Difference between revisions of "EGI IT Service Management"

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Overview of EGI Service Management has been moved under [http://ims.egi.eu/ EGI Confluence instance] (access restricted to EGI.eu staff)
  
= 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. <br>
+
For questions contact [mailto:quality@egi.eu EGI.eu Quality Team]
 
 
EGI&nbsp;ITSM is based on FitSM standard ([http://www.fedsm.eu/ http://www.fedsm.eu/]).<br>
 
 
 
<br>
 
 
 
The objective of ITSM for EGI is to:
 
 
 
*Implement structured processes for the improvement of service delivery to its customers based on the [http://www.fedsm.eu/fitsm FitSM-1:2013 standard].
 
 
 
== Scope Statement  ==
 
 
 
The ITSM processes are to be applied to all services defined in the [http://www.egi.eu/services/catalogue EGI.eu Service Catalogue].<br>
 
 
 
= EGI.eu Service Management Policy  =
 
 
 
1.) '''Process Approach.''' To effectively manage all IT services and underlying components, a process-based approach to service management shall be adopted.
 
 
 
*All required processes are defined, communicated and improved based on business needs and feedback from people and parties involved.
 
*Roles and responsibilities are clearly defined.
 
 
 
2.) '''Customer and User Alignment.''' The provision of IT services shall be aligned to customer and user needs.
 
 
 
*IT Services are delivered in a defined quality sufficient to satisfy requirements identified from business processes.
 
*For all IT services, a corporate level SLA and/or specific SLAs, which have been agreed with stakeholders, are in place.
 
 
 
3.) '''Continual Improvement. ''' IT Services and service management processes shall be continually improved.
 
 
 
*Feedback from stakeholders is used to continually improve IT services and service quality. All proposals for improvements are recorded and evaluated.
 
*IT Service management is improved based on continual monitoring of process performance and effectiveness.
 
 
 
4.) '''Training &amp; Awareness. '''Through trainings and awareness measures, it shall be ensured that staff involved in service management activities can effectively perform according to their roles.
 
 
 
5.) '''Leadership. '''Senior management is committed to this policy and its implementation. It provides the resources required to implement and improve service management and enhance customer and user satisfaction with IT services.
 
 
 
<br>
 
 
 
''-Approved by the EGI.eu Director and Operations Management Board on September 27, 2013-'' <br><br>
 
 
 
= Service Management Processes<br>  =
 
 
 
{| class="wikitable"
 
|-
 
! Process
 
! Abbr.
 
! Key goal / objective
 
! Process Owner
 
! Process Manager
 
|-
 
| '''[[EGI Service Portfolio Management|Service Portfolio Management]]'''
 
| SPM
 
| Define and maintain a service portfolio
 
| Tiziana Ferrari
 
| Sergio Andreozzi<br>
 
|-
 
| '''[[EGI Service Level Management|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<br>
 
|-
 
| '''[[EGI Service Reporting Management|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
 
|-
 
| '''[[EGI Service Availability and Continuity Management|Service Availability &amp; Continuity Management]]'''
 
| SACM
 
| Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations
 
| Tiziana Ferrari
 
| Peter Solagna<br>
 
|-
 
| '''[[EGI Capacity Management|Capacity Management]]'''
 
| CAPM
 
| Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements
 
| Tiziana Ferrari
 
| Peter Solagna
 
|-
 
| '''[[EGI Information Security Management|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
 
| <br>
 
|-
 
| '''[[EGI Customer Relationship Management|Customer Relationship Management]]'''
 
| CRM
 
| Establish and maintain a good relationship with customers receiving services
 
| Tiziana Ferrari
 
| Gergely Sipos<br>
 
|-
 
| '''[[EGI Supplier Relationship Management|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
 
|-
 
| '''[[EGI Incident & Service Request Management|Incident &amp; 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<br>
 
| Vincenzo Spinoso<br>
 
|-
 
| '''[[EGI Problem Management|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
 
|-
 
| '''[[EGI Configuration Management|Configuration Management]]'''
 
| CONFM
 
| Provide and maintain a logical model of all configuration items and their relationships and dependencies
 
| Tiziana Ferrari
 
| Vincenzo Spinoso
 
|-
 
| '''[[EGI Change Management|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
 
| <br>
 
|-
 
| '''[[EGI Release & Deployment Management|Release &amp; 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
 
|-
 
| '''[[EGI Continual Service Improvement Management|Continual Service Improvement Management]]'''
 
| CSI
 
| Identify, prioritise, plan, implement and review improvements to services and service management
 
| Tiziana Ferrari
 
| Małgorzata Krakowian<br>
 
|}
 
 
 
<br>
 
 
 
= Contact  =
 
 
 
For individual processes please contact the process owner in the table above.
 
 
 
For general questions contact [mailto:quality@egi.eu EGI.eu Quality Team]
 
 
 
[[Category:EGI_ITSM]]
 

Latest revision as of 11:57, 5 August 2016


Overview of EGI Service Management has been moved under EGI Confluence instance (access restricted to EGI.eu staff)


For questions contact EGI.eu Quality Team