Service Support Environment Operations

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Service Support Environment Operations
Giancarlo Rivolta Earth Observation
Programme Ground Segment Department ESA /
ESRIN giancarlo.rivolta_at_esa.int
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Overview

• Objectives
• SSE Operations Team
• Users and Service Providers trend
• Other Statistics
• Analysis
• SSE Enhancements
• Conclusions

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Service Support Environment Operations
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SSE Objectives

• The Service Support Environment (SSE) is aimed
  to
• Provide the Service Providers (SPs) with an
  overarching infrastructure that facilitates the
  set up of open operational services for Earth
  Observation (EO)
• Allow SPs to full control their own
  infrastructure
• Reduce service set-up/demo costs and time to
  market
• Give the opportunity to broaden and improve
  existing services
• Allow an easy reuse of generic or basic services
• Allow SPs to concentrate on their own specific
  skills and added value
• Combine and chain service elements within the
  supply chain
• Enable the cooperation between SPs

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SSE Operations Team

• The SSE Operations Team undertakes the following
  activities (1)
• Operate the SSE System in accordance with the
  relevant Operations Plan and Procedures
• Ensure SSE on-line availability
• Install and validate new SSE core system versions
  on ESRIN test and operational platforms
• Implement system recovery actions following
  problems, managing redundancy and contingency
  recovery procedures
• Validate and periodically verify SSE services
  with respect to Service Level Agreements agreed
  with Service Providers

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SSE Operations Team

• The SSE Operations Team undertakes the following
  activities (2)
• Notify and/or co-ordinate with Service Providers
  planned or accidental outages of connectivity,
  equipment or power supply according to the
  procedures indicated in the SSE Operations Plan.
• Coordinate with the Service Providers on any
  major configuration changes (i.e., network
  installation / expansion, changes in topology,
  system upgrades, relocations etc.).
• Provide the Service Provider with a description
  of problem, its priority, and potential impact.
  Work with the Service Provider in order to
  identify and isolate the problem, as needed.

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SSE Operations Team

• The SSE Operations Team undertakes the following
  activities (3)
• Assist SSE Service Providers, for service
  integration and validation in the operational
  environment.
• Perform troubleshooting on SSE and individual
  Services availability, malfunctioning, reported
  problems
• Inform the relevant party (Service Provider,
  System Manager, Network administrator) of the
  identified problem, follow on and cooperate as
  needed to the problem determination, and if
  needed to its solution
• Plan and execute maintenance arising either from
  the problem reporting or by the addition of new
  services in the SSE

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SSE Operations Team
Service Provider
G. Rivolta, C. Ferrao, P. Sacramento
sseteam_at_esa.int T. H. Nguyen
SSE Operations Team
D. Iozzino F. Rocci
SSE Development and Maintenance
System and Network Administration
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Registered Users trend
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Users/Services trends
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SSE Providers trend
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Users/Services/SPs trend
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SSE Portal hits trend
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Hits on SSE by country
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Service usage in Aug 07
Total 24
Total 81
Total 23
Total 5
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Usage by user type
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Services by status
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Analysis

• Registered Users number continuously growing
  (100 / year)
• Total Services number doubled in 2 years
• Number of enabled Services almost doubled in 1
  year
• Number of Services under testing increased of 10
  in 1 year
• Number of disabled Services also increased
• Number of Service requests from Real Users
  practically unchanged in 1 year (50/month), in
  spite of the strong users number growth
• These results show a significant potential
  interest of Registered Users that is not
  reflected in a quantitatively similar Services
  usage
• Understanding the reasons for such inconsistency
  is vital for defining an effective SSE
  Enhancement plan

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SSE Enhancements

• SSE can be enhanced through
• Sharing information and experience
• Allowing SPs to easily access guidelines
• Comprehensive acceptance and validation procedure
• Defining criteria for excellence or first class
  services
• Increasing the number of Users and SPs, including
  Research Institutes and Universities
• Restyling the SSE Portal (more appealing and easy
  to use)
• Promoting the SSE Portal
• Gathering feedback from users (Services
  evaluation, needs and requirements)
• Enabling the cooperation between SPs for
  increasing the users satisfaction

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Conclusions

• SSE show a strong growth of potentially
  interested users
• The number of enabled Services is also growing
• The Services usage does not reflect the SSE
  growth
• Understanding such incoherence is fundamental for
  SSE future. This should be done gathering
  feedbacks from users
• An SSE Enhancement plan is needed for targeting
  users satisfaction. To this aim, criteria for
  excellence or first class services will be
  defined, and post-restyling promotion activities
  will start
• The number of Users and SPs, including Research
  Institutes and Universities needs to be increased
• New features will be available on SSE in order to
  facilitate the provision of more advanced
  Services

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Conclusions
Thank you!
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