EOSC Service management system

1. EOSC Service management system Introduction to service management and FitSM • Dissemination level: Public • Disclosing Party: WP1 • Recipient Party: PMB

2. IT Service Management… in Research • Shift in expected results • FP7 -> H2020 = Publications -> Services • Focus on Sustainability! • Major cultural shift • Increased customer expectations • Commoditization of digital services • XaaS (Anything as a Service) now commonplace • Skills, experience and knowledge gap • Limited to no formal training in how to professionally plan, deliver, operate and control IT services We are now service providers?

3. Service and value • Service is… • … a means of delivering value to customers … • … by supporting them in achieving their goals • … and can be provided (sold) on its own • What is value from a customer perspective? What is the key purpose of the service? Which additional factors will impact the customers’ service quality / performance perception?

4. Service management system (FitSM-0) Service Management System: Overall management system that controls and supports management of services within an organisation or federation Interconnectedpolicies, processes, procedures, roles, agreements, plans, related resources and other elements needed and usedto effectively manage the delivery of services to customers. • Typical service management processes: • Service portfolio management • Service level management • Incident management • Change management • Capacity management • Information security management • … • Typical tools for service management: • Workflow support tool • (Trouble) ticket tool • Wiki • Excel sheets • Word templates • …

5. SMS: What benefits does it bring? • It puts in place standard processes, procedures and agreements for managing the infrastructure efficiently and effectively. • Repeatability of desired outputs. • It increased clarity on expectations between partners and also customers • Understanding organization (federation) structure and responsibilities. • It made decision-making clearer between organisations and individual teams. • Reduce organization fragmentation and bringing people together. • Customer focus, alignment of IT and their customers • Improved reputation.

6. What is FitSM • Standards family for lightweight IT service management • Suitable for IT service providers of any type and scale • Main design principle: Keep it simple! • All FitSM parts are freely released under Creative Commons licenses • FitSM is operated and managed by ITEMO (non-profit) • Certification provided by ICO-Cert and APMG International www.fitsm.eu The development of FitSM was originally funded by the European Commission through an EC-FP7 project "FedSM“ FitSM_Standard

7. Third way of ITSM ‘Full’ commercial ITSM ISO/IEC 20000 • FitSM Solution • Less unfamiliar • More achievable • More suitable • Path to ‘full’ ITSM • Freely available No/little formal ITSM

8. Challenges in federated IT service provisioning • Traditional IT service management (ITSM) practices … • assume single central control over all service management processes by one organisation acting as the service provider • hardly address collaborative approaches to service delivery. • As a result: • Applying ITSM in federated environments may be more difficult, and not all concepts / ideas will work • Important in a federated environment: • Understanding the roles of the federation members (including the roles or “business models” of the federators involved)

9. Related standards and frameworks ISO 9000 ISO/IEC 27000 ISO/IEC 20000 Legend IT service management standard / framework FitSM ITIL Quality management standard COBIT Information security management standard Software engineeringmaturity model CMMI ISO 15504 adoption of concepts

10. FitSM adoption: Research/Academia Organizations Federations / Projects *Non-exhaustive list

11. Define the rationale and scope for implementing service management and get top management commitment and support Identify/assign roles and responsibilities for planning/implementation Ensure training and awareness Perform an initial organisation maturity assessment Define a service management plan with overall goals and milestones Start defining polices, activities and procedures for each process Re-assess progress through formal reviews or audits (e.g. annually) Implementing FitSM 7-Step Approach

12. Service management system (SMS) Governance level Top management Process owners Policy 1. Abc def ghijk. 2. Abc def ghijk. 3. Abc def ghijk. 4. Abc def ghijk. e.g. Incident handling policy, change policy, security policy Control level Process managers Process teams Inputs Process: Activities and roles e.g. incident management, change management, security management, … Outputs Operational level Departments Functions Persons Proce- dures Person (in a role) e.g. procedures for classifying and prioritizing incidents applies

13. FitSM parts Normative Core Standard FitSM-0 Overview & vocabulary FitSM-1 Requirements FitSM-2 Objectives and activities FitSM-3 Role model Informational Implementation Aids FitSM-4 Selected templates and samples FitSM-5 Selected implementation guides FitSM-6 Maturity and capability assessment scheme

14. FitSM logic

15. Startegic processes

16. Operational processes

17. FitSM process requirements Example

18. Incident & Service Request Management (ISRM) Objective To restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests

19. ISRM: Requirements according to FitSM-1

20. Incident Close Resolve / Restore service Prioritize Escalate Analyze Classify Record ISRM: Workflow (incident management) Yes Escalation required? No