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WP2.3 Service Engineering MyOcean2 First Annual Meeting – Cork /16-17 April 2013. MyOcean2 First Annual Meeting – 17-18 April 2013. Service Engineering Main Objectives (1/4). Service engineering

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slide1

WP2.3Service Engineering

MyOcean2 First Annual Meeting – Cork /16-17 April 2013

MyOcean2 First Annual Meeting – 17-18 April 2013

service engineering main objectives 1 4
Service Engineering Main Objectives (1/4)

Service engineering

  • “WHAT”: Define a solution that answers Service Definition (Products & all user interfaces)

- “HOW” : Methodology to reach the defined solution

slide3

Service Engineering

Main Objectives (2/4)

  • Provide methods and means to be sure that
  • MyOcean partners share the same...
    • Understanding of Users needs & Stakeholders expectations
    • Vision of solution (technical and process parts)
    • Methodology to reach MyOcean Solution
      • (Operation + Development + Project) x (Technical + Processes)

MyOcean2 First Annual Meeting – 17-18 April 2013

service engineering main objectives 3 4
Service Engineering Main Objectives (3/4)
  • About sub-systems:
    • Allocate requirements to sub-systems (42 PUs, 24 DUs, 1 CIS)
    • Mainly at interfaces with other sub-systems
    • Organize and make Integration of sub-systems
    • Organize and make Verification and Validation of the integrated solution

MyOcean2 First Annual Meeting – 17-18 April 2013

service engineering main objectives 4 4
Service Engineering Main Objectives (4/4)

About processes:

  • Define and Allocate roles to service desks, service managers, product managers, ...
  • Organize continuous improvement of these Operational processes
  • Work with project management on Project & Development processes

MyOcean2 First Annual Meeting – 17-18 April 2013

service engineering partnership
Service EngineeringPartnership

WP2 – WP2.1 lead

Service Evolution, management and support

Mercator-Ocean

WP2.5

Service operation, Service Desk

WP2.5

Service monitoring

WP2.2

Service Definition

WP2.3

Service Engineering

WP2.4

Service transition

CLS

Technical Activities

WP2.3.1

Interface with PMO for technical management tasks

WP2.3.2

CLS

System engineering

Service

engineering

Testing

Edisoft

Altamira

CLS

Altamira

Edisoft

service engineering partnership1
Service EngineeringPartnership

WP2 – WP2.1 lead

Service Evolution, management and support

Mercator-Ocean

WP2.5

Service operation, Service Desk

WP2.5

Service monitoring

WP2.2

Service Definition

WP2.3

Service Engineering

WP2.4

Service transition

After more than 3 years,

Top-Level Engineering activities

are really shared between

MyOcean Partners

CLS

Technical Activities

WP2.3.1

Interface with PMO for technical management tasks

WP2.3.2

CLS

System engineering

Service

engineering

Testing

Edisoft

Altamira

CLS

Altamira

Edisoft

achievements 1 5
Achievements (1/5)

User point of view

MyOcean Operational System

User Interface Services

Products

  • DU: Download / Visualization
  • Service Management Tools : tools to manage incidents, user requests, CRM, …
  • PU
  • Product Validation tools

Automated

  • Processes for Service Desks
  • Incident Mngt, …
  • All processes needed for service management
  • Product Management
  • Product Quality Management

Operational Processes

achievements 2 5
Achievements (2/5)

Impact on Testing, Transition, Release

achievement 3 5
Achievement (3/5)
  • Failure impact analysis
  • Very strong constraints on Central Authentication System
  • Need of a central service desk and tool (CRM) to manage user requests and be sure that someone has answered
  • ...
achievements 4 5
Achievements (4/5)

Operational processes

Good improvement of OPM (Operational Process Manual)

Still relying on ITIL recommendations,

With strong implication of all process owners

Good V3 sub-system acceptance (mid January 2013)

Good level of deliverables (product quality report, system description, test reports on interfaces, ...)

Most V3 systems ready for V3 tests and integration while V2 ones operational

Information to analyse change impacts

Improvement of system description,

Description of product dependencies.

MyOcean2 First Annual Meeting – 17-18 April 2013

achievements 5 5
Achievements (5/5)

Improvement of product organization and search functionality.

It is a collective task impossible in such time without specification, organization, share and understanding of the same objective.

Users !

Service Definition,

Product managers,

Technical teams in charge of DUs,

CIS team,

Service managers,

Transition team,

Communication,

Service Desk

Users

MyOcean2 First Annual Meeting – 17-18 April 2013

next steps 1 4 no new functionality
Next Steps (1/4)No new functionality
  • About the solution : No new functionality but improvement of existing
  • Improve performances (Download and View too slow)
  • Requirements and OLA
  • Not yet within SLA
  • Increase efficiency and integration of main functions interfaces (Search-Discovering – View-Download) while keeping geographical distributed architecture
  • Increase technical cooperation with SeaDataNet
next steps 2 4
Next Steps (2/4)
  • About schedule:
      • Provide top-level requirements sooner:
      • To prepare and animate discussion at Executive Committee,
      • To allocate requirements in time to sub-systems,
      • To be on time at V4 Top-level PDR.
next steps 3 4 method and organization
Next Steps (3/4)Method and organization
  • Improve Tests to find inconsistencies between
  • Specification,
  • Information provided to users (catalogue, PUM, QUID),
  • and .... the reality.
  • Improve Integration & Verification tests and phase organization:
  • Too long for double production, double dissemination,
  • Not enough time at top-level to tests every things
  • Improving testing organization
  • Be more strict on sub-system acceptances
  • Reduce release content

More minor releases

and a

Smaller major release

next steps 4 4 method and organization
Next Steps (4/4)Method and organization
  • Improvement of release management (WP1 with Engineering support)
  • Take advantage that now (V3), it is easy to modify catalogue content
  • Define all different transition types (with Service Transition team & Product managers) :
  • what is a new product, a product upgrade,
  • with double production, with double dissemination, with double catalogue entries,
  • Associated tests need according to release type, ...
  • Keep constructive relationships with High level review groups, with EC evaluators and external experts.