • Process managed by EOSC-hub • External portfolio • Managed by service provider 9/10/2021 11

CONFM Configuration Management • Scope: configuration • Internal portfolio • Centralized DB • Process managed by EOSC-hub • External portfolio • Managed by service provider 9/10/2021 12

ISRM Incident & Service Request Management • Scope: Incident & Service Requests (SRs) for both portfolios • A common helpdesk frontend exposed to end users for raising incidents & SRs. • Common triage and escalation procedure • Other helpdesks should be integrated. 9/10/2021 13

PM Problem Management • Scope: Problem management • Internal portfolio • Centralized problem DB • Process managed by EOSC-hub • External portfolio • Managed by service provider 9/10/2021 14

ISM Information Security Management • Scope: Both portfolios • EOSC is responsible for setting up common policies and procedures for ISM • Common template and guidelines shall be followed • Requirement to be part of EOSC-hub 9/10/2021 15

CHM Low Change Management • Scope: Change management • Internal portfolio • Process managed by EOSC-hub • External portfolio • Managed by service provider 9/10/2021 16

RDM Release and Deployment Management Scope: Release and Deployment - Internal portfolio • Process managed by EOSC-hub • External portfolio • Managed by service provider 9/10/2021 17

CSI Continual Service Improvement Continual Improvement applies to both services and service management processes. • Scope: Cover all documentation and processes in scope of the EOSC-hub SMS • Manage the audit programme (2 internal audits) • Managed centrally • Management system of providers is out of scope. 9/10/2021 18

Next steps? • Define initial portfolios entries (EOSC-hub project Do. A) • Define checklist for becoming part of service catalogue 9/10/2021 19