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Service Management Framework and Principles of Engagement, Sy Holsinger

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Service Management Framework and Principles of Engagement, Sy Holsinger (EOSC hub week, Malaga, 16 - 20 April 2018)

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Service Management Framework and Principles of Engagement, Sy Holsinger

  1. 1. Service Management Framework and Principles of Engagement EOSC-hub Week 16 Apr 2018 – Malaga Sy Holsinger, EGI Foundation www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 1
  2. 2. Content Outline Objectives of the EOSC SMF Approach taken Work to-date / State of play Framework Principles of Engagement Challenges and Open Questions www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 2
  3. 3. Objectives of SMF www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 3
  4. 4. Objectives The purpose of the EOSC Service Management Framework (SMF) is to: 1. Describe the implementation of IT Service Management (ITSM) principles, policies and structured processes of the European Open Science Cloud 2. Clarify the operational constituents, roles and responsibilities of the Service Providers to ensure a high quality of service delivery to the customers and their users www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 4
  5. 5. Basically need to make sense of this www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 5
  6. 6. Approach Taken www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 6
  7. 7. What is Service Management? Systematic approach to professionally plan, deliver, operate and control services Defines, establishes and maintains policies, processes and procedures through assigned roles and responsibilities Focuses on the provision of high quality IT services that meet customers' and users’ expectations www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 7 People •Responsibilities •Skills •Awareness Processes •Defined activities •Effectiveness and repeatability Technology •Support people in their roles •Increase process effectiveness and efficiency
  8. 8. Approach taken Investigate existing service management frameworks in use in e- Infras & Research Infrastructures Initial survey focusing on existing e-Infrastructures & Research Infrastructures (EGI, EUDAT, PRACE, OpenAIRE, GEANT, ESFRIs, etc.) Produced an initial scoping document to facilitate discussions/feedback Build on existing work & concepts developed in the EOSCpilot Key reports: Principles of Engagement Draft Governance Framework For the European Open Science Cloud Initial EOSC Service Architecture and Service Portfolio Need to stabilize terminology (common glossary) & EOSC vision before we can produce a meaningful SMF Propose a service management framework for EOSC, including multiple scenarios/models, with pros/cons & cost/benefit analysis From distributed to centralised model www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 8
  9. 9. 9 Why FitSM? Standards family for lightweight IT service management Suitable for IT service providers of any type and scale Main design principle: Keep it simple! All FitSM parts are freely released under Creative Commons licenses FitSM is operated and managed by ITEMO (non-profit) Certification is provided through ICO-Cert www.fitsm.eu The development of FitSM was originally funded by the European Commission through an EC-FP7 project "FedSM“ 20 March 2018
  10. 10. 10 FitSM adoption: Research/Academia Organizations Federations *Non-exhaustive list 20 March 2018
  11. 11. Work to-date / State of play www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 11
  12. 12. Document Structure 1 Introduction 1.1 Background 1.2 Actors 2 Federation Models 2.1 Scenario 1: Service Promotion 2.2 Scenario 2: Semi Integration 2.3 Scenario 3: Full integration Example Cases for each 3 Service Management 3.1 Scope 3.2 Policies 3.3 Processes 3.3.1 FitSM Process Mapping 3.4 Service Management Plan A.3.4.1 Service Management Objectives A.3.4.2 Service Management Roles & Responsibilities A.3.4.3 Service Management Tools A.4 Service catalogue and service categories A.4.1 Inner Core Services A.4.2 Other EOSC Services Annex 1 Service Management Processes Descriptions Annex 2 Glossary Early Drafts / MissingBeing Reviewed
