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Lightweight Service Management for Research
Infrastructures: FitSMApproach
Presenter: Sy Holsinger (EGI Foundation)
Host:Vera Matser (EMBL-EBI)
06/02/2018Webinar: FitSM 1
CORBEL Webinar Series
http://www.corbel-project.eu/webinars
07/02/2018 2
This webinar is being recorded
Webinar: FitSM
AUDIENCE Q&A SESSION
07/02/2018 3
Please write your
questions in the
questions window of
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application
Webinar: FitSM
BACKGROUND
4
Since 2015, thirteen ESFRI Research Infrastructures from the field
of BioMedical Science (BMS RI) joined their scientific capabilities
and services to transform the understanding of biological
mechanisms and accelerate its translation into medical care.
• biobanking & biomolecular
resources
• curated databases
• marine model organisms
• systems biology
• translational research
• functional genomics
• screening & medicinal
chemistry
• microorganisms
• clinical trials
• structural biology
• biological/medical imaging• plant phenotyping
• highly pathogenic
microorganisms
CORBEL MISSION
5
Modern biological and biomedical research involves complex
projects and a variety of different technologies.
Some of the most important discoveries are made at the
interface between different disciplines.
CORBEL will harmonise access and services for complex
research projects involving more than one RI that offer:
• biological and medical technologies
• biological samples and
• data services
Webinar: FitSM 07/02/2018
TODAY’S PRESENTER
07/02/2018 6
Sy Holsinger is currently a Senior Policy and
Strategy Officer at the EGI Foundation
working on sustainability planning, business
model development, market analysis and IT
service management implementation.
Sy studied Business Communications and
Management in the U.S. focusing on project,
financial and business management,
marketing and communications.
He has been involved in several EU-funded projects over the last 10
years covering both management and support roles. He is a
certified FitSM Expert, Auditor (ISO 19011) and AccreditedTrainer.
Webinar: FitSM
EOSC-hub receives funding from the European Union’s Horizon 2020 research and innovation
programme under grant agreement No. 777536.
Webinar
Lightweight Service Management for
Research Infrastructures: FitSM Approach
CORBEL, 6 Feb 2018
Sy Holsinger, EGI Foundation
Senior Strategy and Policy Officer
8
Content Outline
• Intro to IT Service Management
Incl. rationale for research
• History and overview of FitSM
Incl. examples of adoption in research/academia
• Training opportunities
• Open Discussion/Q&A
6 Feb 2018, GoToWebinar
9
Online Poll
• Getting to know the audience
1. What type of organisation do you represent?
2. How many are aware of FitSM or have experience
with other approaches e.g. ITIL, ISO20k, ISO27k?
6 Feb 2018, GoToWebinar
10
Intro to ITSM
6 Feb 2018, GoToWebinar
11
IT Service Management
• Why IT service management (ITSM)?
• About 80% of all IT service outages originate from
"people and process issues"
• Duration of outages and degradations
significantly dependent on non-technical factors
• IT service management
• Focuses on the provision of high quality IT
services that meet customers' and users’
expectations
• Defines, establishes and maintains service
management processes through assigned roles
and responsibilities
Reasons for service outages
[Gartner]
6 Feb 2018, GoToWebinar
12
IT Service Management……in Research
• Shift in expected results
FP7 -> H2020 = Publications -> Services
Focus on Sustainability!
• Increased customer expectations
Commoditization of digital services
XaaS (Anything as a Service) now commonplace
• Lack of skills
Limited to no formal training in how to
professionally plan, deliver, operate and control
IT services
We are now
service providers?
6 Feb 2018, GoToWebinar
13
ITSM Success Factors
People
• Responsibilities
• Skills
• Awareness
Processes
• Defined activities
• Effectiveness and
repeatability
Technology
• Support people in
their roles
• Increase process
effectiveness and
efficiency
Typical tools for
service management:
• Workflow support
tool
• (Trouble) ticket
tool
• Wiki
• Excel sheets
• Word templates
• …
Typical service
management processes:
• Service portfolio
management
• Service level
management
• Incident management
• Change management
• Capacity management
• Information security
management
• …
6 Feb 2018, GoToWebinar
14
What is a process?
• 3 basic facts about IT service management processes:
• ITSM processes support the delivery of IT services
• To provide one IT service to a customer, often several processes are
needed
• An IT service being successfully delivered is the result from many
processes successfully operating and interacting
Definition following FitSM-0:
Process:
Set of activities that bring about a specific objective or set of results from a set of
defined inputs.
