1. IT-GT meeting, Friday 1st October Maria Alandes Pradillo, CERN
ITIL news
IT-GT meeting, Friday 1st October
Maria Alandes Pradillo, CERN

2. ITIL
ITIL (IT Infrastructure Library) is a set of best practices for service management.
CERN IT and GS departments want to use ITIL for managing their services
Why?
Number of IT users is increasing
Number of IT staff is decreasing
ITIL will help to manage IT services more effectively
One Service Desk for CERN (one number to ring, one place to go, 24/7 coverage)
Standard Processes for all Service Providers at CERN (one behavior)
Services defined from a User’s point of view
Services easy to find by everybody, without knowledge of CERN internal structures

3. Where are we now with ITIL
New service desk planned for 1st December
New service desk manager and service desk staff will start in november
ITIL processes are ready:
Incident Management
Request Fulfilment
Service Catalogue planned for mid October

4. Service Catalogue
Provides an overview of all services offered to end users and customers.
Customer Service: it groups Service Elements describing service functionality from a customer point of view.
Service Element: individual services that user can request via de the service catalogue tool.
Grid Development Service (IT-GT-DM)
Grid Development Service
Grid Middleware Development Support Service (IT-GT-SL)
Grid Certification Service
Grid Development Support Service
Grid Testbed Management Service
IT Services for WLCG (IT-ES)
WLCG Resource Monitoring Service (Partly IT-GT-TOM)

5. Service Catalogue
Functional Element: technical services provided by the different groups and sections.
IT-GT-DMS
DPM Development
FTS Development
GFAL Development
LFC Development 
IT-GT-SL
Certification Testbeds and vNode
ETICS Build, Integration and Test System
GRID Middleware Certification
GRID Middleware Client Integration
GRID Middleware Release Documentation
GRID Middleware Repository
VOBOX Integration 
IT-GT-TOM
BDII Development
ELOG
GRIDmap
GRIDview
Gstat
MSG
SAM/Nagios

6. Service Catalogue
Differences between services and functional elements (FEs):
Services are user oriented.
Services from the user perspective don’t care about CERN internal organisation.
FEs are specific knowledge in a specific area within the CERN organisation.
A service can be provided by different FEs in different groups and sections.
There’s a relationship between services and FEs to help the service desk do their job.

7. Service Catalogue

8. Service Catalogue

9. How does this affect us?
Most of the incidents affecting us will still come from GGUS.
How GGUS will interact with the new Service Desk at CERN? I don’t know...
IT-GT has to be in the service catalogue in any case
Several iterations needed since many things still missing in the service catalogue
Continuous effort on keeping our information up to date