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

We are now service providers? 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?

What is the key purpose of the service? 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? Utility Warranty Value What is the key purpose of the service? Which additional factors will impact the customers’ service quality / performance perception?

Service management system (FitSM-0) Service Management System: Overall management system that controls and supports management of services within an organisation or federation Interconnected policies, processes, procedures, roles, agreements, plans, related resources and other elements needed and used to effectively manage the delivery of services to customers. People Responsibilities Skills Awareness Processes Defined activities Effectiveness and repeatability Technology Support people in their roles Increase process effectiveness and efficiency 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 …

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.

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

‘Full’ commercial ITSM 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

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)

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

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

Implementing FitSM 7-Step Approach 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)

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 Process: Inputs Activities and roles e.g. incident management, change management, security management, … Outputs System Theory What is an example of a type of system? Engine? And its parts Go bigger, what else? Traffic system, process and procedures for with a governing body Operational level Departments Functions Persons Proce- dures Person (in a role) e.g. procedures for classifying and prioritizing incidents applies

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

FitSM logic

Startegic processes Service portfolio management Manage the service portfolio; alignment of new or changed services with organisation strategy Service portfolio management Maintain a service catalogue; define, agree and monitor relevant agreements (SLA, OLA, UA) Service level management Specify all service reports and ensure its production according to specifications in a timely manner to support decision-making Service reporting management Identify, record and analyse customer opportunities; manage service orders and maintain a good relationship with customers Customer relationship management Establish and maintain a healthy relations with suppliers supporting the services; ensure the required capacity and monitor performance Supplier relationship management Manage information security to ensure confidentiality, integrity and accessibility of relevant information assets Information security management

Operational processes Ensures sufficient capacities to meet agreed service levels and monitor performance requirements for services Capacity management Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations Service availability & continuity management Restore normal / agreed service operation in case of an incident; respond to user service requests Incident & service request management Investigate the root causes of (recurring) incidents in order to avoid future recurrence of incidents Problem management Provide and maintain an information about logical model of service components and its configuration Configuration management Ensure changes are planned, approved, implemented and reviewed in a controlled manner Change management Manage releases, so that changes can be tested and deployed to the live environment Release & deployment management Identify, prioritize, plan, implement and review all improvements Continual service improvement

FitSM process requirements Example

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

ISRM: Requirements according to FitSM-1 PR9 Incident & Service Request Management Requirements PR9.1 All incidents and service requests shall be registered, classified and prioritized in a consistent manner. PR9.2 Prioritization of incidents and service requests shall take into account service targets from SLAs. PR9.3 Escalation of incidents and service requests shall be carried out in a consistent manner. PR9.4 Closure of incidents and service requests shall be carried out in a consistent manner. PR9.5 Personnel involved in the incident and service request management process shall have access to relevant information including known errors, workarounds, configuration and release information. PR9.6 Users shall be kept informed of the progress of incidents and service requests they have reported. PR9.7 There shall be a definition of major incidents and a consistent approach to managing them. What do you understand by “escalation”? Is there more than one type of escalation? Yes: functional; hierarchy Where can we find information about known errors? KEDB

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