6 Feb 2018, GoToWebinar
15
What comprises a process?
Goal(s), objectives
Clearly defined inputs, triggers and
outputs
Set of interrelated activities
Roles and responsibilities
6 Feb 2018, GoToWebinar
16
Roles and Responsibilities (People)
• SMS owner (x1)
• SMS manager (x1)
• Process owner (optional; x1 per process)
• Process manager (x1 per process)
• Case owner (x1 per case – e.g. SLA, incident)
• Member of process staff
• Service owner (x1 per service)
• (Internal) ITSM consultant
• (Internal) ITSM auditor
Process owner
Process
manager
Process
staff member
1
1..*
1
1..*
6 Feb 2018, GoToWebinar
17
Tools (Technology)
• Ticket tool
• e.g. GGUS, JIRA, RT
• Wiki
• e.g. Confluence, Wikimedia
• Templates
• e.g. Word docs, Excel,
Google Apps, Forms
6 Feb 2018, GoToWebinar
18
History and Overview of FitSM
6 Feb 2018, GoToWebinar
19
History of the FitSM standard
2012
2013
2015
2017
Creation of FitSM
- Realization of market gap for
lightweight approach
- Formalised standard and training
certification scheme
FedSM Project starts (FP7)
- Initial Goal: Help e-
Infrastructures increase
professional service delivery (Client
partners: EGI, CSC, PLGrid)
Commercialization (FedSM ends -
Sept)
- Established ITEMO (non-profit to
host FitSM license and maintain
standard)
- Contract Negotiation with
Certification Authority (TUV SUD)
- Accreditation of training
organisations
Sustainability
- ~1000 certificates awarded
- 15+ Accredited Training
Organisations
- New certification authority (ICO-
Cert)
6 Feb 2018, GoToWebinar
20
FitSM adoption: Research/Academia
6 Feb 2018, GoToWebinar
Organizations Federations
*Non-exhaustive list
21
What is 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“
6 Feb 2018, GoToWebinar
22
Accessible
6 Feb 2018, GoToWebinar
23
FitSM Standard Family and Licenses
FitSM-1
Requirements
FitSM-2
Objectives and activities
FitSM-3
Role model
FitSM-5
Selected
implementation guides
FitSM-0
Overview & vocabulary
FitSM-4
Selected templates and
samples
FitSM-6
Maturity and capability
assessment scheme
Implementation aids
Core Standard
NormativeInformational
6 Feb 2018, GoToWebinar
24
FitSM Process Model
Continual Service Improvement
Service Portfolio Management
Service Level Management
Service Reporting
Capacity Management
Information Security Management
Customer Relationship Mgmt
Supplier Relationship Management
Incident and Service Request Mgmt
Problem Management
Configuration Management
Change Management
Release and Deployment Mgmt
ServiceAvailability and Continuity Management
More strategic
More operational
Most strategic
Core management
processes for any
IT service
6 Feb 2018, GoToWebinar
25
FitSM Logic
6 Feb 2018, GoToWebinar
26
FitSM-1: Requirements
• FitSM-1 defines 85 requirements that should be fulfilled by an
organisation (or federation) offering IT services to customers
• Compliance with the 85 requirements can be regarded as a
"proof of effectiveness"
• The 85 requirements are structured as follows:
• 16 general requirements (GR)
• 69 process-specific requirements (PR)
– Consideration of the 14 IT service management processes from the
FitSM process model
– Between 2 and 8 requirements per process
6 Feb 2018, GoToWebinar
27
Common language and
organizational support
6 Feb 2018, GoToWebinar
28
FitSM-0: Overview and Vocabulary
• FitSM-0 defines 70 important terms from the IT service
management context
• In alphabetical order:
– Accessibility of information
– Activity
– Assessment
– Audit
– Availability
– Capability
– Capacity
– Change
– Classification
– Closure
– Competence
– Compliance
– Confidentiality of information
– Configuration baseline
– Configuration item (CI)
– Configuration management
database (CMDB)
– Continuity
– Customer
– Document
– Effectiveness
– Efficiency
– Escalation
– Federation member
– Federator
– Incident
– Information security
– Information security control