  13. 13. Scenario 1 Independent ITSM processes Mainly for service promotion Agree to EOSC RoE; Service Description template Scenario 2 Services that are partly relying upon components operated by other service providers, such as EOSC federating core services. ITSM focus is limited to strategic interfaces to ensure regular operation of the service(s) e.g. OLAs, incident handling and problem management of component dependencies) Scenario 3 Services being offered as part of EOSC supported services. Services that are fully integrated to the EOSC federating core services. All ITSMS processes are managed via the EOSC SMS e.g. services definition follow a structured approach, consumers of the services can request services directly via the EOSC Portal, incidents and changes are centrally managed Federation type Loose Tight Possible Scenarios Not one or the other Co-exist Service specific Multiple roles
  14. 14. Principles of Engagement Background This study aims to identify and propose a preliminary set of Principles of Engagement for Service Providers and Users in EOSC EOSCpilot Work packages and tasks involved: Joint effort of Governance (WP2-T2.3.1) and Service Demonstrators (WP5-T5.3) Complementarity with task on Governance (WP2) and Policy (WP3) Preliminary analysis and consultations (since May 2017) Analysis of 7 e-Infrastructures, 11 Research Infrastructures, 2 commercial cloud providers and scientific initiatives established on the basis of charters/codes of conduct. Stakeholders iterative consultations: 2nd EOSCpilot Governance Development Forum, Tallin (EE), Oct 2-3, 2017 EOSCpilot WP2 meeting, Brussels (BE), Oct 18-19, 2017 EOSC Stakeholder Forum, Brussels (BE), Nov 28-29, 2017 Piloting EOSC governance framework, Porto (PT), January 25, 2018 Current Draft Open for Comments https://docs.google.com/document/d/1MXOV8_kTzy8-wh9pK6ZEmzouvNqQs4Kr2ci_FDS568s/edit
  15. 15. Principles of Engagement For Service Providers For all EOSC service providers EOSC services shall be registered in the appropriate EOSC service catalogue Recommendations on EOSC catalogues: Task 6.2 for data registries for EOSC Task 5.3 for services To be registered the service must be described according to the appropriate EOSC service guidelines, which could include information such as the service availability, functionalities, maturity, support, terms of use and contractual framework. Rationale: Inclusiveness, transparency, and ease of access (through harmonised description of services)
  16. 16. Principles of Engagement Requirements Machine-readable metadata: All services must include machine readable metadata and be identifiable by means of a common and persistent identification. Minimal information should be provided to the appropriate catalogue to allow users to assess the service providers (e.g. quality indicators, FAIR indicators, licences, etc). Terms of Use/Access Policies: All EOSC services must have Terms of Use and/or Access policies displayed publicly online and/or via the EOSC Service catalogue(s). Accessibility: EOSC Service Providers must describe how they ensure accessibility and provide information in the appropriate service catalogue on, e.g. their metadata, APIs, standards, protocols, etc.. Portability: The legal and technical infrastructure should enable the portability of data and services. Service providers (e.g. tools service providers) should enable the deployment and execution of their service by users in compatible cloud instance. Access costs and charging model: Service providers may apply user charges/fees, which could vary by type of service, type of service provider and location of users. This information must be made clear to users online and via the appropriate EOSC service catalogue. Underlying costs could be indicated, e.g. for data-related services, service providers could indicate maintenance costs, curation, stewardship, etc. Quality of service: Service providers should conform to the quality guidelines that are being developed within EOSC. Services that provide “Excellence-based access” - where research groups are allocated resources based on competitive processes - should operate with transparent expert peer-review. Relation to users: Service providers must convey information on data management mechanisms they use to store-process- publish content. If applicable, service providers must publicly indicate if they provide the users with the means, and list them, to apply FAIR principles to research data. must publicly indicate if they offer the mechanisms, and list them, to ensure sustainability and reproducibility of data. must publicly disclose details on what data about users is collected and how the user statistics is tracked, managed and used for service improvement. must publicly indicate if they offer the mechanisms to apply data protection rules according to the General Data Protection Regulation, especially in terms of Data Protection by Design and Data Protection by default, using relevant shields and information. All services must be accompanied by corresponding support and training material and possibly a helpdesk.
