VT EGI Pay-for-Use Service Management

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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.