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Status-quo on Service Catalogues and Alignment

This paper discusses the need to harmonize the services provided by European e-Infrastructures and explores the challenges and solutions for aligning service catalogues. It proposes a common vocabulary, structured service information, harmonized service representations, and a common approach to service performance monitoring. The aim is to increase the user base, support research outputs, and facilitate continuous improvement in service provision.

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Status-quo on Service Catalogues and Alignment

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  1. Status-quo on Service Catalogues and Alignment Dr. Nikolaos Karampekios Dr. Spyros Livieratos Dr. Nikolaos Vogiatzis Dr. Jorge Sanchez JNP

  2. Service Catalogue Alignment Why • Need to harmonize services provided by European eInfrastructures • In tune with the European Strategic Forum for Research Infrastructure (ESFRI); “Open Science, Open Innovation and Open to the World”; advancement of knowledge, technology production - expanding the role of e-infrastructures in the innovation chain; Horizon 2020; “e-infrastructure Commons”; European Open Science Cloud • Increase user base by making services discoverable and easier to relate to user needs • Widen the pool of users with more scientific communities, industry, citizens, etc. • Facilitate service providers and third parties with a shared language and path to users • Support the production and dissemination of research outputs • Become more user-oriented and user-focused • Identify overlapping efforts or gaps and speed up innovation • Facilitate continuous improvement…

  3. Service Catalogue Alignment What 1. Common vocabulary • Service, Provider, Management, Catalogue, Portfolio, Role, Component, SLA, etc 2. Structured information about Service Descriptions • Information that may be presented to Users/Customers • Information available to Management • Information needed to support e-Infra operations staff 3. Harmonized information on Service Representations • Listings, Portals, etc 4. Common approach to Service Performance Monitoring • Usage, Users, Capacity, etc

  4. Service Catalogue Alignment Challenges • Different standards and frameworks available for Service Management • Diverse vocabulary about service management used in the communities • Different processes to manage service portfolios employed at different locations • eInfrastructures at different levels of adoption of Service Management Practices • No standardized way to define and describe a service • eInfrastructures with different maturity in description of services or offering a service listing or catalogue • Various potentially overlapping service offerings from different e-infrastructure providers • Various services offered at different levels: centrally by an eInfrastucture, at national or regional level (e.g. by an NREN) or even at local level (university)

  5. Service Catalogue Alignment How • Gather flagship European e-Infrastructures’ current catalogue/list of services • Evaluate suitability for IT service management standard adoption by e-Infras • Draft classification of available service catalogues and validation of state-of-play • eInfraCentral Service Catalogue Requirements documented • Seek input and consult with Global e-Infra Initiatives on service catalogue alignment • Service classification completed and binding of KPIs to Services • Consensus on service classification/taxonomy achieved • Common set of KPIs selected for adoption by e-Infrastructures • Guidelines for schema representation and APIs delivered

  6. Service Catalogue Alignment When • 02. Draft classification of available service catalogues and validation of state-of-play • 04. Global e-Infra Initiatives provide their perspectives on service catalogue alignment • 06. Consensus on service classification/taxonomy achieved • 09. Service representation schema defined and delivered Mar 17 Dec 17 Jan 18 Sep 17 Nov 17 Jun 17 Feb 18 Mar 18 Apr 18 Oct 17 • 01. Gather flagship European e-Infrastructures’ current catalogue/list of services • 03. eInfraCentral Service Catalogue Requirements fully documented • 05. Service classification completed & binding of KPIs to Services • 07. Finalised service typologies communicated to all flagship e-Infras • 08. Common set of KPIs selected for adoption by e-Infrastructures

  7. Past Work Catalogue of Services Working group (1/2)

  8. Past Work Catalogue of Services Working group (2/2)

  9. Past Work E-IRG development of KPIs (1/2)

  10. Past Work E-IRG development of KPIs (2/2)

  11. Services provided by flagship e-Infras EGI

  12. Services provided by flagship e-Infras EUDAT

  13. Services provided by flagship e-Infras GEANT

  14. Service Catalogues at a global scale Amazon Web Services

  15. Service Catalogues at a global scale Oracle Cloud

  16. Service Catalogues at a global scale Microsoft Azure

  17. Service Catalogues at a global scale Google Play

  18. Service Catalogues at a global scale Bluebridge

  19. Service KPIs Alignment CoS is just one step towards the towards the transformation from a technology-oriented organization into a service-oriented organization • Key Performance Indicators • For whom (user/funder/policy maker) • For what purpose (market visibility, internal/external evaluation) • Building on past examples (e-IRG, e-nventory) • KPIs as a function of CoS • Input on KPI selection will be based upon results of the questionnaire

  20. Service Management Alignment Standards and Compatibility Matrix (1/2)

  21. Service Management Alignment Standards and Compatibility Matrix (2/2)

  22. Service Description Alignment Homogenization of Services Descriptions provided by European e-Infras • Refine/understand similarities/overlappings • Provide a common vocabulary and framework

  23. Thank you for your attention! This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No 731049

  24. Service Management Standards Comparison in a nutshell • COBIT is an IT governance and control framework that focuses on what should be addressed to ensure good governance of all IT related processes. • ITIL provides best practices describing how to plan design and implement effective service management capabilities. ITIL is a library, a set of best practices, described processes and functions in a service lifecycle path. ISO/IEC 20000, on the other hand, is an auditable norm. • FitSM is designed to be compatible with ISO/IEC 20000-1 ITIL. It can act as a first step to introducing full ITSM, i.e. applying ITIL good practices and / or achieving compliance against ISO/IEC 20000.

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