marine core service my ocean wp 16 service management and service desk simon j. keogh wp16 leader
TRANSCRIPT
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.
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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)
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Average Rank 3.18Count: 56 Min: 1 / Max: 4StdDev: 0.76
Handling your reports of service issues
Average Rank 3.12Count: 50 Min: 1 / Max: 4StdDev: 0.79
Handling your requests for product access
Average Rank 3.18Count: 56 Min: 1 / Max: 4StdDev: 0.89
This is a great result for Central Service Desk and all local Service Desks!!!
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
WP 16.4 : Viewing example for CNR
The essential infrastructure to enable viewing exists now for gridded data.
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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
Marine Core Service
MyOcean : Second Annual Meeting / 27-28 April 2011 / Roma
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