Marine Core Service MY OCEAN WP 16 Service Management and Service Desk Simon J. Keogh WP16 Leader

MarineCore

Service

MY OCEAN

WP 16Service Management and

Service Desk

Simon J. Keogh

WP16 Leader

Marine Core Service

MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma

Reminder Partnership – main roles

WP 16.1Service Management

and Web Portal(coordination)

16.2 ServiceManagement Design and

Transition to Operations

16.3 Service ManagementOperations

16.4 Web Portal,including INSPIRE

compliant visualisation Sub-system

Met Office

Met Office+All

Met Office+TACs/MFCs

MetOTechWorksUREADCLSHRW

Please note that this work package needs the involvement of all partners in some capacity and not only those partners who are explicitly listed in the DoW.

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WP16 Partners

Participant Name Working Contact Deputy contact Roles

Mercator Ocean Dominique Obaton Gaetan Vinay PU-SICL

Met Office Simon Keogh Clare Hubbard WPL/Service Mgt

INGV Claudia Fratianni Massimiliano Drudi PU-SICL

DMI Vibeke Huess Nicolai Kliem PU-SICL

MHI Gennady Korotaev Yuriy Ratner PU-SICL

CLS Vinca Rosmorduc Gilles Larnicol PU-SICL

IFREMER Sylvie Pouliquen Thomas Loubrieu PU-SICL

CNR Rosalia Santoleri Emanuele Bohm PU-SICL

MetNo Bruce Hackett Oystein Godoy PU-SICL

TechWorks Phil Trickett Charlotte O'KellyWDAP-Design and

Implementation

UREAD Jon Blower Keith Haines WDAP-WMS

HR Wallingford Keiran Millard N/A WDAP-INSPIRE

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Reminder - Objectives for WP 16.2

Main objective is To develop IT service management processes for MyOcean => Request Fulfilment, Access Management and

Incident Management

Main issues Moving from a “DU” to a “PC” service organisation Bringing Stream 1 PC SIOPMs up to the standard required Getting ready for the V1 Stream 1 release Improving Incident Management Process Improving the Access Management Process Improving Information Security Management

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WP 16.2 : main achievements Main achievements are

Developed Request Fulfillment, Access Management and Incident Management Processes for the V1 phase. Production of Operations Process Manual (OPM) for V1 Production of V1 Stream 1 SIOPMs by Production Centres to describe their local processes during V1 following Ifremer example Production of Service Management Plan Operating the Service Management Process Working Group (SMPWG) Award for Clare Hubbard (itSMF “Service Manager of the Year”)

Main difficulties Developing and operating a service at the same time – resource pressure

Remaining activities/objectives Complete PC Acceptance for V1 stream 2 and also V2 service Formalise Continual Service Improvement process Formalise Catalogue Management Process

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Reminder - Objectives for WP 16.3

Objectives, difficulties, … Operating a service desk To grant service access to users, apply data license and deal with user feedback To perform Request Fulfilment, Access Management and Incident Management To produce Service Monitoring Reports from V1

Steps, V1, risks, issues, … V0, service desk set up by T+3 Add value to service by performing Service Monitoring at V1. This is done manually in the case that

it cannot be done automatically

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WP 16.3 : main achievements Main achievements are

Service Desk set up by T+3 with trained staff and customised tools. It has been operating successfully since then. Good user feedback on experience of the service desk. Good interaction between central service desk and contacts in Production Centres. 287 SLAs handled by the Service Desk since March 2009!

Main difficulties Managing user expectations – some clearly thought V0 was the start of the V1 service Running the service and developing the service at the same time

Remaining tasks Use of MIS tools for service monitoring and reporting when automated systems are delivered

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WP16.3 V1 Service Desk Model

Service Desk Support Group (SDSG) is the internal and external face of the MyOcean service desk

SDSG has a deep understanding of how MyOcean works

Service DeskOps Centre

Service Desk Support Group

MyOcean TACs, MFCs, Web Portal desks

USERSV1 User Database

Account

ManagersLDAP

Database

MIS Desk

RemedyDatabase

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WP16.3 User Information Security

User private details cannot be distributed by email within MyOcean Access to Alfresco secure repository only available on return of Non-

Disclosure agreement

Service DeskOps Centre

Service Desk Support Group

MyOcean TACs, MFCs, Web Portal desks

V1 User Database

Master

RemedyDatabase

MyOcean Partners

AlfrescoSecure

Repository

Copy of V1 User Database

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WP16.3 Service Statistics

By end March 2011, 287 Service Level Agreements had been signed by users

Users come from 44 countries around the world

More than half of users are from Universities, Education, Research

The rest are a mixture of National Met/Ocean services and commercial companies

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WP16.3 Number of requests

Number of requests has increased after V1 Resolution time for requests has decreased slightly after V1

