EGI: Implementing service management in a largescale e-Infrastructure

The European Grid Infrastructure (EGI), a distributed computing infrastructure for research, has been continuously evolving from a project-based system into a 24/7 professional service. This transition comes with user expectations of increasingly reliable and predictable services, improvements that can only be achieved through advanced technologies coupled with mature human management processes. Many publicly funded e-Infrastructures are also facing similar challenges. This complex change involves defining new management approaches that can support long-term, reliable service delivery and develop community competences in them. EGI has been working on implementing the FitSM service management standard as the first step to better service management, offer more predictable service delivery, and efficiently use organizational resources. This paper provides the methodology used and overall experience in implementing IT Service Management in a large-scale e-Infrastructure.