myocean2 first annual meeting – 17-18 april 2013 users support from service desk, service...
TRANSCRIPT
MyOcean2 First Annual Meeting – 17-18 April 2013
Users support from service desk, service management
Dominique Obaton, WP2 leader
MyOcean2 First Annual Meeting – Cork /16-17 April 2013
Definition
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
• Record and synthesis of users’ needs• FTSS• Catalogue definition
Mercator Ocean WP2 leaderservice managercatalogue manager
Overall definition of service and of products
Engineering
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
Catalogue
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
• Organisation, preparation, integration of catalogue
• Update of SLA• Planification of service release• Communication to users• Update of FAQs• Management of service release (transition)• Major accounts (EEA, EMSA)
Mercator Ocean:catalogue manager
SLA
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
Mercator Ocean
• Organisation, preparation, integration of catalogue
• Update of SLA• Planification of service release• Communication to users• Update of FAQs• Management of service release (transition)• Major accounts (EEA, EMSA)
Plan, communication to users
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
Mercator Ocean:Transition manager
• Organisation, preparation, integration of catalogue
• Update of SLA• Planification of service release• Communication to users• Update of FAQs• Management of service release (transition)• Major accounts (EEA, EMSA)
FAQ
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
Mercator Ocean
• Organisation, preparation, integration of catalogue
• Update of SLA• Planification of service release• Communication to users• Update of FAQs• Management of service release (transition)• Major accounts (EEA, EMSA)
Transition
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
Mercator Ocean
New version go live : day DEverybody involved
• Organisation, preparation, integration of catalogue
• Update of SLA• Planification of service release• Communication to users• Update of FAQs• Management of service release (transition)• Major accounts (EEA, EMSA)
Major accounts
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
Mercator Ocean
• Organisation, preparation, integration of catalogue
• Update of SLA• Planification of service release• Communication to users• Update of FAQs• Management of service release (transition)• Major accounts (EEA, EMSA)
With specific service and specific products
Then included within MyOcean
Service desk
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
• Interface with users (registration, tickets for each request, management, follow-up)
• Management of incidents, maintenance occurringo For products/servers with local service desks
(network)o Com’ to users on “news flash”, “product
improvements” on web, by mails• Interface between users and scientific experts• Ensure all information to users –done via service
desk
Mercator Océan service desk
TicketsFAQ
monitoring
WP2.3Service
Engineering
WP2 – WP2.1 leadService Evolution, management and support
WP2.2Service
Definition
WP2.4Service
transition
WP2.5Service operation,
Service Desk
WP2.6Service
monitoring
• User database• Transaction accounting (logs) on download• Monitoring of service : SLA, OLA• Statistics, reports:
o quaterly report on service: SMRo Annual report
• Starlab, Brockman Consult, Mercator Ocean
30%
27%
12%
31%
Marine Coastal Envi-ronmentMarine SafetyMarine ResourcesClimate, Seasonal and Weather Forecasting
Measure December January February Target (in SLA)
% Availability of MIS based on 7 days x 24 hours requirement 100% 100% 100% 90%
% Availability of MIS Catalogue Browser based on 7 days x 24 hours requirement.
100% 100% 99.95% None
Number of times the outage was more than 2 days (x) over number of individual outages (y), x/y
0/0 0/0 0/1 (*)
< 2 days per
outage in 90% of cases
% Availability of Authorization Interface based on 7 days x 24 hours requirement
100% 100% 100% None