Master navigation torino_2013

Navigation solutions powered by Europe

Engineering and Organization of GNSS Services

Dr. ing. Marco LISIEuropean Space Agency

Special Advisor of the European Commission

Master in Navigation and Related Applications Torino, 5th April 2013

Table of Contents

Introduction Introduction to Service Systems Galileo Early Services Engineering GNSS Services Conclusions

SYSTEMS ENGINEERING, OPERATIONS ENGINEERING AND PROJECT MANAGEMENT:

the multifaceted challenge of large, strategic and complex systems

Dr. ing. Marco Lisi([email protected])

European Space AgencySpecial Advisor of the European Commission


4

Summary The increasing need for large and complex space systems

focused on the provision of services (e.g. Galileo, GMES) derives from the paradigm shift taking place in the world, i.e. the advent of a service-based economy

New approaches are required in systems engineering and project management:• Concurrency (“Concurrent Engineering”);• Integration (hardware, software, human factor, procedures);• Collaboration (“Collaborative Engineering”);• “Through-life” perspective (“TLCM”, “TCO”);• Service specification (Service Level Agreements, KPI’s);• Capabilities acquisition and management.

5

The Dawn of a Service EconomyOver the past three decades, services have become the

largest part of most industrialized nations’ economies

“As goods become more information-intensive and interactive and are continually upgraded, they change character. They lose their status as products and metamorphose into evolving services.”

Jeremy Rifkin, “The Age of Access”

Many products are being transformed into services and, in general, products integrate a higher and higher service component into them.

6

Towards a Knowledge-Based…

7

…and Service-Oriented Economy

8

What is a service?A “service” (or “service activity”) has been defined as:

“an activity or series of activities provided as solution to customer problems” (Gronroos, 1990);

“a provider-customer interaction that co-creates value”;

“the application of competences (knowledge, skills and resources) for the benefit of another entity in a mutually agreed and mutually beneficial manner” (Lusch & Vargo, 2006).

Services have a rather unique characteristic: the customer of a service is typically a participant in the service process. The customer co-produces the value (or benefit) along with the service provider via ongoing interactions.

9

What is a service system?

• Service (or service-oriented) systems are systems meant to provide value-added services through the use of technology (mainly communications and computer technologies);

• A “service system” has been defined as a dynamic configuration of people, technology, organizational networks and shared information (such as languages, processes, metrics, prices, policies, and laws) designed to deliver services that satisfy the needs, wants, or aspirations of customers.

10

Characteristics of Service Systems• Large and complex systems• Software intensive (several million lines of code) • Capabilities-based rather than platform-based • Organization and governance (human factor)• Technical performance is a prerequisite for production

and delivery of services, not a final objective• Requirements related to operations, in addition to

technical ones, assume a very high relevance:

Quality of Service (QoS) Flexibility Reliability, Availability, Continuity Expandability Maintainability Interoperability Safety Resilience Security

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Projects and Systems Evolution

12

Products vs. ServicesCars

Highways

Trains

Railways

Stations

Parking areas

Aircrafts

Airports

Ships

Etc.

13

From Platforms to Service Systems

14

Large and Complex Systems (1/2)A large and complex system is a system composed of a

large number of interconnected elements, often developed and deployed worldwide, which interact dynamically, giving rise to emergent properties

Examples of complex systems for civil applications include: global satellite navigation systems air traffic control systems railway control systems space systems such as the International Space Station or space

transportation and exploration vehicles surveillance, Earth observation and Homeland security systems electric power distribution systems telecommunication systems complex computer networks, including Internet.

15

Large and Complex Systems (2/2)A complex system often integrates existing systems (or

parts of them) in an overall large-scale architecture containing a large number of interfaces and implementing multiple modes of operation, in a highly dynamic environment

Large and complex systems require extensive logistics and maintenance support capabilities

Large and complex space-based systems (e.g. Galileo) are conceived to be in service for a long time; in this case the evolution of the system (up-gradings and modifications) has to be taken into account from the beginning.

