D3.1.1 REPORT ON TRAINING MATERIALS AND SMES (1ST …€¦ · D3.1.1 . REPORT ON TRAINING MATERIALS AND SUPPORT STRUCTURES FOR SMES (1ST VERSION) . January 2015 . This document assesses

D3.1.1

REPORT ON TRAINING MATERIALS AND

SUPPORT STRUCTURES FOR SMES (1ST VERSION)

January 2015

This document assesses FIWARE’s technical infrastructure and describes a support infrastructure for the Accelerator Project

EuropeanPioneers.

We apply the ITIL service model to analyse the quality of existing FIWARE services and to recommend improvements for quick wins.

Furthermore, we describe our own support structure, summarise major training events and present first feedback collected from our SMEs at

the most recent training days.

This document is a deliverable of the European Pioneers project supported by the

European Commission under its FP7 research-funding programme, and contributes

to the FI-PPP (Future Internet Public Private Partnership) initiative.

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LIST OF AUTHORS

Organisation Author

Fraunhofer IAIS Thomas Winkler [email protected]

Fraunhofer IAIS Peter Muryshkin [email protected]

mailto:[email protected]


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TABLE OF CONTENTS

LIST OF AUTHORS .................................................................................................................. 2

TABLE OF CONTENTS ............................................................................................................. 3

1 - INTRODUCTION ................................................................................................................ 4

2 - FIWARE INFRASTRUCTURE ASSESSMENT ........................................................................... 5

2.1 - Information and support infrastructure ......................................................................................... 5

2.1.1 - Terminology .................................................................................................................................... 5

2.1.2 - Knowledge management: FIWARE Online information resources ........................................... 5

2.1.3 - Incident management .................................................................................................................... 8

2.1.4 - SLA .................................................................................................................................................... 9

2.2 - Platform overview (FIWARE Lab) .................................................................................................... 10

2.2.1 - Access management .................................................................................................................... 10

2.2.2 - Event Management ....................................................................................................................... 10

2.2.3 - User Acceptance Test for Lab ..................................................................................................... 12

3 - EUROPEANPIONEERS TECHNICAL SUPPORT INFRASTRUCTURE ........................................... 15

3.1 - Tools and Communications in EuropeanPioneers ...................................................................... 15

3.2 - Training Events ................................................................................................................................ 16

3.2.1 - Welcome Days in Berlin / December 2014 ............................................................................... 16

3.2.2 - Training days in Berlin / February 2015 ................................................................................... 17

4 - SUMMARY ....................................................................................................................... 21

5 - ATTACHMENTS ............................................................................................................... 22

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1 - INTRODUCTION

This deliverable “D3.1.1 – Report on training material and support structures for SMEs (1st version)” describes the technical support in EuropeanPioneers with its focus on related main activities in Task T3.1 of WP 3. The report is meant to give an overview on the performed tasks. Detailed descriptions and tasks are usually omitted. The major objectives of task T3.1, training and support on Future Internet technologies, are activities necessary to foster the take-up of FI-PPP technologies. In this context three major directions were followed:

(1) Organising and providing FIWARE-related training to the programme participants. (2) Providing a EuropeanPioneers technical helpdesk as single contact point to provide or trigger a

quick response to any issues concerning FIWARE raised by the SMEs of EuropeanPioneers. (3) Evaluating and improving the general support infrastructure of FIWARE.

Objectives (1) and (2) request a close link to FIWARE and its support infrastructure. Thus, we see the EuropeanPioneers helpdesk just as special FIWARE helpdesk within EuropeanPioneers. As we cannot take over full FIWARE support due to lack of expert knowledge and capacity, our own helpdesk heavily relies on existing FIWARE infrastructures. For that reason, we start with our assessment of the current FIWARE infrastructure in Section 2 -FIWARE Infrastructure Assessment. In Section 3 - EuropeanPioneers technical Support Infrastructure we will then outline our own support infrastructure within FIWARE describing major objectives, tasks and tools of the EuropeanPioneers special helpdesk. Further information – especially our slides from the training events – is added as attachments to this document.

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2 - FIWARE INFRASTRUCTURE ASSESSMENT

Ensuring sustainability of FIWARE at the current stage not only includes providing ready to market technologies but also a capable support infrastructure fulfilling essential requirements for pushing and supporting the development and operations of new products based on FIWARE. This includes two major aspects:

(1) Easy and fast access to all relevant information to advertise FIWARE and to enable all interested SMEs to understand FIWARE, the scope of FIWARE and all FIWARE technologies at a level to make a quick but founded decision if and how FIWARE can be beneficial for their businesses.

(2) A professional support infrastructure to enable all SMEs that decided to build their business on FIWARE to make the most of the provided technologies and to reduce their risk to fail with FIWARE technologies due to a lack of knowledge, unresolved bugs or immature technologies.

Thus, part of our work in EuropeanPioneers focusses on the assessment of FIWARE information and support infrastructure to improve the attractiveness and sustainability of FIWARE during the acceleration programme and beyond. Positive side effect of an improved infrastructure also include more efficient processes by eliminating root causes and reducing the amount of unnecessary or repeating support requests. In our evaluations we further concentrate on one of FIWARE’s key infrastructures for technical users: the FIWARE Lab. Our assessment is mainly based on feedback from users (call participants and SMEs within the first round) as well as additional evaluations of information sources and support infrastructure within WP3 of EuropeanPioneers.

2.1 - Information and support infrastructure

In the following section we summarise the current state of FIWARE information sources and support infrastructures and give recommendations for service improvements based on common best practices, in particular ITIL (IT Infrastructure Library).

2.1.1 - Terminology

One of the foundations of our assessment is ITIL (IT Infrastructure Library), which is a well-known knowledge catalogue of best practices for IT service management. It provides standard generic terms to describe design and operation of IT services. In ITIL terminology, FIWARE program has entered its service operation phase. Thus, we can analyse available information by applying knowledge about standard processes and parameters to reflect how FIWARE matches the standard best practices relevant for support infrastructure.

2.1.2 - Knowledge management: FIWARE Online information resources

Our overall impression is that there has been an organic growth of online resource neither with centrally steered strategy nor much coordination. Result is that a number of scattered sites exist, which are not completely interlinked; none of them can be considered to be “main”. Analysis of existing resources identifies three resource categories: Repositories to exchange code, Information sites and Communications.

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Repositories GitHub (by SE/GE components) FIWARE Forge (GEs) https://forge.fiware.org/

Information Fiware.org GE catalogue FIWARE Wiki http://forge.fiware.org/plugins/mediawiki/wiki/fiware/index.php/Welcome_to_the_FI-WARE_Wiki Mediafi.org SE catalogue Mediafi SE wiki http://wiki.mediafi.org/ Googledocs e.g. manuals

Communications GitHub (bug tracker) Stackoverflow.com (FAQ) TeamworkPM internal EP tool JIRA.fiware.org FIWARE Help Slackchat https://fi-ware.slack.com/

Users can contact the FIWARE HelpDesk also via email ticket collector [email protected]. Several other email ticket collectors for various purposes exist. Note: Some of the mailing lists seem to be moderated by FIWARE team members which are at executive level of their companies. This is usually not a good idea, as relevant e-mails (even coming from the accelerators) must be manually confirmed by busy upper management which seems to cause significant delays. In an evaluation of the main information sources for SMES interested in EuropeanPioneers (central FIWARE and FIcontent2 websites) we analysed the web representations from the perspective of SMEs new to FIWARE assuming very limited knowledge about the programme. Typically, in a first step, SMEs must be able to quickly find out, if FIWARE is generally interesting and beneficial for their own businesses. In a second step, if it is interesting for the SMEs and they are willing to spend more time for deeper investigations, they must easily find more details needed for a qualified final decision, if and how to use FIWARE technology. Thus, the main criteria are:

