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RESILIENCE/_From_Resilience/desktop.ini differ diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-EscalationPath.mmd b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-EscalationPath.mmd new file mode 100644 index 0000000..0171c13 --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-EscalationPath.mmd @@ -0,0 +1,57 @@ +--- +config: + layout: elk +--- +flowchart TD + U[["Users and requestors"]] --> A@{ label: "OMSP Service Desk
Single point of contact · triage · ticketing" } + A -- Log and acknowledge --> B@{ label: "IT Support Office
Daily operations · monitoring · fix" } + B1@{ label: "Operations Administrator
Member of ITSO" } --> B + B -- Ops triage --> DX{{"Infrastructure platform issue"}} + DX -- Yes --> D@{ label: "D4Science Support Team
VRE · StorageHub · gCat · SocialService · CCP · IAM" } + DX -- No --> DY{{"External integrated service issue"}} + DY -- Yes --> E@{ label: "External Service Provider
Local admin for integrated apps" } + DY -- No --> DZ{{"Product or content or feature request"}} + DZ -- Yes --> C@{ label: "Product Owner or Project Leader
Backlog · UAT · documentation" } + DZ -- No --> B + D -- Restore or workaround or RCA --> B + E -- Fix or configuration --> B + C -- Backlog and acceptance --> B + B -- Assess impact and SLOs --> DP{{"Priority one or SLO breach or security incident"}} + DP -- Yes --> F@{ label: "CTO – Chief Technical Officer
Tactical decisions · risk and SLO ownership" } + DP -- No --> B + F -- Coordination and approvals --> DM{{"Strategic impact or major change"}} + DM -- Yes --> G@{ label: "Board
Strategic oversight · major approvals" } + DM -- No --> B + G -- Policy and direction --> F + F -- Directives and standards --> B + A -- Acknowledgements and updates --> N1[("User and stakeholder updates")] + B -- Status and closure --> N1 + F -- Major incident communications --> N1 + G -- Executive communications --> N1 + A@{ shape: subroutine} + B@{ shape: subroutine} + B1@{ shape: rect} + F@{ shape: subroutine} + G@{ shape: subroutine} + D@{ shape: subroutine} + E@{ shape: subroutine} + C@{ shape: subroutine} + U:::notify + A:::ext + B:::int + B1:::int + DX:::decision + DY:::decision + DZ:::decision + DP:::decision + DM:::decision + F:::int + G:::int + D:::ext + E:::ext + C:::int + N1:::notify + classDef int fill:#e7f5ff,stroke:#1c7ed6,stroke-width:1px,color:#1c7ed6 + classDef ext fill:#fff4e6,stroke:#d9480f,stroke-width:1px,color:#d9480f + classDef decision fill:#ffffff,stroke:#495057,stroke-dasharray:3 3,color:#495057 + classDef notify fill:#f8f9fa,stroke:#adb5bd,color:#495057,stroke-dasharray:2 2 diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.mmd b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.mmd new file mode 100644 index 0000000..4cc7d1a --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.mmd @@ -0,0 +1,53 @@ +--- +config: + layout: elk +--- +flowchart TD + U["User community"] --> SD[["Service Desk and Support"]] + MON[["Monitoring and Control Service
Event Management"]] -- alerts and events --> SD & INC[["Incident Management"]] + SD -- log and classify --> D1{"Is this an incident"} + D1 -- Yes --> INC + D1 -- No --> D2{"Is this an access request"} + D2 -- Yes --> ACC[["Access Management"]] + D2 -- No --> REQ[["Request Fulfilment"]] + INC -- diagnose and route --> D3{"Infrastructure or application"} + D3 -- Infrastructure --> TECH[["Technical Management"]] + D3 -- Application --> APP[["Application Management"]] + TECH -- work orders and fixes --> OPS[["IT Operations Management"]] + APP -- fixes and releases --> OPS + OPS -- logs and status --> INC + TECH -- diagnostics and fixes --> INC + APP -- diagnostics and fixes --> INC + INC -- restore service --> SD + SD -- user communication and closure --> U + APP -- engage external teams --> EXT[["External Service Integration"]] + EXT -- third party actions --> APP + INC -- recurring or unknown root cause --> PM[["Problem Management"]] + PM -- root cause and permanent fix --> TECH & APP + PM -- publish work arounds --> KEDB[["Known error database"]] + KEDB --> SD & INC + PM -- update thresholds and correlations --> MON + ACC -- grant or revoke roles --> REQ + ACC -- security breach notifications --> INC + OPS -- telemetry and logs --> MON + TECH -- infrastructure metrics --> MON + APP -- application metrics --> MON + U:::aux + SD:::svc + MON:::svc + INC:::svc + D1:::decide + D2:::decide + ACC:::svc + REQ:::svc + D3:::decide + TECH:::svc + APP:::svc + OPS:::svc + EXT:::ext + PM:::svc + KEDB:::aux + classDef svc fill:#eef6ff,stroke:#1d4ed8,stroke-width:1px,color:#0f172a + classDef decide fill:#ffffff,stroke:#64748b,stroke-dasharray:3 3,color:#0f172a + classDef aux fill:#f8fafc,stroke:#94a3b8,color:#334155 + classDef ext fill:#fff7ed,stroke:#f97316,color:#7c2d12 diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.png b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.png new file mode 100644 index 0000000..f4aa4a7 Binary files /dev/null and b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.png differ diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.svg b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.svg new file mode 100644 index 0000000..e85aad5 --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-ITIL-Services.svg @@ -0,0 +1,102 @@ +

