Building the CompBioMed Service Management System. The benefits of having an SMS can be summarised in the following four points: • Being able to offer well-defined, repeatable, and manageable services • Defining roles and responsibilities • Providing a clear expectation on service levels and availability • Increasing the quality and availability of services Fully implementing an SMS within a Centre of Excellence such as CompBioMed is not straighforward. The XxX does not act as a single, centrally controlled organisation over all the service management processes, but more as an integrator promoting a collaborative approach. CompBioMed is not therefore a fully integrated service provider, but can be seen more as a federation of service providers, in which the partners can offer directly specific services or enhanced service components through collaborations and seeking support in the community. For this reason, we need to clearly understand the organisational context for each service and apply only selected service management components and specific procedures tailored to the structure of the XxX and the community requirements. In this work we envision CompBioMed acting as service provider mainly in the following two ways: CompBioMed as service owner: the service is designed and maintained by CompBioMed partners and its provision relies on the use of XxX resources and effort. CompBioMed as community services enabler: the services and/or components are hosted and integrated by the XxX, which support their use, ensures consistency and promotes good practices across the spectrum of its offered services. However, the Service Owner remains the specific partner in charge of the plan and delivery. In this case, the XxX has more of an advisory role, bringing together customers and the federated member which is offering the service. For both cases we prepared tools and templates which will allow for better control of information at each level of the hierarchy and help to plan and organise strategies for the delivery of new community oriented services.
