OPS Forum Maintenance Approach for Ground Data Systems 25.11.2005

OPS-G Forum

Maintenance Approach for Ground Data Systems

Serge Moulin, Vicente Navarro, OPS-GIMario Merri, OPS-GD

25.11.05Maintenance Approach for Ground Data Systems 2

Roadmap

Introduction OPS-GI & OPS-GD Background OPS-GI User Support & Maintenance OPS-GD User Support & Maintenance


OPS-GI & OPS-GD Background

In 2002 OPS-G reorganisation lead to the creation of: Mission Data System Infrastructure Division (OPS-GD) Data System Infrastructure Division (OPS-GI)

to federate the Ground Segment software development for the Missions and the Infrastructure under the two Divisions

With the aim: To develop a unique system vision for the whole Ground

Segment from the Infrastructure or the Mission point of view To homogenise development approach, methodologies and

technologies used To benefit from better synergies


ITIL – The Solution Enabler

ITIL (IT Infrastructure Library) is the worldwide de-facto standard for Service Management

It documents industry best practices Started as Guide for UK Government Agencies, the

framework has proved to be useful to organisation in all sectors (private & Public) has gained

OPS-GI & OPS-GD decided to adopt ITIL framework in order to achieve the

objectives of the Engineering Department reorganisation


OPS-GI User Support & Maintenance


Implementation Strategy

Phase IITIL Familiarisation

and experimentationPhase II

ITIL Assessment of current practices

Phase III

New User Support Approach Implementation

2003

2005

2006


The Target Solution

Maintenance

MC

S U

ser Su

pp

ort

Main

tenan

ce R

elease 1

Gro

un

d statio

n M

ainten

ance S

ystem 1

Gro

un

d statio

n Main

tenan

ce System

2

User Support

Main

tenan

ce R

elease N

Sim

ulato

r User S

up

po

rtM

ainten

ance

Release 1

Main

tenan

ce R

elease N

Ground Segment Infrastructure User Support Service Contract

MC

S

Main

tenan

ce R

eleases

Sim

ulato

r M

ainten

ance

Releases

Gro

un

d

Statio

ns

Main

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ce R

eleases

Service Desk

MC

S S

up

po

rt

Sim

ulato

r S

up

po

rt

Gro

un

d S

tatio

n

Su

pp

ort

Current Organisation


The Virtual Service Desk

Mission Family 1

Main

t.R

el. 1

Main

t.R

el. n

MCS Inf. Simul. Inf.

Main

t.R

el. 1

Main

t.R

el. n

OPS-GI

Grd Station Inf.

Main

tenan

ce MC

S

Main

tenan

ce SIM

Main

tenan

ce MC

S

Main

tenan

ce SIM

OPS-GD

Maintenance

User Support

Main

t.R

el. 1

Main

t.R

el. n

Mission Family n

Incident & ProblemManagement

OPS-ONI/ONC

IT In

frastructu

re Mg

t

Shared Virtual Service DeskShared Virtual Service Desk


Phase I

Familiarisation and experimentation with ITIL


Progress so far – Tactic Solution

Process re-engineering Efficiency Repeatable Documented ITIL oriented

Reporting and Tracking Metrics Plans Surveys

Tools Adaptation of existing tools Deployment of available tools


Progress so far – Tactic Solution (Results I)

SPR Evolution Trend

0

500

1000

1500

2000

2500

3000

1999 2000 2001 2002 2003 2004 2005

Month/Year

Nu

mb

er

of

SP

Rs

Outstanding

Closed or Delivered

Rejected

Year Outstanding Closed or Delivered

Rejected Total

Dec-99 182 15 11 208Dec-00 250 283 34 567Dec-01 352 435 57 844Dec-02 717 645 88 1450Dec-03 576 976 165 1717Dec-04 398 1355 374 2127Oct-05 218 1527 718 2463

Accumulated


Progress so far – Tactic Solution (Results II)

0

100

200

300

400

500

600

700

1999 2000 2001 2002 2003 2004 2005

SPR Creation vs Closure Trend

Raised

Closed Delivered Rejected

Year Raised Closed Delivered Rejected

Rejected Backlog Evolution

Dec-99 208 26 11 182Dec-00 359 291 23 68Dec-01 277 175 23 102Dec-02 606 241 31 365Dec-03 267 408 77 -141Dec-04 410 588 209 -178Oct-05 336 516 344 -180

Monthly-04 34.17 49.00 17.42 -14.83Monthly-05 33.60 51.60 34.40 -18.00


Progress so far – Tactic Solution (Results III)

