Task 6.2 Interoperable Federated IT Service Management System
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
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:
Helpdesk
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.
Monitoring
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.