EGI Integrated Management System
- 1. www.egi.eu This work by EGI.eu is licensed under a Creative Commons Attribution 4.0 International License. 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 Thank you for your attention. Questions? This work by EGI.eu is licensed under a Creative Commons Attribution 4.0 International License.
Editor's Notes
- #4: Take into account different target groups, types of services and model they are provided
- #5: Actually, EGI has 2 service portfolios. The first covers the services that we offer externally, as a Federation to support research and innovation. Services such as cloud compute and storage, as well as a data management services. Here you can see that we have introduced a number of new services, some of which are in Beta. As well as a number which are in the pipeline at various stages. I will go into more detail into how we manage these services as I go through the presentation.
- #6: The other Service Portfolio is our Internal Service Portfolio, which are all of the services delivered internally to the EGI Federation that enables the EGI providers to work together. These services are broken down into areas such as: Coordination, both technical like security, technology and operations and support as well as non-technical such as around strategy, planning and communications Operations, which are the federation services, such as central accounting, monitoring and helpdesk as well as a new service such as the EGI marketplace, which you will hear more details from Diego Scardaci after the coffee break. And finally security, which are both new services added during EGI-Engage, attribute management and check-in which is the new EGI AAI service.
- #9: The implementation of an Integrated Management System (IMS) which 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. process-oriented approach, customer focus, healthy relationship with interested parties, continual improvement, leadership, decision-making based on facts, involvement of people, systematic approach
- #10: (process-oriented approach, customer focus, healthy relationship with interested parties, continual improvement, leadership, decision-making based on facts, involvement of people, systematic approach)
- #12: Core – all business processes in EGI General – delivery of EGI services IT – delivery of EGI IT services
- #13: Core – all business processes in EGI General – delivery of EGI services IT – delivery of EGI IT services
- #14: Core – all business processes in EGI General – delivery of EGI services IT – delivery of EGI IT services