0

5

10

15

20

25

30

35

40

Aug/Sep'10 Sep/Oct '10 Oct/Nov '10 Nov/Dec '10 Dec '10/Jan'11

Jan/Feb '11 Feb/Mar '11

No of requests

Resolution times (days)

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WP16.3 Requests for Observation Products

>400 Ocean Colour products requested for but there are many, many Ocean Colour products on offer

Number of Requests for Obs Products

0

50

100

150

200

250

300

350

400

450

OC SST SL INS SIW

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WP16.3 Requests for Forecast and Analysis products

Number of requests for Forecast/Analysis products

Number of requests for Forecast and Analysis Products

0

10

20

30

40

50

60

70

GLO NWS MED IBI ARC BAL BS

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WP16 – User Satisfaction with Service Support

Service Desk ran a user satisfaction survey on behalf of WP2.2 for the V1 Stream 1 transition

~20% of users responded to this survey. This is comparable to the fraction of users who responded to the transition preparation survey in November 2010

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Satisfaction questions

Users were asked questions about various aspects of the MyOcean service.

Satisfaction was ranked using a “Star” rating system

* Very unsatisfied

** Unsatisfied

*** Satisfied

**** Very satisfied

This rating system forces the user to be decisive about their satisfaction

Scores and statistics were compiled by a survey tool

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Survey Results – Service Support

Category Satisfaction (Based on 1-4 ratings)

Advanced notification of planned service changes/outages

Average Rank 3.29Count: 56 Min: 2 / Max: 4StdDev: 0.67

Notification of service anomalies (incidents) when they occur


Handling your reports of service issues


Handling your requests for product access


This is a great result for Central Service Desk and all local Service Desks!!!

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WP 16.4 WDAP and Visualisation

Original aims Provide a front end for key user functions supported by MIS: discover products, view products, download

products Provide a user interface to the Service Desk: general inquiries, request product, report fault, feedback Provide a service performance monitoring dashboard for MyOcean Implement an INSPIRE compliant visualisation system.

Situation now Due to problems with exhaustion of partner budget, WP16.4 is now closed This work moved to WP2 from July 2010 A summary of progress to July is presented on the following slides

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WP 16.4 : Main achievements

UREAD have incorporated ncWMS into THREDDS software, managed by UNIDATA

THREDDS or ncWMS is now running at almost all MyOcean Dissemination Units

For V1.n Visualisation will only support gridded data operationally– But UREAD have an R&D project to help support in situ

data; for V2– Ifremer are working with CLS in order to specify the

adaptation necessary to allow viewing of in situ products

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WP 16.4 : Viewing example for CNR

The essential infrastructure to enable viewing exists now for gridded data.

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Technical Challenges– To implement Continual Service Improvement in an effective way– To refine Catalogue Management– To interface the Service Desk to monitoring tools that will be provided by WP2

Operational Challenges– For WP16 to maintain “Business as usual”, supporting V1 Stream 2 and V2

releases effectively– To transition the Central Service Desk from Met Office to Mercator-Ocean in

January 2012

Ultimate Challenges– To keep users happy

Main Risks– Trying to do too much and not doing any of it well enough

WP16 Future Challenges

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Past :– June 2009 : Initial Service Desk Operations begins. Users all directed

to service desk to access services.– February 2010 : Service Management Workshop– May 2010 : Begin work on V1 SIOPM template and finish V1 OPM– June 2010 : Service PDR– November 2010 : Survey users about transition– December 2010 : V1 Access Granted to users– March 2011 : User satisfaction survey

Future :– June 2011 Support V1 Stream 2– June 2011 WP16 leadership handover to Clare Hubbard– December 2011 Support V2– January 2012 Transition service desk from MetO to Mercator-Ocean

Calendar

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WP 11EXPENSES

Actual(March2010)

Variance versus Budget Comments

K€ K€ %

Coordination + 5 + 10% More…

R&D - 10 - 2% Less…

Dev/Maint.

Production

Cal/Val

WP

Coordination

1st reporting period : Budget

Figures will be provided by PMO

as soon as your partners have

finished reporting and will be

added to your presentation.

Be ready to give short

explanations on main deviances

during your presentation...

We are talking about estimated

budget (best estimates) !

~ 2 mn

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Thank you for listening

And thank you to WP16 partners for all your efforts during this challenging

year!

Questions?

Documents

Marine Core Service MY OCEAN WP 16 Service Management and Service Desk Simon J. Keogh WP16 Leader