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Service Desk and Data Access Web Portal – A Presentation for MyOcean Users

Service Desk and Data Access Web Portal – A Presentation for MyOcean Users Simon J. Keogh Met Office 22 nd September 2009. Contents. What is MyOcean? How is MyOcean supported? What is the Data Access Web Portal? How do users get their products? Summary Questions.

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Service Desk and Data Access Web Portal – A Presentation for MyOcean Users

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  1. Service Desk and Data Access Web Portal – A Presentation for MyOcean Users Simon J. Keogh Met Office 22nd September 2009

  2. Contents What is MyOcean? How is MyOcean supported? What is the Data Access Web Portal? How do users get their products? Summary Questions

  3. 1. What is MyOcean? 3 year project to develop and run a “one-stop shop” for ocean forecasting and ocean monitoring products. V1 will be ready in October 2010 The service is at present “in development”

  4. 2. How is the MyOcean service supported? A 24/7 service desk for MyOcean is operating at the Met Office to support the MyOcean service to users The service desk performs all initial handling of product requests and will keep track of those requests throughout their lifecycle The service desk will also handle any service fault reports and keep track of those reports until they are resolved The service to users is underpinned by Service Level Agreements (SLAs) between users and MyOcean These SLAs with users are underpinned by Operating Level Agreements (OLAs) between MyOcean partners OLAs and SLAs provide a framework which guarantees an acceptable level of service to users

  5. Service Desk from April 09 to October 2010 • Service Desk receives first contact from users and assigns to SDSG • SDSG has detailed knowledge of MyOcean contacts so is well placed to route requests and queries to the correct MyOcean partner • Long term objective is to transition, as far as possible, the SDSG work into Ops Centre at Met Office USERS MyOcean Service Desk Met Office 24/7 Ops Centre MyOcean Service Desk Support Group - SDSG Met Office MyOcean EU partners and local support teams

  6. Evolution of the Service Desk • The service desk is open now to handle requests for products and services • The service desk procedures and processes are being continuously improved • Your feedback will help us to improve our responsiveness to you • At V1 (Oct 2010) the service desk function will be supported by the V1 web portal with: automated registration, request forms and data access • However, the web portal cannot replace the need for human interaction between the service desk and users with questions and problems

  7. 3. What is the MyOcean Web Portal? The Web Portal will provide users with… Access to information about MyOcean The ability to search and query a catalogue of services The ability to view products online The ability to contact the Service Desk for help with ordering products, registration, reporting faults, giving feedback

  8. MyOcean Web Portal: V0 Search facility • The MyOcean catalogue is a large complex document. The present online interface allows users to perform basic searches to identify products that may be of interest. This interface will be replaced at V1.

  9. What is the status of the Web Portal? • The Web Portal is in the Development Stage • A basic web portal exists with limited functionality to enable “keen” users to explore MyOcean and get a preview of what MyOcean might look like at “V1” in October 2010 • At V1 the V0 portal will be replaced • At V1 the web portal will be built by Techworks • It wil allow users to access products, view them in a state of the art visualisation browser and perform robust searches of the online catalogue • QUESTION: What features of a data access web portal are of most importance to users here today?

  10. 4. How do users get their products now and in future? Now:- Enquiry by email to 24/7 service desk located at Met Office Met Office works with Mercator-Ocean and Production Centres to set up SLA with users and arrange product access Dedicated data feeds can be set up at the users request

  11. In future from V1 (Oct 2010)? • Dedicated ftp feeds will still be arranged by the service desk as before • In addition, products can be accessed from the data access portal directly where they can be viewed at V1 • Products can also be downloaded directly at V1 after a user has registered with MyOcean • QUESTION: Which is more relevant to users gathered here today – ftp access or online visualisation?

  12. 5. Summary MyOcean is a 3 year project that aims to set up and run a “one-stop shop” for ocean forecasting and monitoring products The service desk is now running and evolving A basic web portal exists to provide information to users A fully functional data access web portal will be available in October 2010

  13. 6. Questions? Please send us your feedback… servicedesk@myocean.eu.org Thanks for listening!

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