(1) Easy and well-structured access to all high-level information (2) Completeness of presentation (3) Efficient access to all needed information

In addition to our own evaluation of the FIWARE websites we also incorporated feedback about the sources of information provided by open call participants as well as participants of our acceleration programme. General statement: Considering, that FIWARE is meant to be the general brand also including the use case projects, we would expect easy access to ALL relevant websites on the main page fiware.org (alias fi-ware.org). This page is currently not a sufficient entry point for the entire FIWARE ecosystem and to our best knowledge no such entry point is currently available. In this context also a general catalogue with ALL available ICT components (GEs and SEs) or at least a central page with links to all catalogues is missing. Such page should also explain in a general statement what a GE and what an SE is, as the terminology is not completely self-explanatory. The FIWARE information sources fail for all three criteria considering the entire FIWARE ecosystem. In case of project specific information sources like fi-ware.org (considering GEs only) and use case projects

https://forge.fiware.org/

http://forge.fiware.org/plugins/mediawiki/wiki/fiware/index.php/Welcome_to_the_FI-WARE_Wiki

http://wiki.mediafi.org/

https://fi-ware.slack.com/


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FIcontent2 the three criteria are sufficiently fulfilled. Still, several weak points and small issues, that could be improved, are listed below.

FI-WARE.ORG (FI-WARE HOME) General

- Not clear how to access described services: no information about service plan, test subscription etc. As a customer I see the XIFI toolbox screenshot but get no idea what is the next step to test/access this service.

- Support revealed useful links on StackOverflow and Slideshare.net. This information should be explicitely available on the page, e.g. in the FAQ/Help section.

- Gforge resource is linked from the homepage on many places but it is neither made explicitely clear that there is a gforge resource, nor that it contains a MediaWiki, which is a very relevant source of information for deeper technical studies.

- Minor SEO advice: sub-pages for GEs like this: http://catalogue.fi-ware.org/enablers/instances-50 do not reflect GE names.

- Some linked endpoints are implicitely meant to be non-public, i.e. accessible for FI-PPP partners only, but this is not explicitely documented on this site.

- As central entry point all relevant sources of information (e.g. use case projects) should be linked here (see general statement above).

Lab - http://infographic.lab.fi-ware.org/status was sometimes not available – high availability of this central

resource is essential Catalogue

- This is just the catalogue of all GEs, no links are provided to any of the other catalogues of the use case projects providing SEs; such links would be very helpful as many SMEs did not even know, that SEs exist.

MEDIAFI.ORG (FI-CONTENT HOME) General

- Place prominent link to Wiki on start page of FI-Content. This is an essential source of information for deeper technical knowledge.

- „View more links“ are nice but maybe add links directly to the text fragments above - Contact form does not reveal who is the single point of contact; why is there no name and phone

number with email address? - Social bookmarks are present three times in the layout; is this proven to be a good decision? - There seems to be some bug (CSS?) with links, check why prepending every linked text the space

symbol is missing. Catalogue

- Maybe use somewhat smaller tiles to enable better overview of SEs. - Add short description on tiles to make sure at a glimpse what it is about. - Consider using mnemonic icons to further help finding relevant SEs. This could also include a visual

hint to the specific platform the SE supports. - Many links are valid but not clickable (usability).

Open platform pages - Need better presentation, currently a big text block on top and video at the bottom might cause page

visitors churn. Portfolio

- Need more prominent links to GitHub and if elsewhere Chef recipes (currently „Access“ tab, maybe add another e.g. Sources)

http://infographic.lab.fi-ware.org/status

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Update: We are currently working on a close to complete link list at mediafi.org for our second call supported by FIcontent2. This list will also be shared with all FIWARE projects.

2.1.3 - Incident management

Service Desk Proposal We further analysed the current design of the incident management of the support infrastructure including the EuropeanPioneers helpdesk (Section 3 - EuropeanPioneers technical Support Infrastructure). The initial starting point is shown in the upper part of figure below. Fraunhofer IAIS as technical support in EuropeanPioneers with the personal contacts (Thomas Winkler and Peter Muryshkin) provided the primary contact for the EuropeanPioneers SMEs, provided direct feedback where possible and forwarded and other issues and requests either to their FIWARE contact or to the respective SE vendor of FIcontent2. For a better integration into the general FIWARE support structure, an extension as shown in the lower part of the picture was recommended beginning of 2015. A better integration is considered beneficial for quick response times and more efficient support by higher degrees of automation for organising and tracking support requests. Briefly, the improvement we propose offers a subdivision of already existing help desk to drive, observe and enhance support process. Communication per email moves towards a more adequate tool for such purposes (JIRA).

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Based on our request, the FIWARE team provided us a JIRA account as requested as of 20.02.2015. Several issues concerning the coordination of JIRA and additional moderated mailing lists currently need to be solved before the new structure is fully functioning. Measuring service quality with KPIs As part of the tracking and evaluation process we further recommend to measure service quality for all FIWARE support services. We currently plan this for all EuropeanPioneers support requests but motivate FIWARE to generally measure useful KPIs to improve service quality and to identify and remove inefficient processes. Generally, processes should be analysed and continuously improved to reach the necessary level for a sustainable and market ready FIWARE ecosystem. Following ITIL KPIs for the Incident Management process appear most suitable and pragmatic in FIWARE context. Following KPIs are probably easy to implement and track in the context of FIWARE: KPI Definition Comment Number of duplicate incidents Number of repeatedly reported incidents, with

already known solutions.

Number of escalations Number of escalations for incidents, which could not be resolved in “acceptable” time

optional

Number of incidents Total number of incidents sorted by categories Average response time Average time from incident submission to first help

desk response

Average resolution time Average time to resolve incident, by categories Resolved in SLA Percentage of incidents resolved within

“acceptable” time optional

Source: http://wiki.de.it-processmaps.com/index.php/Kennzahlen_Problem_Management (German, as of 06 Feb 2015).

2.1.4 - SLA

Support in FIWARE is based on best-effort support via email (supported by JIRA) during regular office hours, e.g. Monday-Friday 9am-5pm. No further SLA related statements are available to us. Based on our experiences two typical examples (one positive, one negative) should be mentioned: Positive example. Support teams indeed provide best-effort support and process most tickets immediately, resolving them in 24-36 hours. Many times teams communicated system downtimes via information newsletter. (Update: Please note that in a few cases during busy times, e.g. when big FIWARE events were organised, replies from FIWARE also took a week or more even for rather important issues like organising webinars for SMEs of the A16.) Negative example. There seems to be no strategy how to prevent rather trivial issues, e.g. “disappearing instances” without proper communication to their owners, or obvious deficits regarding internal quality assurance in terms of Change Management, e.g. every change must be validated before passing results to customer. This year FIWARE is meant to develop a “sustainability plan”. No further details are available to us. Especially for commonly requested commercial infrastructures similar to offers of providers like Microsoft or Amazon, where service expectations are much higher, current service levels are not sufficient at all.

http://wiki.de.it-processmaps.com/index.php/Kennzahlen_Problem_Management

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2.2 - Platform overview (FIWARE Lab)

FIWARE is an approach to launch a European network of cloud services, providing server infrastructure services and a number of software services. The cloud infrastructure is currently span by over 10 regional organizations and are available via central web interfaces like services provided by Amazon. Dozens of vendors provide software services. Software services can be Generic or Specific Enablers, whereas Generic Enablers must be open source. The idea is to launch a dynamic and de-central cloud market where more hosting companies could integrate their hardware launching new cloud segments and software vendors can develop and launch their services.

