OPS-G Forum Maintenance Approach for Ground Data Systems Serge Moulin, Vicente Navarro, OPS-GI Mario Merri, OPS-GD

Roadmap Introduction OPS-GI & OPS-GD Background OPS-GI User Support & Maintenance OPS-GD User Support & Maintenance

Introduction

OPS-GI & OPS-GD Background

OPS-GI User Support & Maintenance

OPS-GD User Support & Maintenance

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

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

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

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 User Support & Maintenance

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

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

The Virtual Service Desk

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

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

Phase I Familiarisation and experimentation with ITIL

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

Process re-engineering

Efficiency

Repeatable

Documented

ITIL oriented

Reporting and Tracking

Metrics

Plans

Surveys

Tools

Adaptation of existing tools

Deployment of available tools

Progress so far – Tactic Solution (Results I)

Progress so far – Tactic Solution (Results II)

Progress so far – Tactic Solution (Results III)

Progress so far – Tactic Solution (Results IV) Effective outstanding SPRs  42

Phase II Assessment of OPS-GI/GD User Support & Maintenance current practices

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

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

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

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

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

Phase III New User Support & Maintenance Implementation

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

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

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

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

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

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

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

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

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

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

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 …

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

…

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

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

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

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

OPS-GD User Support & Maintenance

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

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

Current OPS-GD Maintenance Contracts Solution: Combined Maintenance in a common ITIL framework Some experience already available in OPS-GD (SIM Helpdesk, CoSCOS-1)

Solution: Combined Maintenance in a common ITIL framework

Some experience already available in OPS-GD (SIM Helpdesk, CoSCOS-1)

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

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

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

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

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

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

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