1. www.egi.eu EGI-InSPIRE RI-261323 EGI-InSPIRE www.egi.eu EGI-InSPIRE RI-261323 1 Federated Service Management Sy Holsinger Senior Strategy and Policy Officer, EGI.eu sy.holsinger@egi.eu Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

2. www.egi.eu EGI-InSPIRE RI-261323 Overview 2 Motivation Overview of IT Service Management Implementation Successes and Future Work Overall Experience (Summary) Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

3. www.egi.eu EGI-InSPIRE RI-261323 EGI Today 2001-2004 EDG Proof of Concept 2004-2010 EGEE-I/II/III Research project: From prototype to production 2007-2009 EGI Design Study Sustainability Model 2010-2014 EGI-InSPIRE Transition from production towards a sustainable infrastructure 3 Professional Service Provision Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

4. www.egi.eu EGI-InSPIRE RI-261323 Motivation IT services –Part of the day-to-day research process –User expectations are increasing on service levels –Similar to phone and Internet EGI –Large federation of service providers for large-scale data processing –Independent organisations with their own services and management practices –Service management for federated services often tied to the project structure Benefits for common approach to federated service management –Increase professional service delivery through best practices to: Offer better predictability for how services are managed and delivered Enhance user experience with a customer-oriented approach Improve service provision maturity across the federation –Provide a framework for thinking about value, customer, service 4 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

5. www.egi.eu EGI-InSPIRE RI-261323 Organisation and Relationships Open ICT Ecosystem 5 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

6. www.egi.eu EGI-InSPIRE RI-261323 Service-Oriented Approach: Roles and Agreements Service SLAs Supporting service components 6 Service Portfolio OLAs Service Catalogue Customers Plan performance, capacity, availability Monitor and report Manage incidents and problems Manage configuration, changes and releases … Federation members contributing to the service provision UCs Suppliers Website Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

7. www.egi.eu EGI-InSPIRE RI-261323 ITSM: Key Facts IT Service Management (ITSM) is the implementation and management of quality IT services that: 1.Requires the provider to understand the value delivered 2.Aligns IT service operations to customers' needs 3.Provides a process approach in delivering and supporting IT services 4.Supports a consistent terminology to avoid bad communication and lack of understanding 7 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

8. www.egi.eu EGI-InSPIRE RI-261323 ITSM: Key Facts  Resulting questions 1.Who is my 'customer’? 2.What is my understanding of service? (And does this fit to the customer's?) 3.What are the processes I need to handle to deliver the service? 4.Which approach is most suitable for me? 8 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

9. www.egi.eu EGI-InSPIRE RI-261323 ITSM: Standards and frameworks 9 ITIL® COBIT ISO 9000 CMMI Software engineering maturity model IT Management Framework Quality Management standard adaption of concepts Legend ISO/IEC 27000 ISO/IEC 20000 Federation Challenges Traditional ITSM in federated environments more difficult and not all concepts / ideas work Need ITSM tailored to needs of federated IT infrastructures o Lightweight set of requirements o No requirements based on unrealistic assumptions o Concrete implementation guidance Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

10. www.egi.eu EGI-InSPIRE RI-261323 Approach Standard family –Based on ISO/IEC 20000, compatible with ITIL, but much lighter –“Keep it simple” approach, target achievable level of maturity –‘Lifecycle’ approach, requirements to roles, assessments etc. –Free, provides range of guides, samples and templates –Supports federated scenarios Being deployed in grids, assessed in other communities –Helix Nebula, EC JRC, other FP7 projects and research orgs Training and certification –Foundation, Advanced, Expert levels –Backed by internationally recognized authority TÜV SUED Supported by FedSM project: www.fedsm.eu/fitsmwww.fedsm.eu/fitsm 10 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

11. www.egi.eu EGI-InSPIRE RI-261323 FitSM, ISO/IEC 20000 and ITIL ITIL (good practices) About 2,000 pages (5 core books) No requirements ISO/IEC 20000 136 pages (3 core documents) 26 pages of requirements (part 1) FitSM 38 pages (4 core documents) 9 pages of requirements (part 1) 11 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

12. www.egi.eu EGI-InSPIRE RI-261323 FitSM parts 12 FitSM-1 Requirements FitSM-2 Objectives and activities FitSM-3 Role model FitSM-5 Selected implementation guides Requirements FitSM-0 Overview & vocabulary Support & Guidance Terminology FitSM-4 Selected templates and samples FitSM-6 Maturity and capability assess- ment scheme Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

13. www.egi.eu EGI-InSPIRE RI-261323 FitSM Key Processes 1.Service portfolio management (SPM) 2.Service level management (SLM) 3.Service reporting management (SRM) 4.Service availability & continuity management (SACM) 5.Capacity management (CapM) 6.Information security management (ISM) 7.Customer relationship management (CRM) 8.Supplier relationship management (SUPPM) 9.Incident & service request management (ISRM) 10.Problem management (PM) 11.Configuration management (ConfM) 12.Change management (ChM) 13.Release & deployment management (RDM) 14.Continual service improvement management (CSI) Key service management processes 13 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

