Difference between revisions of "EGI IT Service Management"

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(Service Management Processes)
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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]
 
 
ITSM helps to answer following questions:
 
*What services should we offer and to whom?
 
*How do we differentiate ourselves from competing alternatives?
 
*How do we truly create value for our customers?
 
*How do we capture value for our stakeholders?
 
*How can we make a case for strategic investments?
 
*How should we define service quality?
 
*How do we choose between different paths for improving service quality?
 
*How do we efficiently allocate resources across a portfolio of services?
 
*How do we resolve conflicting demands for shared resources?
 
 
 
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].
 
 
 
= 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
 
| Peter Solagna
 
|-
 
| '''[[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
 
| Peter Solagna
 
|-
 
| '''[[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
 
| Sy Holsinger<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