Service Management

Service Lifecycle

2

Plan Deploy Operate

Design Validation

Technical Forum

Pre-Sales

PreOPS to OPS

User Profiles

Granular Deployment

CSO Supervision

OSM Monitoring

Status (HMI & B2B)

Frequent Deployment Usage Reporting Overload Protection

Redundancy

Contingency

Scalability Deployment Plan

Documentation SLA

Licencing Billing

n-CONECT is an NM Strategic Project

3

for the digital transformation of NM delivering products and services enabling

OPENNESS EMPOWERMENT for European ATM Stakeholders

n-CONECT Programme Delivering

4

The European ATM Portal

for human collaboration

enabling a pan-European Virtual Ops Room via a web

browser

NM B2B Web Services

for system to system information exchange

through a standard API in line with the SESAR SWIM

Yellow Profile

Service Management

NM

Ec

osy

ste

m (

NES

)

5

NM Business Layer

Internally Developed Business Systems E.g. ENV, IFPS, ETFMS

Backend Service Cells E.g. AURA, CSST

Backend Adapter Service Cells

Externally Developed Business Systems

E.g. CS5 backend

Backend Adapter Service Cells

Client Layer External Client Systems

using NM B2B Web Services

NM SWIM B2B Web Services

NM Service Layer B2C Gateway

Service Cell

Sup

po

rtin

g

Serv

ice

Ce

lls

E.g

. Co

nfig

, D

isco

very

, Id

en

tity

an

d A

cc

ess

M

an

ag

em

en

t,

Log

gin

g

Internal ESB

B2B

B2B Service Cells

E.g. Airspace, Flight, Flow

Desktop Service Cells

E.g. DAM, Search, Notify, Unified Communication

B2C

B2B Broker B2B Gateway Service Cell

Access

The NM Ecosystem

CHMI NOP EHMI Remedy Apps

n-CONECT – The European ATM Portal

Service Management

6

An explicit contract to support your business

Topics

!  Service Level Agreement (SLA) !  Monitoring !  Documentation !  Incident Management !  Product Engineering !  User Management

7

Synchronous / Asynchronous (batch)

8

•  Proposal for a new message pattern

•  Suitable for complex, expensive request

•  Can be triggered by the user

•  Or by NM under ce r ta in conditions

•  Provides an interesting ‘fallback’

option

SLA: Response Time

9

Stakeholder Type

Operations

Message Pattern

Network Status

Contingency

Subject to regular changes (release)

SLA: Availability

10

Stakeholder Type

Operations

Message Pattern

Network Status

Contingency

Time Window

SLA: Restore / Recover

11

Restore

Recover

Contingency

SLA: Usage Control

!  Support to the SLA !  Volume thresholds !  Number of P/S subscriptions !  Volume of P/S messages

!  Failure to comply might lead to: !  Asynchronous pattern !  Less frequent P/S messages updates !  Overload message

12

Service Level Agreement

13

Response Time

Availability

Recovery

Contingency

Usage Control

Monitoring

14

Internal / External

B2B / B2C

Service Status

Service Levels

Contingency

Usage

Documentation

15

Business Doc

Forum

Dev. Support

Arch. Design

Incident Management

16

Communication

Follow-Up

Expectations?

Product Engineering

17

Design Validation

Technical Forum

Pre-Sales

Deployment Plan

Creation of a new Product Engineering Team

Documentation

User Profiles and Access

18

Who Accesses What

Who Delegates to Whom

Dynamic User Admin

Temporary Access

Linked to Licencing Model

Service Management

19

n-CONECT Transition

Service Management

Toolbox Implementation

Service Management Organisational

Setup