User community

Service Desk and Support

Monitoring and Control Service
Event Management

Incident Management

Is this an incident

Is this an access request

Access Management

Request Fulfilment

Infrastructure or application

Technical Management

Application Management

IT Operations Management

External Service Integration

Problem Management

Known error database

alerts and events

alerts and events

log and classify

Yes

No

Yes

No

diagnose and route

Infrastructure

Application

work orders and fixes

fixes and releases

logs and status

diagnostics and fixes

diagnostics and fixes

restore service

user communication and closure

engage external teams

third party actions

recurring or unknown root cause

root cause and permanent fix

root cause and permanent fix

publish work arounds

update thresholds and correlations

grant or revoke roles

security breach notifications

telemetry and logs

infrastructure metrics

application metrics

 \ No newline at end of file diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.mmd b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.mmd new file mode 100644 index 0000000..3137465 --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.mmd @@ -0,0 +1,31 @@ +sequenceDiagram + autonumber + participant User as End User + participant L1 as OMSP Service Desk (L1) + participant AP as IT Service/Application Provider (L2/Service) + participant D4S as D4Science Support Team (L2/Infra) + participant PL as Project Leader(L2/Project) + participant CTO as Chief Technical Officer + + User->>L1: Submit request (incident/defect/info/project) + L1->>L1: Log ticket, ACK to user (ID assigned) + L1->>L1: Classify (infra vs app vs info vs project) + + alt Infrastructure issue + L1->>D4S: Escalate with priority, evidence, context + D4S-->>L1: Diagnostic update / Fix / Workaround + else Application defect + L1->>AP: Create bug record + assign (warranty/maintenance) + AP-->>L1: Fix/Workaround + resolution notes + else Information request + L1->>L1: Resolve via KB/docs or SME + else Project-related request + L1->>PL: Redirect with full context + PL-->>L1: Guidance / Action / Next steps + end + + L1-->>User: Status updates / Resolution note + opt Major/High Impact or Policy/SLA issue + L1->>CTO: Notify & summarize (for governance) + CTO-->>L1: Direction / Escalation policy + end \ No newline at end of file diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.png b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.png new file mode 100644 index 0000000..432cfe0 Binary files /dev/null and b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.png differ diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.svg b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.svg new file mode 100644 index 0000000..7b6a3fc --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T1-ServiceDesk.svg @@ -0,0 +1,102 @@ +Chief Technical OfficerProject Leader(L2/Project)D4Science Support Team (L2/Infra)IT Service/Application Provider (L2/Service)OMSP Service Desk (L1)End UserChief Technical OfficerProject Leader(L2/Project)D4Science Support Team (L2/Infra)IT Service/Application Provider (L2/Service)OMSP Service Desk (L1)End Useralt[Infrastructure issue][Application defect][Information request][Project-related request]opt[Major/High Impact or Policy/SLA issue]Submit request (incident/defect/info/project)1Log ticket, ACK to user (ID assigned)2Classify (infra vs app vs info vs project)3Escalate with priority, evidence, context4Diagnostic update / Fix / Workaround5Create bug record + assign (warranty/maintenance)6Fix/Workaround + resolution notes7Resolve via KB/docs or SME8Redirect with full context9Guidance / Action / Next steps10Status updates / Resolution note11Notify & summarize (for governance)12Direction / Escalation policy13 \ No newline at end of file diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2-OnBoardNewSystem.mmd b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2-OnBoardNewSystem.mmd new file mode 100644 index 0000000..5648341 --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2-OnBoardNewSystem.mmd @@ -0,0 +1,64 @@ +sequenceDiagram + autonumber + %% === Actors === + participant PL as PO/PL (Requestor) + participant OMSP as OMSP-OA (Ops Admin) + participant CTO as Chief Technical Officer (CAB) + participant ITSO as IT Support Office + participant D4S as D4S-ST (VRE/Core Infra) + participant ESP as ESP (External App Provider) + participant UAT as UAT Testers (PO/PL Team) + participant MON as OMSP (Monitoring/Observability) + + %% 1) Intake & Classification (Service Request Mgmt) + PL->>OMSP: Service Request / RFC (scope, NFRs, AAI/IAM, SLOs) + OMSP-->>PL: ACK + Ticket ID + OMSP->>CTO: Register RFC & visibility + OMSP->>ITSO: Share intake context (for coordination) + + %% 2) Feasibility & Risk (Change Enablement / Design Coord) + OMSP->>D4S: Feasibility (new vs existing VRE, core services, capacity) + OMSP->>ESP: Compatibility & integration constraints (if applicable) + OMSP->>OMSP: Feasibility Note + Risk Log + IAM/RBAC outline + OMSP-->>CTO: Submit feasibility package (Go/Adjust/No-Go) + + %% 3) Plan & Approval (Change Enablement / CAB) + CTO-->>OMSP: CAB decision (approve/adjust) + OMSP->>OMSP: Deployment Plan (envs, UAT, cutover/rollback, monitoring, backup, comms) + OMSP->>ITSO: Align comms templates, inventory placeholders, runbook skeleton + + %% 4) Build & Integrate (Release & Deployment) + alt New VRE + OMSP->>D4S: Provision VRE + core (StorageHub, gCat, CCP, SocialService) + else Existing VRE + OMSP->>D4S: Extend VRE (resources, policies, quotas) + end + OMSP->>OMSP: Configure IAM (AAI/OIDC), RBAC, ELK logs, Prom/Grafana alerts + opt External integration required + OMSP->>ESP: API/connector setup, secrets, mapping, routing + end + OMSP->>ITSO: Draft/Update runbook & KB + note over OMSP,D4S: Build complete, integration smoke tests pass + + %% 5) Functional & Non-functional Testing (Service Validation & Testing) + OMSP->>OMSP: Functional, security, basic performance checks + OMSP->>D4S: Validate backup/restore & gCat metadata mapping + OMSP-->>CTO: Test summary – UAT readiness + + %% 6) User Acceptance Testing (Service Validation & Testing) + OMSP->>UAT: UAT kickoff (test scripts, data) + UAT->>OMSP: Defects/feedback + OMSP->>OMSP: Fix & retest cycles + UAT-->>OMSP: UAT Sign-off + + %% 7) Production Cutover (Release & Deployment) + OMSP->>PL: Maintenance window notice (≥24h) + user comms + OMSP->>D4S: Execute cutover + smoke tests + OMSP->>ITSO: Publish Service Catalogue entry & SLOs + OMSP-->>PL: Go-live confirmation & support path + + %% 8) Early Life Support & Handover (Service Operation) + MON->>OMSP: Heightened monitoring & alert verification + OMSP->>ITSO: Finalize runbook/KB, capture early-life metrics + OMSP-->>CTO: Early-life summary, schedule first service review + OMSP-->>PL: Ticket closure (links to docs, SLAs, escalation paths) diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2-OnBoardNewSystem.svg b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2-OnBoardNewSystem.svg new file mode 100644 index 0000000..4d62bdf --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2-OnBoardNewSystem.svg @@ -0,0 +1,102 @@ +OMSP (Monitoring/Observability)UAT Testers (PO/PL Team)ESP (External App Provider)D4S-ST (VRE/Core Infra)IT Support OfficeChief Technical Officer (CAB)OMSP-OA (Ops Admin)PO/PL (Requestor)OMSP (Monitoring/Observability)UAT Testers (PO/PL Team)ESP (External App Provider)D4S-ST (VRE/Core Infra)IT Support OfficeChief Technical Officer (CAB)OMSP-OA (Ops Admin)PO/PL (Requestor)alt[New VRE][Existing VRE]opt[External integration required]Build complete, integration smoke tests passService