– Information security event
– Information security incident
– Integrity of information
– IT service
– IT service management (ITSM)
– Key performance indicator (KPI)
– Known error
– Management system
– Maturity
– Nonconformity
– Operational level agreement
(OLA)
– Operational target
– Policy
– Post implementation review
– Priority
– Problem
– Procedure
– Process
– Record
– Release
– Request for change
– Risk
– Role
– Service
– Service acceptance criteria
(SAC)
– Service catalogue
– Service component
– Service design and transition
package
– Service level agreement (SLA)
– Service management
– Service management plan
– Service management system
(SMS)
– Service portfolio
– Service provider
– Service report
– Service request
– Service target
– Supplier
– Top management
– Underpinning agreement (UA)
– Underpinning contract (UC)
– User
– Value
6 Feb 2018, GoToWebinar
29
Key concepts: Service vs. Service Component
• A service usually provides value when taken on its own – unlike the
specific service components they are composed of composed of
different service components, which may:
• Enable the service (enabling service components)
– What the customer has asked to be provided
• Enhance the service (enhancing service components)
– Added to make the service more attractive to the customer
Customer
Service
6 Feb 2018, GoToWebinar
30
Key concepts: Service Portfolio vs. Service Catalogue
• The service portfolio is the basis for the service catalogue
Customer
6 Feb 2018, GoToWebinar
31
Key concepts: SLA vs. OLA
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
6 Feb 2018, GoToWebinar
32
Compatible with existing
standards/frameworks
6 Feb 2018, GoToWebinar
33
Third way for ITSM
‘Full’ commercial ITSM
No/little formal ITSM
FitSM Solution
• More achievable
• More suitable
• Path to ‘full’ ITSM
• Freely available
ISO/IEC 20000
6 Feb 2018, GoToWebinar
34
Related standard and frameworks
6 Feb 2018, GoToWebinar
ITIL
COBIT
ISO 9000
CMMI
Software engineering
maturity model
IT service management
standard / framework
Quality management
standard
adoption of concepts
Legend
ISO/IEC 27000 ISO/IEC 20000
FitSM
ISO 15504
Information security
management standard
35
ITIL, ISO/IEC 20000, COBIT
6 Feb 2018, GoToWebinar
ISO/IEC 20000
IT Infrastructure Library (ITIL)
• Number of books with "good practice"
in IT Service Management
• Slogan: "the key to managing IT
services"
• Descriptions of key principles, concepts
and processes in ITSM
• Popular and wide-spread
framework
• Not a "real" standard, but
often regarded to as "de-facto
standard"
• 5 books released by the
British Cabinet Office
ISO/IEC 20000
• International standard for managing
and delivering IT services
• Requirements for a service
management system (SMS)
• Developed by a joint
committee (JTC) of ISO and IEC
• Based on ITIL, BS 15000
• Auditable, certifiable
Control Objectives for Information and
Related Technologies (COBIT)
• Framework for governance and
management of enterprise IT
• Developed by ISACA
• can be combined with ITIL
and ISO/IEC 20000
36
ISO 9000, ISO/IEC 27000, CMMI
6 Feb 2018, GoToWebinar
ISO/IEC 27000
ISO 9000
• International standard for quality
management
• Quality management principles
• Requirements for a quality
management system
• Applicable to all organizations
and branches
• Auditable, certifiable
• Several documents
ISO/IEC 27000
• International standard for information
security management
• Requirements for an information
security management system (ISMS)
• More than 100 security controls
• Applicable to all organizations
and branches
• Auditable, certifiable
• Based on BS 7799
• Auditable, certifiable
• Several documents
Capability Maturity Model Integration
• Maturity and capability model
• Organizational maturity assessment
• Developed by SEI (Software
Engineering Institute),
Carnegie Mellon University
ISO 9000
37
Lightweight compared!
