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.
1. Who is the main point of contact for service ordering?
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?
There is 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?
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?
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?
The 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?
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?
No.
8. Is there a person in charge of issuing a Service order and how is that being done?
Since 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 scalability 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?
No, 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?
The resources are tracked in the corresponding page.
13. Briefly explain implementation, configuration and activation of the service.
The 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?
A 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?
No. 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?
No. 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?
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?
No, as the signup process is entirely self-service.
19. How is service user satisfaction being validated?
The 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.