Difference between revisions of "VT EGI Pay-for-Use Service Management"
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Pay-for-Use Services
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This page should contain all aspects of Service Management regarding pay-for-use services. | This page should contain all aspects of Service Management regarding pay-for-use services. | ||
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Current [https://wiki.egi.eu/wiki/EGI_ITSM EGI ITSM] should be first considered as a foundation. | Current [https://wiki.egi.eu/wiki/EGI_ITSM EGI ITSM] should be first considered as a foundation. | ||
= Pay-for-Use Services | = Pay-for-Use Services<br> = | ||
'''Service:''' A way to provide value to a user/customer through bringing about results that they want to achieve. | |||
*''Note:'' Services provide value alone (unlike the components they are made up of). For instance, for a hotel customer the room cleaning is not a service as it provides value only if you are using the larger service of staying in the hotel. | |||
'''Service Component:''' Technical or non-technical element that helps make up a service. | |||
(to be refined) | *''Note:'' A component may be a computer, a physical location, an authentication system or any other component which underlies a service, but does not create value for a customer/user alone and is therefore not a service by itself.<br> | ||
''<span style="line-height: 1.5em;">(Defintions from </span>''<span style="line-height: 1.5em;">[http://www.fedsm.eu/sites/default/files/FitSM-0-2013.pdf ''FitSM-0'']</span>''<span style="line-height: 1.5em;">)</span>'' | |||
<span style="line-height: 1.5em;">List of all services that will be available on a payment basis:</span> | |||
(to be refined) | |||
*CPU | *CPU | ||
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To develop information for inclusion in the Service Portfolio (for eventual inclusion in Service Catalogue once live) | To develop information for inclusion in the Service Portfolio (for eventual inclusion in Service Catalogue once live) | ||
*Service Name: General description; User of the service | *'''Service Name:''' General description; User of the service | ||
*Service management information: Service Owner; Contact information; Service Status; Service Area / Category; Service agreements | *'''Service management information: '''Service Owner; Contact information; Service Status; Service Area / Category; Service agreements | ||
*Detailed makeup: Core Service building blocks (components, activities etc); Additional Service building blocks (components, activities etc); Service packages; Dependencies | *'''Detailed makeup: '''Core Service building blocks (components, activities etc); Additional Service building blocks (components, activities etc); Service packages; Dependencies | ||
*Business Case: Cost to provide; Funding source; Price; Value to customer; Risks; Competitors | *'''Business Case: '''Cost to provide; Funding source; Price; Value to customer; Risks; Competitors | ||
<br> | |||
= Agreements = | = Agreements = | ||
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= Processes and Procedures = | = Processes and Procedures = | ||
*Service Level Management: Define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs) | *'''Service Level Management: '''Define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs). | ||
*Service Reporting Management: Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making | *'''Service Reporting Management: '''Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making. | ||
*Service Continuity Availability Management: Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations | *'''Service Continuity Availability Management:''' Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations | ||
*Capacity Management: Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements | *'''Capacity Management: '''Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements. | ||
*Information Security Management: 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 | *'''Information Security Management:''' 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. | ||
*Customer Relationship Management: Establish and maintain a good relationship with customers receiving services | *'''Customer Relationship Management: '''Establish and maintain a good relationship with customers receiving services. | ||
*Supplier Relationship Management: Establish and maintain a healthy relationship with suppliers supporting the service provider in delivering services to customers, and to maintain contracts with suppliers | *'''Supplier Relationship Management: '''Establish and maintain a healthy relationship with suppliers supporting the service provider in delivering services to customers, and to maintain contracts with suppliers. | ||
*Incident & Service Request Management: Restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests | *'''Incident & Service Request Management: '''Restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests. | ||
*Problem Management: 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 | *'''Problem Management:''' 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. | ||
*Configuration Management: Provide and maintain a logical model of all configuration items and their relationships and dependencies | *'''Configuration Management: '''Provide and maintain a logical model of all configuration items and their relationships and dependencies. | ||
*Change Management: 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 | *'''Change Management: '''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. | ||
*Release & Deployment Management: Bundle changes to one or more configuration items into releases, so that these changes can be tested and deployed to the live environment together | *'''Release & Deployment Management:''' Bundle changes to one or more configuration items into releases, so that these changes can be tested and deployed to the live environment together. | ||
*Continual Service Improvement Management | *'''Continual Service Improvement Management:''' Identify, prioritise, plan, implement and review improvements to services and service management. |
Latest revision as of 13:40, 19 June 2015
EGI Activity groups | Special Interest groups | Policy groups | Virtual teams | Distributed Competence Centres |
EGI Virtual teams: | Main • | Active Projects • | Closed Projects • | Guidelines |
Pay-For-Use menu: | Home • | Processes/Instructions • | Service/Price Overview • | Service Management • | Legal/Policy • | Actions • | Meetings • |
This page should contain all aspects of Service Management regarding pay-for-use services.
Current EGI ITSM should be first considered as a foundation.
Pay-for-Use Services
Service: A way to provide value to a user/customer through bringing about results that they want to achieve.
- Note: Services provide value alone (unlike the components they are made up of). For instance, for a hotel customer the room cleaning is not a service as it provides value only if you are using the larger service of staying in the hotel.
Service Component: Technical or non-technical element that helps make up a service.
- Note: A component may be a computer, a physical location, an authentication system or any other component which underlies a service, but does not create value for a customer/user alone and is therefore not a service by itself.
(Defintions from FitSM-0)
List of all services that will be available on a payment basis:
(to be refined)
- CPU
- GPU
- Storage
- Cloud
To develop information for inclusion in the Service Portfolio (for eventual inclusion in Service Catalogue once live)
- Service Name: General description; User of the service
- Service management information: Service Owner; Contact information; Service Status; Service Area / Category; Service agreements
- Detailed makeup: Core Service building blocks (components, activities etc); Additional Service building blocks (components, activities etc); Service packages; Dependencies
- Business Case: Cost to provide; Funding source; Price; Value to customer; Risks; Competitors
Agreements
- SLAs
- OLAs
- Contracts
- ...
Processes and Procedures
- Service Level Management: Define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs).
- Service Reporting Management: Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making.
- Service Continuity Availability Management: Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations
- Capacity Management: Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements.
- Information Security Management: 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.
- Customer Relationship Management: Establish and maintain a good relationship with customers receiving services.
- Supplier Relationship Management: Establish and maintain a healthy relationship with suppliers supporting the service provider in delivering services to customers, and to maintain contracts with suppliers.
- Incident & Service Request Management: Restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests.
- Problem Management: 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.
- Configuration Management: Provide and maintain a logical model of all configuration items and their relationships and dependencies.
- Change Management: 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.
- Release & Deployment Management: Bundle changes to one or more configuration items into releases, so that these changes can be tested and deployed to the live environment together.
- Continual Service Improvement Management: Identify, prioritise, plan, implement and review improvements to services and service management.