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--- open:wp6:task6.2 [2017/12/08 11:21] – created viljoen
+++ open:wp6:task6.2 [2017/12/11 08:31] (current) – [Federated Operations] viljoen
@@ Line 3: / Line 3: @@
 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 Customer Support ====
+==== 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 [[http://ggus.eu|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 [[https://argoeu.github.io/|ARGO]].
+=== Service discovery ===
+=== Accounting ===