1. CERN IT Department CH-1211 Geneva 23 Switzerland www.cern.ch/i t OIS Tim Bell CERN IT/OIS 7 th September 2010 Service Management Meeting

2. CERN IT Department CH-1211 Geneva 23 Switzerland www.cern.ch/i t OIS Aims Inform group members on current status –Management information –Assist in problem solving –Advise on potential upcoming issues –Plan changes Review requests and problems –User enhancements –Resource planning Provide written records for others All service managers should attend Other members of the group are welcome

3. CERN IT Department CH-1211 Geneva 23 Switzerland www.cern.ch/i t OIS Requests,Services & Projects Requests have –Problem statement –Requester –Initiated by end users, administrators or management –Implies change of service definition, not recovery of service Projects have –Resources allocated including responsible –Description –Issues –Plans including start / target end Services have –Coverage resources allocated –Service manager –Defined support structure and service level –…

4. CERN IT Department CH-1211 Geneva 23 Switzerland www.cern.ch/i t OIS Sample Project Report - FIM Resources –Paolo, Alexey, Emmanuel Status –End of development phase –Final discussions with people concerned: managers of services that relied on CRA, helpdesk, security team, computing group administrators, AIS –More information at https://espace.cern.ch/ilm2/Internals/default.aspx Target –November 2010 Plans –Finalize development of the "publicly visible" parts of the project (especially the web portal) - Write some user documentation - Open the test site to experiments, service desk, security team to get feedback Issues –None

5. CERN IT Department CH-1211 Geneva 23 Switzerland www.cern.ch/i t OIS Sample Request Report-CMS What –CMS would like to be able to access Web URLs without repeating the web site and with anchors Who –Lassi Turrala How –IT/CMS co-ordination meeting Status –Requirement clarification underway –Juraj to review on Wednesday with CMS

6. CERN IT Department CH-1211 Geneva 23 Switzerland www.cern.ch/i t OIS Next Steps Focus on content, not tools –Publish in Indico for the moment –But other ideas welcome Continue meetings at two week frequency –Project status once per month –Will take up some time at the beginning