17

Project/System Multiple Perspectives

18

Specifying a Service System• Functional and technical performance: • - System Requirements Document (SRD)• Operational requirements and scenarios:• - Concept of Operations (CONOPS) document• Expected service behavior and non-functional

performance:• - Service Level Agreement (SLA)• A typical SLA defines Key Performance Indicators

(KPI’s) and Key Quality Indicators (KQI’s), with target values and target ranges to be achieved over a certain time period.

19

Concept of Operations (CONOPS)

Operational KPI’s Dashboard

1st level maintenance

2nd level maintenance

Downtime of Control Centers

Spare parts availability

Preventive maintenance

Respect of procedures

21

The “Traditional” Procurement Approach Current systems engineering, project management

and acquisition practices still rely on their historical hardware engineering and acquisition legacy

Product-oriented, fixed-price, build-to-specification contracts give the illusion of a delivery within the allocated budget, but usually result in cost and schedule overruns

Many projects have difficulties integrating hardware, software and human factor aspects

Many projects fail to capture (and optimize) in their acquisition processes the multifaceted aspects of the systems they try to realize.

22

Through-Life Capability ManagementThrough-Life Capability Management (TLCM) is an

approach to the acquisition and in-service management of a capability over its entire life-cycle, from cradle to grave

TLCM means evaluating a capability not just in the terms of a single piece of equipment, but as a complete system or “system of systems”

TLCM recognizes the value of concurrent engineering, being aware that the initial purchase cost (and risk) of a system is only a small fraction of the total cost of procurement

The adoption of a TLCM approach implies the evaluation of all the costs involved in the utilization of a capability over its entire life-cycle, a.k.a. Total Cost of Ownership.

23

Total Cost of OwnershipOperators, including government establishments and

commercial entities, are emphasizing reduced total cost of ownership of large and complex space systems

The Total Cost of Ownership (TCO) approach asks for cost trade-off’s throughout the total life cycle

An optimum balance must be found between non-recurring (CAPEX) development and integration costs and operating (OPEX) costs

Scalable architectures, design for reliability/ maintainability/supportability, interface standardization (physical and protocol levels) and SOA (Service-Oriented Architecture) technologies are promising “best practices” to achieve the total cost of ownership reduction goal.

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The Total Cost of Ownership Lifecycle

25

The Total Cost of Ownership Iceberg

26

Non-Recurring (CAPEX) Cost Factors Factors affecting the non-recurring costs of large and

complex systems (mainly the integration effort) are:

Number of stakeholder organizations involved Number of domains involved (business functions and solution

technology) Number and variegation of classified domains Number of geographical sites Number of users Number of unique architectural components Number of physical components Level of security certification (if any) required.

27

Operating (OPEX) Cost Factors Factors affecting the operating costs of systems of

systems are:

Cost of training Costs associated with failure or outage (planned or unplanned) Costs of security breaches Costs of safety Cost of disaster preparedness and recovery Real estate occupation Energy Maintenance (including spare parts inventory) Upgrading due to obsolescence of h/w and s/w Communications fees (e.g. lease line expenses) Quality assurance Decommissioning.

28

Conclusion Space systems are becoming more and more service-

centered rather than technology-centered, “network-centric” rather than “satellite-centric”

This paradigm shift implies systems engineering and project management approaches based on four pillars: concurrency integration collaboration “through life” perspective

Space-based service systems, such as Galileo, need a very collaborative integration of systems engineering, operations engineering and project management, with special attention to operational, governance and Integrated Logistic Support aspects.

“Systems Engineering and Project Management are two sides of the same coin ”

Prof. K. Hambleton


Galileo: a Large and Complex GNSS Oriented to Services




Summary EGNOS and Galileo are the key elements of the European navigation “system of systems”, a strategic and critical infrastructure of EU;The Galileo global navigation satellite system, joint initiative by the European Union and the European Space Agency, is one of the most ambitious and technologically advanced service systems being developed in Europe, by European industries and with European resources;While the system procurement and deployment proceed on schedule, all steps are being taken for the delivery of early services;An integrated system/service engineering approach is required.

31

GALILEO Program essentials

Galileo is Europe's initiative for a state-of-the-art global navigation satellite system, providing a highly accurate, guaranteed global positioning service under civilian control While providing autonomous navigation and positioning services, Galileo will at the same time be interoperable with GPS and GLONASS, the two other global satellite navigation systems The fully deployed Galileo system will consist of 30 satellites and the associated ground infrastructure.

