Difference between revisions of "EGI IT Service Management"
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Service Management Processes
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= Overview of EGI IT Service Management = | = Overview of EGI IT Service Management = |
Revision as of 13:17, 31 July 2015
Overview of EGI IT Service Management
IT service management is the implementation and management of quality IT services performed by IT service providers through people, process and information technology.
EGI ITSM is based on FitSM standard (http://www.fedsm.eu/).
The objective of ITSM for EGI is to:
- Implement structured processes for the improvement of service delivery to its customers based on the FitSM-1:2013 standard.
Service Management Processes
Process | Abbr. | Key goal / objective | Process Owner | Process Manager |
---|---|---|---|---|
Service Portfolio Management | SPM | Define and maintain a service portfolio | Tiziana Ferrari | Sergio Andreozzi |
Service Level Management | SLM | Define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs) | Tiziana Ferrari | Małgorzata Krakowian |
Service Reporting Management | SRM | Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making | Tiziana Ferrari | Małgorzata Krakowian |
Service Availability & Continuity Management | SACM | Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations | Tiziana Ferrari | Peter Solagna |
Capacity Management | CAPM | Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements | Tiziana Ferrari | Peter Solagna |
Information Security Management | ISM | Manage information security effectively through all activities performed to deliver and manage services, so that the confidentiality, integrity and accessibility of relevant assets are preserved | Tiziana Ferrari | |
Customer Relationship Management | CRM | Establish and maintain a good relationship with customers receiving services | Tiziana Ferrari | Gergely Sipos |
Supplier and Federation Member Relationship Management | SFRM | Establish and maintain a healthy relationship with suppliers and federation members supporting the service provider in delivering services to customers, and to maintain contracts with suppliers | Tiziana Ferrari | Peter Solagna |
Incident & Service Request Management | ISRM | Restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests | Tiziana Ferrari |
Vincenzo Spinoso |
Problem Management | PM | Investigate the root causes of (recurring) incidents in order to avoid future recurrence of incidents by resolving the underlying problem, or to ensure workarounds / temporary fixes are available to support quick restoration of the service, if incidents re-occur | Tiziana Ferrari | Vincenzo Spinoso |
Configuration Management | CONFM | Provide and maintain a logical model of all configuration items and their relationships and dependencies | Tiziana Ferrari | Vincenzo Spinoso |
Change Management | CHM | Ensure changes to configuration items are planned, approved, implemented and reviewed in a controlled manner to avoid adverse impact of changes to services or the customers receiving services | Tiziana Ferrari | |
Release & Deployment Management | RDM | Bundle changes to one or more configuration items into releases, so that these changes can be tested and deployed to the live environment together | Tiziana Ferrari | Peter Solagna |
Continual Service Improvement Management | CSI | Identify, prioritise, plan, implement and review improvements to services and service management | Tiziana Ferrari | Małgorzata Krakowian |
Contact
For individual processes please contact the process owner in the table above.
For general questions contact EGI.eu Quality Assurance Team