MyOcean2 First Annual Meeting – 17-18 April 2013

WP2.3

Service Engineering

MyOcean2 First Annual Meeting – Cork /16-17 April 2013

Service engineering

- “WHAT”: Define a solution that answers Service Definition (Products & all user interfaces)

- “HOW” : Methodology to reach the defined solution

Service Engineering Main Objectives (1/4)

MyOcean2 First Annual Meeting – 17-18 April 2013

Provide methods and means to be sure that MyOcean partners share the same...

- Understanding of Users needs & Stakeholders expectations

- Vision of solution (technical and process parts)

- Methodology to reach MyOcean Solution - (Operation + Development + Project) x (Technical + Processes)

Service Engineering Main Objectives (2/4)

Service Engineering Main Objectives (3/4)

MyOcean2 First Annual Meeting – 17-18 April 2013

About sub-systems:

- Allocate requirements to sub-systems (42 PUs, 24 DUs, 1 CIS)

- Mainly at interfaces with other sub-systems

- Organize and make Integration of sub-systems

- Organize and make Verification and Validation of the integrated solution

Service Engineering Main Objectives (4/4)

MyOcean2 First Annual Meeting – 17-18 April 2013

- Define and Allocate roles to service desks, service managers, product managers, ...

- Organize continuous improvement of these Operational processes

- Work with project management on Project & Development processes

About processes:

Service EngineeringPartnership

WP2.3Service

Engineering

Technical ActivitiesWP2.3.1

Interface with PMO for technical management tasks

WP2.3.2

CLS

Edisoft

CLS

CLS

System engineering

Serviceengineering Testing

Altamira

Altamira Edisoft

WP2 – WP2.1 leadService Evolution, management and support

Mercator-Ocean

WP2.2Service

Definition

WP2.4Service

transition

WP2.5Service operation,

Service Desk

WP2.5Service

monitoring

Service EngineeringPartnership

WP2.3Service

Engineering

Technical ActivitiesWP2.3.1

Interface with PMO for technical management tasks

WP2.3.2

CLS

Edisoft

CLS

CLS

System engineering

Serviceengineering Testing

Altamira

Altamira Edisoft

WP2 – WP2.1 leadService Evolution, management and support

Mercator-Ocean

WP2.2Service

Definition

WP2.4Service

transition

WP2.5Service operation,

Service Desk

WP2.5Service

monitoring

After more than 3 years,

Top-Level Engineering activities

are really shared between

MyOcean Partners

Achievements (1/5)

DU: Download / Visualization Service Management Tools :

tools to manage incidents, user requests, CRM, …

Processes for Service Desks Incident Mngt, … All processes needed for service

management

Product Management Product Quality Management

PU Product Validation tools

Products User Interface Services

MyOcean Operational System

Auto

mat

edO

pera

tiona

l Pr

oces

ses

User point of view

Achievements (2/5)

Impact on Testing, Transition, Release

Achievement (3/5)

Failure impact analysis

Þ Very strong constraints on Central Authentication System

Þ Need of a central service desk and tool (CRM) to manage user requests and be sure that someone has answered

Þ ...

MyOcean2 First Annual Meeting – 17-18 April 2013

Operational processesGood improvement of OPM (Operational Process Manual)

Still relying on ITIL recommendations, With strong implication of all process owners

Good V3 sub-system acceptance (mid January 2013)Good level of deliverables (product quality report, system description, test reports on interfaces, ...)Most V3 systems ready for V3 tests and integration while V2 ones operational

Information to analyse change impactsImprovement of system description,Description of product dependencies.

Achievements (4/5)

MyOcean2 First Annual Meeting – 17-18 April 2013

Improvement of product organization and search functionality. It is a collective task impossible in such time without specification, organization, share and understanding of the same objective.

Users !Service Definition, Product managers, Technical teams in charge of DUs, CIS team, Service managers, Transition team, Communication,Service DeskUsers

Achievements (5/5)

Next Steps (1/4)No new functionality

About the solution : No new functionality but improvement of existing

Improve performances (Download and View too slow) Requirements and OLA

Not yet within SLA

Increase efficiency and integration of main functions interfaces (Search-Discovering – View-Download) while keeping geographical distributed architecture

Increase technical cooperation with SeaDataNet

Next Steps (2/4)

About schedule:

Provide top-level requirements sooner:

• To prepare and animate discussion at Executive Committee,

• To allocate requirements in time to sub-systems,

• To be on time at V4 Top-level PDR.

Next Steps (3/4)Method and organization

Improve Tests to find inconsistencies between • Specification, • Information provided to users (catalogue, PUM, QUID),• and .... the reality.

Improve Integration & Verification tests and phase organization:

• Too long for double production, double dissemination,

• Not enough time at top-level to tests every things Þ Improving testing organization

Þ Be more strict on sub-system acceptances

Þ Reduce release content

More minor releases and a Smaller major release

Next Steps (4/4)Method and organization

Improvement of release management (WP1 with Engineering support)

• Take advantage that now (V3), it is easy to modify catalogue content

• Define all different transition types (with Service Transition team & Product managers) :

• what is a new product, a product upgrade, • with double production, with double dissemination, with double

catalogue entries, • Associated tests need according to release type, ...

Keep constructive relationships with High level review groups, with EC evaluators and external experts.

Thank you