6 Feb 2018, GoToWebinar
ITIL (good practices)
• About 2,000 pages (5 core books)
• No requirements
ISO/IEC 20000
• 136 pages (3 core
documents)
• 26 pages of
requirements (part 1)
FitSM
• 38 pages (4 core
documents)
• 9 pages of
requirements (part 1)
FitSM and ISO/IEC 2000 Processes
Service Portfolio Management
Service Level Management
Service Reporting
Capacity Management
Information Security Management
Customer Relationship Mgmt
Supplier Relationship Management
Incident and Service Request Mgmt
Problem Management
Configuration Management
Change Management
Release and Deployment Management
Continual Service Improvement
ServiceAvailability and Continuity Management
FitSM
ISO/IEC20000
Business Relationship Mgmt
Budget & Accounting
(Design and transition of new or changed
services)
(Maintain and improve the SMS)
386 Feb 2018, GoToWebinar
39
Training and Certification Scheme
6 Feb 2018, GoToWebinar
40
FitSM Training and Certification Programme
Foundation Level
Foundation training in IT service management
Advanced Level
Expert Level
Expert training in IT service
management
Advanced training in
service planning and delivery
Advanced training in
service operation and control
1 day
2 days2 days
2 days
6 Feb 2018, GoToWebinar
Expert Level
Expert Bridge
2 days ITIL Expert, ISO/IEC
20000 consultant
and auditor
41
FitSM Foundation Training Topics
• IT Service Management
• Introduction, Terms & Concepts
• The FitSM Standards Family
• Background and overview of FitSM standard
• General aspects and requirements
• Process model and requirements
• Benefits, Risks & Challenges of Implementing IT Service
Management
• Related Standards & Frameworks
• Exam
• 20 multiple choice questions; 65% to pass
6 Feb 2018, GoToWebinar
42
FitSM Advanced SPD Training Topics
• Repeat the most important Foundation knowledge
• Dive deeper into
• General aspects of “implementing” ITSM
– Top management; Documentation; Scope; Continual Improvement
• 8 processes related to service planning and delivery
– Service Portfolio; Service Level; Service Reporting; Service Availability and
Continuity; Capacity; Information Security, Customer and Supplier Relationship
Management
– Process set-up and running; roles and responsibilities; interfaces; critical
success factors and KPIs
• Exam
• 30 multiple choice questions; 70% to pass
6 Feb 2018, GoToWebinar
43
FitSM Advanced SOC Training Topics
• Repeat the most important Foundation knowledge
• Dive deeper into
• General aspects of “implementing” ITSM
– Top management; Documentation; Scope; Continual Improvement
• 6 processes related to service operation and control
– Incident and Service Request; Problem; Configuration; Change; Release and
Deployment Mgmt.; Continual Service Improvement
– Process set-up and running; roles and responsibilities; interfaces; critical
success factors and KPIs
• Exam
• 30 multiple choice questions; 70% to pass
6 Feb 2018, GoToWebinar
44
FitSM Expert Training Topics
• ITSM-related frameworks and standards
• ITIL, COBIT, ISO 9000, ISO2000, ISO 27000
• Understanding the organizational context of delivering and
managing services
• Leadership and governance
• Effective polices and communication; Governance; Managing Risk
• Planning and implementing ITSM
• Plans; Roles; Training and awareness; Organizational Change
• Monitoring, reviewing and improving ITSM
• Conformity, effectiveness, and efficiency; KPIs; Auditing; Capability and
maturity assessments; Management reviews
• Exam
• 30 questions (6 T/F each); 75% to pass (135 pts out of 180)
6 Feb 2018, GoToWebinar
45
EGI FitSM Training Offers
6 Feb 2018, GoToWebinar
46
EGI FitSM Training Types
• In-House Training
• Held within requesting institution premises at a mutually agreed
time/place
• Cost effective when needing several individuals to be trained
• More info: https://www.egi.eu/services/fitsm-training/in-house-training/
• Open Registration Training
• Individuals to attend a pre-determined location and date (e.g.
Amsterdam)
• More info: https://www.egi.eu/services/fitsm-training/calendar/
• EOSC-hub Project
• Offering free courses for project members, initial focus on Foundation
• More info (coming): http://www.eosc-hub.eu/
6 Feb 2018, GoToWebinar
47
EGI FitSM In-House Training Prices
6 Feb 2018, GoToWebinar
48
EGI FitSM Open Training Prices
6 Feb 2018, GoToWebinar
49
Online Poll
• Gauging interest
3. Would you be interested in attending a formal
FitSM training?
6 Feb 2018, GoToWebinar
 If so, please also follow-up via email in order to better understand
potential timeframes, locations and funding mechanisms
• Sy Holsinger: training@egi.eu
• Vera Matser: matser@ebi.ac.uk
EOSC-hub receives funding from the European Union’s Horizon 2020 research and innovation
programme under grant agreement No. 777536.
Thanks!
