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EGI IT Service Management

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Template:ITSM menubar

Template:ITSM process menubar

Overview of EGI IT Service Management

What is 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. Service management that can cope with federated environments, such as EGI, often lack the hierarchy and formal agreements seen in other situations. is a client partner within the FedSM project, where the focus is on tailoring ITIL best practices within a federated environment such as EGI. The ITIL framework has already been mentioned in a variety of EGI documents and referenced as a strategic area for improving service management across EGI. ITIL is the most widely accepted approach to IT service management and the de facto standard for operating computer centres in the industrial sector providing a cohesive set of best practices, drawn from the public and private sectors internationally.

What is FitSM

FitSM is a lightweight standards family aimed at facilitating service management in IT service provision, including federated scenarios. The main goals of the FitSM family are:

  • Create a clear, pragmatic, lightweight and achievable standard that allows for effective IT service management (ITSM).
  • Provide a baseline level of ITSM than can act to support ‘management interoperability’ in federated environments where disparate or competing organisations must cooperate to manage services.
  • Give concrete support for ITSM implementation through assessment tools, guides, templates and samples.
  • Offer a version of ITSM that can cope with federated environments, which often lack the hierarchy and level of control seen in other situations, as well as other sectors where ITSM is less well accepted.

The FitSM family helps service providers to manage their services in a more consistent, controlled and repeatable way. This supports improvement of your services and sustainable operation.

FitSM provides a simple access point to ITSM implementation, which provides benefits in itself and is also compatible with major international approaches such as the ITIL best practice framework and the ISO/IEC 20000 international standard for ITSM. As such FitSM support later migration to these more heavyweight approaches.

The components of the FitSM standard are freely available from Training and personal certification (based on certification from TÜV SÜD) is also available. Free training and certification is offered through the European Commission funded FedSM project (

Objective of ITSM

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

In the first phase of ITSM implementation, EGI focused on 7 of the 14 total processes outlined by the FitSM-1:2013 standard, which is then be expanded to the others. The rationale for those selected is based on the processes that others depend and to balance the effort required to implement ITSM processes overall. The processes are planned to be applied to all services defined in the Service Catalogue starting first with Federated Operations.

More specifically, the first processes for detailing individual activities, processes and procedures will be with Service Portfolio Management, Service Level Management, and Customer Relationship Management.

It was understood that has processes mature, ITSM implementation will focus on the service that will have the most impact, such as looking at CRM for the Federated Cloud.

The self-assessment was conducted for the first 7 processes in 2013. During the annual review of the self-assessment, the first 7 processes were updated, and an initial asssement was done for the final 7, providing a clear picture and focus areas for improvement of all 14 processs.

General Requirements

General requirements for EGI's service management system can be found here. 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, is 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 Yannick Legré
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) Yannick Legré
Service Reporting Management SRM Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making Yannick Legré
Service Continuity & Availability Management SCAM Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations Yannick Legré
Capacity Management CAPM Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements Yannick Legré
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 Yannick Legré
Customer Relationship Management CRM Establish and maintain a good relationship with customers receiving services Yannick Legré
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 Yannick Legré
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
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
Configuration Management CONFM Provide and maintain a logical model of all configuration items and their relationships and dependencies Tiziana Ferrari
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
Continual Service Improvement Management CSI Identify, prioritise, plan, implement and review improvements to services and service management Tiziana Ferrari


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

For general questions contact Strategy and Policy Team