FitSM processes and documents
The FitSM processes covered by the node and the set of controlled policy and process documents.
The SMS of the node will be handled also by d a set of controlled documents (still in phase of preparation) – policies, a service management plan and process definitions – that are version-controlled, have a named owner and a review date. They are stored in the FitSM tool.
| Document | Scope |
|---|---|
| Service management policy and scope | Commitment of CVTI SR, scope of the SMS (portal, catalogue, monitoring, helpdesk, knowledge base, FitSM tool, AAI, research resources), roles |
| Service management plan | Roles, tools used per process, milestones from MVP to production |
| Service portfolio management (SPM) | Portfolio in the FitSM tool, publication in the service catalogue |
| Service level management (SLM) | SLA / OLA / UA, availability measured by the monitoring |
| Incident & service request management (ISRM) | Channels (helpdesk, e-mail, monitoring alerts), priorities, statuses |
| Problem management (PM) | Root cause analysis, known errors |
| Change & release management (CHM / RDM) | Change types, standard changes, maintenance windows |
| Configuration management (CONFM) | Configuration items of the node, audits against the monitoring inventory |
| Information security policy (ISM) | AAI, TLS, backups, risk register, personal data |
| Continual service improvement (CSI) | Improvement register and its sources |
| Service reporting, availability & capacity (SRM / SACM / CAPM) | Reports from monitoring data, continuity, capacity |
| Customer & supplier relationship management (CRM / SUPPM) | Register of partners: hosting, EOSC EU Node, partner nodes and institutions |
Processes in operation
In the pilot MVP phase the node already records incidents and requests (via the helpdesk), keeps the service portfolio, monitors availability and manages changes to its components. The remaining processes are being completed as part of the preparation for full production.