The Galileo System

33

GALILEO: a Large and Complex ICT System

toexternalService

Providersand otherentities

~ 40 GSS

Constellation - 30 MEO Satellites

ERIS - External Regional Integrity Systems

GCS - Galileo Control System

GMS - Galileo Mission System

GSS - Galileo Sensor Stations

MDDN - Mission Data Dissemination Network

NRS - Navigation Related Service

PRS - Public Regulated Service

SAR - Search And Rescue

SDDN - Satallite Data Dissemination Network

TT&C - Telemetry, Tracking and Telecommand

ULS - Up-Link Station

Galileo Control Centre 2 (GCC2)(geographical redundant)

Galileo Control Centre 1 (GCC1)

ERIS13 m antenna

TT&C S-band Up-linkMission C-band Up-link

(Nav/Integ/SAR/NRS/PRS)5 combined Galileo Up-links Sites

(global coverage)

Total: 5 S-band heads Total: at least 31 C-band heads

Mission C-band Up-link(Nav/Integ/SAR/NRS/PRS)

+ 4 dedicated Mission Up-linksSites

... Direct C-band Up-linksfor Integrity

SDDN MDDN/ ULS Network

MDDN/ GSS Network

Elements of GCS and GMS

Elements of GMS

Elements of GCS

Ground Control and Mission Segments Facilities

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The Galileo “System of Systems”

The Galileo Timeline

Galileo Implementation Plan

Galileo System Architecture

Galileo Service Centers in Europe

Galileo Stations for Early Services

Galileo Services

Galileo Services Provision Timeline

The Galileo Service Center

Early Services impose significant constraints on all key Galileo actors, in order to:

Prerequisites for Providing Early Services

Ensure early and continuous operation of Galileo system

Ensure early and continuous operation of the GSMC for handling security events

Ensure early provision of user interfaces, e.g. to service centres

Ensure proper definition and implementation of service validation activities

Ensure proper and timely definition of liability regimes

Characteristics

Free of charge positioning, navigation and timing informationGalileo Open Service is fully interoperable with GPS

Users

Mass-market applications (i.e. smartphones, in-car navigation)Additional applications such as timing, surveying, farming, fleet management, passenger information systems …

Next steps

Provide early Galileo Open Service from 2014Autonomous and continuous service available when the full constellation is deployed

Galileo Open Service (OS)

Open Service (OS) Freely accessible service forpositioning and timing

Because of the reduced constellation deployed by 2014, the OS early service will not provide a standalone serviceSignals will be available for users and will provide benefits when combined with GPS or other constellations, by providing good ranging accuracy online monitoring of OS SIS and timely isolation/flagging

of any OS SIS which are not reaching minimum performance levels

EC/ESA/GSA currently defining the performance commitment for early servicesNumber of signals available and positioning accuracy will increase with the deployment of additional satellitesFull autonomous PVT performance will be declared at FOC

Galileo OS – Early Service in 2014

Phased approach tied to infrastructure deploymentThe early service milestone in 2014 will be linked to a minimum deployed infrastructure configuration to be defined as part of the service requirements derivation and gap analysis.

The autonomous service milestone in 2016 is planned with a more complete constellation and with fully deployed ground infrastructure. This will allow declaration of an autonomous early service, with performance parameters that will improve with further satellite deployments, up to FOC.

Galileo OS – Phased introduction

Galileo user helpdesk facility will be available already in October 2012. operated under the supervision of the GSA

Galileo Service Centre (GSC) is being set up in Madrid provides interfaces to all users of Galileo OS (as well as CS) support to receiver manufacturers support to service providers

Main system operations (GMS / GCC) are ensured until 2016 preparations for operations after 2016 are proceeding

Galileo Reference Centre (GRC) - Independent performance monitoring centre is being established

