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Service Integration For Space
Mission Data
Mats Önnestam and Salvatore Iovieno
How to create a unified business service
through service integration
European Space Agency
17 May 2016

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Agenda
The eye on Earth of ESA – the European Space Agency
Our challenge of Multi-sourcing
Our approach – ITIL processes we covered
Our solution – what was in the box, what was not
Results and achievements – our lessons learnt and take away

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Purpose of the European Space Agency
“To provide for and promote, for exclusively peaceful
purposes, cooperation among European states
in space research and technology
and their space applications.”
Article 2 of ESA Convention

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ESA’s eye on earth
ESRIN, in Frascati, Italy, is ESA’s centre
for Earth Observation where operations and
exploitation of Earth Observation satellites
are managed.
The world’s largest database
of environmental data for both Europe
and Africa is managed from ESRIN.

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ESA’s industrial policy
ESA’s industrial policy:
 ensures that Member States get a fair return
on their investment;
 improves competitiveness of European industry;
 maintains and develops space technology;
 exploits the advantages of free competitive bidding,
except where incompatible with objectives of the
industrial policy.
About 85% of ESA’s budget is spent on contracts
with European industry.

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Our challenge – Multi-sourcing?
Multi-sourcing is an approach to outsourcing in which infrastructure operations and
technology are contracted to a number of vendors, usually in combination with
some internally provided elements of information technology.
The multi-sourcing approach contrasts with fully in-house service provisioning and
sole-source outsourcing models.

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Multi-sourcing?
Multi-sourcing is an approach to outsourcing in which infrastructure operations and
technology are contracted to a number of vendors, usually in combination with
some internally provided elements of information technology.
The multi-sourcing approach contrasts with fully in-house service provisioning and
sole-source outsourcing models.

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Our challenge of multi-sourcing
Software
application
maintenance
External services
Site, corporate IT...
Space mission and
projects
Service front-end
desks
Engineering and
Management
support
Information
services
Data networks and
systems - operations
and maintenance
Service
management
platform
Space mission and
projects
Space mission and
projects
Remote centresRemote centres
Remote centres
External services
Site, corporate IT...
External services
Site, corporate IT...
Software
application
maintenance
Software
application
maintenance

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What was the challenge?
• Assuming procurement of atomic best in class services
• Integrating the procured service elements into one managed service
process
• Gaining control over the service data to allow performance
measurement and process control

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Our approach – ITIL processes we covered
Service
Request
Service
Catalogue
Problem
Change
Release
Incident
Service
Request
Service
Catalogue
Plan
Do
Check
Act

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Problem
Change
Release
Incident
Service
Request
Service
Catalogue
Plan
Do
Check
Act
Our approach – ITIL processes we covered
Service
Request
Service
Catalogue

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Plan
Do
Check
Act
Service
Request
Service
Catalogue
Problem
Change
Release
Incident
Service
Request
Service
Catalogue
Our approach – ITIL processes we covered

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Our approach – ITIL processes we covered
Process Objective
Service catalogue and requests Service fulfilment in line with User expectations
Incidents Service recovery
Problems Elimination of root cause and prevention of future problems
Changes Response to changed environment and objectives in a controlled manner
Releases Ensure and maintain integrity of the production configuration
Configuration management Document and maintain configuration data to be used by all other
processes

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How did we approach it? – Project set-up
• Adoption and adaption of a “best-of-breed” management tool-set based on
accepted industry standards (ITIL)
• Customisation and configuration, no bespoke development
• Use of professional service partner having both prior experience with other tool-
sets and with the selected one
• Trained internal resources for project management, testing, validation and
introduction of small changes

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Our solution – what was in the box, what was not
• Two service catalogues and user interfaces for internal and external users
• Full access to service data for authorised staff (ESA VIP)
• Some major functions added during the project not covered by the out-of-the-box
functions:
– SSO integration
– Access to process data based on contractual roles
– Email automation
– Linking of problems, changes and releases giving full trace in change management process

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ESA TellUS

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What where the results?
• System went live 14 September: 6 weeks of delay accumulated in Phase 1
• All processes within two service contracts supported from start
• Seamless integration with existing contractual interfaces
• No major problems or complaints reported
• Volume of service requests and incidents at same level as before go-live
• No service interruption during transition from Contractor controlled tool-set
• Improved performance for user accessing from public Internet
• Automated reporting to operations managers and service coordinators on
volume of work and reported incidents

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What where the results?

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What where the results?

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Service integration – What did we do?
Configuration items and CMDB
• Identification and customisation of
9 specific Configuration Item
classes
• In total 23 Configuration Item
classes
• Standard classes used for most
computing and network devices
• Circa 3,500 Configuration Item
records
• Import using “Import sets” and
“Transformation maps”- worked
very well

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Service integration – What did we do?
Configuration items and CMDB

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Service integration – What did we do?
Users, groups and access control
User User interface User actions
External Data and Service Users External catalogue in Block interface Submit service requests and
Incidents also using email
Monitor status of own tasks
Internal Service Users External and Internal catalogue in
Block interface
Submit service requests and
Incidents also using email
Monitor status of own tasks
ESA VIP Users External and Internal catalogue in
Block interface
Submit service requests and
Incidents also using email
Monitor status of all tasks
Service fulfillers – First and Second
level support
External and Internal catalogue in full
ServiceNow interface
Submit service requests and
Incidents
Monitor status of all tasks
Fulfiller role
External service providers – Third
level support
Email integration Respond to tasks using email
Access to to attached documentation

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Service integration – What did we do?
Process based access control
Group Subgroups Incident Service Requests Problem Change Release Configuration
Front-end services
operator
Order Desk
Help Desk
Service Desk
CREATE
READ ALL
UPDATE ALL
DELETE ALL
CREATE ALL
READ ALL
UPDATE ALL
DELETE ALL
CREATE ALL
READ ALL
UPDATE ALL
READ ALL READ ALL READ ALL
Operations
contractors
One or more for
each contractor
CREATE
READ
UPDATE
CREATE
READ
UPDATE
CREATE
READ
UPDATE
CREATE
READ
UPDATE
READ READ
ESA VIP CREATE
READ ALL
UPDATE
CREATE
READ ALL
UPDATE
READ ALL READ ALL READ ALL READ ALL
What we
requested
How it was
implemented

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Service integration – What did we do?
Integration using inbound email actions
Inbound
email
Water-
marked?
From other
known
system?
Registered
User?
Update
Task
Create
Service
Request
Capture
data, ask
first level to
categorise
YesYes Yes

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What did we learn?
• Service Integration over contractual interfaces is possible
• Email interfaces are surprisingly effective for service interfaces – limit to
triggers and related responses
• Establishing configuration item relations and importing data early builds
a foundation for the implementation
• Automating tedious manual tasks, like handling of routine email,
facilitates the buy-in from the operators team

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Top Takeaways
Define your scope of implementation adopting standard processes limiting their
interfaces to triggers and related responses
Involve process champions early to get feed-back on your process implementation
Identify and deploy an internal core team to design processes and functions, facilitate
implementation of critical interfaces and verification before go-live

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Thank you