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

2. 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?

3. 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?

4. 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 …

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
The development of FitSM was originally funded by the European Commission through an EC-FP7 project "FedSM“
FitSM_Standard

7. ‘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

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
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

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

11. 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)

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
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

13. 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

14. FitSM logic

15. 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

16. 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

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
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

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