OPS Forum Maintenance Approach for Ground Data Systems 25.11.2005
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OPS Forum Maintenance Approach for Ground Data Systems 25.11.2005

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OPS Forum Maintenance Approach for Ground Data Systems 25.11.2005 Presentation Transcript

  • 1. OPS-G Forum Maintenance Approach for Ground Data Systems Serge Moulin, Vicente Navarro, OPS-GI Mario Merri, OPS-GD
  • 2. Roadmap
    • Introduction
    • OPS-GI & OPS-GD Background
    • OPS-GI User Support & Maintenance
    • OPS-GD User Support & Maintenance
  • 3. OPS-GI & OPS-GD Background
    • In 2002 OPS-G reorganisation lead to the creation of:
      • Mission Data System Infrastructure Division (OPS-GD)
      • Data System Infrastructure Division (OPS-GI)
    • to federate the Ground Segment software development for the Missions and the Infrastructure under the two Divisions
    • With the aim:
      • To develop a unique system vision for the whole Ground Segment from the Infrastructure or the Mission point of view
      • To homogenise development approach, methodologies and technologies used
      • To benefit from better synergies
  • 4. ITIL – The Solution Enabler
    • ITIL (IT Infrastructure Library) is the worldwide de-facto standard for Service Management
    • It documents industry best practices
    • Started as Guide for UK Government Agencies, the framework has proved to be useful to organisation in all sectors (private & Public) has gained
    OPS-GI & OPS-GD decided to adopt ITIL framework in order to achieve the objectives of the Engineering Department reorganisation
  • 5. OPS-GI User Support & Maintenance
  • 6. Implementation Strategy Phase I ITIL Familiarisation and experimentation Phase II ITIL Assessment of current practices Phase III New User Support Approach Implementation 2003 2005 2006
  • 7. The Target Solution Maintenance MCS User Support Maintenance Release 1 Ground station Maintenance System 1 Ground station Maintenance System 2 User Support Maintenance Release N Simulator User Support Maintenance Release 1 Maintenance Release N Ground Segment Infrastructure User Support Service Contract MCS Maintenance Releases Simulator Maintenance Releases Ground Stations Maintenance Releases Service Desk MCS Support Simulator Support Ground Station Support Current Organisation
  • 8. The Virtual Service Desk
  • 9. Use Support vs Maintenance
    • User Support deals with all User requests, assists in solving Incidents, performs Problem Management for all reported problems and implements Emergency Fixes (only).
      • In ITIL terms it covers:
      • Service Desk
      • Incident Management
      • Problem Management
      • and for Critical & Urgent Problems:
      • Change Management
      • Release Management
    • Maintenance delivers planned maintenance releases which for efficiency and cost saving reasons are awarded to Frame Contractor by mean of competitive RFPs
  • 10. Phase I Familiarisation and experimentation with ITIL
  • 11. Progress so far – Tactic Solution
    • Process re-engineering
      • Efficiency
      • Repeatable
      • Documented
      • ITIL oriented
    • Reporting and Tracking
      • Metrics
      • Plans
      • Surveys
    • Tools
      • Adaptation of existing tools
      • Deployment of available tools
  • 12. Progress so far – Tactic Solution (Results I)
  • 13. Progress so far – Tactic Solution (Results II)
  • 14. Progress so far – Tactic Solution (Results III)
  • 15. Progress so far – Tactic Solution (Results IV) Effective outstanding SPRs  42
  • 16. Phase II Assessment of OPS-GI/GD User Support & Maintenance current practices
  • 17. Phase II – Assessment of Current Practices
    • Examine the maturity and the quality of the organisation’s IT Service Management processes from an ITIL perspective:
      • Analyse GI/GD approach to User Support & Maintenance in order to identify strengths and areas for improvement
      • Propose an action plan to address any identified areas for improvement
    • Assessment was performed during Q1, 2005 by FoxIT a UK based Consultant company specialised in ITIL by mean of interviews:
      • General (S. Moulin, M. Merri)
      • MCS/SIM I/F (S. Moulin, F. Affaitati)
      • Backend I/F (Y. Doat, G. Calzolari)
      • MCS/SIM Mission (M. Pignède, D. Verrier)
      • Customers (A. Rudolf, P. Ferri, KJ. Schultz)
      • CITI (J. Franks)
    • Prepare supporting documentation for OPS-GI new Ground Segment Infrastructure User Support service contract RFP
  • 18. Assessment Results Overview 37% - single point of contact for the users 47% - restore normal operation as quickly as possible with minimum disruption to the business 48% - minimize the adverse impact of Incidents and Problems on the business, and to prevent their recurrence 46% - ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes 10% - provides a logical model of the infrastructure or a service, by identifying, controlling, maintaining and verifying the versions of Configuration Items (CIs) in existence 66% - ensure that all aspects of a Release, both technical and non-technical, are considered together 54% - provide cost effective stewardship of the IT assets and the financial resources in providing IT Services 33% - maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service, in line with business or cost justification
  • 19. Main Findings & Recommendations
    • Too many Service Desks and too many tools
    • ITIL Incident, Problem, Change and Release Management ‘merged informally’ within SPR/SCR.
