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MyOcean2 First Annual Meeting – 17-18 April 2013

Users support from service desk, service management Dominique Obaton , WP2 leader MyOcean2 First Annual Meeting – Cork /16-17 April 2013. MyOcean2 First Annual Meeting – 17-18 April 2013. D efinition. WP2 – WP2.1 lead Service Evolution, management and support. WP2.5

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MyOcean2 First Annual Meeting – 17-18 April 2013

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  1. Users support from service desk, service management Dominique Obaton, WP2 leader MyOcean2 First Annual Meeting – Cork /16-17 April 2013 MyOcean2 First Annual Meeting – 17-18 April 2013

  2. Definition WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition Mercator Ocean WP2 leader service manager catalogue manager  Overall definition of service and of products • Record and synthesis of users’ needs • FTSS • Catalogue definition

  3. Engineering WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition

  4. Catalogue WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition • Organisation, preparation, integration of catalogue • Update of SLA • Planification of service release • Communication to users • Update of FAQs • Management of service release (transition) • Major accounts (EEA, EMSA) Mercator Ocean: catalogue manager

  5. SLA WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition • Organisation, preparation, integration of catalogue • Update of SLA • Planification of service release • Communication to users • Update of FAQs • Management of service release (transition) • Major accounts (EEA, EMSA) Mercator Ocean

  6. Plan, communication to users WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition • Organisation, preparation, integration of catalogue • Update of SLA • Planification of service release • Communication to users • Update of FAQs • Management of service release (transition) • Major accounts (EEA, EMSA) Mercator Ocean: Transition manager

  7. FAQ WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition • Organisation, preparation, integration of catalogue • Update of SLA • Planification of service release • Communication to users • Update of FAQs • Management of service release (transition) • Major accounts (EEA, EMSA) Mercator Ocean

  8. Transition WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition • Organisation, preparation, integration of catalogue • Update of SLA • Planification of service release • Communication to users • Update of FAQs • Management of service release (transition) • Major accounts (EEA, EMSA) New version go live : day D Everybody involved Mercator Ocean

  9. Major accounts WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition • Organisation, preparation, integration of catalogue • Update of SLA • Planification of service release • Communication to users • Update of FAQs • Management of service release (transition) • Major accounts (EEA, EMSA) • With specific service and specific products • Then included within MyOcean Mercator Ocean

  10. Service desk WP2 – WP2.1 lead Service Evolution, management and support Tickets WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition FAQ • Interface with users (registration, tickets for each request, management, follow-up) • Management of incidents, maintenance occurring • For products/servers with local service desks (network) • Com’ to users on “news flash”, “product improvements” on web, by mails • Interface between users and scientific experts • Ensure all information to users –done via service desk Mercator Océan service desk

  11. monitoring WP2 – WP2.1 lead Service Evolution, management and support WP2.5 Service operation, Service Desk WP2.6 Service monitoring WP2.2 Service Definition WP2.3 Service Engineering WP2.4 Service transition • User database • Transaction accounting (logs) on download • Monitoring of service : SLA, OLA • Statistics, reports: • quaterly report on service: SMR • Annual report • Starlab, Brockman Consult, Mercator Ocean

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