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OPS Forum Maintenance Approach for Ground Data Systems 25.11.2005

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  • 1. OPS-G Forum Maintenance Approach for Ground Data Systems Serge Moulin, Vicente Navarro, OPS-GI Mario Merri, OPS-GD
  • 2. Roadmap
    • Introduction
    • OPS-GI & OPS-GD Background
    • OPS-GI User Support & Maintenance
    • OPS-GD User Support & Maintenance
  • 3. 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
  • 4. 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
  • 5. OPS-GI User Support & Maintenance
  • 6. Implementation Strategy Phase I ITIL Familiarisation and experimentation Phase II ITIL Assessment of current practices Phase III New User Support Approach Implementation 2003 2005 2006
  • 7. The Target Solution Maintenance MCS User Support Maintenance Release 1 Ground station Maintenance System 1 Ground station Maintenance System 2 User Support Maintenance Release N Simulator User Support Maintenance Release 1 Maintenance Release N Ground Segment Infrastructure User Support Service Contract MCS Maintenance Releases Simulator Maintenance Releases Ground Stations Maintenance Releases Service Desk MCS Support Simulator Support Ground Station Support Current Organisation
  • 8. The Virtual Service Desk
  • 9. Use Support vs Maintenance
    • User Support deals with all User requests, assists in solving Incidents, performs Problem Management for all reported problems and implements Emergency Fixes (only).
      • In ITIL terms it covers:
      • Service Desk
      • Incident Management
      • Problem Management
      • and for Critical & Urgent Problems:
      • Change Management
      • Release Management
    • Maintenance delivers planned maintenance releases which for efficiency and cost saving reasons are awarded to Frame Contractor by mean of competitive RFPs
  • 10. Phase I Familiarisation and experimentation with ITIL
  • 11. 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
  • 12. Progress so far Tactic Solution (Results I)
  • 13. Progress so far Tactic Solution (Results II)
  • 14. Progress so far Tactic Solution (Results III)
  • 15. Progress so far Tactic Solution (Results IV) Effective outstanding SPRs 42
  • 16. Phase II Assessment of OPS-GI/GD User Support & Maintenance current practices
  • 17. Phase II Assessment of Current Practices
    • Examine the maturity and the quality of the organisations 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. Pignde, 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
  • 18. Assessment Results Overview 37% - single point of contact for the users 47% - 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
  • 19. 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
  • 20. Phase III New User Support & Maintenance Implementation
  • 21.

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