14. www.egi.eu EGI-InSPIRE RI-261323 FitSM Processes Across Service Lifecycle Service SLAs Supporting service components 14 Service Portfolio OLAs Service Catalogue Customers Plan performance, capacity, availability Monitor and report Manage incidents and problems Manage configuration, changes and releases … Federation members contributing to the service provision UCs Suppliers Website SPM SLM CRM CapM CSI SACM ChM RDM PM ISRM SUPPM SLM ConfM SRM Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

15. www.egi.eu EGI-InSPIRE RI-261323 Initial Implementation (1 of 2) Defining a Service Portfolio –Difficulty understanding the difference between service vs. activity EGI.eu provides services known as “Global Tasks” –Directly by staff based in Amsterdam –Outsourced to and supported by EGI.eu Participants (NGIs/EIROs) Global tasks have been evaluated and identified as a service or a service component Consultation and support by: 15 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

16. www.egi.eu EGI-InSPIRE RI-261323 Initial Implementation (2 of 2) Global Tasks (EGI-InSPIRE) Council Executive Board Strategic Planning and Policy Finance and Secretary Technical Coordination Board Technology Roadmapping Marketing and Communication Community Outreach Technical Outreach to New Communities NGI Coordination Software Accetance Criteria Software Verification Software Repository Application Database Training Marketplac Core services Message Broker Network Service Availability Monitoring Security Monitoring Network Monitoring Operations Portal Accounting Helpdesk GOCDB Metrics Portal 1st Level: TPM 2nd Level: DMSU Network Support Operations Coordination Grid Oversight Availability Reliability Management Coordination of Operations Security Coordination of Interoperation Coordination of Staged Roolout and Related Support Tools Coordination of Reuirement Gathering Coordination of Documentation EGI Service Portfolio Project and Programme Management Operations Coordination Technology Coordination Security Coordination Specialized Consultancy Strategy and Policy Supp. Policy Development Technical Consult & Supp. Helpdesk Support Marketing Outreach Training Marketplace Applications Database Repo of Valid. Software Federated Operations 16 EGI Solutions Portfolio Federated Cloud High-Throughput Data Analysis Federated Operations Community Driven Innovation and Support Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

17. www.egi.eu EGI-InSPIRE RI-261323 Capability 5Efficient/optimal Maturity Key 4Managed & measured 4 -Advanced 3Defined 3- Effective 2Repeatable 2- In place 1Ad-hoc 1 - Aware 0Non-existent 0 - Non-existent 14 Processes: SPM SLM SR SCAM CapM ISM CRM SRM ISRM PM ConfM ChM RDM CSI Target during FedSM project is Level 3 over all processes for Federated Operations 17 Overall FitSM maturity model ITSM Maturity Assessment Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

18. www.egi.eu EGI-InSPIRE RI-261323 EGI.eu Maturity Self-Assessment 2 Services: Federated Operations & Software Repository –Project tasks into services -> realization many processes and procedures tied to supporting activities and not overall service Some very mature, others completely missing EGI ITSM initial scope: Federated Operations – Largest EGI service – Gain experience and knowledge to then apply to other services Focus Areas 18 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

19. www.egi.eu EGI-InSPIRE RI-261323 Major Changes (1 of 2) Services defined and agreement types understood PY3 –SLAs only with 2 Technology Providers (EMI, IGE) –OLAs only with Resource Providers/Centers EGI.eu OLA contained hybrid content being used basically as an SLA PY4 19 EGI.eu OLA EGI.eu Core service providers EGI.eu SLA EGI Infrastructure Users RC OLA RP OLA SLA Resource Centers Resource Infrastructure Providers –Revised Agreement Framework (MS429) –Resource Allocation Framework Simplifying agreements between customers and Resource Providers/Centers Processes added through e-GRANT Product Teams SLA Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

20. www.egi.eu EGI-InSPIRE RI-261323 Major Changes (2 of 2) Complete refactoring –Agreements now understood between defined roles –Standardized content (templates) –Harmonization between OLAs and SLAs (complementary) e.g. cannot guarantee 5-day user response if internal supplier gives 7 –Clarification of responsibilities e.g. classification and levels of support; service targets and reporting New agreements in place –Lightweight SLAs agreed with Product Teams after end of EMI & IGE (x25) –OLAs between EGI.eu and all outsourced service components Main Result –Clarification of the expectations between the parties of the agreements e.g. understanding response times; communication channels Service Level Management to link with Customer Relationship Management 20 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

