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Services Science and its application to the delivery of the Galileo “Early Services”

Dr. ing. Marco LisiEuropean Space Agency

Special Advisor to the European Commission

IBM Systems Engineering Symposium, 14 November 2013, Roma

Objectives

• To recognize the importance of Services Science Management and Engineering (SSME);

• To explain what a service oriented, large and complex system means;

• To present the Galileo present status and the preparation to its Early Services phase;

• To describe the pragmatic approach taken and the engineering activities needed for the provision of Galileo services;

• To suggest that beyond the obvious technological and technical challenges, a service provision perspective requires a conceptual paradigm shift much more difficult to accept than that required by systems engineering.

What is a Service System?

• Service (or service-oriented) systems are systems meant to provide value-added services through the use of technology (mainly communications and computer technologies);

• A “service system” has been defined as a dynamic configuration of people, technology, organizational networks and shared information (such as languages, processes, metrics, prices, policies, and laws) designed to deliver services that satisfy the needs, wants, or aspirations of customers.

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Characteristics of Service Systems• Large and complex systems• Software intensive (several million lines of code) • Capabilities-based rather than platform-based • Organization and governance (human factor)• Technical performance is a prerequisite for production and

delivery of services, not a final objective• Requirements related to operations, in addition to technical

ones, assume a very high relevance:

Quality of Service (QoS) FlexibilityReliability, Availability, Continuity ExpandabilityMaintainability InteroperabilitySafety ResilienceSecurity

From Products to Systems to Services

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Large and Complex Systems (1/2)• A large and complex system is a system composed of a

large number of interconnected elements, often developed and deployed worldwide, which interact dynamically, giving rise to emergent properties

• Examples of complex systems supporting services for civil applications include: global satellite navigation systems air traffic control systems railway control systems space systems such as the International Space Station or space

transportation and exploration vehicles surveillance, Earth observation and Homeland security systems electric power distribution systems telecommunication systems complex computer networks, including Internet.

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Large and Complex Systems (2/2)

• A complex system often integrates existing systems (or parts of them) in an overall large-scale architecture containing a large number of interfaces and implementing multiple modes of operation, in a highly dynamic environment

• Large and complex systems require extensive logistics and maintenance support capabilities

• Large and complex space-based systems (e.g. Galileo) are conceived to be in service for a long time; in this case the evolution of the system (up-gradings and modifications) has to be taken into account from the beginning.

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Specifying a Service System• Functional and technical performance: System Requirements Document (SRD)

• Operational requirements and scenarios: Concept of Operations (CONOPS) document

• Expected service behavior and non-functional performance: Service Level Agreement (SLA)

• A typical SLA defines Key Performance Indicators (KPI’s) and Key Quality Indicators (KQI’s), with target values and target ranges to be achieved over a certain time period.

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New Procurement Approach• Current systems engineering, project management and

acquisition practices still rely on their historical hardware engineering and acquisition legacy;

• Product-oriented, fixed-price, build-to-specification contracts give the illusion of a delivery within the allocated budget, but usually result in cost and schedule overruns;

• Many projects have difficulties integrating hardware, software and human factor aspects;

• Many projects fail to capture (and optimize) in their acquisition processes the multifaceted aspects of the systems they try to realize.

What is Galileo? • EGNOS and Galileo are the key elements of the European

navigation “system of systems”, a strategic and critical infrastructure of the European Union;

• The Galileo global navigation satellite system, joint initiative by the European Union and the European Space Agency, is one of the most ambitious and technologically advanced service systems being developed in Europe, by European industries and with European resources;

• While the system procurement and deployment proceed following an incremental Implementation Plan, all steps are being taken for the delivery of Early Services;

• After a political decision of Vice-President Antonio Tajani, then included by President Manuel Barroso in the agenda of the European Commission, Galileo will start officially delivering Early Services, i.e. the guaranteed and committed delivery of capabilities to the community of potential customers/users, as from the end of 2014.

Galileo Deployed Configuration

Galileo Service Centers in Europe

Galileo Stations for Early Services

Galileo Implementation Plan

Service means Commitment

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“Je m’engage…”

The Galileo Early Services come from the political decision of Vice-President Tajani (then included by President Barroso in the agenda ofthe European Commission) to start a guaranteed and committeddelivery of GNSS capabilities to users/customers in October 2014

Galileo Early Services: What?

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Early services for OS,SAR and PRS will be provided from 2014

Open Service (OS)Delivery of a stable signal in space from a number of satellites in orbit, allowing ranging interoperable with GPS; time broadcasting

Public Regulated Service (PRS)

Delivery of a stable secure signal in space allowing Pilot Projects with EU Member States

Search and Rescue Service (SAR)

Guaranteed “forward link” which allows the detection and localization of distress signals; validation with Cospas-Sarsat

Commercial Service (CS) Initial demonstration projects with potential service providers

The former “Safety-of-Life” Serviceis being re-profiled:

Integrity Monitoring Service

Provides vital integrity information for life-critical applications

From a System…

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…to a Service

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European GNSS Agency (GSA),Prague

Galileo Service Centre, Madrid

Early Services Task Force

Galileo System Infrastructure

Galileo Security

Monitoring Centre

“Loyola de Palacio” GNSS Service Centre

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Come and visit us at: www.gsc-europa.eu

Galileo Development & Acquisition Process

GalileoSystem

Assets(Satellite Constellation, GCC’s,

GCS, GMS, GDDN, etc.)

Galileo System Requirements

Galileo System Performance &

Operations

People(ESA Project Team,

Subco’s, EC, GSA, etc.)

Processes(Engineering Board, VCB,

CCB, CM, Ops Procedures, etc.)

Galileo Service Provision Process

GalileoServices

Assets(Galileo System, GSC, GPEC, etc.)

Galileo Services

Requirements

Galileo Services Provision

People(EC, GSA, ESA Support, Member States, Services

Providers, Operators, etc.)

Processes(Services Validation, KPIs

Monitoring, Security Monitoring, Helpdesk, etc.)

Service Lifecycle (ITIL Standard)

The ITIL Process Model

Early Services Validation Phase

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Service Requirements (OS, SAR, CS)

KPI Definition Documents

(OS, PRS, SAR)

Service Preparation

Service Validation

Final Review

Service Accreditation

Service Declaration

Service Declaration is an announcement to the target usersof the commitments in term of performance and availabilityas specified in the Definition Documents

Service ProvisionCompleted Running

Validation Plan

Services and "Spirit to Serve"

“Real Power is Service”Pope Francis

“I slept and dreamt that life was joy. I awoke and saw that life was service. I acted and behold, service was joy”

Rabindranath Tagore

“We serve our interests best when we serve the public interest”

T. Watson, Jr.

“Para servir, servir” Josemaria Escrivá

Conclusions (1/2)

• Our economy is more and more depending on large, strategic and complex service infrastructures, based on large, strategic and complex systems;

• The design of a complex service enterprise requires a wide range of skills and expertise's, covering organizational, engineering, social, legal and contractual aspects;

• A Services Science is indeed needed, but it has to provide quick-winning and pragmatic answers;

• The advent of a services economy imposes a radical conceptual paradigm shift, more difficult to metabolize than that required by a systems engineering perspective;

• The “spirit to serve” (call it “customer focus”, if you like) is at the basis of all services.

Conclusions (2/2)

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Galileo is readyand

eager to serve

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