Request / RFC (scope, NFRs, AAI/IAM, SLOs)1ACK + Ticket ID2Register RFC & visibility3Share intake context (for coordination)4Feasibility (new vs existing VRE, core services, capacity)5Compatibility & integration constraints (if applicable)6Feasibility Note + Risk Log + IAM/RBAC outline7Submit feasibility package (Go/Adjust/No-Go)8CAB decision (approve/adjust)9Deployment Plan (envs, UAT, cutover/rollback, monitoring, backup, comms)10Align comms templates, inventory placeholders, runbook skeleton11Provision VRE + core (StorageHub, gCat, CCP, SocialService)12Extend VRE (resources, policies, quotas)13Configure IAM (AAI/OIDC), RBAC, ELK logs, Prom/Grafana alerts14API/connector setup, secrets, mapping, routing15Draft/Update runbook & KB16Functional, security, basic performance checks17Validate backup/restore & gCat metadata mapping18Test summary – UAT readiness19UAT kickoff (test scripts, data)20Defects/feedback21Fix & retest cycles22UAT Sign-off23Maintenance window notice (≥24h) + user comms24Execute cutover + smoke tests25Publish Service Catalogue entry & SLOs26Go-live confirmation & support path27Heightened monitoring & alert verification28Finalize runbook/KB, capture early-life metrics29Early-life summary, schedule first service review30Ticket closure (links to docs, SLAs, escalation paths)31 \ No newline at end of file diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2.png b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2.png new file mode 100644 index 0000000..ae45116 Binary files /dev/null and b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T2.png differ diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.mmd b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.mmd new file mode 100644 index 0000000..b90f124 --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.mmd @@ -0,0 +1,54 @@ +sequenceDiagram + autonumber + participant Req as Requestor (End User / Project Leader) + participant L1 as Service Desk (ITSO/COMSP - L1) + participant ITSO as IT Support Office (IAM Ops) + participant CTO as Chief Technical Officer (Governance) + participant D4S as D4Science IAM/Infra + participant EXT as External Service Provider (Integrated App) + participant AUD as Monitoring/Audit (ELK) + + %% 1) Intake + Req->>L1: Access request / new role / role change + L1->>ITSO: Create IAM ticket + full context + + %% 2) Role design & modelling + ITSO->>ITSO: Map business role → RBAC / claims (SoD check) + %% (5) Returned to Service Desk before approval + ITSO-->>L1: Role model package (for approval routing) + + %% 3) Approval (initiated by Service Desk) + %% (6) L1 initiates the approval step to CTO + L1->>CTO: Submit role model for approval (new roles/sensitive auth) + CTO-->>L1: Approve/Adjust + + %% 4) Provisioning (initiated by Service Desk) + %% (7,8) L1 triggers provisioning calls + L1->>D4S: Create/Update IAM groups (OIDC/RBAC) + L1->>EXT: Sync roles/entitlements (if integrated) + D4S-->>L1: Provisioning confirmation + EXT-->>L1: Sync confirmation + L1-->>Req: Access granted notice + + %% 5) De-provisioning (initiated by Service Desk) + Req->>L1: Exit / role removal / transfer + %% (12) L1 opens de-provisioning work + L1->>ITSO: De-provision ticket (record/log) + %% (13,14) L1 triggers actual revocation + L1->>D4S: Revoke membership / tokens + L1->>EXT: Revoke app tokens (≤24h) + D4S-->>L1: Revocation confirmation + EXT-->>L1: Token revocation confirmation + %% (16) L1 informs requester + L1-->>Req: Access revoked confirmation + + %% 6) Periodic reviews & compliance (initiated by Service Desk) + %% (17) L1 requests data for review + L1->>D4S: Extract audit logs & membership lists + %% (18) L1 instructs cleanup & recert workflow + L1->>ITSO: Quarterly recert + dormant cleanup + ITSO-->>L1: Recert/cleanup completion report + %% (20) L1 submits compliance report to CTO + L1->>CTO: