1. ETICS2 All Hands Meeting VEGA GmbH INFSOM-RI-1234567 Uwe Mueller-Wilm Palermo, Oct. 2008 ETICS Service Management Framework Business Objectives and “Best Practice” Guidance

2. ETICS Service Management Framework INFSOM-RI-1234567 2 Palermo, Oct. 2008 Customer Feedback Transcriptions of ETICS Feedback at Aerospace Industry “We really would like to have a system development and deployment environment which:” Is delivered with processes and procedures which enforces use of industry best practice software standards, including quality aspects; Supports a centralized repository under our control; Offers a common working environment, shared between our off- site contractors and us; Offers secure access for authorized users; Supports authorisation of system access, level and scope; Allows flexibility in composing the groups of authorized users; Supports us in the deployment of the software developed by us; Convinces our key contractors...

3. ETICS Service Management Framework INFSOM-RI-1234567 3 Palermo, Oct. 2008 Extracting the Essentials Summary of Expectations and Benefits Standardisation Configuration Control Visibility of development, maintenance and deployment status and progress; Collaborative Use of the environment; Security in interaction, Protection against outside world; Flexibility in configuration; Acceptance of environment by users community. In Summary: not only a System is wanted, which offers these capabilities, in addition a Service which aids in the software development and maintenance and deployment processes.

4. ETICS Service Management Framework INFSOM-RI-1234567 4 Palermo, Oct. 2008 ETICS Business Outlook Service Strategy What is the market? Commercial companies which are interested in a secured and standardized software development environment, which also can be shared across their own organisation. What is the business? Providing a Service built on or around ETICS – in essence: “leasing” an ETICS based software development / maintenance environment to (potential) customers.  Providing this service requires Standardized Processes and Procedures.

5. ETICS Service Management Framework INFSOM-RI-1234567 5 Palermo, Oct. 2008 Looking for Standards What could be Applicable? Summary of most suitable standards / frameworks  For the Service: ISO/IEC 20000: defines requirements for a Service Provider to deliver Managed Services. ITIL V3: provides a framework of Best Practice guidance for IT Service Management.  For ETICS: ISO/IEC 12207: establishes a common framework for Software Life Cycle Processes, with well-defined terminology.

6. ETICS Service Management Framework INFSOM-RI-1234567 6 Palermo, Oct. 2008 A Proposed Architecture ISO 12207, 20000, ITIL V3 and Procedures ISO 20000-1 Specification ISO 20000-2 Code of Practice In-House ETICS Procedures ProposalProposal: not published before 2010 ISO 20000-4 Process Reference Model ITIL V3 Service Life Cycle Approach ISO 12207 Software Life Cycle Processes First version available since May 2007 Well established standard To be implemented Not available before 2010 Published since 2005 Deployed Solution Process Definition Service Definition Standard Procedures

7. ETICS Service Management Framework INFSOM-RI-1234567 7 Palermo, Oct. 2008 ITIL V3 The Service Lifecycle Approach Service Transition Service Operation Service Design Continual Service Improvement Service Strategy

8. ETICS Service Management Framework INFSOM-RI-1234567 8 Palermo, Oct. 2008 ITIL V3 Core Description Service Strategy: focuses on the identification of market opportunities for which services could be developed. Defines strategies for the design, implementation, maintenance and continual improvement of the service. Service Design: activities to develop the strategy addressing all aspects of the proposed service. Key areas are Availability Management, Capacity Management, Continuity Management and Security Management. Service Transition: focuses on the implementation of the service design outputs and the modification of an existing service. Key areas are Change Management, Release Management, Configuration Management and Service Knowledge Management. Service Operation: focuses on the activities required to operate the services and maintain their functionality. Key areas are Incident Management, Problem Management and Request Fulfilment. Continual Service Improvement: focuses on the ability to improve quality of the services that is provided. Key areas are Service Reporting, Service Measurement and Service Level Management.

9. ETICS Service Management Framework INFSOM-RI-1234567 9 Palermo, Oct. 2008 ITIL V3 The Service Lifecycle Approach Useful for developing strategies how ETICS can be extended as a commercial Service; Business processes can be applied with the aim to upgrade ETICS as a Service, in which context the development of commercial applications following industry best practice standards can take place.

