AENEAS 2020 wiki

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====== 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 [[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 ===