Compliance report + exceptions/remediations + CTO-->>L1: Approved corrective actions + L1->>AUD: Persist logs & evidence (ELK) diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.png b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.png new file mode 100644 index 0000000..4c0df8c Binary files /dev/null and b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.png differ diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.svg b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.svg new file mode 100644 index 0000000..566fd6d --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T3-IAM.svg @@ -0,0 +1,102 @@ +Monitoring/Audit (ELK)External Service Provider (Integrated App)D4Science IAM/InfraChief Technical Officer (Governance)IT Support Office (IAM Ops)Service Desk (ITSO/COMSP - L1)Requestor (End User / Project Leader)Monitoring/Audit (ELK)External Service Provider (Integrated App)D4Science IAM/InfraChief Technical Officer (Governance)IT Support Office (IAM Ops)Service Desk (ITSO/COMSP - L1)Requestor (End User / Project Leader)Access request / new role / role change1Create IAM ticket + full context2Map business role → RBAC / claims (SoD check)3Role model package (for approval routing)4Submit role model for approval (new roles/sensitive auth)5Approve/Adjust6Create/Update IAM groups (OIDC/RBAC)7Sync roles/entitlements (if integrated)8Provisioning confirmation9Sync confirmation10Access granted notice11Exit / role removal / transfer12De-provision ticket (record/log)13Revoke membership / tokens14Revoke app tokens (≤24h)15Revocation confirmation16Token revocation confirmation17Access revoked confirmation18Extract audit logs & membership lists19Quarterly recert + dormant cleanup20Recert/cleanup completion report21Compliance report + exceptions/remediations22Approved corrective actions23Persist logs & evidence (ELK)24 \ No newline at end of file diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.mmd b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.mmd new file mode 100644 index 0000000..9d6fe58 --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.mmd @@ -0,0 +1,62 @@ +sequenceDiagram + autonumber + %% Actors + participant MON as Automated Monitoring (ELK + Prom/Grafana) + participant OMSP as Monitoring (OMSP) + participant U as End User + participant L1 as Service Desk (OMSP-L1) + participant ITSO as IT Support Office + participant D4S as D4Science Support (Infra-L2) + participant ESP as External Service Provider (SW-L2) + + %% 1) Health monitoring & observability (ITIL: Event Management) + MON-->>L1: Alert: health check/deep probe failure or non-SLO compliance vs SLR + U->>L1: Incident ticket (symptoms, impact) + L1->>L1: Triage & classify (infra vs software, severity, business impact) + L1-->>ITSO: Notification (for coordination and eventuallyescalation) + + %% 2) Incident response (ITIL: Incident Management) + alt Infra suspected/confirmed + L1->>D4S: Attach logs/metrics, open infrastructure incident (if infra) + L1->>D4S: Escalate eventually with priority, evidence, timeframe + D4S-->>L1: Diagnostic update / Fix / Workaround + else Software malfunction suspected/confirmed + L1->>ESP: Attach logs/metrics, open application incident (if app) + L1->>ESP: Escalate eventually with priority, replication steps, logs, versions, timeframe + ESP-->>L1: Patch/workaround/ETA & notes + L1->>L1: Implement workaround if needed, monitor impact + end + ITSO-->>L1: Resolution summary (restore confirmation/next steps) + L1-->>U: Status updates and final resolution note + L1->>ITSO: Detailed Incident Information + L1-->>ITSO: Post-Incident Review (PIR) with root cause & actions + L1->>L1: Update runbook and KB with lessons learned + note over OMSP,D4S: Patch/Release Management + %% 3) Patch & release management (ITIL: Change Enablement / Release & Deployment) + ESP-->>L1: Vendor