European Open Science Cloud Service Capabilities and Governance Models

04/04/2025 Mick Symonds Confidential General outline European Open Science Cloud (or whatever we are calling it) needs to arrange for some mature service capabilities, fast The good news is that enterprises were doing this about 10-15 years ago, and you can learn from their (and our) experience The services need to be of usable quality and industrial strength: defined, with levels, reporting, costs and/or prices, etc. scalable: not dependent on a few people supported, end-to-end, 7 * 24 * forever Various proven models are available to be used, e.g.: demand/supply structures, with processes and RACI instruments for service deployment and transition maturity models, because you can t just stop 1

04/04/2025 Mick Symonds Confidential A simple demand/supply governance interaction model Supply Supply Organization Organization Demand Organization Customer Demand Organization Customer Business Management Business Management Strategic Strategic Business IT Strategy Long-Term Business Goals Contract Issues Demand Management Escalation Client Management Executive Mgt Program / Delivery Management Program / Delivery Management Tactical Tactical Implement IT Strategy Definition / Design Development for New Projects Overall Contract Management Service Level Management / Reporting Escalation Service Delivery Management Relationship Managers Service Management Program Office Consumption/Fulfillment Fulfill IT Strategy Implement New Projects Service Level Measurement Transition / Project Management Consumption/Fulfillment Suppliers Managed by Atos Origin Requirements Service Managers Operational Operational Reporting Project Management New Service Request Business Units User Community New Service Request Support Center Delivery Team Procedures and Processes Procedures and Processes 2

Customer Demand Customer businesses Arena s Arena s Arena s Arena s Product Divisions Tower Supply Org Tower organization Tower organization Tower organization Tower organization Tower Supplier Tower Supply Org Tower organization Tower organization Tower organization Tower organization 3rd party organization Customer Demand Customer businesses Customer Demand Customer businesses Customer Demand Customer businesses Customer Demand Customer Tower Supply Org Tower Supply Org Tower Supply Org Tower Supply Org Tower Supply Org Tower Supply Org Tower Supply Org Customer Supply Organization Customer IM organization SiTi Supply Organization Service Integration and Technology Integration Supplier 04/04/2025 Mick Symonds Confidential Global CU Exec Arena Customer Unit Executive Strategic Technology Architect Tower specific architects Executive Sponsor IM Executive Customer business strategy market developments Business Advisor Global Ops Mgr Operations Manager Portfolio Management Business Liaison Tactical non outsourced services interaction Business Process Owner 3rd party SDM Service Level Controller Service Management Tower SM SDM Program Program mgt Management Office Implementation Management Project management IA Test Manager management Security Management Problem Manager EUC 3rd party support Service & Support Operational CR s Information/Business Analysts Incident & Change Process Manager Incident & Change Coordinators Business Key User 3rd party support Service & Support How-to answers resolution monitoring & coordination Application Development 3rd party support A s Q s Application Maintenance 3rd party support Business End User OpCo Retail Help Desk Help Desk Help Desks OCS OpCo Retail Regional Ops Technical Analysts (OTA) Processing Service & Support Sales users CDC HD NL CDC HD 3rd party support SCS Incidents Questions DataC Techn. (DDCT) Solutions Follow up Notifications FM Corporate users Network 3rd party support NL HD / US Customer Service Centre Service & Support SiS NW Ops Analysts Factory users Infrastructure Control Center 3rd party Infra Control Center Uniform tooling Reporting webportal Self service portal Infrastructure monitoring toolset Service Mgt tool business process monitoring toolset Config MDB Asset MDB Knowledge base 3

04/04/2025 Mick Symonds Confidential Maturing services to deliver new technologies Basic Standardised Rationalised Dynamic Local procedures and work instructions Operational focus, local-for-local Tactical extensions, supply-side alignment Integrated strategic links to business, demand-supply integration Process, demand/ supply People and organisation Technical competence within individuals People management, coordinate the skills Multi-level, structured capabilities Selective off-shoring Business development and entrepreneurship Solutions architectures Document what you do System-based: box watching Fixed content and term Service-based: use of facilities Flexible extensions Managed services, on demand Utility-style pricing, without penalties Outcomes: satisfaction, ease-of-doing-business Integrated Services and contracts Input-based: react to events Output-based: component availability End-to-end Service levels Undefined, best efforts System monitoring, point solutions Common frameworks Events linked to service management Identity and access management Automated system management Policy-based service provisioning and management Technology and tools Buy own components, fixed service cost Pay for what is assigned to you Pay for what you use Service-based pricing Costs/prices 4

04/04/2025 Mick Symonds Confidential Sample infrastructure services transition roadmap 4. Global sourcing/ off-shoring 7. Rational consolidation/ virtualisation 10. Information lifecycle management 2. Outsourcing 5. Physical consolidation 8. Dark centres, automation 11. On Demand and Utility Based Computing 3. Logical consolidation 1. Select standards 6. Demand/ Supply structures 9. Mood, SL differentiation 12. Cost level reviews This is an illustrative representation of dependencies and sequence: Exact dependencies and sequence need discussing with each customer to reflect their particular circumstances The approach is iterative, with a first simple pass-through, becoming more complex as we broaden the scope we are addressing All instruments have already been applied to some degree in most customer environments: So there is a wealth of knowledge and experience in their use Source: Atos experience c. 2002 5

For more information please contact: Mick Symonds Principal Solutions Architect/Loose Cannon Atos Amstelveen The Netherlands michael.symonds@atos.net m +31 651 755 779 6