This page outlines an analysis of existing federated IT Service Management (ITSM) tools and solutions that operate at a national (and international) level. Such tools have the potential to be applied to SKA SRCs.
Federated operations services exist to deliver a consistent quality of service delivery across all distributed service providers (e.g. data, computing, storage). Federated operations may be broken down into several sub-components:
A central helpdesk that is able to triage and assign tickets to the correct SRC or service provider means that a user does not have to deal with multiple helpdesks when facing a problem. Such functionality is desired in a federated environment with complex relationships between different components. An example of such a central helpdesk (with links to multiple distributed helpdesk instances) is GGUS developed for the WLCG.
Large scale monitoring across complex infrastructures are required to enable consistent service delivery. This makes a number of features possible: fault detection and remedy; continual service improvement and SLA availability measurements. An example of a federated monitoring is ARGO.