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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?
When acquiring new resources, this would be the person who confirms that all needed resources are obtained and set up. Describe this process brieflyNo, 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?E.g. service parameters like service identifiers, IP addresses, domains, VLAN IDs, etc. This data could be recorded using database, forms, paper, etc.
The resources are tracked in the corresponding page.
13. Briefly explain implementation, configuration and activation of the service.
E.g. persons or teams involved and their tasks.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?
E.g. end-to-end testing to confirm that service is working according to agreed performance levelsA 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?
E.g. confirmation that service is configured and working as expectedNo. 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?
E.g. someone who is responsible for tracking whether service activation is going as plannedNo. 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?
E.g. the person who contacts the service user by email, phone call, etcOn 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?
E.g. after the service is activated, a person who is providing closing or management reportNo, as the signup process is entirely self-service.
19. How is service user satisfaction being validated?
E.g. survey to check if the delivered service meets service user expectationsThe 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.