Project:Infrastructure/Service Catalog

= Service Catalog (DRAFT) = A lot of this template blurb has been borrowed by Robin from a similar process elsewhere, and needs to be heavily edited.

Gentoo Linux provides services. These are listed in the draft Service Catalogue. Services can be external facing, or internal facing.

For an initial scope limitation, this is being restricted to services where the Infrastructure team are presently handling the operations of a service.

Roles & Responsibilities
Services are staffed by people in different roles. Not all services require all roles. People may play multiple roles in a service, or the same role across multiple services.

Role: Service Owner / Project Lead

 * Service Definition (SLA, EOI)
 * Contract creation, renewals
 * Resourcing
 * Project Management
 * Analytics and Reporting, and Open Data

Role: Support (Tier1)

 * Tier 1 client interaction
 * Documentation & Training
 * Testing & QA

Role: Application Administration & Operations

 * Account Administration
 * Other site admin and approvals
 * Configuration changes within the applications

Role: Application Dev and Maintenance

 * Initial Development
 * Enhancements
 * Bug Fixes
 * Configuration Management & Upgrades
 * Acceptance Testing (with Support)
 * Tier2/Tier3 Support

Role: Sysops

 * Capacity Management (monitoring, sizing)
 * Service Continuity (backups, recovery)
 * Security Management

Role: Administration

 * Costing / "sales" - Finance
 * Marketing & Communications
 * Governance
 * Human Relationships
 * Legal
 * Stakeholder Liaison

TEMPLATE: Service Name

 * Service Lead:
 * Service Description:

Metrics

 * Number of X in past month

Service Workplan
If there are development plans, this should link to it.

Support Details

 * Tier 1..3
 * Emergency (//help, it's down!//)

Application Admin & Operations Details
High level details for administration and operation of the service. Expanded details can go on a sub page or be pointed to in other parts of the wiki.

Application Dev and Maintenance Details
High level details for administration development for the service. Expanded details can go on a sub page or be pointed to in other parts of the wiki.

Sysops Details
High level details for systems support for the service. Expanded details can go on a sub page or be pointed to in other parts of the wiki.

Administration Details
High level details for Administration for the service. Expanded details can go on a sub page or be pointed to in other parts of the wiki. Ideal should include pointers to contract details, SLAs, EOI