Discussion/Q&A
sy.holsinger@egi.eu
@syholsinger
@FitSM_Standard
@EOSC_eu
CORBEL, 6 Feb 2018
NEXT WEBINAR
06/02/2018Webinar: FitSM 51
Title: Data sharing and reuse from clinical trials: principles and
recommendations
Speaker: Christian Ohmann, Rita Banzi, Steven Canham
(ECRIN-ERIC)
Date:Tue 27th February, 2018
Time: 15:30 CET
Registration and details
http://www.corbel-project.eu/webinars

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CORBEL FitSM webinar slides

  • 1. Lightweight Service Management for Research Infrastructures: FitSMApproach Presenter: Sy Holsinger (EGI Foundation) Host:Vera Matser (EMBL-EBI) 06/02/2018Webinar: FitSM 1 CORBEL Webinar Series http://www.corbel-project.eu/webinars
  • 2. 07/02/2018 2 This webinar is being recorded Webinar: FitSM
  • 3. AUDIENCE Q&A SESSION 07/02/2018 3 Please write your questions in the questions window of the GoToWebinar application Webinar: FitSM
  • 4. BACKGROUND 4 Since 2015, thirteen ESFRI Research Infrastructures from the field of BioMedical Science (BMS RI) joined their scientific capabilities and services to transform the understanding of biological mechanisms and accelerate its translation into medical care. • biobanking & biomolecular resources • curated databases • marine model organisms • systems biology • translational research • functional genomics • screening & medicinal chemistry • microorganisms • clinical trials • structural biology • biological/medical imaging• plant phenotyping • highly pathogenic microorganisms
  • 5. CORBEL MISSION 5 Modern biological and biomedical research involves complex projects and a variety of different technologies. Some of the most important discoveries are made at the interface between different disciplines. CORBEL will harmonise access and services for complex research projects involving more than one RI that offer: • biological and medical technologies • biological samples and • data services Webinar: FitSM 07/02/2018
  • 6. TODAY’S PRESENTER 07/02/2018 6 Sy Holsinger is currently a Senior Policy and Strategy Officer at the EGI Foundation working on sustainability planning, business model development, market analysis and IT service management implementation. Sy studied Business Communications and Management in the U.S. focusing on project, financial and business management, marketing and communications. He has been involved in several EU-funded projects over the last 10 years covering both management and support roles. He is a certified FitSM Expert, Auditor (ISO 19011) and AccreditedTrainer. Webinar: FitSM
  • 7. EOSC-hub receives funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No. 777536. Webinar Lightweight Service Management for Research Infrastructures: FitSM Approach CORBEL, 6 Feb 2018 Sy Holsinger, EGI Foundation Senior Strategy and Policy Officer
  • 8. 8 Content Outline • Intro to IT Service Management Incl. rationale for research • History and overview of FitSM Incl. examples of adoption in research/academia • Training opportunities • Open Discussion/Q&A 6 Feb 2018, GoToWebinar
  • 9. 9 Online Poll • Getting to know the audience 1. What type of organisation do you represent? 2. How many are aware of FitSM or have experience with other approaches e.g. ITIL, ISO20k, ISO27k? 6 Feb 2018, GoToWebinar
  • 10. 10 Intro to ITSM 6 Feb 2018, GoToWebinar
  • 11. 11 IT Service Management • Why IT service management (ITSM)? • About 80% of all IT service outages originate from "people and process issues" • Duration of outages and degradations significantly dependent on non-technical factors • IT service management • Focuses on the provision of high quality IT services that meet customers' and users’ expectations • Defines, establishes and maintains service management processes through assigned roles and responsibilities Reasons for service outages [Gartner] 6 Feb 2018, GoToWebinar
  • 12. 12 IT Service Management……in Research • Shift in expected results FP7 -> H2020 = Publications -> Services Focus on Sustainability! • Increased customer expectations Commoditization of digital services XaaS (Anything as a Service) now commonplace • Lack of skills Limited to no formal training in how to professionally plan, deliver, operate and control IT services We are now service providers? 6 Feb 2018, GoToWebinar
  • 13. 13 ITSM Success Factors People • Responsibilities • Skills • Awareness Processes • Defined activities • Effectiveness and repeatability Technology • Support people in their roles • Increase process effectiveness and efficiency Typical tools for service management: • Workflow support tool • (Trouble) ticket tool • Wiki • Excel sheets • Word templates • … Typical service management processes: • Service portfolio management • Service level management • Incident management • Change management • Capacity management • Information security management • … 6 Feb 2018, GoToWebinar
