Transcript slides - TNC2012

Service Management
in Brazilian NREN
Terena Network Conference 2012
(TNC2012)
Reykjavik - Iceland
23/05/2012
Antônio Carlos Fernandes Nunes
Leandro Marcos de Oliveira Guimarães
Rede Nacional de Ensino e Pesquisa - RNP
Agenda
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•
•
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Brief information about RNP
RNP Infrastructure
Service Management in RNP
Conclusion
RNP organization
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Founded in 1989 by an initiative of Ministry of Science & Technology with the
purpose to create a National Academic Internet Infrastructure;
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Not-profit Civil organization qualified as Social Organization by Brazilian Government
in 2002;
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Association with universities, research centres, federal agencies and technology
companies;
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Plans and operates of Educational network (Ipê Network) what includes work
together with local governments to create optical networks with and for our
customers;
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Develops advanced network services on behalf of Education, Research, Culture and
Health;
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Provides support for national and international collaborations for specific user
communities;
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Provides testbed facilities for R&D in networking and distributed applications;
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Provides training in ICT through an extensive portfolio of courses.
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Interministerial Program
– More than 800 connected Institutions (Universities, research centres,
technical schools, museums, libraries and government agencies) and
more than 3.5 millions users*.
– Political Governance: Political Board RNP
• MEC - Ministry of Education;
• MCTI – Ministry of Science, Technology and Innovation;
• MinC – Ministry of Culture;
• MS – Ministry of Health.
– Administrative Governance : Administrative Board RNP
• MEC, MCT, SBC**, LARC***, PoP, affiliates, users
* Estimative
** Brazilian Computer Society
*** Network Architecture Lab
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Agenda
•
•
•
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Brief information about RNP
RNP Infrastructure
Service Management in RNP
Conclusion
RNP infrastructure
• Agreement with local telco Oi,
brokered by regulatory agency;
• 3 and 10 Gbps reaching 24 of 27
capitals, including the nation’s capital;
• Hybrid architecture, supporting routed
IP and end-to-end circuit traffic;
• Optical metropolitan networks to
provide adequate access to the
multigigabit backbone:
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Usually built and owned by RNP;
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Use 1 or 10 GE transport and permit
interconnection of the campi of the
participating institutions, and access
to RNP’s backbone (RedeIpê).
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Agenda
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•
•
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Brief information about RNP
RNP Infrastructure
Service Management in RNP
Conclusion
Service Management Directory
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Created and structured in 2009/2010 on the context of RNP’s Organizational
Change Program (PMOrg-RNP);
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Strategic develops and manager the service portfolio and lifecycle, providing the
client’s needs, aggregating value to them, aligning to new technological tendencies
and innovations;
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The services offered by RNP to their user organizations are the result of innovation
and prospecting processes, analysis of scenarios and tendencies activities with
partners such as academy, the business sector and main worldwide academic
networks;
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The main benefits of RNP’s services are to facilitate and to promote
communication, distance collaboration and knowledge dissemination;
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Information about the services offered by RNP to their user organizations and
special customers and strategic communities are consolidated in the Service
Catalog.
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Service Management Directory – where?
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Service Management Directory - structure
Service Management
Director
Service Project
Manager
Service Manager
Business Support
ICT Specialists and
Analysts
Trainees
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Service Catalog - classification
• Communication and collaboration;
• Digital content delivery;
• Identity management;
• Strategic hosting;
• Academic network support.
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Service Catalog - services
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Communication and collaboration:
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Digital content delivery:
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eduroam (*);
Federation CAFe;
ICPEdu (PKI Service).
Strategic hosting:
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Internet TV Broadcast;
On demand video;
Video Streaming;
Videoaula@RNP (Videoclasses).
Identity management:
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fone@RNP (VoIP);
Telepresence;
Videoconference;
Web Conference.
Internet Data Center.
Academic network support:
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Federal Internet Exchange (FIX/PTTMetro de Brasília).
(*) In 2012 the RNP is modeling and structuring to offer the eduroam service, integrating Latin America with Europe, in the first step.
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Service Catalog
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Service Catalog - integrated with others
initiatives in the world
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Service Lifecycle Management
• Model based on service
management good practices
(ITIL®V3);
• Adapted to the RNP’s needs.
® IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office
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Service Lifecycle Management development
process
ITIL Books
ITIL Service Strategy
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement
ITIL Service Design
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Service Management
Continual Service Improvement
Service Operation
Service Lifecycle Management development
process
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Service Lifecycle Management development
process
Service Management
Tendency
Analisys
Portfolio
Management
IT Financial
Management
Service Catalog
management
Capacity
Management
Demand
Management
Access management
Availability
Management
Release and
deployment
management
Problem
management
Service asset and
configuration
Management
Supplier
Management
Continuity
Management
Service Level
management
Information
Security
Management
Service
measurement
Service Reporting
Request fulfilment
Event management
Change
management
Knowledge
management
Incident
Management
Service asset and
configuration
Management
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Service
Operation
Service
Management
Service Lifecycle Management development
process
Tendency
Analisys
IT Financial
Management
Portfolio
Management
Capacity
Management
Continuity
Management
Availability
Management
Service
measurement
Service Reporting
Problem
management
Release and
deployment
management
Event management
Change
management
Service Catalog
management
Demand
Management
Supplier
Management
Information
Security
Management
Service Level
management
Access management
Knowledge
management
Request fulfilment
Incident
Management
Service asset and
configuration
Management
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Service
Operation
Service
Management
Service Lifecycle Management development
process
Tendency
Analisys
Capacity
Management
IT Financial
Management
Management
Continuity
Management
Supplier
Management
Service Level
Management
Service
Capacity
Information
Management
Availability
Security
measurement
Management
Service Catalog
management
Access management
Event management
Monitoring and
Incident
Problem
Customer
Service
Management
management
Management
Change
management
Change
Management
Service asset
and
configuration
Management
Service Reporting
PortfolioPortfolio
Management
Management
Demand
Management
Release and
deployment
management
Service Level
management
Knowledge
management
Request fulfilment
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Subprocess:
Process:
Service Management
Tendency
Management
Demand
Management
Portfolio
Management
Prospecting
Demand technique
analysis
Modeling
Consolidation and
dissemination
Information
consolidation and
demand feasibility
analisys
Update and
dissemination
Availability
Management
Plans generation
and revision
Service level
Management
Service level
formalization
Service measuring
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Service Catalog inputs
Working
groups
Availability and
Service level Mgt
Customers
Portfolio
Mgt
Partners
Tendency
Analysis
Service
Catalog
Government
Demand Analysis
Inputs
Service Lifecycle
Services
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Tendency Management
Partners
Academy
NRENs
Customers
Tendency
Management
Others
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Working groups cycle
Prototype
(year 1)
Prototype
(year 1)
Prototype
(year 1)
Approved Prototypes
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Working groups cycle
Pilot
(year 2)
Pilot
(year 2)
Pilot
(year 2)
Approved Pilots
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Working groups cycle
Experimental
Service (year
3)
Experimental
Service (year
3)
Demand
Experimental
Service (year
3)
Service
Level
Approved Experimental Services
Service
Modeling
Portfolio
Continuity
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Service Portfolio Management
Prospecting and
tendency analysis
(technology-push)
Experimental
Service
New Services
modeling ,
structuring and
implantation/
Services
improvement,
increase
Service
Catalog
Demands
and needs
analysis
(demand-pull)
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Subprocess:
Process:
Service Operation and Customer Service
Change
Management
Monitoring and
Customer Service
Management
Registry, planning
and authorization
Customer service
Communication
and execution
Service monitoring
Conclusion
Problem analysis
and resolution
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Change Management
Registry, Planning
and authorization
Communication
and execution
Conclusion
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Monitoring and Customer Service
A relevância do suporte técnico local das instituições clientes
Management
Local responsible
1º level
(ServiceDesk)
2º level
IT Team and Partners
Agenda
•
•
•
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Brief information about RNP
RNP Infrastructure
Service Management in RNP
Conclusion
Conclusion
This presentation introduced the current stage of the
structuring and implementation of the Service
Management model in the Brazilian academic network.
This model suggests how other networks may also
benefit in the processes of services structuring offered
for their institutions. The full implementation is
expected to be completed by the end of 2013.
Full article: <https://tnc2012.terena.org/core/presentation/18>
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More informations
• About RNP:
– http://www.rnp.br
• About RNP Services
– http://www.rnp.br/servicos
@servicos_rnp
Informations in English (folder)
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QUESTIONS?
THANK YOU!
Antônio Carlos Fernandes Nunes
Service Management Director - RNP
[email protected]
Leandro Marcos de Oliveira Guimarães
Service Manager - RNP
[email protected]
http://www.rnp.br
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