    • Use heterogeneous set of tools (e.g. eLog, ARTS, MS-Access)
    • No availability of long-term, across projects metrics and reports to enable continuous adaptability and improvement
    • Virtual Service Desk and common Service Desk Tool re-using Cockpit (CCC tool from Axios) but retaining required Mission focus (e.g. dedicated Mission telephone #)
    • Define common IM, PM, CM processes
    • Use a common Change Management tool (CMSynergy)
    • Identify proper KPIs and associated metrics
  • 20. Phase III New User Support & Maintenance Implementation
  • 21. New GSIUS Contract – Strategic Solution
    • Process re-engineering
      • Service Management Framework
      • Service Level Schedule
      • Fully ITIL oriented
    • Reporting and Tracking
      • Key Performance Indicators
    • Tools
      • Adaptation of existing tools
      • Deployment of available tools
      • Deployment of new tools
  • 22. New GSIUS Contract – Strategic Solution (SMFS)
    • Service Management Framework Schedule
      • GSIUS Managerial and Technical Framework
      • Cornerstone for a fully compliant ITIL approach
      • Definition of the Service Delivery Units (SDUs)
      • Builds on SDUs to create the GSIUS Cost Model
  • 23. New GSIUS Contract – Strategic Solution
    • Process re-engineering
      • Service Management Framework Schedule
      • Service Level Schedule
      • Fully ITIL oriented
    • Reporting and Tracking
      • Key Performance Indicators
    • Tools
      • Adaptation of existing tools
      • Deployment of available tools
      • Deployment of new tools
  • 24. New GSIUS Contract – Strategic Solution (SLS)
    • Service Level Schedule
      • Foundational Service Level Agreement (SLA)
      • Guarantees a common understanding between the provider and the consumer of the service
      • Defines specific and quantitative information concerning:
        • Service Managers  process ownership
        • Service availability
        • Service dimension
        • Service Targets
        • Conflict Resolution and escalation
        • Service Reporting
  • 25. New GSIUS Contract – Strategic Solution
    • Process re-engineering
      • Service Management Framework
      • Service Level Schedule
      • Full ITIL compliance
    • Reporting and Tracking
      • Key Performance Indicators
    • Tools
      • Adaptation of existing tools
      • Deployment of available tools
      • Deployment of new tools
  • 26. New GSIUS Contract – Strategic Solution (KPIs)
    • Key Performance Indicators
      • Service Quality
        • Percentage of repeated incidents
        • Percentage of wrongly diagnosed problems
      • Service Targets
        • Percentage of problems fulfilling PM within target time
        • Average time to fulfill PM
      • Service Dimension
        • New Problems planned vs actual percentage deviation
        • Number of new problems by criticality AND urgency
      • Service Improvement
        • Percentage average time reduction to perform PM
  • 27. New GSIUS Contract – Strategic Solution
    • Process re-engineering
      • Service Management Framework
      • Service Level Schedule
      • Fully ITIL oriented
    • Reporting and Tracking
      • Key Performance Indicators
    • Tools
      • Adaptation of existing tools
      • Deployment of available tools
      • Deployment of new tools
  • 28. GSIUS Contract Status and Next Steps
    • GSIUS Negotiation is on-going
    • Kick Off expected December 2005
    • Support team will be located off site
    • Applications will be phased in progressively over a 6 months period
    • Missions will be phased in incrementally to reduce risk
    • Fine tuning of the Service Dimensions will certainly occur during the 1st year of the contract
    • Additional Services may be added to Service Desk in the coming months or years
  • 29. OPS-GD User Support & Maintenance
  • 30. Why Change Maintenance Approach in OPS-GD?