Raised SPRs Trend by Criticality

0

20

40

60

80

100

120

1999 2000 2001 2002 2003 2004 2005

Month/Year

Nu

mb

er o

f S

PR

s

C/U

NC/U

C/R

Year C/U NC/U C/R NC/R TotalDec-99 6 9 7 186 208Dec-00 45 102 11 201 359Dec-01 68 48 32 129 277Dec-02 111 28 68 399 606Dec-03 30 14 32 191 267Dec-04 71 39 41 259 410Oct-05 51 24 39 222 336

Monthly-04 5.92 3.25 3.42 21.58 34.17Monthly-05 5.10 2.40 3.90 22.20 33.60


Progress so far – Tactic Solution (Results IV)

Outstanding SPRs Trend by Criticality

0

10

20

30

40

50

60

70

80

90

100

1999 2000 2001 2002 2003 2004 2005

Month/Year

Nu

mb

er

of

SP

Rs

C/U

NC/U

C/R

Year C/U NC/U C/R NC/R TotalDec-99 6 9 5 162 182Dec-00 34 91 5 120 250Dec-01 54 84 29 185 352Dec-02 92 85 78 462 717Dec-03 19 48 61 448 576Dec-04 25 17 29 327 398Oct-05 8 16 29 165 218

Effective outstanding SPRs 42


Phase II

Assessment of OPS-GI/GD User Support & Maintenance current practices


Phase II – Assessment of Current Practices

Examine the maturity and the quality of the organisation’s IT Service Management processes from an ITIL perspective: Analyse GI/GD approach to User Support & Maintenance in order to identify

strengths and areas for improvement Propose an action plan to address any identified areas for improvement

Assessment was performed during Q1, 2005 by FoxIT a UK based Consultant company specialised in ITIL by mean of interviews: General (S. Moulin, M. Merri) MCS/SIM I/F (S. Moulin, F. Affaitati) Backend I/F (Y. Doat, G. Calzolari) MCS/SIM Mission (M. Pignède, D. Verrier) Customers (A. Rudolf, P. Ferri, KJ. Schultz) CITI (J. Franks)

Prepare supporting documentation for OPS-GI new Ground Segment Infrastructure User Support service contract RFP


Assessment Results Overview

0.00%

20.00%

40.00%

60.00%

80.00%

100.00%Financial Management

Service Level Management

Service Continuity Management

Availability Management

Capacity Management

Service DeskIncident Management

Release Management

Configuration Management

Problem Management

Change Management

37% - single point of contact for the users47% - restore normal operation as quickly as possible with minimum disruption to the business

48% - minimize the adverse impact of Incidents and Problems on the business, and to prevent their recurrence

46% - ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes

10% - provides a logical model of the infrastructure or a service, by identifying, controlling, maintaining and verifying the versions of Configuration Items (CIs) in existence

66% - ensure that all aspects of a Release, both technical and non-technical, are considered together

54% - provide cost effective stewardship of the IT assets and the financial resources in providing IT Services

33% - maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service, in line with business or cost justification


Main Findings & Recommendations

Too many Service Desks and too many tools

ITIL Incident, Problem, Change and Release Management ‘merged informally’ within SPR/SCR.

Use heterogeneous set of tools (e.g. eLog, ARTS, MS-Access)

No availability of long-term, across projects metrics and reports to enable continuous adaptability and improvement

Virtual Service Desk and common Service Desk Tool re-using Cockpit (CCC tool from Axios) but retaining required Mission focus (e.g. dedicated Mission telephone #)

Define common IM, PM, CM processes

Use a common Change Management tool (CMSynergy)

Identify proper KPIs and associated metrics


Phase III

New User Support & Maintenance Implementation


New GSIUS Contract – Strategic Solution

Process re-engineering Service Management Framework Service Level Schedule Fully ITIL oriented

Reporting and Tracking Key Performance Indicators

Tools Adaptation of existing tools Deployment of available tools Deployment of new tools


New GSIUS Contract – Strategic Solution (SMFS)

Service Management Framework Schedule

GSIUS Managerial and Technical Framework Cornerstone for a fully compliant ITIL approach Definition of the Service Delivery Units (SDUs) Builds on SDUs to create the GSIUS Cost Model

Service Desk Incident ManagementProblem

ManagementChange

Management

URQ INC PRB RQC BFR …

Release Management



Process re-engineering Service Management Framework Schedule Service Level Schedule Fully ITIL oriented




New GSIUS Contract – Strategic Solution (SLS)

Service Level Schedule

Foundational Service Level Agreement (SLA) Guarantees a common understanding between the provider

and the consumer of the service Defines specific and quantitative information concerning:

Service Managers process ownership Service availability Service dimension Service Targets Conflict Resolution and escalation Service Reporting



Process re-engineering Service Management Framework Service Level Schedule Full ITIL compliance




New GSIUS Contract – Strategic Solution (KPIs)