2.2.1 - Access management

Currently, everybody can create an account on the cloud site lab.fiware-org. If a public IP is required, then depending on node’s country the operator will ask for identity check. (Manual process/email). As of 12.02.2015, FIWARE Lab announced that terms of conditions would change soon towards general verification of identity in case of public IP usage. This should help local operators to avoid a broad range of security and fraud related problems with their legal authorities. However, on long term we would expect an implementation of online account registration as it is known from state of the art vendors.

2.2.2 - Event Management

Background: „responsibility gap“ between Development and Operations of software. The DevOps movement has recently very well addressed this topic. DevOps has become almost a hype. But it is actually nothing more, than implementation of Lean Management principles to internal IT processes. What does this way of thinking mean applied to the context with FIWARE service model? Synopsis.

- Operations, i.e. FIWARE teams, provide an array of virtual servers - Development, i.e. GE and SE owners, deploy instances as demos - Everybody (Development, Operations, Management) assumes that all is done

o Nobody however assumes that such systems require ongoing maintenance efforts on both sides. - Therefore, Development assumes that they are done with software, and Operations will somehow take care of machines - Therefore, Operations assume that Development somehow cares about what happens to their software -

Consequences: - There are many decentrally deployed, unmaintained endpoints. Nobody is really aware of their

status, whether they are up or not. If something goes wrong this will be discovered at some later point of time. E.g. by potential customers leading to their disappointment.

- Platform loses disappointed customers; most interested ones induce redundant communication waves with support requests

Challenge: master the situation that nobody takes care of unrequested platform maintenance in the DevOps gap, overcome lacking resources and enable simple observation and escalation of endpoints issues.

Possible solution: deploy a service monitor with automated and immediate escalation in case of outage.

Until beginning of 2015 to our knowledge only a system health monitor was available, that displayed the overall status of available regions and their general health status at the address http://infographic.lab.fi-ware.org/status (also see screenshot below).



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Image: screenshot of global FIWARE monitor http://infographic.lab.fi-ware.org/status . Rows are regions, columns are specific cloud platform services. Purpose of FIWARE is to operate many complex service endpoints. Such complex and distributed systems require a considerable amount of time just to keep them running (e.g. recognize downtimes, install security updates, recognize hacker activities etc.). Professional environments of large scale should consider more advanced methods to face the challenge and reduce maintenance efforts. For example, if some service is down, a wave of support tickets from customers can raise. Monitoring tools like Nagios increase overall transparency and speedup handling of events. If a service is down, Nagios daemon can create tickets automatically, and teams can easily watch large landscapes on visual dashboards. We have deployed a sample installation to monitor GE demo endpoints related to the 1st call EP start-ups and presented this concept to the FIWARE support team. Below a screenshot of the Nagios dashboard (sample fragment, not complete list) shows the status of several GE instances and FIWARE information sources as of 19.02.2014. “Down” means an endpoint is not available, “UP” means it is available. These states are determined in a full automated way every 10 minutes.


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As of 19.02., total 28 endpoints were monitored; 17 were up and 11 down. Update. The FIWARE support team reacted promptly and adapted the Nagios monitoring strategy; we sent them our Nagios configuration for validation. They quickly introduced a GitHub repository to manage these configuration files. https://github.com/telefonicaid/fiware-health

2.2.3 - User Acceptance Test for Lab

Another essential system provided by FIWARE is the FIWARE Lab hosted in various regions all over Europe. Motivated from experiences in FIcontent2 during the development of the FIC2-Lab we decided to perform some general user acceptance tests for the Lab infrastructure. Setup Due to limited resources, we have decided to focus our User Acceptance Testing (UAT) to the most substantial minimum most users would expect from what FIWARE Lab promises to deliver. Of course there is a variety of other UATs we would expect FIWARE teams to implement internally, i.e. manipulation of existing VMs, storage operations, complex setups over many regions etc. Our UAT is based on the following assumptions User profile: a person with intermediate hosting and Linux skills. We can expect overall IT background but cannot require in-depth infrastructure management expertise. User expectations: similar to Amazon EC, I can quickly (<20 minutes) setup a small virtual machine and access it via SSH terminal. The process should be intuitive or at least I can follow a straightforward step-by-step-manual which just works. Note: we intentionally omit the trivial business premise to have a cost plan and formal SLA in terms of security, availability etc., as FIWARE is yet in its test phase. Case Study: Lannion

https://github.com/telefonicaid/fiware-health

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We could go into detail with the Lannion region because our team took part in some deployment efforts there in terms of a parallel FI-PPP project, FIcontent2. We tried a naïve approach that a simple intuitive way of interaction can succeed. However, different technical problems arose. The Lab frontend allows very flexible configuration which is however way too complex for individuals without OpenStack expertise. (OpenStack is the technical cloud hosting platform used to build FIWARE Lab.) We worked with the support team towards a user’s manual. As of 19.02.2015, this manual has about 13 pages and does not introduce a straightforward workflow just to create a VM with a shell access to a public IP. Unfortunately, we must conclude that our UAT on FIWARE Lab hosted in Lannion failed. Competitors like Amazon offer much more user-friendly interfaces, reaching millions of customers. Voice of the Customer (PixelPark): I know of at least three people trying and failing over multiple steps of this document (which is partly also in the comments) and finally after much hurdle being able to launch a VM. My opinion is that launching a VM shouldn't be more complicated as in EC2 - in fact, it should be easier. If it is not, somebody will be swamped with support tickets. (Email D.Krause, 19.02) High-level UAT of other regions As we do not have enough resources to approach other FIWARE regions in the same way as we did with Lannion, we prepared simpler UATs for them to generally prove the following two hypotheses.

a) Not all regions implement the same processes for their users. b) Not all regions offer (more or less) intuitive approaches to create virtual machines (VMs).

Every time we expected that the same steps are required to create a VM with a public IP and shell access. Thus, we checked if we succeeded with our knowledge about these steps. We assume also that not every potential customer with overall intermediate skill level has enough knowledge to manually configure a network. Region Public

IP allowed

Manual Details UAT synopsis UAT: get IP+VM shell

Lannion Yes Yes Manual 13 pages, not very straightforward.

With manual acceptable but not competitive.

PASS

Spain Yes No No Networks/Router, auto-assign of int. IP

Allocation of public IP easy.

PASS

Trento No No Much trial&error required

Admin skills needed for network

FAIL

Waterford Yes No Manual network config Undefined error on IP assign.

FAIL

Berlin No No Manual network config No public IP available. FAIL Pragua Yes No As in Spain, no

networks IP ok. Error on instance creation.

FAIL

Mexico Yes No Own network = no instance

400 error on instance launch.

FAIL

General impressions: A typical error pattern in many cases was, that there was a default network but we could not use this network without causing an error. Still, using a custom network also resulted in an error. We have not measured the page load latencies, but our impression is that some regions experience higher loads. Waterford demonstrated the lowest page load latency.

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Update. FIWARE deployed an UAT-close automated test monitor which is available via http://fi-health.lab.fi-ware.eu/RegionSanityCheck/ The following screenshot shows the situation as of 02 MAR 2015. Only four regions (Crete, Sophia and Piraeus) are yet adopting their interface to this landscape-homogenizing scenario.