    • Historically inherited an inhomogeneous situation
      • MCS vs. SIM, … but also MCS vs. MCS and SIM vs. SIM
      • Different contractual set ups
      • Different tools and procedures for each contract
      • Old-fashioned approach – not service oriented
    • Difficult to improve
      • Little synergy among maintenance contracts
      • Little collection of statistics and room for improvement
  • 31. Current OPS-GD Maintenance Contracts
    • Solution: Combined Maintenance in a common ITIL framework
      • Some experience already available in OPS-GD (SIM Helpdesk, CoSCOS-1)
  • 32. OPS-GD “Combined” Maintenance Objectives
    • Reduce cost and increase efficiency
      • Combine projects as to have sufficient critical mass to efficiently support relevant commonality (e.g. SCOS-1, EEMCS Kernel, SIM, VAX)
        • Allows the Contractor to pool resources in a larger team
        • Reduces contractual administrative overhead
        • Better adjust to workload conditions on different mission data systems
      • Use same approach, tools and procedures as OPS-GI and OPS-ON
    • Improve Customer satisfaction
      • Reduce cost to customer (see above)
      • Provide a clear “price versus service” scheme for full cost visibility
      • Maintain strong mission-specific expertise
      • Share knowledge across missions and infrastructure via common tools
      • Allow possibility to flexibly modify dynamically the quality of the service provided (e.g. for support of eclipse season, comet encounter,…)
    • Improve Quality of Service
      • Put in place continuous service improvement programme
      • Collect Key Performance Indicators to measure the services provided
    • Extend combined maintenance contract with new-coming missions
      • Requires Cost model driven approach
  • 33. Present and Future of OPS-GD Maintenance Service Desk Maintenance Support Present MCS 1 Maintenance MCS 1 MCS 2 Maintenance MCS 2 SIMs Combined SIM Maintenance SIM Helpdesk Maintenance SIM 1 CoSCOS-1 Maintenance MCS SCOS-1 Family User Support Maintenance MCS 1, 2, 3 Maintenance MCS 4, 5, 6 Maintenance SIM 1,2,…,6 Virtual Service Desk MISSION Family 1 Future SIMs MISSION Family n Maintenance SIM 1,2,…,6 Virtual Service Desk Maintenance MCS 1, 2,…,6 Virtual Service Desk Maintenance MCS/SIM 1, 2,…,6
  • 34. What’s Next in OPS-GD
    • Team up with OPS-GI to finalise the new maintenance framework
      • Support initial phase of new User Support contract
      • Configure the common tools
      • Set up common processes and procedures
      • “ Tune” the systems to GD needs
    • Prepare for new maintenance scheme
      • Define requirements for SoW in agreement with Users
      • Define cost models
      • Define plan for all missions to phase-in to new contract(s), avoiding “big-bang” approach. Pilot projects:
        • SIM Combined Maintenance
        • MCS Observatory Mission Combined Maintenance (XMM MOC + XMM SOC + INTEGRAL MOC)
      • Train GD staff and Users on ITIL in GD maintenance context
    • Next steps
      • SIM Combined Maintenance SoW in preparation (Mar 06)
      • MCS Observatory Mission Combined Maintenance SoW in preparation (Jun 06)
      • Earth Explorer combined maintenance postponed due to Cryosat launch failure
  • 35. Summary
    • Selected common service oriented approach based on ITIL framework
    • Harmonised approach to maintenance across OPS-GD, OPS-GI
    • Harmonised Service Desk tool across OPS-G and OPS-ON
    • OPS-GI: one single User Support contract + several tendered maintenance contracts
    • OPS-GD: One SIMs contract + several MCS contracts, one for each mission family
    • New approach: Experience will lead to adjustments and fine tuning