Difference between revisions of "VT EGI Pay-for-Use Service Management"
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List of all services that will be available on a payment basis. | 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 Phase 2 | |||
*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 |
Revision as of 14:26, 27 February 2014
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
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 Phase 2
- 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