Sergio Andreozzi, Sy Holsinger, Malgorzata Krakowian, Matthew Viljoen Levels of Integration Sergio Andreozzi, Sy Holsinger, Malgorzata Krakowian, Matthew Viljoen

What we want to achieve Understand what integration means for EOSC-hub Integrated Management System (IMS) Processes and Services – Define levels of integration Associate a target* level of integration for each process * by the end of the EOSC-hub project a blueprint that will work for any EOSC-hub SP – existing key e-INfrastructure, research infrastructure or other service provider 5/25/2019

Integration levels High Process is fully implemented at EOSC level (EOSC-hub IMS) High Process is run by EOSC-hub service providers but is following EOSC guidelines and definition Medium Process is implemented and run by EOSC-hub service providers separately - EOSC will validate that process is there and running as should Low Scope of this is all inclusive: not only existing key eosc service provider but also research eosc service provider and thematic services to achieve the goals in the EC’s EOSC Implementation Roadmap High – process is run centrally and coordinated by EOSC-hub project Medium – EOSC-hub says how the process should be executed, but it’s executed by the eosc service provider Low – eosc service provider should have processes in place following FitSM, but it’s up to them how they implement it 5/25/2019

Services that will be covered Internal portfolio (core services) e.g. EOSC-hub helpdesk, marketplace etc. These services may not be ‘ordered’ by users – they are used for supporting the implementation of other service External portfolio (external services) - Other services run by EOSC-hub service providers (e.g. B2SAFE, EGI AppDB VMops Dashboard internal – support delivery & coordination external – consumed by external customers/users Note also that critical components are those which enable services in the catalogue, enhancing additional functionality 5/25/2019

On-going work to understand how to handle the service catalogue High SPM Service Portfolio Management Scope: Internal portfolio (core services) Changes managed via SDTP (Service Design and Transition Package) template In-depth evaluation on major changes to services Scope: External portfolio (external services) 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 On-going work to understand how to handle the service catalogue 5/25/2019

SLM Scope: All agreements Medium Service Level Management Scope: All agreements All agreements should follow common EOSC template Agreements negotiated by EOSC-hub service providers when request comes through other source than EOSC marketplace. SLA for orders which come throw EOSC marketplace should be coordinated by EOSC. Each EOSC-hub service providers is responsible for putting in place OLAs/UAs SLA review: follow common procedure Information regarding Agreements should be transparent within EOSC 5/25/2019

SRM Scope: Service reporting for all services Low High Service Reporting Management Scope: Service reporting for all services Service reporting should follow common template and guidelines Service reports for SLAs not related to EOSC marketplace are produced and distributed by EOSC-hub service providers. Service reports for SLAs related to EOSC marketplace are produced at EOSC level 5/25/2019

SOCRM Scope: All service orders and Customers relationship High Service Orders and Customer Relationship Management Scope: All service orders and Customers relationship Centralized customer database Unified approach to manage customer relationship, satisfaction, service reviews and complains Orders in EOSC marketplace are managed by EOSC. Orders not in EOSC marketplace are managed by EOSC-hub service provider 5/25/2019

SUPPM Scope: For critical components Medium Supplier Management Scope: For critical components Each EOSC-hub service provider is responsible for managing relationship with suppliers for at least critical components. Common template and guidelines shall be followed Information shall be transparent within EOSC 5/25/2019

SACM Scope: For critical components Scope: For core services Low High SACM Service Availability and Continuity Management Scope: For critical components SACM is defined by each EOSC-hub service provider Information shall be transparent within EOSC Scope: For core services 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 5/25/2019

CAPM Scope: For critical components Scope: For core services Low High CAPM Capacity Management Scope: For critical components CAPM plans defined by each EOSC-hub service provider Information shall be transparent within EOSC Scope: For core services CAPM plans are defined, monitored and reviewed jointly, according to requirements from stakeholders 5/25/2019

CONFM Scope: For external services Scope: For core services Low High Configuration Management Scope: For external services CMDB defined and maintained by each EOSC-hub service provider. Changes to configuration items (CIs) in the CMDB will be linked from CHM. Scope: For core services CMDB jointly defined and maintained. Changes to CIs linked from the joint CHM. 5/25/2019

ISRM Scope: Incident & Service Requests (SRs) for ALL services Medium High High ISRM Incident & Service Request Management Scope: Incident & Service Requests (SRs) for ALL services A common helpdesk frontend exposed to end users for raising incidents & SRs. Depending on which EOSC-hub service provider runs the service, the incidents/SRs will be directed and dealt with accordingly. Additional end points for raising Incidents & SRs may exist for EOSC-hub service provider, but there should be no duplication with Incidents/SRs raised by the common front end. Common triage and escalation procedure 5/25/2019

PM Scope: Problem management for external services Low High Problem Management Scope: Problem management for external services Problems should be recorded (along with known errors and their workarounds) for each EOSC-hub service provider Scope: Problem management for core services Same as above, contributed by contributing EOSC-hub service provider, for each joint services 5/25/2019

ISM Scope: All services High Information Security Management Scope: All services EOSC is responsible for setting up common policies and procedures for ISM Common template and guidelines shall be followed Information shall be transparent within EOSC 5/25/2019

CHM Scope: Change management for external services Low High Change Management Scope: Change management for external services CHM policy, process developed and maintained by each EOSC-hub service provider. Separate CABs (Change Approval Boards). Scope: Change management for core services CMDB jointly defined and maintained. Common CAB. Ideally there should be harmonized process of risk assessments for changes across all CHM processes 5/25/2019

RDM Scope: Release and Deployment management for external services Low High Release and Deployment Management Scope: Release and Deployment management for external services RDM policy, process developed and maintained by each EOSC-hub service provider. Scope: Release and Deployment management for core services RDM policy, process jointly developed and maintained by each EOSC-hub service provider contributing to each joint service. 5/25/2019

CSI General Scope: Service Scope: Medium Continual Service Improvement Continual Improvement applies to both services and service management processes. General Scope: Cover all documentation and processes in scope of the EOSC-hub SMS Manage the audit programme (2 internal audits) Service Scope: CSI for core services will set up a common process for managing all suggestions for improvements (need to select tool – Jira?) CSI for external services will remain the responsibility of the individual service provider. Procedures to be established for ensuring a clear communication channel to pass along feedback from customers 5/25/2019

Next steps? Seek agreement integration levels across all processes from work package leaders (WP2,4,5 – others?) Coordinate with EOSCpilot WP5 (service management framework) and harmonize; Replace integration levels with federation models? Need to start mapping the EOSC-hub services into the different levels Distribute outcome of discussions to stakeholders: With presentation at AHM? EOSCpilot SMF editorial board WP4 to incorporate into plans EOSC-hub process implementation Communicate SMS implementation timelines and Audit Plans (e.g. project milestones; audit schedule) (Sy) Move slide contents into Confluence (Mal to provide page/link) Process Managers Task leaders to fill in positions for the short-to-medium-term via self-assignment Mal to set up table in Confluence; Task Leaders to complete with names Next calls/meetings (CET) Calls: 3 Apr (10:00-12:00); 10 Apr (14:00-15:00) Malaga: 19 Apr (Thurs) at 11:00: present current work 5/25/2019