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.
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)
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
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.