EGI Integrated Management System (EOSC hub week, Malaga, 16 - 20 April 2018)

1. www.egi.eu
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Senior Strategy and Policy Officer
EGI Integrated Management
System
Sy Holsinger

2. 24/18/2018
2010
• EGI
Foundation
Established
2012
• Joins FedSM
project
2013
•Publishes 1st
Service
Catalogue
2014
•1st Audit
against FitSM
requirements
2016
•Decision to go
for ISO 9k +
20k
Certification
Today
•Annual
internal and
external
audits
conducted
EGI Service Management
Brief History
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

3. 34/18/2018
EGI Services
Customers
Internal
External
Service
Types
IT
Non-IT
Provisioning
Model
Distributed
Centralized
Funding
Fees
Projects
…
Challenge
Making sense of a complex federated service delivery model with
diverse stakeholders, service types and revenue streams
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

4. 44/18/2018
EGI Service Portfolio
The list of services that EGI as a federation offers for research & innovation
Compute Storage and Data Training Applications
Cloud Compute
Cloud Container
Compute BETA
High-Throughput
Compute
Archive Storage
Data Transfer
FitSM Training
Training Infrastructure
Applications on
Demand BETA
Online Storage
Security
Check-in BETA
ISO 27001 Training
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

5. 54/18/2018
EGI Internal Service Portfolio
The list of services delivered internally to the EGI federation to enable the EGI
providers to work together
Coordination
Communications
Strategy and Policy
Development
Project
Management
and Planning
Operations and
Support
Technology
Community
IT Service Management
Security
Operations
Configuration
Database
Helpdesk
Validated Software and
Repository
Operational
Tools
Collaboration Tools
Service Monitoring
Accounting
Security
Check-in
Attribute Management
Marketplace BETA
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

6. 64/18/2018
Integrated Management System
Definition and Objectives
Integrated management system (IMS) is the framework of
policies, processes and procedures used by service providers to
ensure that it can fulfil all the tasks required to achieve its
objectives.
Objectives:
• Ensure systematic and professional operation and delivery of EGI
Foundation services.
• Plan, implement, monitor and continually improve all business
processes under the responsibility of EGI Foundation.
The IMS integrates all of the distributed organization's systems and
processes into one complete framework, enabling an
organization to work as a single unit with unified objectives.
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

7. 74/18/2018
Integrated Management System
3 Parts
Core Management System
• The management system implemented to plan,
implement, monitor and continually improve all
business processes under responsibility of EGI
Foundation.
General Service Management
• The management system implemented to deliver all
services covered by the service catalogue of EGI
Foundation.
IT Service Management
• The management system implemented to deliver all IT
services covered by the service catalogue of EGI
Foundation.
SMS in
FitSM
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

8. 84/18/2018
Integrated Management System
ISO Principles
Key quality
principles
Customer focus
Leadership
People involvement
Process approach
Systematic approach to management
Continual improvement
Factual approach to decision making
Mutually beneficial supplier relations
9001:2015
2000-1:2011
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

9. 94/18/2018
Integrated Management System
ISO 9k and ISO 20k
ISO 9001:2015
• Defines a set of requirements which indicate a certain general
level of professionalism, repeatability and adherence to the key
quality principles
• Covers all business processes including administration and
finance, human resources, quality management, risk management,
business relationships and continuous improvement.
ISO/IEC 20000-1:2011
• Defines requirements which indicate a high level of capability in
delivering “good IT-services” to customers
• Is an IT specialization of ISO 9000 designed to cover delivery of all
IT-related services
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

10. 104/18/2018
Integrated Management System
Processes
Process definition
Goals, requirements, metrics
Inputs, outputs, interfaces
Policies, Activities, Procedures
Roles and responsibilities
19 processes
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

11. 114/18/2018
Integrated Management System
Core processes
• The systematic and regular identification, assessment and treatment of risks of any type
Risk management
• Effective management of finance, business and office administration
Finance & administration
• Ensure effective management of human resources
Human resources
• Stakeholder management (including Council participants and funding agencies/policy makers), review the EGI Strategy
and its implementation
Business development & stakeholders
• Manage information security to ensure confidentiality, integrity and accessibility of relevant information assets
Information security management
• Identify, prioritize, plan, implement and review all improvements
Continual improvement
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

12. 124/18/2018
Integrated Management System
General processes
• Manage the service portfolio; alignment of new or changed services with organisation strategy
Service portfolio management
• Maintain a service catalogue; define, agree and monitor relevant agreements (SLA, OLA, UA)
Service level management
• Specify all service reports and ensure its production according to specifications in a timely manner to support
decision-making
Service reporting management
• Identify, record and analyse customer opportunities; manage service orders and maintain a good relationship with
customers
Customer relationship management
• Establish and maintain a healthy relations with suppliers supporting the services; ensure the required capacity and
monitor performance
Supplier & federated members relationship management
• Ensure effective management of budgeting, accounting for services
Budgeting & accounting management
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

13. 134/18/2018
Integrated Management System
IT processes
• Ensures sufficient capacities to meet agreed service levels and monitor performance requirements for services
Capacity management
• Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional
situations
Service availability & continuity management
• Restore normal / agreed service operation in case of an incident; respond to user service requests
Incident & service request management
• Investigate the root causes of (recurring) incidents in order to avoid future recurrence of incidents
Problem management
• Provide and maintain an information about logical model of service components and its configuration
Configuration management
• Ensure changes are planned, approved, implemented and reviewed in a controlled manner
Change management
• Manage releases, so that changes can be tested and deployed to the live environment
Release & deployment management
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

14. 144/18/2018
Integrated Management System
Confluence
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

15. 154/18/2018
Integrated Management System
Formal Certification
EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

16. 164/18/2018
Benefits
• Professionally brands EGI as certified service provider entity,
emphasising high quality and reliability of services (not just a project)
• Increases clarity on service offers and expectations between EGI
Foundation, its participants and ultimately our customers/users.
• Makes decision-making clearer between organizations and individual
teams.
• Provides a mechanism to capture innovation.
• Improves repeatability though standard processes, procedures and
agreements for managing the infrastructure efficiently and effectively.
• Facilitates knowledge and experience that can be reused by other e-
infrastructures through consultancy, audits, workshops and trainings.EGI IMS – EOSC-hub AHM
17 Apr 2018 - Malaga

17. www.egi.eu
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