Challenges in Service Delivery Management & Service Level ...

11 October 2010

10th Cracow Grid Workshop (CGW 2010), Krakow, Poland

Thomas Schaaf

Ludwig-Maximilians-Universität München

Challenges in Service Delivery Management &

Service Level Management in GridsLooking at Grid operations from an IT Service Management (ITSM) perspective

gSLM is a project supported and funded by the

Seventh Framework Programme of the European Commission (2007-2013)

Coordination and Support Action

EMERGENCE TECH LTD.

Motivation: IT Service Management (ITSM)

• Why IT Service Management?• About 80% of all service outages originate from

“people and process issues”

• Duration of outages and degradations

significantly dependent on non-technical factors

• IT Service Management …• … aims at providing high quality IT services

meeting customers’ and users’ expectations …

• … by defining and installing management

processes covering all aspects of managing the

service lifecycle:

– Planning

– Roll-out and delivery

– Operational support

– Changing and improving

2Service Delivery & Service Level Management in Grid Infrastructures (gSLM)

Reasons for service outages

[Gartner, 2001]

Service and Value

• Service can be defined as …• … a means of delivering value to customers …

• … by supporting them in achieving their goals …

• (… without the customer being responsible for the specific costs and risks

associated with the service.)

• What is value from a customer/business perspective?


Utility Warranty Value

Definition according to [OGC/ITIL, 2007]

Why would a customer be

interested in the service?

How can the provider

guarantee to meet the

agreed quality?

Subject to Service Level

Agreements (SLAs)

The role of SLAs in ITSM

• SLAs align the capabilities of

an IT provider with the

customer/business

requirements.

• SLAs build a contractual

framework for mutual

obligations and

responsibilities.

• SLAs clearly define the

services to be provided, where

applicable by referencing a

catalog of service

specifications.


Applying ITSM and SLAs in Grids is difficult

Often no single central

authority with control over

service delivery, service levels

and operations procedures

Often no hierarchic service

chain with clear distribution of

responsibilities

Service commitments and

dedication of resources to the

Grid on a voluntary basis

Often no sophisticated formal

agreements on service

functionality and quality


Resulting Key Questions and Challenges

1. Can ITSM be applied to Grid infrastructures/services?

2. How can Grid initiatives, resource providers and VOs take

benefit from good practice in ITSM?

3. What are the different conditions/constraints for

implementing ITSM in Grids compared to "traditional"

provider/customer scenarios?

4. How can the different conditions/constraints be handled?

Now: Some more background information on ITSM


Important IT Management Frameworks & Standards


ITIL V2 ITIL V3

COBIT

MOF

ISO/IEC 20000

ISO 9000

CMM CMMI

ISO/IEC 15504

Software Engineering:Maturity Model

IT ServiceManagement

Quality Management

BS 15000

Adoption of key concepts

Successor

ISO/IEC 27000

eTOM

TelecommunicationsManagement

TOM

SID

The Big 4 in IT Management


ITIL V2 ITIL V3

COBIT

MOF

ISO/IEC 20000

ISO 9000

CMM CMMI

ISO/IEC 15504

Software Engineering:Maturity Model

IT ServiceManagement

Quality Management

BS 15000

Adoption of key concepts

Successor

ISO/IEC 27000

eTOM

TelecommunicationsManagement

TOM

SID

The Big 4 in IT Management – Overview


MOF

ISO/IEC 20000

eTOM

IT Infrastructure Library

• Good Practice in IT Service

Management (ITSM)

• Descriptions of key principles,

concepts and processes in ITSM

• Most popular and wide-

spread framework

• 5 books edited and

released by the British

OGC

Microsoft Operations Framework

• Operational guidance in ITSM

• Provides operational "job aids" in

support of service delivery

• Based on ITIL

• Designed for (but not

limited to) environments

using Microsoft solutions

ISO/IEC 20000

• International standard

• Defines the minimum requirements

on ITSM

• Developed and

maintained by a joint

committee of ISO and IEC

• Auditable, certifiable

Enhanced Telecom Operations Map

• Sophisticated multi-level process

model

• Supported by an object-oriented

(UML) information model ( SID)

• Designed to serve the

needs of telecom

providers

• Owned and published by

the TM Forum

– Overview of the Core Books


Service Strategy

Financial

Management

Service Portfolio

Mgmt.

Demand Mgmt.

Service Design

Service Catalogue

Mgmt.

Service Level Mgmt.

Capacity Mgmt.

Availability Mgmt.

Continuity Mgmt.

