FitSM service management system
EOSC Node Slovakia prepares its service management system according to FitSM and keeps its records in an internal FitSM tool.
FitSM is a lightweight standard for IT service management, designed for federated e-infrastructures such as EOSC. EOSC Node Slovakia is building its service management system (SMS) according to FitSM so that compliance can be evidenced before the node enters full production. Status: in preparation.
The FitSM tool
The node team uses an internal FitSM tool (not publicly accessible) that keeps all SMS records in one place with role-based access:
| Register | Process |
|---|---|
| Service portfolio | SPM |
| Agreements (SLA / OLA / UA) | SLM |
| Incidents & service requests | ISRM |
| Problems & known errors | PM |
| Changes & releases | CHM / RDM |
| Configuration items (CMDB) | CONFM |
| Improvement register | CSI |
| Risk & security register | ISM |
| Service reports | SRM / SACM / CAPM |
| Suppliers & federation partners | SUPPM / CRM |
| Policies & process documents | GR (general requirements) |
Seven roles (service owner, service desk agent, problem manager, change & configuration manager, security officer, customer & supplier manager, reviewer) define who may read or write each register, and every action is audit-logged.
Relation to the other tools
The helpdesk at hd.eosc.sk is the customer-facing channel; the FitSM tool holds the management records behind it. Monitoring at mon.eosc.sk supplies the availability figures used in agreements and service reports, and the service catalogue sc.eosc.sk publishes the services of the portfolio.