advisory / patch announcement + L1->>L1: Evaluate advisory risk, select candidate patches + L1->>L1: Test patches in test/pre-prod environment + L1->>ITSO: Draft Release Plan (scope, risk, smoke tests, rollback) + L1-->>ITSO: Maintenance notice (≥72h) with scope/impact + L1->>U: Maintenance notice (≥24h) with scope/impact + L1->>L1: Pre-patch backup & restore test (evidence) + L1->>L1: Deploy in approved change window, execute smoke tests + L1-->>ITSO: Change closure (success/rollback) + evidence + L1-->>U: Completion communication (outcome/next steps) + note over OMSP,D4S: Configuration Items/CMDB Documentation + %% 4) Configuration & documentation (ITIL: Knowledge Management) + L1->>L1: Update CMDB (versions, CIs, relationships) + L1->>L1: Update config inventory & user guidance (versioned) + L1->>OMSP: Adjust dashboards/alerts thresholds as needed + OMSP->>MON: Adjust dashboards/alerts thresholds as needed + + note over OMSP,D4S: Capacity/Availability/Performance Monitoring + %% 5) Capacity, performance & cost (ITIL: Capacity Management) + OMSP->>MON: Monthly trigger: pull utilization (capacity/availability) trends + OMSP->>ITSO: Review hot spots / anomalies (CPU, RAM, I/O, latency, cost) + ITSO->>ITSO: Analysis + OMSP->>D4S: Request infra tuning / scaling options where needed + D4S->>D4S: Implementation of the optimisation plan + D4S->>OMSP: Optimisation plan executed + OMSP->>OMSP: Testing + OMSP->>ITSO: Record scaling plan / optimizations and publish summary diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.png b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.png new file mode 100644 index 0000000..25e9b86 Binary files /dev/null and b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.png differ diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.svg b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.svg new file mode 100644 index 0000000..3db282e --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T4-Monitoring.svg @@ -0,0 +1,102 @@ +External Service Provider (SW-L2)D4Science Support (Infra-L2)IT Support OfficeService Desk (OMSP-L1)End UserMonitoring (OMSP)Automated Monitoring (ELK + Prom/Grafana)External Service Provider (SW-L2)D4Science Support (Infra-L2)IT Support OfficeService Desk (OMSP-L1)End UserMonitoring (OMSP)Automated Monitoring (ELK + Prom/Grafana)alt[Infra suspected/confirmed][Software malfunction suspected/confirmed]Patch/Release ManagementConfiguration Items/CMDB DocumentationCapacity/Availability/Performance MonitoringAlert: health check/deep probe failure or non-SLO compliance vs SLR1Incident ticket (symptoms, impact)2Triage & classify (infra vs software, severity, business impact)3Notification (for coordination and eventuallyescalation)4Attach logs/metrics, open infrastructure incident (if infra)5Escalate eventually with priority, evidence, timeframe6Diagnostic update / Fix / Workaround7Attach logs/metrics, open application incident (if app)8Escalate eventually with priority, replication steps, logs, versions, timeframe9Patch/workaround/ETA & notes10Implement workaround if needed, monitor impact11Resolution summary (restore confirmation/next steps)12Status updates and final resolution note13Detailed Incident Information14Post-Incident Review (PIR) with root cause & actions15Update runbook and KB with lessons learned16Vendor advisory / patch announcement17Evaluate advisory risk, select candidate patches18Test patches in test/pre-prod environment19Draft Release Plan (scope, risk, smoke tests, rollback)20Maintenance notice (≥72h) with scope/impact21Maintenance notice (≥24h) with scope/impact22Pre-patch backup & restore test (evidence)23Deploy in approved change window, execute smoke tests24Change closure (success/rollback) + evidence25Completion communication (outcome/next steps)26Update CMDB (versions, CIs, relationships)27Update config