EOSC-hub defines and implements the EOSC IT service management system (ITSM), i.e. the activities performed by service providers to plan, deliver, operate and control services offered to customers. These activities are directed by policies and are structured and organised by processes and procedures.
EOSC-hub implements best practices based on the lightweight standard, FitSM, regarding the service planning, delivery, operation and control of the services in the service catalogue.
The scope of the Service Management System is primarily all services contributing to creation and delivery of the hub. The hub is a set of services essential to provide the core functionality for EOSC like: helpdesk, monitoring, accounting, order management etc.
- D1.7 - Report on EOSC-hub Service Management System
- D2.6 - First Service roadmap, service portfolio and service catalogue
- D4.1 - Operational requirements for the services in the catalogue
- D4.2 - Operational Infrastructure Roadmap
- D4.3 - Procedures and policies for the production infrastructure
The key benefits of the SMS are:
To ensure robust and resilient service delivery of services within the hub to the EOSC federated infrastructure;
To facilitate communication between customer and providers by introducing single point of contact (helpdesk, marketplace etc.);
To disseminate and share service delivery best practices among providers;
To facilitate alignment of service management activities of all of the service providers, supporting different levels of integration with the centralised services;
To integrate the services provided by the different providers into the common marketplace and monitoring frameworks in a way that provides value for EOSC.