Ground infrastructure for early OS

OS Service Provider – GSA

GRC

GRSP Operator

Galileo System Operator

GCCControl Centres

Ground Segments

OS SIS ICDOS SDD

OSSignal in Space

GSCOS Service Centre

Space SegmentSatellite

Constellation

TSP OperatorTSPTime Reference Services

Independent OS Performance Monitoring

Time and geodesy system

services

OS - User Segment

End user

Application providers

Receiver Manufacturers

App

GRSPGeodesy Reference

Services

User helpdeskAdditional

Galileo data

Galileo OS Operational ConceptSchematic view of key OS operational components

Main functions of the GSC:By means of a web portal, provide general information, official User Documentation and applicable standards static information tools and facilities to support applications and user equipment

development up-to-date status, planned outages

Provide Signal in Space (SIS) tracking assistance information up-to-date position and SIS information for each Galileo satellite tools for planning test sessions (during early stages)

Service Status Information – Service Bulletins

SIS and Service Performance Information

User Support Helpdesk Services

Galileo Service Centre (GSC)

Main functions of the GRC:Independent monitoring of Galileo system and service performance

Independent evaluation of Galileo Signal in Space (SIS) qualityIndependent evaluation of Galileo service performance, based on the Service Definition DocumentsMonitoring of service performance related Key Performance Indicators (KPIs)Support to other service centres on performance assessment and products GSC (open service, commercial service) GSMC (public regulated service) SAR (search and rescue) service provider

Monitoring of other GNSS systemsEstablish operational links with other independent evaluation networks such as IGS

Galileo Reference Centre (GRC)

Current Galileo Governance


Galileo Integrated Approach to Services Provision




Galileo Integrated ApproachThe provision of Galileo services will be a process well distinct from the Galileo system development & acquisition process;A Service Management specific process, including methodology, best practices and organization, is required;However, system (acquisition) and service (provision) have to proceed together, in a coordinated and well harmonized manner;An integrated approach is required, with a systems engineering perspective covering both system and service related aspects.

Galileo Development & Acquisition Process

GalileoSystem

Assets(Satellite Constellation, GCC’s,

GCS, GMS, GDDN, etc.)

Galileo System Requirements

Galileo System Performance &

Operations

People(ESA Project Team,

Subco’s, EC, GSA, etc.)

Processes(Engineering Board, VCB,

CCB, CM, Ops Procedures, etc.)

Galileo Service Provision Process

GalileoServices

Assets(Galileo System, GSC, GPEC, etc.)

Galileo Services

Requirements

Galileo Services Provision

People(EC, GSA, ESA Support, Member States, Services

Providers, Operators, etc.)

Processes(Services Validation, KPIs

Monitoring, Security Monitoring, Helpdesk, etc.)

56

What is a service?

A “service” (or “service activity”) has been defined as: “an activity or series of activities provided as solution to

customer problems” (Gronroos, 1990); “a provider-customer interaction that co-creates value”; “the application of competences (knowledge, skills and

resources) for the benefit of another entity in a mutually agreed and mutually beneficial manner” (Lusch & Vargo, 2006).

Services have a rather unique characteristic: the customer (user) of a service is typically a participant in the service process. The customer (user) co-produces the value (or benefit) along with the service provider via ongoing interactions.

57

What do we mean by "service"?

By the term “service” we mean the guaranteed and committed delivery of a capability to a community of potential customers/users;In the delivery of a service, the focus is more on the “commitment” (continued over time) than on the “technical performance” (provided that the service delivered is useful and responds to a minimum set of guaranteed technical requirements).

58

What is a service system?

Service (or service-oriented) systems are systems meant to provide value-added services through the use of technology (mainly communications and computer technologies);A “service system” has been defined as a dynamic configuration of people, technology, organizational networks and shared information (such as languages, processes, metrics, prices, policies, and laws) designed to deliver services that satisfy the needs, wants, or aspirations of customers.

59

Characteristics of Service Systems

Large and complex systemsSoftware intensive (several million lines of code) Capabilities-based rather than platform-based Organization and governance (human factor)Technical performance is a prerequisite for production and delivery of services, not a final objectiveRequirements related to operations, in addition to technical ones, assume a very high relevance:

Quality of Service (QoS) FlexibilityReliability, Availability, Continuity ExpandabilityMaintainability InteroperabilitySafety ResilienceSecurity

60

Specifying a Service SystemFunctional and technical performance: - System Requirements Document (SRD)Operational requirements and scenarios:- Concept of Operations (CONOPS) documentExpected service behavior and non-functional performance:- Service Level Agreement (SLA)A typical SLA defines Key Performance Indicators (KPI’s) and Key Quality Indicators (KQI’s), with target values and target ranges to be achieved over a certain time period.