  • 14. 14 What is a process? • 3 basic facts about IT service management processes: • ITSM processes support the delivery of IT services • To provide one IT service to a customer, often several processes are needed • An IT service being successfully delivered is the result from many processes successfully operating and interacting Definition following FitSM-0: Process: Set of activities that bring about a specific objective or set of results from a set of defined inputs. 6 Feb 2018, GoToWebinar
  • 15. 15 What comprises a process? Goal(s), objectives Clearly defined inputs, triggers and outputs Set of interrelated activities Roles and responsibilities 6 Feb 2018, GoToWebinar
  • 16. 16 Roles and Responsibilities (People) • SMS owner (x1) • SMS manager (x1) • Process owner (optional; x1 per process) • Process manager (x1 per process) • Case owner (x1 per case – e.g. SLA, incident) • Member of process staff • Service owner (x1 per service) • (Internal) ITSM consultant • (Internal) ITSM auditor Process owner Process manager Process staff member 1 1..* 1 1..* 6 Feb 2018, GoToWebinar
  • 17. 17 Tools (Technology) • Ticket tool • e.g. GGUS, JIRA, RT • Wiki • e.g. Confluence, Wikimedia • Templates • e.g. Word docs, Excel, Google Apps, Forms 6 Feb 2018, GoToWebinar
  • 18. 18 History and Overview of FitSM 6 Feb 2018, GoToWebinar
  • 19. 19 History of the FitSM standard 2012 2013 2015 2017 Creation of FitSM - Realization of market gap for lightweight approach - Formalised standard and training certification scheme FedSM Project starts (FP7) - Initial Goal: Help e- Infrastructures increase professional service delivery (Client partners: EGI, CSC, PLGrid) Commercialization (FedSM ends - Sept) - Established ITEMO (non-profit to host FitSM license and maintain standard) - Contract Negotiation with Certification Authority (TUV SUD) - Accreditation of training organisations Sustainability - ~1000 certificates awarded - 15+ Accredited Training Organisations - New certification authority (ICO- Cert) 6 Feb 2018, GoToWebinar
  • 20. 20 FitSM adoption: Research/Academia 6 Feb 2018, GoToWebinar Organizations Federations *Non-exhaustive list
  • 21. 21 What is 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“ 6 Feb 2018, GoToWebinar
  • 23. 23 FitSM Standard Family and Licenses FitSM-1 Requirements FitSM-2 Objectives and activities FitSM-3 Role model FitSM-5 Selected implementation guides FitSM-0 Overview & vocabulary FitSM-4 Selected templates and samples FitSM-6 Maturity and capability assessment scheme Implementation aids Core Standard NormativeInformational 6 Feb 2018, GoToWebinar
  • 24. 24 FitSM Process Model Continual Service Improvement Service Portfolio Management Service Level Management Service Reporting Capacity Management Information Security Management Customer Relationship Mgmt Supplier Relationship Management Incident and Service Request Mgmt Problem Management Configuration Management Change Management Release and Deployment Mgmt ServiceAvailability and Continuity Management More strategic More operational Most strategic Core management processes for any IT service 6 Feb 2018, GoToWebinar
  • 25. 25 FitSM Logic 6 Feb 2018, GoToWebinar
  • 26. 26 FitSM-1: Requirements • FitSM-1 defines 85 requirements that should be fulfilled by an organisation (or federation) offering IT services to customers • Compliance with the 85 requirements can be regarded as a "proof of effectiveness" • The 85 requirements are structured as follows: • 16 general requirements (GR) • 69 process-specific requirements (PR) – Consideration of the 14 IT service management processes from the FitSM process model – Between 2 and 8 requirements per process 6 Feb 2018, GoToWebinar
  • 27. 27 Common language and organizational support 6 Feb 2018, GoToWebinar