Key Performance Indicators Service Quality

Percentage of repeated incidents Percentage of wrongly diagnosed problems …

Service Targets Percentage of problems fulfilling PM within target time Average time to fulfill PM …

Service Dimension New Problems planned vs actual percentage deviation Number of new problems by criticality AND urgency …

Service Improvement Percentage average time reduction to perform PM …



Process re-engineering Service Management Framework Service Level Schedule Fully ITIL oriented




GSIUS Contract Status and Next Steps

GSIUS Negotiation is on-going Kick Off expected December 2005 Support team will be located off site Applications will be phased in progressively over a 6

months period Missions will be phased in incrementally to reduce risk Fine tuning of the Service Dimensions will certainly

occur during the 1st year of the contract Additional Services may be added to Service Desk in

the coming months or years


OPS-GD User Support & Maintenance


Why Change Maintenance Approach in OPS-GD?

Historically inherited an inhomogeneous situation MCS vs. SIM, … but also MCS vs. MCS and SIM vs. SIM Different contractual set ups Different tools and procedures for each contract Old-fashioned approach – not service oriented

Difficult to improve Little synergy among maintenance contracts Little collection of statistics and room for improvement


Current OPS-GD Maintenance ContractsWorkPackage Contractor Notes Combined Sim Maintenance SciSys/Terma Covers helpdesk for all Sims

plus 2nd line for VAX based and GSSP simulators

Planetary Mission Simulators

Vega Mex limited 2nd line maint., VEX Sim still under warranty

Cryosat Sim Vega CoScos1 (MCS) Vega ERS-2, ENVISAT, Cluster-2,

SCOS-1, MEX MPS Integral MCS Terma XMM MOC MCS LogicaCMG XMM SOC MCS GMV SMART-1 MCS Terma

Solution: Combined Maintenance in a common ITIL framework

Some experience already available in OPS-GD (SIM Helpdesk, CoSCOS-1)


OPS-GD “Combined” Maintenance Objectives

Reduce cost and increase efficiency Combine projects as to have sufficient critical mass to efficiently support

relevant commonality (e.g. SCOS-1, EEMCS Kernel, SIM, VAX) Allows the Contractor to pool resources in a larger team Reduces contractual administrative overhead Better adjust to workload conditions on different mission data systems

Use same approach, tools and procedures as OPS-GI and OPS-ON

Improve Customer satisfaction Reduce cost to customer (see above) Provide a clear “price versus service” scheme for full cost visibility Maintain strong mission-specific expertise Share knowledge across missions and infrastructure via common tools Allow possibility to flexibly modify dynamically the quality of the service

provided (e.g. for support of eclipse season, comet encounter,…)

Improve Quality of Service Put in place continuous service improvement programme Collect Key Performance Indicators to measure the services provided

Extend combined maintenance contract with new-coming missions Requires Cost model driven approach


Main

tenan

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S 1, 2, 3

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S 4

, 5, 6

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1,2,…,6

Virtual Virtual Service DeskService Desk

MISSION Family 1

FutureSIMs

MISSION Family n

Present and Future of OPS-GD Maintenance

ServiceDesk

Maintenance

Support

PresentMCS 1

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S 1

MCS 2

Main

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S 2

SIMs

Co

mb

ined

SIM

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IM H

elpd

esk

Main

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1

CoSCOS-1

Main

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S S

CO

S-1 F

amily

Main

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1,2,…,6


Main

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S 1, 2,…

,6


Main

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S/S

IM 1, 2,…

,6

UserSupport


What’s Next in OPS-GD Team up with OPS-GI to finalise the new maintenance framework

Support initial phase of new User Support contract Configure the common tools Set up common processes and procedures “Tune” the systems to GD needs

Prepare for new maintenance scheme Define requirements for SoW in agreement with Users Define cost models Define plan for all missions to phase-in to new contract(s), avoiding “big-bang”

approach. Pilot projects: SIM Combined Maintenance MCS Observatory Mission Combined Maintenance (XMM MOC + XMM SOC + INTEGRAL MOC)

Train GD staff and Users on ITIL in GD maintenance context

Next steps SIM Combined Maintenance SoW in preparation (Mar 06) MCS Observatory Mission Combined Maintenance SoW in preparation (Jun 06) Earth Explorer combined maintenance postponed due to Cryosat launch failure


Summary

Selected common service oriented approach based on ITIL framework

Harmonised approach to maintenance across OPS-GD, OPS-GI

Harmonised Service Desk tool across OPS-G and OPS-ON

OPS-GI: one single User Support contract + several tendered maintenance contracts

OPS-GD: One SIMs contract + several MCS contracts, one for each mission family

New approach: Experience will lead to adjustments and fine tuning

Technology

OPS Forum Maintenance Approach for Ground Data Systems 25.11.2005