Conclusions. We recommend a to implement a formal quality assurance process based on an audit so that all regions can implement same must-have common functionality at least for this one scenario, if possible. A clear vision how regional services can operate FIWARE-based infrastructures need to be presented. This is relevant for the FIWARE Lab test bed but even more for future commercial offers. One possibility could be a franchise-like concept for FIWARE with central guidelines defining, what must be offered by all regional providers to assure a sufficient level of quality and interoperability between nodes and to make sure, that FIWARE technologies (GEs and SEs) can easily and reliably be deployed via “plug-and-play”. (This concept is comparable to well-known (non-technical) distributed franchise companies like Burger King and McDonalds, which offer an agreed on selection of products with clear and binding quality and brand guidelines, but have some kind of freedom concerning pricing and special offers.) Such franchise-concept might be able to overcome any current political issues forcing the different node operators to apply different technical and administrative proceedures. Additionally, the currently most successful and probably most experienced regions like Spain should be motivated to assist in the process of establishing guidelines and to share their knowledge with other regions. Update The central FIWARE support team reacted very quickly giving feedback that they work to deliver automated acceptance tests to be run on daily base. They pointed also out that although Spain provides most bullet-proof approach for unskilled users, this design contains are security issue (all VMs could reach each other).

http://fi-health.lab.fi-ware.eu/RegionSanityCheck/

http://fi-health.lab.fi-ware.eu/RegionSanityCheck/

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3 - EUROPEANPIONEERS TECHNICAL SUPPORT INFRASTRUCTURE

This section briefly summarises the main objectives, tasks and tools of the EuropeanPioneers technical helpdesk. The main objectives and particular benefits of this special helpdesk on top of the general FIWARE support include:

- Directly provide support for SMEs concerning more general issues - Check, pre-filter and forward support requests to FIWARE - Organise technical support at Training Days - Establish network to FIWARE projects / FI-PPP (connected to task T4.4) - Monitor FIWARE news and discussion channels and forward relevant information to SMEs - Build direct personal contact with SMEs - Guarantee sufficient understanding of the SMEs’ projects and business cases - Gain deeper knowledge about FIWARE for second call support

To achieve these goals and exploit the benefits, we established a EuropeanPioneers support structure including the tools and meetings presented in the following subsections.

3.1 - Tools and Communications in EuropeanPioneers

One objective is to embed the EuropeanPioneers helpdesk into the FIWARE support infrastructure to improve efficiency of the processes and to reduce overall response time. Our proposal, which is currently evaluated and processed by FIWARE, is depicted in section 2.1.3. Where expedient, use of existing FIWARE support infrastructure is preferred. Additional project specific communication tools as well as other tools closing existing gaps are used and described in the following table. Tool Brief description Main Purpose FIWARE infrastructure

This includes repositories, wikis, websites etc. as well as JIRA used for tracking and managing support requests. Especially GitHub and JIRA are integrated into the EuropeanPioneers support strategy as they are commonly used in Open Source Communities respectively project management.

Become part of the FIWARE support infrastructure and improve tracking of issues by using central JIRA installation. Keep number of channels small by using / connecting to existing systems.

E-Mail, Skype, telephone

--- These channels are mainly used for direct one to one communications for specific issues.

TeamworkPM Project and team management software similar to Basecamp but from Ireland. Offers general planning and communication tools.

Used for central communications and information exchange within EuropeanPioneers. This includes file and link exchange and storage, central event calendars, high-level task management, and monthly technical reports.

Monthly Technical Report

This report as outlined by the template attached to this document regularly captures the progress of and experiences with implementing FIWARE.

Track the progress in implementing FIWARE Collect feedback about FIWARE Used for pro-active support in case of foreseen risks and road blockers caused by FIWARE

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Slack A chat and communications platform with different FIWARE channels initiated by several SMEs part of the acceleration programme of the A16. As such central tool was missing from FIWARE and the A16, we quickly adapted it for our support.

Direct exchange and discussion of FIWARE or accelerator related issues between the SMEs as well as from SME to accelerator and SME to FIWARE.

EuropeanPioneers Training Events

A couple of face to face events where the EuropeanPioneers team meets with all SMEs selected for the programme.

Provide introductions and updates about FIWARE and FIWARE technologies. Provide FIWARE training sessions. Provide introductions and updates about support infrastructure. Motivate exchange between SMEs. Collect feedback about FIWARE from SMEs.

3.2 - Training Events

Until February 2015 two major training events for the 12 SMEs in EuropeanPioneers were prepared and took place in Berlin. The following sections summarize the technical parts of the two general face to face events prepared for mentoring and training of the SMEs selected for the programme of EuropeanPioneers.

3.2.1 - Welcome Days in Berlin / December 2014

The main objective of the Welcome Days was to establish the personal contact between the EuropeanPioneers team and the 12 SMEs that qualified for the programme. During the technical sessions, an active exchange about FIWARE and the FIWARE ecosystem on the one hand and the ideas and objectives of the SMEs on the other hands was in focus. Session Summary Major Objectives Introduction to FIWARE This introductory session provided

an introduction to EuropeanPioneers in the context of FIWARE. The slides of this session are attached to this document.

Provide a common high-level knowledge base for all SMEs about technical aspects related to FIWARE and EuropeanPioneers

Plenary Technical Session This session focused on FIWARE sources of information, tips and tricks for evaluation and implementation of FIWARE as well as an introduction to the one to one session.

Provide major sources of FIWARE information Discuss expectations, risks and chances Provide tips and tricks

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Ono-to-one Technical Sessions One-to-one sessions of 45 minutes between technical support of EuropeanPioneers and each SME.

Discuss the business case and technical concept of the planned MVP Discuss the potential benefits and technical implementation of selected and additional GEs and SEs

One major concern was to identify and answer central questions and potential road blockers related to FIWARE. The collection of all general questions with their answers from FIWARE accompanies this document as attachment.

3.2.2 - Training days in Berlin / February 2015

Objectives throughout entire Training Days were to exchange experiences with FIWARE, to identify any major issues and road blockers concerning FIWARE GEs, Lab and support and to connect SMEs using the same FIWARE technology. Session Summary Major Objectives Update of EuropeanPioneers / FIWARE support infrastructure

This introductory session provided an updated overview on experiences, expectations and tools related to EuropeanPioneers and FIWARE support. The slides of this session are attached to this document.

Introduce the schedule of the technical training Provide updated communications plan Provide update on general support infrastructure

FIWARE technology assessment This interactive session enabled all SMEs the chance to rate and discuss leverage and maturity of the evaluated GEs. More details are described below.

Rate leverage and maturity of FIWARE technologies Stimulate the exchange of experiences and knowledge between SMEs Get feedback on experiences and major issues with FIWARE

FIWARE Training

Based on a survey of the most popular FIWARE technologies in EuropeanPioneers, Thierry Nagellen from FIWARE provided specific FIWARE training on: - FIWARE Lab - Orion Context Broker - Complex Event Processing - Big Data Analysis

Help the SMEs to estimate the efforts and benefits related integration of presented technologies Provide space for specific Q&A and exchange of experiences

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Ono-to-one Technical Sessions One-to-one sessions of 60 minutes between technical support of EuropeanPioneers and each SME. Basis for this discussion was the monthly technical report based on the report template provided in the attachments of this document.

Reporting progress in implementing FIWARE technologies Planning and updating technical milestones Collecting additional FIWARE-related issues Provide space for general discussions and concerns, e.g. provide feedback on technical implementation in the context of the planned MVP

Assessment of FIWARE technology readiness level As part of the FIWARE infrastructure and technology evaluation and to push the exchange of knowledge and experiences between all SMEs of EuropeanPioneers we asked all CTOs to evaluate Lab and their preferred GEs by expected leverage and technology readiness level (TRL). TRL is a well-known NASA scale. Expected leverage means how big are expectations for these GEs to boost up the business compared to competitors. CTOs evaluated both specifications and existing implementations. Below you can find an overview on the assessment results. More details about the continuous evaluation will be part of the upcoming Deliverable D3.3.1 - “Report on the evaluation criteria and procedures for evaluating FI technologies”.

