Session Abstract

A major 2016-17 goal for Internet2 Network Services is a focus on operations excellence and implementation of an IT Service Management (ITSM) plan. A great deal of productive work has already been conducted through a formal IT Service Management Review in 2014 and a security assessment in 2015. Both reviews identified opportunities for improvements in our service delivery system and we have made some progress with our partners in improving our services, but there is more to do.

To ensure we have community input in these efforts we have created the Operations Excellence Community Steering Team to oversee review of several key agreements whose initial terms ends in 2016/2017. This group has been asked to provide guidance on the development of requirements, the execution of process and the veracity of analysis as review of Internet2’s important network operating contracts proceeds. The team will provide input and advice to the staff and, ultimately, be the community's window into the process and analysis used to assure the community at large that requirements and objectives are reasonable and that a fair process that best meets community requirements is being used.

The community is invited to meet the members of the Steering Team, and hear about efforts to date and future goals.