inventory & user guidance (versioned)28Adjust dashboards/alerts thresholds as needed29Adjust dashboards/alerts thresholds as needed30Monthly trigger: pull utilization (capacity/availability) trends31Review hot spots / anomalies (CPU, RAM, I/O, latency, cost)32Analysis33Request infra tuning / scaling options where needed34Implementation of the optimisation plan35Optimisation plan executed36Testing37Record scaling plan / optimizations and publish summary38 \ No newline at end of file diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.mmd b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.mmd new file mode 100644 index 0000000..f431f1a --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.mmd @@ -0,0 +1,34 @@ +sequenceDiagram + autonumber + participant MON as Monitoring/Observability (SLAs/ELK/Prom-Grafana) + participant L1 as OMSP - Service Desk (tickets) + participant ITSO as IT Support Office + participant D4S as D4Science Support (Infra/VRE) + participant ESP as External Providers (integrations) + participant SM as OMSP - Service Manager + participant CTO as CTO + + %% (One-off or yearly) Template agreement + SM->>CTO: Propose/agree reporting template (KPIs, risks, escalations, actions) + + %% Monthly data collection + MON-->>SM: SLA/availability/MTTR/exported metrics + L1-->>SM: Ticket stats (incidents/requests), trends + ITSO-->>SM: Problems, changes, PIR highlights, patch outcomes + D4S-->>SM: Infra SLAs, capacity notes, major events + ESP-->>SM: External dependency incidents/escalations + SM->>SM: Normalize & consolidate dataset + + %% Draft report + SM->>SM: Draft Monthly Service Report (KPIs, major issues, risks, CSI items) + SM->>ITSO: Internal review & factual check + ITSO-->>SM: Edits/confirmations + + %% Submission & review + SM->>CTO: Submit report (≥5 days before month-end) + CTO-->>SM: Acknowledge & share agenda points + SM->>CTO: Review meeting (clarify escalations, agree corrective actions) + + %% CSI follow-up + SM->>SM: Create/Update CSI register (owners, due dates) + SM->>CTO: Circulate meeting minutes & action log diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.png b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.png new file mode 100644 index 0000000..06e470b Binary files /dev/null and b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.png differ diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.svg b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.svg new file mode 100644 index 0000000..4256dcc --- /dev/null +++ b/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) of RESILIENCE/_WorkingDocs/OMP-T5-MonthlyReporting.svg @@ -0,0 +1,102 @@ +CTOOMSP - Service ManagerExternal Providers (integrations)D4Science Support (Infra/VRE)IT Support OfficeOMSP - Service Desk (tickets)Monitoring/Observability (SLAs/ELK/Prom-Grafana)CTOOMSP - Service ManagerExternal Providers (integrations)D4Science Support (Infra/VRE)IT Support OfficeOMSP - Service Desk (tickets)Monitoring/Observability (SLAs/ELK/Prom-Grafana)Propose/agree reporting template (KPIs, risks, escalations, actions)1SLA/availability/MTTR/exported metrics2Ticket stats (incidents/requests), trends3Problems, changes, PIR highlights, patch outcomes4Infra SLAs, capacity notes, major events5External dependency incidents/escalations6Normalize & consolidate dataset7Draft Monthly Service Report (KPIs, major issues, risks, CSI items)8Internal review & factual check9Edits/confirmations10Submit report (≥5 days before month-end)11Acknowledge & share agenda points12Review meeting (clarify escalations, agree corrective actions)13Create/Update CSI register (owners, due dates)14Circulate meeting minutes & action log15 \ No newline at end of file diff --git a/02_da_classificare/__Deliverables/D2.2 Update of the Operations Management Policy (OMP) 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