Security Mgmt.

Supplier Mgmt.

Service Transition

Change Mgmt.

Service Asset and

Configuration Mgmt.

Release and

Deployment Mgmt.

Service Validation and

Testing

Evaluation

Knowledge Mgmt.

Service Operation

Event Mgmt.

Incident Mgmt.

Request Fulfillment

Problem Mgmt.

Access Mgmt.

Continual Service

Improvement

The 7-Step

Improvement Process

Service Reporting

Service Measurement

in 90 seconds


Incident Management

Problem Management

Configuration Management

Change Management

Release Management

Service Level Management

Financial Management

Capacity Management

Continuity Management

Availability Management

Restore interrupted service as soon as possible

Avoid recurrence of incidents by improving infrastructure quality and stability

Provide a logical model of the infrastructure and all configuration items (CIs)

Ensure all changes are assessed, approved, implemented and reviewed in a controlled manner to avoid unplanned and unintentional effects

Deliver, distribute and track one or more changes in a release into the live environment

Define, agree, record and manage levels of service by closing SLAs with all customers and OLAs/UCs with internal and external sub-providers

Financial control including budgeting, accounting and charging of/for IT services

Ensure sufficient capacity to meet the current and future agreed demands

Ensure continuity of the most critical systems and services after a disaster event

Ensure that agreed service availability commitments can be met

The 10 core processes of ITIL:

ITIL (good practice) vs. ISO/IEC 20000 (standard)


• 16 pages total (entire standard)

• ½ page on SLM

• about 1,500 pages total (entire framework)

• 15 pages on SLM

ITIL, MOF and ISO/IEC 20000 on SLM (examples)


MOF

ISO/IEC 20000

Good practice in SLM:

• SLA frameworks with multi-level SLAs

• Processes: Service level management & service catalogue

management (descriptions of goals, inputs, outputs, activities)

Job aids (templates, tools) provided:

• Functional service specification sheet

• Operations and services description template

• SLA and OLA templates

• Service catalogue sample

Requirements (extract):

• Each service provided must be defined, agreed and documented.

• SLAs must be under the control of formal change management.

• SLAs must be maintained by regular reviews by all parties.

• Service levels must be monitored and reported.

The Potential of ITSM in Grid Environments

• What can we learn from ITIL, MOF, ISO/IEC 20000 and

eTOM for the management of Grids?• Adoption of key concepts?

Reasonable (maybe necessary), but not easy

• Adaptations necessary?

Example: Adoption of the SLA concept for grid environments

• Hypotheses:• Grids provide value to their users, but are focused on utility more than on warranty

today.

• For the success of tomorrow’s e-Infrastructures in research (and industry), it is

important to adapt ITSM processes and concepts for the new types of infrastructures.

• Today, effective and generally applicable solutions/frameworks in support of service

delivery management (SDM) and service level management (SLM) for Grids and

Grid-like infrastructures are not available.


gSLM: A new EC-funded FP7 Project

• Core objectives of gSLM:• Foster the cross-disciplinary scientific exchange between the Grid and the IT Service

Management communities

• Initiate and hold regular meetings and public workshops on the management of e-

Infrastructures (Grids).

• Produce a scientific roadmap as a basis for future developments and research efforts.

• Key facts:• Start date: 2010-09-01

• Duration: 24 months

• Total budget: 475,000 EUR

• Web site: www.gslm.eu


• Consortium/participants:

EMERGENCE TECH LTD.

gSLM: A new EC-funded FP7 Project


Scope of gSLM:

Bring together Grid experts and experts in IT Service Management

in order to adopt and adapt IT Service Management methods and

technologies for e-Infrastructures like Grid environments.

Grid Community

IT Service

Management

Community

Expertise in building

and operating Grids

Expertise in managing

distributed information

technology services

gSLM: Vision

• A roadmap that describes …• … the potential (and/or non-potential) of applying ITSM concepts in Grids.

• … a gap analysis showing where ITSM-related concepts have already been

implemented in Grids – and to which degree of success.

• … recommendations on how to establish ITSM in Grids in the future.

• In the near future, gSLM shall provide among others:• A freely available (online) tutorial on ITSM for the Grid community

• Guidance and recommendations on SLM and SDM in Grids in a "good practice"

fashion (NOT limited to or focused on a specific Grid Initiative, but generally

applicable)

• ...

www.gslm.eu

Thank you for attending this talk at CGW 2010.


http://www.gslm.eu/

Challenges in Service Delivery Management & Service Level ...

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