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D3.1.1 V1.0 – January 2015

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D3.1.1 V1.0 – January 2015

Page 20 of 22

FIWARE technology assessment General Statements

- API/Specs usually more mature than implementation for most GEs and SEs - Constantly changing without entry to change log. One component has two different guides. Need to

improve change management. Implementation for production environment must be actually bullet proof. Maintenance of the components? Long term support, continuous upgrade. Currently no confidence in that. E.g. outdated core libraries from 3rd parties might introduce a security risk.

- About APIs of general. Even API is quite low. No good use case. No description why should we use this in web environment unless we need interoperability (our company does not need this use case in mid-term)

- Security implementation is not documented. Implementation is sometimes before specification! - Identity management systems are available since 25 years and are still stable and scalable.

Message queuing systems are already available. Why should I use it; why is this innovative? (no clear business case)

FIWARE Lab - Lab is of low maturity. Public IP addresses no more available in Spain, but Budapest was okay. - Lab's maturity is in developer. Problems with IP, with image. Instance removed after all. Far away

from plug and play. - High level of burocracy with requesting IPs, ports... Lab usage too complex.

Complex Event Processing (CEP) - Has performed a scalability check, proving that GE is limited to a range of max. 10K simultaneous

connection. What is required is a range from 10-100 connections. Cosmos Big Data Analysis

- Hadoop limits me to specific versions of Linux and Kernel; we have already an own Hadoop cluster in production. Why risk putting in production sth. based on an outdated core library, this could be a security problem.

- Cosmos system is working more or less. Sahara allows us more flexibility, has got also a good community.

Kurento Streaming - Problems with scalability - No guarantees for production, seems like development is not done yet.

PDP Access Control - Deployment of PDP access control: long description with many steps. Broken links in

documentation. Support is very good. Orion Context Broker

- Orion misses a large variety of client libraries to handle complexity of contexts and components.

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4 - SUMMARY

This deliverable reported our major efforts to improve the attractiveness and sustainability of FIWARE by recommending improvements in information and support infrastructures. We believe that improvements are necessary to attract more companies to use FIWARE technologies and maybe the future commercial infrastructures in a large scale. Furthermore, these improvements most likely also lead to more and qualitatively even improved applications, a quicker start in using the technologies and infrastructures and increased chance of starting a successful business with FIWARE technologies in the next calls and rounds of the 16 FIWARE accelerators. In the current first round, our efforts focusses on improving FIWARE’s and our own support infrastructure to ensure, that the SMEs can concentrate on implementing FIWARE into their products without facing major road blockers and delays. At the same time they must also be aware of potential risks introduced by FIWARE – not to avoid FIWARE technologies, but to know how to plan and use it wisely and to understand FIWARE as a living ecosystem. I.e. on the one hand, that maturity surely must be improved by FIWARE for one or another technology but, on the other hand, that there is also the chance to request or implement improvements and features needed for businesses and to become active part of the FIWARE Open Source community as well. Considering the endeavour FIWARE in general, we think that any endeavour of this scale must leverage enterprise-like project management and resource planning, communication, and quality assurance as well as audit strategies to grasp complexity challenges of decentralized and distributed organization and technological diversity. This is a key issue for success and a recommendation to the European Commission is to make sure, that such a sufficient structure exists or is established in a short term and maintained in the long run.

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D3.1.1 V1.0 – January 2015

Page 22 of 22

5 - ATTACHMENTS

The following files are attached in the following pages of this document.

20141208_WelcomeDays_IntroductionToFIWARE_final.pdf Welcome Days: Presentation about FIWARE with focus on GEs and SEs.

20141209_WelcomeDays_TechnicalSessions_final.pdf

Welcome Days: Presentation of information and expectations using FIWARE technology during the acceleration programme with introduction to one-to-one sessions

WelcomeDays_OpenQuestionsFIWARE-FirstAnswers_Dec2014.pdf

Questions collected during Welcome Days with replies from FIWARE.

EP_Report_Template_MM-YYYY.pdf Reporting template for monthly technical reports in EuropeanPioneers

20150211_ep_infrastructure_support_v1.01.pdf Training Days: Presentation of updated support infrastructure and project communications with introduction to FIWARE technology assessment

20141208_WelcomeDays_IntroductionToFIWARE_final.pdf

08.12.2014

1

1

Welcome Days Berlin ‐ Technical Session – 08/12/2014

Monday Tuesday Wednesday

Introduction to FIWARE Introduction to FIWARE technology

1‐2‐1 Technical Sessions

1‐2‐1 Technical Sessions Wrap up FIWAREtechnology

2

Agenda – FIWARE Technologies

Overview on Fraunhofer, FIWARE and

FIWARE sources ofinformation

Introduction toFIWARE technologiesand infrastructures

Plan your technicalwork and the

integration of FIWARE technologies

Wrap up and time for open

discussions

CollectingQuestions,

Requirementsand Feedback


08.12.2014

2

Fraunhofer and me

What is FIWARE?• History of FIWARE technology

• Sources of information

Discussion and Q&mA

3

Introduction to FIWARE

4

Fraunhofer and Entrepreneurs

Table SoccerInnovations

Selling our ideas Earn money

Joseph von Fraunhofer(entrepreneur, 1787 – 1826)


08.12.2014

3

Fraunhofer is the largest organization for applied research in Europe

> 67 Fraunhofer institutes

> 23,000 employees, mainly natural sciences or engineering

Annual research volume: 2,1 billion Euros, • 1/3 is contributed by the German federal

government and the Länder governments

• 2/3 from contracts with industry and from publicly financed research projects

Representative offices in Europe, the US, Asia and the Middle East

5

Fraunhofer‐Gesellschaft

„From sensor data to business intelligence, from media analysis tovisual information systems: our technology allows enterprises to do more with data.“

Fraunhofer Institute for Intelligent Analysis and Information Systems IAISLocated in Birlinghoven close to BonnAbout 200 employeesResearch areas:

• Machine Learning and Data Mining• Multimedia Pattern Recognition• Data Science• Process Intelligence

6

Fraunhofer IAIS


08.12.2014

4

7

Thomas Winkler

Dipl.‐Ing. Electrical Engineering (2005 ‐ RWTH‐Aachen University)

Ph.D. in Computer Sciences(2013 – University of Bonn)

„Research Fellow“ at Fraunhofer IAIS (since 2006) / University of Bonn (2010‐2012)• 2006 ‐ 2012: Research and Development in

Multimedia Pattern Recognition (mainly ASR)

• 2012 – now: Consulting, Project‐ andProductmanagement

Hobbies:

DIY

Sports (active)

Music (passiv)

https://www.youtube.com/watch?v=PVS632As4Jw

8

FIWARE Ecosystem


08.12.2014

5

9

FIWARE Ecosystem

SupportFI‐Business ‐ FI‐Impact ‐ I3H ‐ FI‐Links ‐ CONCORD

Technology platformFIWARE ‐ FIWARE Lab ‐ FIWARE Ops

FIWARE Academy

A newecosystemof accelerators

FI‐Accelerator

Market‐ready Apps / Svs

FI Innovation Ecosystem

Open, Standard FI Service Platform

10

FIWARE Roadmap

• FI‐WARE technology foundation

• 8 Use‐Cases from different domains

Development

Phase 1

• FIWARE Lab & Hackathons

• FIWARE Ops

• 5 Use Case Projects (Domain Specific Large Scale Trials)

Large Scale Trials – Phase2

• 16 FIWARE Accelerators

• More than 1000 SMEs & web entrepreneurs develop apps & svs

• Sustainability

• Market Visibility

Market Take‐up –Phase 3

Today

‐‐2011‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐2013‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐2014‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐2015‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐2016‐‐‐‐‐‐‐‐

~60 GEs: Generic Enablers

38 GEs23 SEs (FIcontent)~30 SEs: Specific Enablers


08.12.2014

6

11

Background of FIWARE technologies

smart energy

transportlogisticsagri‐food

social connected TVmobile city services

video games

manufacturing

e‐health

12

Background of FIWARE technologies


08.12.2014

7

FIWARE Website: http://www.fi‐ware.org

FIWARE Catalogue: http://catalogue.fi‐ware.org/

Wiki with technical details:

https://forge.fi‐ware.org/plugins/mediawiki/wiki/fiware

FIWARE Lab: http://www.fi‐ware.org/lab/

E‐Learning about FIWARE: http://edu.fi‐ware.org/

GEs in catalogue are ALL Open Source, but be aware of the different terms & conditions of the different Open Source

licenses!