Pure VAS Business Model (GPS)

IGS Service Organization

Application Provider Galileo Service Center

Galileo Ground Segment (GMS)

ULS

Galileo In Orbit Constellation

Users

E6 SiS

Commercial Services High Level Scenario

Service ManagementService Management is a set of specialized organizational capabilities for providing value to users/customers in the form of services;These organizational capabilities include all the processes, methods, functions, roles and activities that Service Providers uses to enable them to deliver services to their customers;The inputs to Service Management are the resources and capabilities that represent the assets of the Service Provider. The outputs are the services that provide value to users;The focus of Service Management is on the service delivery process which is different from a system development and acquisition process (focussed on technology and technical performance);From the Service Management viewpoint technologies and technical performance are means, not final objectives.

What is ITIL?ITIL (Information Technology Infrastructure Library) is a public framework (and a “de facto” standard) that describes Best Practices in IT Service Management;Although originally conceived and developed for IT-based services, the ITIL methodology and practices are applicable to the management of a generic service provision process;The Galileo service provision organization will have as its main and essential asset what can be seen as a large and complex ICT system (network based, computational intensive, software intensive);ITIL could therefore be a good reference for the Galileo Service Management definition.

Service Lifecycle (ITIL Standard)

The ITIL Process Model

Service Development Model

Burger, Kim, Meiren - Fraunhofer IAO - 2010

Service StrategyThe Service Strategy phase should define: What services should be offered Who the services should be offered to How service performance will be measured The service provisioning model The organization design and development

Inputs to the Service Strategy phase are: The strategic objectives defined at EC political level Market research and analyses

The main output of the Service Phase should be the Service Value definition, in terms of: Service Utility: what the customer gets in terms of satisfaction of his

needs Service Warranty: how the service is delivered and its fitness for use,

in terms of availability, capacity, continuity and security

Service DesignThe Service Design phase should define service architectures, processes, policies and documentation, including: Technology architectures Service management systems and tools Documentation and Configuration management Planning and Schedule management Security management Contractual management (in terms of Service Level Agreements, SLA,

and Operational Level Agreements, OLA) Risks identification and management Measurements methods and metrics (e.g. KPIs)

Service TransitionThe role of the Service Transition phase is to deliver the required services into operational use

Service ValidationThe objective of Service Validation is to ensure that the newly deployed service meets customer expectations and to verify that Operations are able to support itAs part of the Service Validation process, the Service Acceptance and Testing process verifies if all conditions are met for the new service to be activated and if the new service fulfils the Service Level Requirements.

Service OperationThe purpose of Service Operation is to deliver agreed levels of service to users and customers and to manage the applications, technology and infrastructure that support delivery of the servicesThe Service operation phase includes a number of key processes and activities, such as: Event Management Process Incident Management Process Problem Management Process Service Desk Function Technical Management Function

Continual Service ImprovementContinual Service Improvement (CSI) is concerned with maintaining value for the customers/users through the continual evaluation and improvement of the quality of the services providedCSI defines three key processes: Improvement Process Service Measurement Service Reporting

Galileo System/Service Integration

System Requirements

System Development

System Int. & Verif.

System Operations

External Facilities

Requirements

External Facilities

Development

External Facilities

Int. & Verif.

External Facilities

Operations

ServiceStrategy

ServiceDesign

ServiceValidation

ServiceDelivery

ConclusionsThe future delivery of Galileo service will require a specific Service Management approach, including methodology, best practices and organization;ITIL provides a “de facto” Service Management standard, adopted in a variety of service delivery cases (not necessarily and purely IT-based);The adoption of the ITIL framework as a reference for the definition of a Galileo Service Management approach might offer many advantages, including the possibility of a future certification (e.g. ISO 20000);In particular, ITIL can immediately suggest an approach to the definition of a Service Validation Plan and of the Service KPI’s.

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