This page provides the questionnaire as a support for the definition of the business process flow for service ordering. The TMF name of the process is Order-to-Payment.
Text written with Italic letters explains the question in more details.
1. Who is the main point of contact for service ordering?Whom and how should customer contact in order to activate the service?
eduroam Managed IdP is a multi-level multi-tenant system. Ordering happens on two distinct levels:
1) a National Roaming Operator (NRO) orders a national-level tenancy in the system, in order to provision individual future eduroam IdPs.
2) a future eduroam IdP wishes to order an institution-level tenancy in the system, in order to provide eduroam accounts to their own end users.
The main point of contact for a national-level tenancy is the eduroam OT. Their main role is to explain that the actual sign-up for an NRO is entirely in self-service - the NRO merely needs to log into the system as administrator; and is then automatically recognised as NRO personnel and given the corresponding rights. If the NRO operator is not recognised automatically by the system, eduroam OT can set the appropriate permission level for all eduroam Operations Support Systems (this is a process outside of eduroam Managed IdP).
The main point of contact for a institution-level tenancy is the respective NRO operator (after that operator has activated his national-level tenancy). Should a future eduroam IdP contact eduroam OT or the first-level support directly, they will be redirected to the respective NRO.
2. Is there a service user identification process?What
There is the process to decide if the service user is entitled to service - who and how is doing that?an existing process to determine eligibility for national-level tenancies. See "Access to Operations Support Services".
Institution-level eligibility within an NRO is determined by the NRO personnel according to their own processes. eduroam OT does not interfere with these eligibility decisions.
3. What kind of data is requested and collected from the customer/service user?
E.g. service user names, service user organization, etc.; How is data collected -Forms, applications, etc.?For national-level access, all data requests are happening by eduroam OT with the NRO onboarding process; this is not specific to eduroam Managed IdP.
For institution-level access, the data is listed in the service's data inventory.
4. How is the availability and/or feasibility of the service determined for a particular customer/service user?
E.g. if there are any customized service offerings to the service user or if the service is a part of the standard offering?There is no customised service offering. The system is designed for world-wide scalability, and new users can come in any time. The overall system is constantly monitored to see early in advance when its scalability is challenged.
Should a single national-level tenancy produce more than 10.000 active user accounts, a custom solution will be sought.
5. How is the availability of resources needed to support the service determined?
E.g. availability of computer hardware, servers or network resources, etcThe system has been tested with highly parallel requests for 1.000.000 users simultaneously. The resources given in the corresponding page are sufficient to handle that load.
6. Is there any kind of customer/user subscription inventory used in the process?
E.g. database with detailed information about customers and services provided to them?The system includes an embedded MySQL/MariaDB instance which holds all customer information.
7. Is there a need to contact the service user during the order completion phase? If yes, who is doing that and how?
E.g. if service user participates in commissioning or end-to-end testing during service setup phaseNo.
8. Is there a person in charge of issuing a Service order and how is that being done?
E.g. The person who checks that all requirements are met, the customer request can be fulfilled, and then issues an order to implement the serviceSince there are no service orders, such a person does not exist.
9. Is there a person in charge of issuing a Resource order and how is that being done?
Resource orders are not needed. If the service requires special resources that need to be provisioned (e.g. hardware, switches, servers, etc.) this would be the person initiating the process to obtain themscalability of the overall system becomes insufficient at some point, it is part of the normal DevOps activity to provide more resources for the components in question.
10. What if adequate resources are missing (e.g. servers, network equipment, etc.)? Is there a person in charge of supply, allocation and installation of needed resources? How are new resources configured and tested? Describe that process.
eduroam OT monitors existing resources. Since the entire system is running in virtualised environments, a shortage can likely be overcome by provisioning more resource to the existing VMs. Should larger changes be needed, the development team is consulted.
11. Is there a person in charge of closing Resource order?
When acquiring new resources, this would be the person who confirms that all needed resources are obtained and set up. Describe this process brieflyNo, because resource orders are not needed.
12. Is there a need to allocate specific service parameters during the service setup phase? How is that data recorded?E.g. service parameters like service identifiers, IP addresses, domains, VLAN IDs, etc. This data could be recorded using database, forms, paper, etc
The resources are tracked in the corresponding page.
13. Briefly explain implementation, configuration and activation of the service.
E.g. persons or teams involved and their tasksThe entire section on Service Operation is dedicated to this topic.
14. How is the service tested before it is activated for the service user, and by whom?
E.g. end-to-end testing to confirm that service is working according to agreed performance levelsA new user merely means a new tenant in the existing production-grade system; this does not require extra testing.
15. Is there a person in charge of closing Service order?
E.g. confirmation that service is configured and working as expectedNo. If the self-service signup and usage do not work, the user should open a support request.
16. Is there a person who monitors that service user provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date?
E.g. someone who is responsible for tracking whether service activation is going as plannedNo. The self-service signup paths on both tenancy levels are well-tested and require no human supervision.
17. How (and by whom) is service user being contacted after service is activated?
E.g. the person who contacts the service user by email, phone call, etc
On national-level tenancy, the contact details for the NRO are recorded in the eduroam Database. They would be contacted by eduroam OT in case of need.
On institution-level tenancy, the contact is between the respective NRO personnel and the eduroam IdP administrator. eduroam OT does not interfere with this local communication.
Service-wide announcements are done using an information window on the front page of the web interface ("Message of the Day", MOTD).
18. Is there a person or team in charge of closing the service user order?
E.g. after the service is activated, a person who is providing closing or management reportNo, as the signup process is entirely self-service.
19. How is service user satisfaction being validated?
E.g. survey to check if the delivered service meets service user expectationsThe service collects ongoing statistics about usage and uptake. Also, there is a user mailing list where both positive and negative comments can be put forward.