13

FIWARE technologies (GEs)

More general information: http://mediafi.org/

Wiki with technical details: http://wiki.mediafi.org

SEs are offered under different terms & conditions:• Proprietary / Open Source (check licenses!)

• Apps / Software libraries / SaaS

Terms and conditions can be found on mediafi.org or in Deliverable D5.4 (updates pending)

14

FIcontent technologies (SEs)


08.12.2014

8

Personal support• Training and coaching from experts

Software development• Product‐specific adaptions of enablers*

• Bug‐fixes of enablers

• Contribution to Open Source modules highly welcome

Infrastructure• FIWARE‐Lab

• FIC2 Lab*

• FIC2 Experimentation sites*

15

Support from FIWARE

Shared Knowledge• Public deliverables (e.g.: http://mediafi.org/library/)

• Wikis and Websites

• Webinars and Tutorials

Events• Hackathons / FIWARE Trainingevents

Network

16

Support from FIWARE


08.12.2014

9

17

EuropeanPioneers

18

Questions & (maybe) Answers


09.12.2014

1

1

Welcome Days Berlin ‐ Technical Session – 09/12/2014

Monday Tuesday Wednesday

Introduction to FIWARE Introduction to FIWARE technologies

1‐2‐1 Technical Sessions

1‐2‐1 Technical Sessions Wrap up FIWAREtechnologies

2

Agenda – FIWARE Technologies

Overview on Fraunhofer, FIWARE and

FIWARE sources ofinformation

Introduction toFIWARE technologiesand infrastructures

Plan your technicalwork and the

integration of FIWARE technologies

Wrap up and time for open

discussions

CollectingQuestions,

Requirementsand Feedback


09.12.2014

2

Plenary: Introduction to FIWARE Technology• Brief look at FIWARE dev infrastructure

• Expectatations, Risks and Chances

• Tips and Tricks

• Q&mA

1‐2‐1: Special sessions with each of you• Plan your technical work

• Plan our communications

Plenary: Closing Session• Wrap up and Open Discussions

3

Agenda

4

GEs and SEs under Consideration

Access Control ‐ THA

Backend Device M

gm. ‐ ID

AS

Big Data Analysis ‐ Cosm

os

Complex Event Proc. ‐ IBM

CM/PS‐CB ‐ Context Broker

CM ‐ IoT Discovery

Gateway Data Handling

Iaas Data Center RM ‐ IBM

Identity M

gm. ‐ KeyRock

Interface Designer

Monitoring ‐ TID

Object Storage

POI D

ata Provider

Policy M

anager ‐ Bosun

Real Virtual Interaction

Revenue Settlement & Sharing

Software Deploym

ent & Conf.

Stream

‐oriented

Synchronization

Virtual Characters

WireCloud

3d‐M

ap Tiles

Audio M

ining

Context Aware Recommendation

Gam

e Synchronization

Geospatial POI Interface

Geospatial POI M

atchmaking

Leaderboard

Open City Database (?)

Social Netw

ork

‐ ‐ 1 ‐ 1 ‐ ‐ 1 ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐

1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1 ‐ ‐ ‐ ‐ 1 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐

‐ 1 1 ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐

‐ 1 ‐ ‐ 1 ‐ ‐ ‐ 1 ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1

1 ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1 ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐

‐ ‐ ‐ 1 1 ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐

1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ 1 ‐ 1 ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐

‐ ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1 ‐ ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐

‐ 1 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1 1 ‐ 1 1 1 1 1 1 1

‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1 ‐ ‐ 1 ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐

1 1 1 ‐ ‐ 1 ‐ ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ 1 ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐

4 4 4 3 4 1 1 1 2 1 1 3 1 1 1 1 3 3 2 1 1 1 1 1 1 1 1 1 1 2

What we WON‘T DO today: Detailed technical coaching for any GE or SE


09.12.2014

3

E‐Learning about FIWARE: http://edu.fi‐ware.org/

Wiki with technical details:

https://forge.fi‐ware.org/plugins/mediawiki/wiki/fiware

FIWARE‐Lab: http://lab.fi‐ware.eu

Issue Tracker (partly on GitHub)

‼ GEs in catalogue are ALL Open Source, but be aware of the different terms & conditions of the different Open Source licenses!

5

FIWARE technologies (GEs)

URL: http://lab.fi‐ware.eu

Test FIWARE infrastructure and technologies

Use reference implementations

Not meant for business implementations!

6

FIWARE Lab


09.12.2014

4

Wiki with technical details: http://wiki.mediafi.org

FIC2‐Lab*

Experimentation sites*

Bug Tracking*

‼ SEs are offered under various terms & conditions:• Proprietary / Open Source (check licenses!)

• Apps / Software libraries / SaaS

• => Terms and conditions can be found on mediafi.org or in DeliverableD5.4 (updates pending)

7

FIcontent technologies (SEs)

URL: t.b.a.

Similar to / based on FIWARE Lab, not for businessimplementation!

Provide issue tracking (probably GitHub)

Enable phase 3 projects and developers to …• Discover – Access extensive information

• Try – Test live demos of SEs

• Tweak – Use developer playground

• Run – Leverage various SysOp tools

8

FIC2‐Lab


09.12.2014

5

Experimentation Sites:

Barcelona

Berlin

Brittany

Cologne*

Lancaster

Zurich

9

FIcontent Experimentation Sites

Make technologies ready for the market• Gather market requirements

• Adapt technologies to the market requirements

• Increase reliability of infrastructure, software and services

Provide critical mass of users of FIWARE technologies

Create business models and services (and jobs) based on FIWARE technologies in Europe

10

General Expectations of the EC


09.12.2014

6

Use FIWARE technology

Test FIWARE technology

Provide feedback to improve technologies and documentation

Build your business using FIWARE

11

Expectations from you in Phase 3

Be successful!

Risks Chances

Technology is not „ready“ You can influence the development

Limited individual support for phase 3 Enforce basic level of support / documentation for your particular needs, suggest improvements!

Delays for support requests and bug‐fixes Increase your level of patience

Terms & conditions do not match yourbusiness model

Discuss possibilities for adapted terms & conditions

Your GE/SE was taken out of thecatalogue

If technology is essential, try to negotiatepersonalised terms & conditions withprovider

12

Risks and Chances


09.12.2014

7

Categorise: technology you MUST use vs. technology youWANT to use

Consider delay for support requests and bug‐fixes

Start implementation early• Evaluate functionality of GEs/SEs

• Collect new requirements

• Provide bug report

• Provide general feedback about technology

Plan early first evaluation, consider two evaluation phases:• Smaller technical pre‐evaluation

• Main evaluation with field trials

13

Tips & Tricks

Connect with and exchange experience with other start‐upsand SME using same GEs or SEs (and with us)

Make sure you checked and understood the terms andconditions for your GEs / SEs

Be active providing feedback (positive and negative)

14

Tips & Tricks


09.12.2014

8

Goal:• We want to understand your vision and technical objectives

• We want to know, how we can help you best in achieving your technical objectives

Topics• Describe your vision, idea and objectives

• Technology check: GEs and SEs and development roadmap

• Discuss open issues

• Determine communications and next steps

15

1‐2‐1: Technical Sessions

Finish Private Session with etventure

Bring your information from private session / questionnaire

16

1‐2‐1: Organisation


09.12.2014

9

17

Questions & (maybe) Answers

CONFIDENTIAL – please do not forward or share without explicit permission of EuropeanPioneers

EuropeanPioneers Q&A of First Round Welcome Days – December 2014

Specific Technical Issues (GEs):

• Access Control: o There seems to be a problem with “Access Control – THA Implementation” when

trying it from the FIWARE Lab: The error has something to do with a certain IP address not available or valid. Any problems known with that?

