1. MyOcean2 First Annual Meeting – 17-18 April 2013 Users support from service desk, service management Dominique Obaton, WP2 leader MyOcean2 First Annual Meeting – Cork /16-17 April 2013

2. Definition WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring Record and synthesis of users’ needs FTSS Catalogue definition Mercator Ocean WP2 leader service manager catalogue manager  Overall definition of service and of products

3. Engineering WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring

4. Catalogue WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring Organisation, preparation, integration of catalogue Update of SLA Planification of service release Communication to users Update of FAQs Management of service release (transition) Major accounts (EEA, EMSA) Mercator Ocean: catalogue manager

5. SLA WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring Mercator Ocean Organisation, preparation, integration of catalogue Update of SLA Planification of service release Communication to users Update of FAQs Management of service release (transition) Major accounts (EEA, EMSA)

6. Plan, communication to users WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring Mercator Ocean: Transition manager Organisation, preparation, integration of catalogue Update of SLA Planification of service release Communication to users Update of FAQs Management of service release (transition) Major accounts (EEA, EMSA)

7. FAQ WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring Mercator Ocean Organisation, preparation, integration of catalogue Update of SLA Planification of service release Communication to users Update of FAQs Management of service release (transition) Major accounts (EEA, EMSA)

8. Transition WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring Mercator Ocean New version go live : day D Everybody involved Organisation, preparation, integration of catalogue Update of SLA Planification of service release Communication to users Update of FAQs Management of service release (transition) Major accounts (EEA, EMSA)

9. Major accounts WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring Mercator Ocean Organisation, preparation, integration of catalogue Update of SLA Planification of service release Communication to users Update of FAQs Management of service release (transition) Major accounts (EEA, EMSA)  With specific service and specific products  Then included within MyOcean

10. Service desk WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring Interface with users (registration, tickets for each request, management, follow-up) Management of incidents, maintenance occurring o For products/servers with local service desks (network) o Com’ to users on “news flash”, “product improvements” on web, by mails Interface between users and scientific experts Ensure all information to users –done via service desk Mercator Océan service desk Tickets FAQ

11. monitoring WP2.3 Service Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.2 Service Definition WP2.4 Service transition WP2.5 Service operation, Service Desk WP2.6 Service monitoring User database Transaction accounting (logs) on download Monitoring of service : SLA, OLA Statistics, reports: o quaterly report on service: SMR o Annual report Starlab, Brockman Consult, Mercator Ocean MeasureDecemberJanuaryFebruary Target (in SLA) % Availability of MIS based on 7 days x 24 hours requirement 100% 90% % Availability of MIS Catalogue Browser based on 7 days x 24 hours requirement. 100% 99.95%None Number of times the outage was more than 2 days (x) over number of individual outages (y), x/y 0/0 0/1 (*) < 2 days per outage in 90% of cases % Availability of Authorization Interface based on 7 days x 24 hours requirement 100% None