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Difference between revisions of "EGI IT Service Management"

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For individual processes please contact the process owner in the table above.  
For individual processes please contact the process owner in the table above.  

For general questions contact [ Strategy and Policy Team]  
For general questions contact [ Quality Team]  


Revision as of 16:46, 29 July 2015

Template:ITSM menubar

Template:ITSM process menubar

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 (

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.

Scope Statement

The ITSM processes are to be applied to all services defined in the Service Catalogue. 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 & 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.

-Approved by the Director and Operations Management Board on September 27, 2013-

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


For individual processes please contact the process owner in the table above.

For general questions contact Quality Team