• Gateway Data Handling / CEP: o Is there any sample data for motion available? (Data handling / CEP) o Is there any reference implementation for iOS for Data Handling and CEP? o No there is not

• Kurento Streaming: o Is Kurento streaming available as a service? (FIWARE Lab as well as production

system.) o Yes, you can install kurento on the FIWARE lab and use it as a Service

Phase 3:

• General issues: o Is FIWARE technology really ready for business? o In general we expect that FIWARE technology is now mature enough for business

especially because 2 partners have already launch their commercial offers based on subset of FIWARE Generic Enablers. In addition, we have put in place trackers systems for each Generic Enablers so if there are bugs, you can submit the bug through the tracker and an answer will be provided quickly

o Why should I move from Amazon or other providers to FIWARE infrastructure? (Easier? Cheaper? …) – hosted in Europe, based on Open Source Software from FIWARE (easy migration to other providers with FIWARE basis)

o First of all, FIWARE Lab has been designed to host FIWARE Generic Enablers in “as a Service” mode and to simplify deployment of an enabler on a new VM without any configuration, including OS configuration. Of course a large majority of GE has an Installation Guide explaining how install yourself the enabler on a dedicated machine or a VM but we cannot exclude that some configuration concerns could happen because of another cloud environment.

o Second, some of the GE are available only “as a Service” which means that you will have to access resources on FIWARE cloud and having a fully integrated environment is also the best choice to optimize your development.

o Third, 18 nodes are available through Europe to be compliant with national laws especially data hosting

o How can I bring own technologies (‘GEs’) into the FIWARE Open Source community and brand?

o We are preparing this process defining what could be the technical requirements as well as documentation requirements (from architecture to guides for installation


and users). In addition, be part of a global architecture requires also some integration tests. So this process should be available in the next 6 months.

o The access of some information pages and downloads of FIWARE GEs require you to be part of the FI-PPP. How is it possible to access or download such relevant information as a funded start-up of a phase 3 project?

o You should have this concern only for few GEs which are not in Open Source. In this case you would find a contact person (and his email) to define the relationships for the expected duration and then have access to resources through the FIWARE partner.

o In any other case, or if the contact person is missing, this is a mistake and if you submit a ticket, we will be able to solve that in 24h.

o Where can I find best practices? - E.g. for: For changing from Amazon (or other services) to FIWARE. For use cases and integration of GEs.

o There is no best practise for changing from Amazon to FIWARE because what you have on Amazon cloud is your own stuff and only you know what is the VM configuration. If you can make an image system in Amazon cloud from VM you have to transfer, you would be able to install it on a FIWARE VM.

o For best practise for use cases some examples should be available in User Guides and for integration tests, because of the modular approach of FIWARE, you can submit a ticket to obtain dedicated integration test. In addition, we will publish soon some bundles (subset of GEs already integrated)

• Infrastructure & FIWARE Lab: o When are the issues with FIWARE Lab solved? (Currently problems to use it. Usually

just one machine / instance usable. Not sufficient for phase 3 testing.) o You should have 5 VMs. If not submit a ticket to FIWARE Lab so your problem will

be tracked correctly by FIWARE Lab team. o If you need some dedicated resources because you are selected in Phase 3, the

optimal way would be to consolidate these requirements and send the request by European Piooners.

o Will there be reliable dedicated machines provided to the phase 3 participants? (This is very important and urgent!) (to be linked to the previous answer: based on the number of SMEs in phase 3, we really need a consolidated view of these requirements from the different accelerators before to answer in detail)

o How can I get “private” machines as phase 3 participant? o What do you mean by private? FIWARE Cloud is a cloud dedicated to FIWARE users.

So if you create your account, you will have 5 “private” VMs dedicated to you. o What is the maximum number of machines I can use during phase 3 (for free)? o What are the Specs of the provided machines? (How much space is provided? How

much bandwidth is provided? How powerful are the machines? How is the latency of the machines?)

o Is it possible to upgrade the Specs or the number of machines? How much does it cost?

Beyond Phase 3: • Infrastructure:

o Is there any guarantee for availability of infrastructure after the programme ends?


o Industrial partners are working on it. Telefonica and Engineering have already launched commercial offers in the context of Smart Cities platforms and some other partners are analysing how to provide FIWARE commercial nodes.

o In addition the 18 nodes which are part of FIWARE lab could also launch their own commercial offers.

o You are now part of the ecosystem we would launch in Europe, so if you need commercial nodes, please put the pressure on all industrial partners!

o Is there any guarantee for support of infrastructure after the programme ends? o We are also working on it. In general we have to build a FIWARE community to

assume sustainability without public funding. Infrastructure like FIWARE Lab are part of the picture

o How much will the use of FIWARE infrastructure cost after the end of the programme? (Software is Open Source, but what about infrastructure costs?)

o This is part of the sustainability task to evaluate that but also business aspect for FIWARE industrial partners

• Technology: o If not ready yet, will FIWARE technology be really ready for business within 8 month

time (July 2015, end of first round)? o As explained before, if you submit the tickets to solve bugs improvement should be

done and you could find an industrial node also for hosting o Which guarantee do I have as a start-up or SME, that the technologies now available

in the catalogue are also available in the future after the programme ends in 2016? o Like new technologies you try to adopt first, there is a risk but in the context of

FIWARE, enablers are in Open Source so any developer could maintain it and if there is a good adoption of the Generic Enablers, of course they will be maintained (part of the sustainability task). We are not spending so much effort just because we are involved in a collaborative project but for industrial use of the results. There is always an option that some Generic Enablers which could be not so successful (not rally use by SMEs) could be stay at the level there are at the end of the programme (stable version but no evolution)

o How will Open Source be governed now and in the future? (Currently many different ways of providing source code seem to exist in FIWARE. Sometimes only zip-files are provided which make development and active contributions difficult. GitHub is usually a good option. Apache foundation is good example.)

o There are many good example of Open Source Community. We have in mind to build a FIWARE Open Source community with dedicated resources to maintain GE and support further developments.

o Is there any guarantee that there is an active community and governance concerning the Open Source modules after the programme ends?

o What happens in case of FIWARE technologies that do not provide any value to the start-ups and SME? Do you drop them? What if they are only used by one or very few SMEs only?

o As explained before first solution: a stable version will be let available for the users at the end of the programme. Second solution: a GE has an owner (company which are in charge of the development) despite a low adoption, the company could also decide to maintain it under its own licence conditions. But like any open source software, the stable version existing before to change to a commercial licence will always be available in open source.


Technical Report: [Company] Technical Contact: [Name, e-mail, phone]

Reporting month(s): [MM- YYYY to MM-YYYY]

Please provide input to the following areas of interest. All areas are focused on technical issues. Non-technical activities should only be mentioned if they are FIWARE-related or have

any other direct impact on the technical implementation.

1. Summary of Progress Towards Objectives (1 paragraph) Please give an executive summary on the progress of the work within the reporting period.

