WP 16 Service Management and Service Desk

1. WP 16Service Management and Service Desk Simon J. Keogh WP16 Leader

2. ReminderPartnership – main roles WP 16.1 Service Management and Web Portal (coordination) Met Office 16.3 Service Management Operations 16.2 Service Management Design and Transition to Operations 16.4 Web Portal, including INSPIRE compliant visualisation Sub-system Met Office +TACs/ MFCs Met Office +All MetO TechWorks UREAD CLS HRW Please note that this work package needs the involvement of all partners in some capacity and not only those partners who are explicitly listed in the DoW.

3. WP16 Partners

4. Reminder - Objectives forWP 16.2 • Main objective is • To develop IT service management processes for MyOcean => Request Fulfilment, Access Management and Incident Management • Main issues • Moving from a “DU” to a “PC” service organisation • Bringing Stream 1 PC SIOPMs up to the standard required • Getting ready for the V1 Stream 1 release • Improving Incident Management Process • Improving the Access Management Process • Improving Information Security Management

5. WP 16.2 : main achievements • Main achievements are • Developed Request Fulfillment, Access Management and Incident Management Processes for the V1 phase. • Production of Operations Process Manual (OPM) for V1 • Production of V1 Stream 1 SIOPMs by Production Centres to describe their local processes during V1 following Ifremer example • Production of Service Management Plan • Operating the Service Management Process Working Group (SMPWG) • Award for Clare Hubbard (itSMF “Service Manager of the Year”) • Main difficulties • Developing and operating a service at the same time – resource pressure • Remaining activities/objectives • Complete PC Acceptance for V1 stream 2 and also V2 service • Formalise Continual Service Improvement process • Formalise Catalogue Management Process

6. Reminder - Objectives forWP 16.3 • Objectives, difficulties, … • Operating a service desk • To grant service access to users, apply data license and deal with user feedback • To perform Request Fulfilment, Access Management and Incident Management • To produce Service Monitoring Reports from V1 • Steps, V1, risks, issues, … • V0, service desk set up by T+3 • Add value to service by performing Service Monitoring at V1. This is done manually in the case that it cannot be done automatically

7. WP 16.3 : main achievements • Main achievements are • Service Desk set up by T+3 with trained staff and customised tools. It has been operating successfully since then. • Good user feedback on experience of the service desk. • Good interaction between central service desk and contacts in Production Centres. • 287 SLAs handled by the Service Desk since March 2009! • Main difficulties • Managing user expectations – some clearly thought V0 was the start of the V1 service • Running the service and developing the service at the same time • Remaining tasks • Use of MIS tools for service monitoring and reporting when automated systems are delivered

8. WP16.3 V1 Service Desk Model • Service Desk Support Group (SDSG) is the internal and external face of the MyOcean service desk • SDSG has a deep understanding of how MyOcean works USERS Service Desk Ops Centre V1 User Database Remedy Database Service Desk Support Group Account Managers LDAP Database MIS Desk MyOcean TACs, MFCs, Web Portal desks

9. WP16.3 User Information Security • User private details cannot be distributed by email within MyOcean • Access to Alfresco secure repository only available on return of Non-Disclosure agreement Alfresco Secure Repository Service Desk Ops Centre Remedy Database V1 User Database Master Copy of V1 User Database Service Desk Support Group MyOcean Partners MyOcean TACs, MFCs, Web Portal desks

10. WP16.3 Service Statistics • By end March 2011, 287 Service Level Agreements had been signed by users • Users come from 44 countries around the world • More than half of users are from Universities, Education, Research • The rest are a mixture of National Met/Ocean services and commercial companies

11. WP16.3 Number of requests • Number of requests has increased after V1 • Resolution time for requests has decreased slightly after V1

12. WP16.3 Requests for Observation Products • >400 Ocean Colour products requested for but there are many, many Ocean Colour products on offer

13. WP16.3 Requests for Forecast and Analysis products • Number of requests for Forecast/Analysis products

14. WP16 – User Satisfaction with Service Support • Service Desk ran a user satisfaction survey on behalf of WP2.2 for the V1 Stream 1 transition • ~20% of users responded to this survey. This is comparable to the fraction of users who responded to the transition preparation survey in November 2010

15. Satisfaction questions • Users were asked questions about various aspects of the MyOcean service. • Satisfaction was ranked using a “Star” rating system * Very unsatisfied ** Unsatisfied *** Satisfied **** Very satisfied • This rating system forces the user to be decisive about their satisfaction • Scores and statistics were compiled by a survey tool

16. Survey Results – Service Support This is a great result for Central Service Desk and all local Service Desks!!!

17. WP16.4 WDAP and Visualisation • Original aims • Provide a front end for key user functions supported by MIS: discover products, view products, download products • Provide a user interface to the Service Desk: general inquiries, request product, report fault, feedback • Provide a service performance monitoring dashboard for MyOcean • Implement an INSPIRE compliant visualisation system. • Situation now • Due to problems with exhaustion of partner budget, WP16.4 is now closed • This work moved to WP2 from July 2010 • A summary of progress to July is presented on the following slides

18. WP 16.4 : Main achievements • UREAD have incorporated ncWMS into THREDDS software, managed by UNIDATA • THREDDS or ncWMS is now running at almost all MyOcean Dissemination Units • For V1.n Visualisation will only support gridded data operationally • But UREAD have an R&D project to help support in situ data; for V2 • Ifremer are working with CLS in order to specify the adaptation necessary to allow viewing of in situ products

19. WP 16.4 : Viewing example for CNR • The essential infrastructure to enable viewing exists now for gridded data.

20. WP16 FutureChallenges • Technical Challenges • To implement Continual Service Improvement in an effective way • To refine Catalogue Management • To interface the Service Desk to monitoring tools that will be provided by WP2 • Operational Challenges • For WP16 to maintain “Business as usual”, supporting V1 Stream 2 and V2 releases effectively • To transition the Central Service Desk from Met Office to Mercator-Ocean in January 2012 • Ultimate Challenges • To keep users happy • Main Risks • Trying to do too much and not doing any of it well enough

21. Calendar • Past : • June 2009 : Initial Service Desk Operations begins. Users all directed to service desk to access services. • February 2010 : Service Management Workshop • May 2010 : Begin work on V1 SIOPM template and finish V1 OPM • June 2010 : Service PDR • November 2010 : Survey users about transition • December 2010 : V1 Access Granted to users • March 2011 : User satisfaction survey • Future : • June 2011 Support V1 Stream 2 • June 2011 WP16 leadership handover to Clare Hubbard • December 2011 Support V2 • January 2012 Transition service desk from MetO to Mercator-Ocean

22. 1st reporting period : Budget ~ 2 mn • Figures will be provided by PMO as soon as your partners have finished reporting and will be added to your presentation. • Be ready to give short explanations on main deviances during your presentation... • We are talking about estimated budget (best estimates) !

23. Thank you for listening And thank you to WP16 partners for all your efforts during this challenging year! Questions?