Invited:

Reinoud Martens; Thomas Pettersson; Nicole Polivka; Matti Tiirakari; Isabelle Mardirossian; Luz Anastasia Lopez-Hernandez; Christophe Delamare; Rui Nunes; Stephan Petit; David Widegren; Pierre Ninin; Jurgen De Jonghe; Per Gunnar Jonsson; Derek Mathieson; Francois Briard; Wim Van Leersum; David Peyron; Veronique Fassnacht; Jens Vigen; Barthelemy Gossuin; Jochen Beuttel.

Present:

Reinoud Martens; Thomas Pettersson; Matti Tiirakari; Isabelle Mardirossian; Youri Robert; Christophe Delamare; Rui Nunes; Stephan Petit (Morning only); David Widegren;  Jurgen De Jonghe (Morning only); Derek Mathieson; Francois Briard (Afternoon only); Wim Van Leersum; Eric Reymond (Morning only); Jens Vigen; Jochen Beuttel.

Excused:

Nicole Polivka; Luz Anastasia Lopez-Hernandez (Replaced by Youri Robert); Per Gunnar Jonsson (In Course); Veronique Fassnacht (Replaced by Eric Reymond); Pierre Ninin (Holidays);

Absent:

Barthelemy Gossuin; David Peyron

Meeting started with presentation which can be found slides can be found here

Jochen reassured people present on the functional roles and responsibilities, which will not change.

Service owners, have a coordination role. Service owners can organize meetings where members of different functional units are present with the customers (as is the case today). The service owner is reponsible for organizing the communication and follow up on customer issues.

Thomas also insisted the service owner also assures coordination between customers (and users) so the functional organization is not confronted with customers fighting on conflicting requirements. The service owner should coordinate the preparative work, so facilititate the design and implementation work from the functional units.

The service owner will not 'sit in front' of the functional people providing the work, he will facilitate the communication and play a coordinating role.

There was a lot of debate on how to find the balance between transferring 'visibility' or 'power' from the functional to the service organization. We have to find the right balance without making concessions that would compromise the 'vision' of what we want to achieve.

It was agreed by everyone present, that a role of service-owner (or coordinator) is essential to introduce service orientation in GS.

We want to improve the service catalogue with the help of the newly identified service owners, or when we can't identify the serivce owner at this point, by small working groups which will work on improving the service definition and identify service owners. This work should be performed in the next 4 weeks.

The service-owner job description:

The service owner represents a 'customer service' (the 'red level').

The service owner what can be requested, if incidents can be reported, how it can be user, scope and mission.

The service owner is monitoring the service, and will coordinate incident resolution if escalation is necessary.

(insert agreed job description of service owner still on jochen's PC)

The service-owner objectives will be part of the MARS process. The evaluation can be based on a combination of KPI's and the appreciation of the service office.

It was agreed to give some 'power' to the service organization by assigning the responsibility to orchestrate the medium term 'program of work' of the department.

Role assignments:

The creation of a service unit was decided, with the responsibilities shown on slide 9 in the presentation.

It was decided to move the 'internal support services' from the corresponding  'customer service' area to a seperate 'internal GS services' service area.

The rule is that if the service can only be used and incidents reported by another GS service, it is a so called 'IT service' and not a 'Business or customer service' and thus has other characteristics (e.g. OLA and no SLA).

In case a 'IT support service' is used outside the GS domain (so end users outside GS can report incidents, etc..) it is a Customer Service.

Service Owners

• Preventive safety and health: Eric Reymond / David Peyron

• Emergency and First aid: Eric Reymond / David Peyron

• Medical IT Support: move to GS internal support service: Wim, (1 tbd from FPF)

• Access Control: Claude Ducastel, Isabelle Mardirossian, Rui Nunes (for dosimeter)

• Alarm Systems: Rui Nunes, Christophe Delamare, Silvia Grau, Pierre Ninin

• Safety Systems: Rui Nunes, Christophe Delamare, Silvia Grau, Pierre Ninin

• Access Systems: Rui Nunes, Christophe Delamare, Silvia Grau, Pierre Ninin

• Safety Management IT support: Stephan Petit, Piotr Sowinski, Francois Briard

• Access Management IT support: Stephan Petit, Piotr Sowinski, Francois Briard

• Library Service: Tulio Basaglia, Annete Holtkamp, Jens Vigen (need to check this)

• Archive: Anita Hollier

• Library Project: Salvatore Mele

• Library IT support: Reinoud Martens (for the moment)

• Visits: Piotr Sowinski, FPF tbs

• Geographic Information: Youri Robert, ??? tbs

• Passenger Service: Veronique Marchal, ??? tbs

• Removal Service: Carine Robert, ??? tbs

• Hostel Service: Isabelle Mardirossian, ??? tbs

• Exhibitions: Carine Robert, ??? tbs

• Lost and Found: David Peyron, Claude Ducastel

• Hostel It: Isabel Fernandez, AIS tbs

• Supply Chain Management: Manuel Canchez, Patrick Muffat, Isabelle Mardirossian, Tom Wegelius; Joelle Benelhadj

• Supply Chain Management IT: Jean-Luc Doublet, Slava Titov, (FPF tbd)

• Civil Engineering: Matti Tiirakari, ??? tbs

• Facility Management: Matti Tiirakari (Martine Auerbach etc.. for waste management, but has not followed awareness course, so should maybe be replaced by Isabelle Mardirossian)

• Project Consultancy Service: David Widegren, Jurgen de Jonghe, Matti Tiirakari

• Project IT Support Service: Section Leaders AIS

• Engineering Support: Widegren, Petit

• Finance IT Support: AIS Section Leaders

• Management IT Support: AIS Section Leaders, Christophe Delamare (for JMT, but has maybe to move to finance IT support)

• HR IT Support: AIS Section Leaders

• IT Support services: Wim van Leersum, Derek Mathiesson

• GS Support services: ...... tbd

The following roadmap is now defined for the service catalogue:

19th-->23rd: no meetings, but people named aove should study the service catalogue in preparation for

26th-->30th: meetings per customer service area, to consolidate the catalogue. ALL meetings will take place in 513-R-024. Reinoud Martens will be present at ALL meetings.

2nd-->6th: work on service catalogue, review meetings when necessary in 513-R-024. Reinoud Martens will be present at ALL meetings.

9th-->13th: Final sprint to approved service catalogue and service owner role assignments.

16th of November: Internal review meeting and approval with all stakeholders.

26th of November: Service Catalogue and Service Owner workshop.