10. ETICS Service Management Framework INFSOM-RI-1234567 10 Palermo, Oct. 2008 ISO/IEC 12207 The Software Life Cycle Processes Documentation Supporting: Configuration Mgmt.Maintenance Primary: Problem Resolution Audit Joint ReviewAcquisitionTraining ValidationSupplyImprovement VerificationDevelopmentInfrastructure Quality AssuranceOperationManagement Organizational:

11. ETICS Service Management Framework INFSOM-RI-1234567 11 Palermo, Oct. 2008 ISO/IEC 12207 The Software Life Cycle Processes Useful for elaborating processes and procedures how ETICS can support in using industry best practice software standards; Software oriented procedures can be applied to concrete application development within the context of ETICS as an development / maintenance System.

12. ETICS Service Management Framework INFSOM-RI-1234567 12 Palermo, Oct. 2008 Interaction between Processes and Procedures Our Vision ETICS Framework ITIL V3 Service Life Cycle Approach ISO 12207 Software Life Cycle Processes Build Tools Config. Tools Admin. Tools Service Operation (incident, problem, request handling )‏ Continual Service Improvement Service Transition (release, change, configuration, deployment)‏ Development Mapping Layer: Processes & Procedures to Tools Mapping Layer: Service Elements to Processes & Procedures Test Tools Plug-In Framework OperationMaintenance

13. ETICS Service Management Framework INFSOM-RI-1234567 13 Palermo, Oct. 2008 What is the business? (already discussed) cost, billing models Availability, capacity, security, continuity Service Requirements  Tools to be developed How to get there? Steps to be performed Service Strategy Service Design

14. ETICS Service Management Framework INFSOM-RI-1234567 14 Palermo, Oct. 2008 Example Release Management Requirement: customers stated that the wish to have control on the release and deployment procedures for tested software. ISO/IEC 12207,6.2.6.1 Release management and delivery: The release and delivery of software products and documentation shall be formally controlled. Master copies of code and documentation shall be maintained for the life of the software product. The code and documentation that contain safety or security critical functions shall be handled, stored, packaged and delivered in accordance with the policies of the organisations involved. Adaptation to ETICS – Procedures shall describe: Definition of Roles: Developer, Release Manager, Users: Developer can initially read / create distributions; Release Manager can read and can decide attachment of Users to distribution packages; Users can only read packages after release. Release Process: Release Manager decides on the acceptance of software: if accepted, he allows Users to read the package and disables the creation of new packages for the Developer, so that the package is frozen for the release.

15. ETICS Service Management Framework INFSOM-RI-1234567 15 Palermo, Oct. 2008 Release Management II Representation of Roles and Processes Development Process Acceptance Process Deployment Process Developer Release Manager SW Revisions SW Releases Users +/-w +/-r

16. ETICS Service Management Framework INFSOM-RI-1234567 16 Palermo, Oct. 2008 Continual Service Improvement Optimizing the Framework for Business Needs Design Build Accept Deploy Operate Optimize User Applications Requirements Design Build AcceptDeploy Operate Optimize Requirements ETICS Core Service Lifecycle

17. ETICS Service Management Framework INFSOM-RI-1234567 17 Palermo, Oct. 2008 Discussion ISO /IEC 20000 certification is certainly outside of the scope of ETICS-2. However, as the proposed architecture on page 6 shows, we can start with the adaptation of ISO/IEC 12207 (which is outside of any certification purposes) which later can be upgraded. The same is true for ITIL V3: even if we cannot afford an ITIL V3 certification during the running project, we can orientate on this framework, as it offers the best seminal approach. …

18. ETICS Service Management Framework INFSOM-RI-1234567 18 Palermo, Oct. 2008 References ISO / IEC 12207 Basic Concepts: http://www.abelia.com/docs/12207cpt.pdf ISO / IEC 12207 Tutorial: http://www.abelia.com/docs/12207tut.pdf ITIL V3 Publications: http://www.itsmfi.org/content/publications ISO / IEC Certification web site: http://www.isoiec20000certification.com Service Management Process Reference Model, Proposal: http://isotc.iso.org/livelink/livelink/fetch/2000/2122/327993/755080/1054034/2541793/JTC0 01-N-8640.pdf?nodeid=6587475&vernum=0