  17. 17. EOSC and ITSM Processes www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 17 EOSC Services (portal; marketplace) EOSC Service Catalogue EOSC Internal Service Catalogue SPM, CRM, ISRM,… Internal to the individual provider SMS Framework proposed by EOSCpilot Managed by EOSC Integration SLM EOSC core services: e.g. AAI, accounting, monitoring, helpdesk Formal Service Portfolio Management Process SLM Principles of Engagement: e.g. follow the EOSC service description template; in the future EOSC values/principles compliance Lightweight central admin Out of scope of EOSC
  18. 18. EOSC SPM and SLM www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 18 EOSC Services (portal; marketplace) EOSC Service Catalogue EOSC Internal Service Catalogue SPM, CRM, ISRM,… Internal to the individual provider SMS Framework proposed by EOSCpilot Managed by EOSC Integration SLM EOSC core services: e.g. AAI, accounting, monitoring, helpdesk Formal Service Portfolio Management Process SLM Principles of Engagement: e.g. follow the EOSC service description template; in the future EOSC values/principles compliance Lightweight central admin Out of scope of EOSC Scenario 1
  19. 19. EOSC SPM and SLM www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 19 EOSC Services (portal; marketplace) EOSC Service Catalogue EOSC Internal Service Catalogue SPM, CRM, ISRM,… Internal to the individual provider SMS Framework proposed by EOSCpilot Managed by EOSC Integration SLM EOSC core services: e.g. AAI, accounting, monitoring, helpdesk Formal Service Portfolio Management Process SLM Principles of Engagement: e.g. follow the EOSC service description template; in the future EOSC values/principles compliance Lightweight central admin Out of scope of EOSC Scenario 2
  20. 20. EOSC SPM and SLM www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 20 EOSC Services (portal; marketplace) EOSC Service Catalogue EOSC Internal Service Catalogue SPM, CRM, ISRM,… Internal to the individual provider SMS Framework proposed by EOSCpilot Managed by EOSC Integration SLM EOSC core services: e.g. AAI, accounting, monitoring, helpdesk Formal Service Portfolio Management Process SLM Principles of Engagement: e.g. follow the EOSC service description template; in the future EOSC values/principles compliance Lightweight central admin Out of scope of EOSC Scenario 3
  21. 21. Basically need to make sense of this www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 21
  22. 22. Using ITSM to understand the scenario www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 22 Internal groups or federation members Operational level agreements (OLAs) Service A Service components Service level agreements (SLAs) Customer Suppliers Underpinning agreements (UAs) Service B Service C (IT) service provider Provider A Provider B
  23. 23. Challenges and Open Actions www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 23 Challenges EOSC includes so many actors, needs to be clear “Where” they see themselves “How” to participant Finding a balance between openness and flexibility with organization and assurance Working in parallel to many open topics E.g. Governance, future funding models Need to stabilize terminology (common glossary) Not everything provided by FitSM Open Actions SMF Report due June 2018 Full draft and summary presentation planned for 23-24 May F2F – Amsterdam Current draft: https://docs.google.com/document/d/1tJmNvbkChWTagEonUQzn_tqS47mwSrYLwttNDxSP8pI/edit# Coordination with EOSC-hub Conducting similar work with levels of integration with the project SMS
  24. 24. www.eoscpilot.eu The European Open Science Cloud for Research pilot project is funded by the European Commission, DG Research & Innovation under contract no. 739563 24 Thanks! Questions? sy.holsinger@egi.eu @syholsinger Main SMF editors: D. Lecarpentier (CSC) S. Holsinger (EGI.eu) M. Williams (GEANT) A. Lukkarinen (CSC) Main PoE editors: P. Kahlem (ELIXIR) R. Jimenez (ELIXIR) A. Smith (ELIXIR) D. Lecarpentier (CSC)
  • SalmaAntao

    Jul. 17, 2020

Service Management Framework and Principles of Engagement, Sy Holsinger (EOSC hub week, Malaga, 16 - 20 April 2018)

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