Service Management System

Introduction

The Service Management System as a platform, where Experiments (Experimenters) could order Services or Service bundles regarding their needs. Based on the existing Services and Venues, three predefined Service Bundles and one individual configurable Bundle are available. R6 allocates a professional BSS platform for handling the Order -, Task- and Notification procedures. The order workflow informs the Experimenter about the actual Service order Status via an Email notification. The relevant service providers have to accept or reject the order requests by resolving Tasks in the Task Management. After an approval all relevant service provider get instruction tasks which they have to finish.

Functionality

The EXPERIMEDIA Service Management System offers a platform to order services for experiments to existing and new experiments. A considerable Notification and Task-Management is triggered by a workflow

Service Management System - Service Workflow

Figure 1: Service Management System - Service Workflow

Use Cases

Roles:

  • Experimenter
  • Service Management System
  • Service provider/venue
  • Stakeholder discussion offline
  • Technical contact

Use Case (GENERAL) Experimenter - Actions

  1. Experimenter accesses Experimedia website, with information to apply for an experiment
  2. Downloads a template for the application
  3. Sends form to experimedia mgmt asking for an account (CSM info)

Service Manager - Actions

  1. Gets Email from HTML form
  2. Sets up account
  3. Sends account information and link

Experimenter - Actions

  1. Gets account information (credentials)
  2. Accesses Service Management CSM portal (link in email)
  3. Change pw on first login
  4. Uploads the proposal document(s) to the Service Management (Profile - Customer Documents)
  5. Selects a bundle (Products - Add)

Service Management System - Action

  • Send email based on template #1 to service providers: (EXPERIMEDIA Application Received)

Service providers and venues - Actions

  1. Receive email
  2. Log in to Service Management System WebAC
  3. See open tasks
  4. Get information of customer from task
  5. Go to customer mgmt
  6. Search for customer and look at documents (!)
  7. Resolve task (accept / reject)

Use Case Scenario 1: accepted

Service Management System - Actions

  1. Send emails to technical contacts of service providers (EXPERIMEDIA SERVICE TECHNICIAN request for deployment)
  2. Send accepted msg to customer

Technical contact - Actions

  1. Receive notification email
  2. Log in to WebAC
  3. See tasks
  4. Resolve tasks (deploy)
  5. Define URL, username and pw per each deployment

Service Management System - Action

  • Send Email notification with credentials to experimenter (EXPERIMEDIA Services Available)

Use Case Scenario 2a: rejected by service provider Service Management System - Actions

  1. Sends emails to stakeholders with msg “rejected, pls look” (EXPERIMEDIA Stakeholder Review (approval/rejection))
  2. Creates tasks

Stakeholder discussion offline - Actions

  1. Decission: YES
  2. ONE stakeholder accepts after discussion

Service Management System - Actions

  1. Send emails to technical contacts of service providers(EXPERIMEDIA SERVICE TECHNICIAN request for deployment)
  2. Send accepted msg to customer

Technical contact - Actions

  1. Receive notification Email
  2. Log in to WebAC
  3. See tasks
  4. Resolve tasks (deploy)
  5. Define URL, username and pw per each deployment

Service Management System - Action

  • Send Email notification with credentials to experimenter (EXPERIMEDIA Services Available)

Use Case Scenario 2b: rejected by stakeholder board Service Management System - Actions

  1. Sends emails to stakeholders with msg “rejected, pls look” (EXPERIMEDIA Stakeholder Review (approval/rejection))
  2. Creates tasks

Stakeholder discussion offline - Actions

  1. Decission: NO
  2. ONE stakeholder rejects after discussion

Service Management System - Action

  • Send Email notification with a rejected msg to customer (EXPERIMEDIA Application Outcome)

Requirements & Installation

Requirements

Hosted service.

Installation

The Service Management System is hosted at Infonova. (The user credentials are available from Infonova).

URL WebAC: https://isystem6.infonova.com/webac-infonova-vso01/home.do

URL CSM: https://isystem6.infonova.com/csm-infonova-vso01/login.do

Configuration

This are the pre-defined service bundles. Cultural Learning, Sports Training & Science and Outdoors and Leisure are not changeable. EXPERIMEDIA Anywhere is configureable individually.

EXPERIMEDIA Components Cultural Learning Sports Train. & Science Outdoors and Leisure Anywhere
Clip Ingest service (CIS) - Cultural Yes No Yes Yes
Live AV Transcoding Services (LAVTS) Yes Yes No Yes
Stream Packaging & Relay Services (SPRS) - Cultural Yes No Yes Yes
Stream Packaging & Relay Services (SPRS) - Sports No Yes No Yes
Venue FHW Yes No No Yes
Venue CAR No Yes No Yes
Venue SCHLADMING No No Yes Yes
Babylon (PCC) Yes No Yes Yes
Creator (PCC) Yes No Yes Yes
SAD (SCC) Yes No Yes Yes
ECC - RabbitMQ Yes Yes Yes Yes
Infrastructure monitoring (NAGIOS) Yes Yes Yes Yes
POI Management System Yes No Yes Yes
Service Management (R6)
Clip Ingest service (CIS) - Sports No Yes No Yes
SAS (SCC) Yes Yes Yes Yes
Sport Training Management Services No Yes No Yes
SLA* Yes Yes Yes Yes
Avatar creation (3DCC) Yes No No Yes

‘*’) SLA is mandatory in each service bundle.

API

no external API

List of functions

  • Customer Management (Experimenter)
    • add, modify, delete Customer
    • set Customer to active/inactive
    • search for Customers (via several options)
    • add/remove Customer documents
  • TASK Management
    • accept/reject Tasks
    • search Tasks
    • group via Tags, to-from selection, ...
  • Notification Management
    • notify Operators via Emails
    • notify Experimenters
    • notify Stakeholders

Code Examples

Service Workflow (structure view)

Service Management System - Service Workflow (structure view)

Figure 2: Service Management System - Service Workflow (structure view)

User Interface

The CSM access provides a comprehensive frontend for Experimenter to order services from EXPERIMEDIA.

Service Management System - CSM Profile

Figure 3: Service Management System - CSM Profile

Service Management System - CSM Products

Figure 4: Service Management System - Service Workflow (structure view)

Service Management System - CSM Service configuration

Figure 5: Service Management System - Service configuration

Service Management System - CSM Order Summary

Figure 6: Service Management System - Order summary

Contact & Support Information

Contact

Stefan Prettenhofer, MA

Support

Infonova will host the Service Management System and ensure that it is up and running for at least 6 month after EXPERIMEDIA is finished. Infonova will not do any further development on this application.

Licensing

Infonova GmbH permit using R6 Service Management System only as a hosted solution for EXPERIMEDIA members and its period.