2. Main Activities (bullet points) Please list your main activities within the reporting period.

3. Achievements (bullet points) Please list the major achievements within the reporting period.

4. Deviations and their Impact Point out and briefly discuss any deviations from previous plans.

• Name and briefly describe deviations and their impact • Briefly explain what caused the deviation • If applicable, name corrective actions planed/taken

5. FIWARE Technology (bullet points) Please update the list of used / planned to use / considered GEs, SEs and FIWARE infrastructure.

Used:

Planned:

Considered:

6. FIWARE issues Please provide an overview on major issues with FIWARE that you faced within the reporting month.

Date of reporting

Name Short Description GE, SE or area (LAB, Website, …)

7. FIWARE Requests Please summarize major requests (for features or other issues) concerning FIWARE that you discovered during the reporting month. This is just an overview and no details are needed here, but should be provided when reporting the detailed request using the EuropeanPioneers technical support infrastructure.

Features:

Date of reporting

Name Short Description GE, SE or area (LAB, Website, …)

Other Issues: Date of

reporting Name Short Description GE, SE or area

(LAB, Website, …)

8. Milestone Overview List all milestones including all relevant dates and current status. Clearly mark any changes since last report by using red text color.

No. Name Delivery Date

Forecasted data /

actual data of delivery

Status1 (not active, in progress,

done)

Comments

9. Risk updates Check and update your risk register with all critical or FIWARE-related risks. Clearly mark any changes since last report by using red text color.

1 Not active: currently no work for milestone in progress / in progress: work to achieve milestone in progress / done: milestone reached (all necessary work accomplished)

Risk Probability2 Im

pact 3

Description of impact Preventive measures

Corrective measures

2 Probability of risk: 4 – very high (> 50%) 3 – high (25% - 50%) 2 – medium (10% - 25%) 1 – low (< 10%) 3 Impact on project or product, if risk occurs 4 – high 3 – medium 2 – low 1 – insignificant

20150211_ep_infrastructure_support_v1.01.pdf

11.02.2015

1

IAIS: support structure for European Pioneers @ FIWARE

1

Updated Agenda:

Time Topic

09:30 – 10:30 Support Structure for European Pioneers

10:30 – 11:10 FIWARE Lab

11:10 – 11:30 Coffee Break

11:30 – 12:00 Orion Context Broker

12:00 – 12:30 Complex Event Processing (CEP)

12:30 – 13:00 BigData Analysis ‐ Cosmos

13:00 – 14:00 Lunch Break

14:00 – 18:00 1‐on‐1 Sessions

Agenda for FIWARE Sessions

2


11.02.2015

2

Expectations and Experiences

Current and Future Support Infrastructure

Collecting and Structuring Feedback for Reporting

FIWARE Training and Webinars

Technology Assessment

3

Agenda – Support Structure

Use FIWARE technology

Test FIWARE technology

Provide feedback

Build your business using FIWARE

Expectations

4

Be successful!


11.02.2015

3

Positive:

Great support from Thierry

Responsive FIWARE support

Room for Improvements:

Delays in Communications / Long Communication Chains

Structures are sometimes unclear / incomplete

FIWARE Lab / Infrastructure issues

Difficulties to track issues efficiently

Experiences

5

Existing channels:

Repositories Information Communications

GitHub fiware.org GitHub

FIWARE forge FIWARE wiki Stackoverflow

… Mediafi.org TeamworkPM

Googledocs JIRA

… E‐Mail: GE‐owners

E‐Mail: FIWARE

E‐Mail: FIWARE Lab

Slackchat

FIWARE Information and Support

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4

E‐Mail to Thomas & Peter

GitHub*• Direct communication with GE owners

• Software related issues (bugs, feature requests)

JIRA / Support‐Hotlines**• General FIWARE issues, e.g.:

• FIWARE Lab: fiware‐lab‐[email protected]‐ware.org

• FIWARE‐Technology: fiware‐tech‐[email protected]‐ware.org

TeamworkPM

Slackchat / A16 exchange

Recommended Communications

7

*) provide user name to Thomas / Peter**) cc Thomas/Peter

Used for:

Technology Matrix

Important Links (Information, Videos, etc.)

Exchanging Files (e.g. Technical Reports)

Organising Events (Training Days)

Requesting Webinars

Also considered for:

FAQs

Community (?)

TeamworkPM

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Technology – SME‐Matrix

9

Peter Thomas

Eloptico UsherU

Avuxi Muuselabs

Appscend TobyRich

Zylia Konnektid

GameGenetics SmartDrive

LiveCoding PeopleGraph

Contacts

10


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6

Monthly Technical Reports

11

1) Tasklist for technical reports

2) Reporting month as task

4) Category should match company

3) Reports added as files

What is the setting?

12

Current situation

Fraunhofer IAIS

Startup #1

Startup #N

FIWARE Node#1e.g.

DE/Berlin

FIWARENode#Ne.g.

FR/Lannion

FIWARE Service Desk

=> JIRA

GE owner #1 GE owner #N

GE#NGE#1EP : ~ 12 SMEsFI‐PPP: 1300 SMEs across EU


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Support Infrastructure

13

Service Desk

Support Infrastructure

14

Service Desk


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Support Infrastructure: use ITIL

15

IT Service Management: what are known best practices? ITIL! (IT infrastructure library) => Processes, KPIs, lot of advice

What should a support infrastructure cover and how?

=> Service Strategy / Service Design • Service strategy: Consulting regarding integration design decisions

and operation; subscription plans and legal responsibility etc.

• Provide quality documentation (Wiki) Good: FIWARE academy

=> Service Transition• Detailed questions on service integration

• Ensure test operation mode; Implement billing

=> Service Operation• Ensure productive operation mode: security, integrity, maintainability,

availability, accountability. (Decided by Service Strategy)

16

ITIL methodology for support


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NAGIOS GE/SE Monitoring

17

define host{

use linux-serverhost_name ge_ibm_protonaddress cep.testbed.fi-ware.euhostgroups ficontentcheck_command check_tcp!8080check_interval 10contact_groups ficontent

}

18

Sorting out root causes

Question fromstartup to Support

Problem class Strategy

I use component X and need feature Y.Need bigger server.Who updates 3rd party libraries?

Design roadmap? What is the offeredservice subscriptionplan and businessstrategy?

Decision betweenorganic vs. coordinatedaligned change

I cannot accessservice X.

Users reportingsuch problems is a nogo.

Assign and controlresponsibility forstable operation

I need to scaleacross regions withdivertlegal/technicalsetup.

How to addresslegal and technicalcomplexity at thisscale?

Introduce/reviewaudit process toensurehomogenization ofprocesses andsystems. („FIWARE franchise“). Design automated UAT.


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FIWARE Training Bootcamps:• Offered at various locations

• Announcements will be circulated

Webinars:• Web based training on specific GE

• TeamworkPM:

• YOU: Request Webinars

• WE: Forward request to FIWARE and organise other participants

FIWARE Training and Webinars

19

New FIWARE Lab & FIWARE Ops videos available:

VIDEO1 ‐ The FIWARE Offering (By Maurizio Cecchi)

VIDEO2 ‐ eLearning Platform: Support to FIWARE Developers (By Uwe Herzog)

VIDEO3 ‐ FIWARE Ops, an Overview (By Federico Alvarez)

http://bit.ly/1E1BzEq

New Information

20


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FIWARE Technology Assessment

21

Maturity

ExpectedLeverage

+ Adds core functionality‐ Not yet ready

Very low medium Very high

Documents

D3.1.1 REPORT ON TRAINING MATERIALS AND SMES (1ST …€¦ · D3.1.1 . REPORT ON TRAINING MATERIALS AND SUPPORT STRUCTURES FOR SMES (1ST VERSION) . January 2015 . This document assesses