21. www.egi.eu EGI-InSPIRE RI-261323 Successes (1 of 3) EGI Service Portfolio –Major result after more than a year of off and on discussion (June’13) –Expanded EGI.eu Service Portfolio to EGI Partnership Defining end-user services (e.g. Grid Compute/Storage; Cloud Compute/Storage, Data Mgmt.,...) EGI Solutions Portfolio –4 defined solutions describing value and targeted customers –Result from service portfolio -> powerful marketing tool Customers have better understanding of what is delivered ITSM Maturity Assessment –Many processes and procedures tied to: Activities and not overall service Project structure –Allowed to focus in on key areas, not a complete overhaul 21 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

22. www.egi.eu EGI-InSPIRE RI-261323 Successes (2 of 3) EGI ITSM wikipage – Hosts all relevant info –Top-level management policy Approved by the EGI.eu Director and Operations Management Board Supported by EGI Council –Defined process owners –Started process definitions e.g. add a service (SPM) –What to do, who to involve, approval, advancement (links to SLM) FitSM Training and Certification –6 EGI.eu staff certified from strategy, ops & tech (1 Certified Trainer) –~40 total from EGI community (including dedicated trainings held at CSC & PLGrid) NGI Service Portfolio Definition –e.g. France Grilles, PLGrid, FGI 22 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

23. www.egi.eu EGI-InSPIRE RI-261323 Collaboration –Helix Nebula Marketplace HNX adopting FitSM resulting in management interoperability in addition to technical interoperability Integration of ITSM related terms –Changing the language used within the organization –Improving internal and external communication –Adding to EGI Glossary and Documentation Spreading the message -> Community buy-in –EGI Technical and Community Forums (Bi-annual conferences) –EGI Articles with ITSM/FedSM/FitSM references (e.g. blog) –Internal ITSM meetings held EGI.eu staff (communications; operations, technical outreach) FedSM consultants and EGI Federated Cloud Task Force 23 Successes (2 of 3) Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

24. www.egi.eu EGI-InSPIRE RI-261323 Future Work Build on the defined services and agreement framework –Continue to define processes beyond strategic processes (e.g. SPM, SLM) e.g. Customer Relationship; Service Reporting; Incident and Service Request Ongoing agreements –Restructuring of RP and RC OLAs according to FitSM –Finalizing EGI.eu SLA for Resource Providers –Refactoring EGI.eu SLA with Product Teams according to FitSM –Tailoring Service Reporting according to FitSM Applying ITSM in ongoing activities –Federated Cloud, Resource Allocation (e-GRANT), Pay-for-Use Tool development and functionality part of overall roadmap Understand how to assess ITSM maturity requirements for Resource Providers Dedicated training for rest of EGI.eu staff (Oct’14) –Other training for wider participation available via the FedSM project Audit of EGI ITSM processes by FedSM Consultants (Nov’14) 24 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

25. www.egi.eu EGI-InSPIRE RI-261323 Conclusions ITSM in the academic and research domain requires a culture shift –Realization that EGI is a service and participants are service providers –This community requires time, but is happening Skepticism in 2011 -> Embrace in 2013 -> Implementation 2014 ITSM is tangible –Allows to ask the right questions –Provides pragmatic approaches to solving issues EGI is a complex federation - FedSM expertise invaluable –Clarity and understanding in what EGI offers and its value –Support in implementation through consultancy and templates ITSM is and will continue to be fundamental in: –…supporting EGI’s evolution as a sustainable e-Infrastructure –…enhancing user experience 25 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

26. www.egi.eu EGI-InSPIRE RI-261323 Links and Reference EGI ITSM wikipage: https://wiki.egi.eu/wiki/EGI_ITSMhttps://wiki.egi.eu/wiki/EGI_ITSM Service Portfolio: http://www.egi.eu/serviceshttp://www.egi.eu/services Solutions Portfolio: http://www.egi.eu/solutionshttp://www.egi.eu/solutions D2.25 - Strategy and Business Plan: https://documents.egi.eu/document/2158https://documents.egi.eu/document/2158 D1.15 - Annual Report on Quality Status: https://documents.egi.eu/document/2247https://documents.egi.eu/document/2247 MS249 - SLA and OLA Framework: https://documents.egi.eu/document/2239https://documents.egi.eu/document/2239 EGI Pay-for-Use Report v1: https://documents.egi.eu/document/1391https://documents.egi.eu/document/1391 FedSM Project: www.fedsm.euwww.fedsm.eu FitSM Standard: www.fitsm.euwww.fitsm.eu 26 Federated Service Management - EGI-InSPIRE 4 th EC Review Amsterdam – 2 July 2014

27. www.egi.eu EGI-InSPIRE RI-261323 27 EGI-InSPIRE EC Review Amsterdam – 2 July 2014 Members of the EGI-InSPIRE collaboration thank the EC for supporting EGI