The document discusses: 1) Three scenarios for integrating existing services into EOSC with varying degrees of centralized management. 2) Proposed principles of engagement for EOSC service providers and users to ensure transparency, accessibility, and quality of services. 3) How existing IT service management processes like service portfolio management could be applied at both the individual provider and EOSC-wide levels to integrate services under the SMF. Challenges in balancing openness with organization are also discussed.

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. 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. 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. 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. 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. 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. 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. 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
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
FitSM adoption: Research/Academia
Organizations Federations
*Non-exhaustive list
20 March 2018

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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)