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| {{ITSM_menubar}}
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| {{ITSM_process_menubar}} {{TOC_right}}
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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) |
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| = Overview of EGI IT Service Management =
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| 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] |
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| ITSM helps to answer following questions:
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| *What services should we offer and to whom?
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| *How do we differentiate ourselves from competing alternatives?
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| *How do we truly create value for our customers?
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| *How do we capture value for our stakeholders?
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| *How can we make a case for strategic investments?
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| *How should we define service quality?
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| *How do we choose between different paths for improving service quality?
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| *How do we efficiently allocate resources across a portfolio of services?
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| *How do we resolve conflicting demands for shared resources?
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| EGI ITSM is based on FitSM standard ([http://www.fedsm.eu/ http://www.fedsm.eu/]).<br>
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| The objective of ITSM for EGI is to:
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| *Implement structured processes for the improvement of service delivery to its customers based on the [http://www.fedsm.eu/fitsm FitSM-1:2013 standard].
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| = Service Management Processes<br> =
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| {| class="wikitable"
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| ! Process
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| ! Abbr.
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| ! Key goal / objective
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| ! Process Owner
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| ! Process Manager
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| | '''[[EGI Service Portfolio Management|Service Portfolio Management]]'''
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| | SPM
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| | Define and maintain a service portfolio
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| | Tiziana Ferrari
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| | Sergio Andreozzi<br>
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| | '''[[EGI Service Level Management|Service Level Management]]'''
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| | SLM
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| | Define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs)
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| | Tiziana Ferrari
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| | Małgorzata Krakowian<br>
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| | '''[[EGI Service Reporting Management|Service Reporting Management]]'''
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| | SRM
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| | Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making
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| | Tiziana Ferrari
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| | Małgorzata Krakowian
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| | '''[[EGI Service Availability and Continuity Management|Service Availability & Continuity Management]]'''
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| | SACM
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| | Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations
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| | Tiziana Ferrari
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| | Peter Solagna<br>
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| | '''[[EGI Capacity Management|Capacity Management]]'''
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| | CAPM
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| | Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements
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| | Tiziana Ferrari
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| | Peter Solagna
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| | '''[[EGI Information Security Management|Information Security Management]]'''
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| | ISM
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| | 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
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| | Tiziana Ferrari
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| | <br>
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| | '''[[EGI Customer Relationship Management|Customer Relationship Management]]'''
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| | CRM
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| | Establish and maintain a good relationship with customers receiving services
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| | Tiziana Ferrari
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| | Gergely Sipos<br>
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| | '''[[EGI Supplier Relationship Management|Supplier and Federation Member Relationship Management]]'''
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| | SFRM
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| | 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
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| | Tiziana Ferrari
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| | Peter Solagna
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| | '''[[EGI Incident & Service Request Management|Incident & Service Request Management]]'''
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| | ISRM
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| | Restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests
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| | Tiziana Ferrari<br>
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| | Vincenzo Spinoso<br>
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| | '''[[EGI Problem Management|Problem Management]]'''
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| | PM
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| | 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
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| | Tiziana Ferrari
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| | Vincenzo Spinoso
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| | '''[[EGI Configuration Management|Configuration Management]]'''
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| | CONFM
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| | Provide and maintain a logical model of all configuration items and their relationships and dependencies
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| | Tiziana Ferrari
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| | Vincenzo Spinoso
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| | '''[[EGI Change Management|Change Management]]'''
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| | CHM
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| | 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
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| | Tiziana Ferrari
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| | <br>
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| | '''[[EGI Release & Deployment Management|Release & Deployment Management]]'''
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| | RDM
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| | Bundle changes to one or more configuration items into releases, so that these changes can be tested and deployed to the live environment together
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| | Tiziana Ferrari
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| | Peter Solagna
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| | '''[[EGI Continual Service Improvement Management|Continual Service Improvement Management]]'''
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| | CSI
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| | Identify, prioritise, plan, implement and review improvements to services and service management
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| | Tiziana Ferrari
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| | Sy Holsinger<br>
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| |}
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| <br>
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| = Contact =
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| For individual processes please contact the process owner in the table above. | |
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| For general questions contact [mailto:quality@egi.eu EGI.eu Quality Team]
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| [[Category:EGI_ITSM]]
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The wiki is deprecated and due to be decommissioned by the end of September 2022.