  • 28. 28 FitSM-0: Overview and Vocabulary • FitSM-0 defines 70 important terms from the IT service management context • In alphabetical order: – Accessibility of information – Activity – Assessment – Audit – Availability – Capability – Capacity – Change – Classification – Closure – Competence – Compliance – Confidentiality of information – Configuration baseline – Configuration item (CI) – Configuration management database (CMDB) – Continuity – Customer – Document – Effectiveness – Efficiency – Escalation – Federation member – Federator – Incident – Information security – Information security control – Information security event – Information security incident – Integrity of information – IT service – IT service management (ITSM) – Key performance indicator (KPI) – Known error – Management system – Maturity – Nonconformity – Operational level agreement (OLA) – Operational target – Policy – Post implementation review – Priority – Problem – Procedure – Process – Record – Release – Request for change – Risk – Role – Service – Service acceptance criteria (SAC) – Service catalogue – Service component – Service design and transition package – Service level agreement (SLA) – Service management – Service management plan – Service management system (SMS) – Service portfolio – Service provider – Service report – Service request – Service target – Supplier – Top management – Underpinning agreement (UA) – Underpinning contract (UC) – User – Value 6 Feb 2018, GoToWebinar
  • 29. 29 Key concepts: Service vs. Service Component • A service usually provides value when taken on its own – unlike the specific service components they are composed of composed of different service components, which may: • Enable the service (enabling service components) – What the customer has asked to be provided • Enhance the service (enhancing service components) – Added to make the service more attractive to the customer Customer Service 6 Feb 2018, GoToWebinar
  • 30. 30 Key concepts: Service Portfolio vs. Service Catalogue • The service portfolio is the basis for the service catalogue Customer 6 Feb 2018, GoToWebinar
  • 31. 31 Key concepts: SLA vs. OLA 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 6 Feb 2018, GoToWebinar
  • 33. 33 Third way for ITSM ‘Full’ commercial ITSM No/little formal ITSM FitSM Solution • More achievable • More suitable • Path to ‘full’ ITSM • Freely available ISO/IEC 20000 6 Feb 2018, GoToWebinar
  • 34. 34 Related standard and frameworks 6 Feb 2018, GoToWebinar ITIL COBIT ISO 9000 CMMI Software engineering maturity model IT service management standard / framework Quality management standard adoption of concepts Legend ISO/IEC 27000 ISO/IEC 20000 FitSM ISO 15504 Information security management standard
  • 35. 35 ITIL, ISO/IEC 20000, COBIT 6 Feb 2018, GoToWebinar ISO/IEC 20000 IT Infrastructure Library (ITIL) • Number of books with "good practice" in IT Service Management • Slogan: "the key to managing IT services" • Descriptions of key principles, concepts and processes in ITSM • Popular and wide-spread framework • Not a "real" standard, but often regarded to as "de-facto standard" • 5 books released by the British Cabinet Office ISO/IEC 20000 • International standard for managing and delivering IT services • Requirements for a service management system (SMS) • Developed by a joint committee (JTC) of ISO and IEC • Based on ITIL, BS 15000 • Auditable, certifiable Control Objectives for Information and Related Technologies (COBIT) • Framework for governance and management of enterprise IT • Developed by ISACA • can be combined with ITIL and ISO/IEC 20000
  • 36. 36 ISO 9000, ISO/IEC 27000, CMMI 6 Feb 2018, GoToWebinar ISO/IEC 27000 ISO 9000 • International standard for quality management • Quality management principles • Requirements for a quality management system • Applicable to all organizations and branches • Auditable, certifiable • Several documents ISO/IEC 27000 • International standard for information security management • Requirements for an information security management system (ISMS) • More than 100 security controls • Applicable to all organizations and branches • Auditable, certifiable • Based on BS 7799 • Auditable, certifiable • Several documents Capability Maturity Model Integration • Maturity and capability model • Organizational maturity assessment • Developed by SEI (Software Engineering Institute), Carnegie Mellon University ISO 9000
  • 37. 37 Lightweight compared! 6 Feb 2018, GoToWebinar ITIL (good practices) • About 2,000 pages (5 core books) • No requirements ISO/IEC 20000 • 136 pages (3 core documents) • 26 pages of requirements (part 1) FitSM • 38 pages (4 core documents) • 9 pages of requirements (part 1)
  • 38. FitSM and ISO/IEC 2000 Processes Service Portfolio Management Service Level Management Service Reporting Capacity Management Information Security Management Customer Relationship Mgmt Supplier Relationship Management Incident and Service Request Mgmt Problem Management Configuration Management Change Management Release and Deployment Management Continual Service Improvement ServiceAvailability and Continuity Management FitSM ISO/IEC20000 Business Relationship Mgmt Budget & Accounting (Design and transition of new or changed services) (Maintain and improve the SMS) 386 Feb 2018, GoToWebinar
  • 39. 39 Training and Certification Scheme 6 Feb 2018, GoToWebinar
  • 40. 40 FitSM Training and Certification Programme Foundation Level Foundation training in IT service management Advanced Level Expert Level Expert training in IT service management Advanced training in service planning and delivery Advanced training in service operation and control 1 day 2 days2 days 2 days 6 Feb 2018, GoToWebinar Expert Level Expert Bridge 2 days ITIL Expert, ISO/IEC 20000 consultant and auditor
  • 41. 41 FitSM Foundation Training Topics • IT Service Management • Introduction, Terms & Concepts • The FitSM Standards Family • Background and overview of FitSM standard • General aspects and requirements • Process model and requirements • Benefits, Risks & Challenges of Implementing IT Service Management • Related Standards & Frameworks • Exam • 20 multiple choice questions; 65% to pass 6 Feb 2018, GoToWebinar
  • 42. 42 FitSM Advanced SPD Training Topics • Repeat the most important Foundation knowledge • Dive deeper into • General aspects of “implementing” ITSM – Top management; Documentation; Scope; Continual Improvement • 8 processes related to service planning and delivery – Service Portfolio; Service Level; Service Reporting; Service Availability and Continuity; Capacity; Information Security, Customer and Supplier Relationship Management – Process set-up and running; roles and responsibilities; interfaces; critical success factors and KPIs • Exam • 30 multiple choice questions; 70% to pass 6 Feb 2018, GoToWebinar
  • 43. 43 FitSM Advanced SOC Training Topics • Repeat the most important Foundation knowledge • Dive deeper into • General aspects of “implementing” ITSM – Top management; Documentation; Scope; Continual Improvement • 6 processes related to service operation and control – Incident and Service Request; Problem; Configuration; Change; Release and Deployment Mgmt.; Continual Service Improvement – Process set-up and running; roles and responsibilities; interfaces; critical success factors and KPIs • Exam • 30 multiple choice questions; 70% to pass 6 Feb 2018, GoToWebinar
  • 44. 44 FitSM Expert Training Topics • ITSM-related frameworks and standards • ITIL, COBIT, ISO 9000, ISO2000, ISO 27000 • Understanding the organizational context of delivering and managing services • Leadership and governance • Effective polices and communication; Governance; Managing Risk • Planning and implementing ITSM • Plans; Roles; Training and awareness; Organizational Change • Monitoring, reviewing and improving ITSM • Conformity, effectiveness, and efficiency; KPIs; Auditing; Capability and maturity assessments; Management reviews • Exam • 30 questions (6 T/F each); 75% to pass (135 pts out of 180) 6 Feb 2018, GoToWebinar
  • 45. 45 EGI FitSM Training Offers 6 Feb 2018, GoToWebinar
  • 46. 46 EGI FitSM Training Types • In-House Training • Held within requesting institution premises at a mutually agreed time/place • Cost effective when needing several individuals to be trained • More info: https://www.egi.eu/services/fitsm-training/in-house-training/ • Open Registration Training • Individuals to attend a pre-determined location and date (e.g. Amsterdam) • More info: https://www.egi.eu/services/fitsm-training/calendar/ • EOSC-hub Project • Offering free courses for project members, initial focus on Foundation • More info (coming): http://www.eosc-hub.eu/ 6 Feb 2018, GoToWebinar
  • 47. 47 EGI FitSM In-House Training Prices 6 Feb 2018, GoToWebinar
  • 48. 48 EGI FitSM Open Training Prices 6 Feb 2018, GoToWebinar
  • 49. 49 Online Poll • Gauging interest 3. Would you be interested in attending a formal FitSM training? 6 Feb 2018, GoToWebinar  If so, please also follow-up via email in order to better understand potential timeframes, locations and funding mechanisms • Sy Holsinger: training@egi.eu • Vera Matser: matser@ebi.ac.uk
  • 50. EOSC-hub receives funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No. 777536. Thanks! Discussion/Q&A sy.holsinger@egi.eu @syholsinger @FitSM_Standard @EOSC_eu CORBEL, 6 Feb 2018
  • 51. NEXT WEBINAR 06/02/2018Webinar: FitSM 51 Title: Data sharing and reuse from clinical trials: principles and recommendations Speaker: Christian Ohmann, Rita Banzi, Steven Canham (ECRIN-ERIC) Date:Tue 27th February, 2018 Time: 15:30 CET Registration and details http://www.corbel-project.eu/webinars