EGI Technical Forum 2010

Session

EGI Helpdesk - Support, Process and Implementation

16 Sept 2010, 16:00

Yakult Room (Beurs van Berlage)

Description

This session aims at giving an overview of the tools and processes put in place to offer a complete set of user support services for th whole EGI landscape.

161. GGUS - EGI's central helpdesk

Dr Torsten Antoni (Karlsruhe Institute of Technology)

16/09/2010, 16:00

The transtion EGEE to EGI made it necessary to adapt the support infrastructure and support processes to fit the new operations model. One of the major changes is that the support now has to cover a large number of independent projects (EGI-InSPIRE, EMI, IGE, ...). In such a distributed environment it is even more important to have clearly defined processes and proper interfaces between the...

162. TPM - EGI's first line support

Helmut Dres (GGUS)

16/09/2010, 16:15

With the transition from EGEE to EGI the first line support (TPM) model has changed. From originally 15 support teams spread all over the EGEE region two teams one in Italy and one Germany are remaining and share the work in biweekly shifts. The talk will cover the questions how the new model is organized what EGI users can expect from the TPM and how EGI benefits from the agreement the TPM...

163. COD - EGI's operator on duty

Ron Trompert (SARA)

16/09/2010, 16:30

In the transition from EGEE to EGI there were substantial changes in the grid oversight actitivity. The monitoring of sites moved from an central model to a regional model and the EGEE Regional Operations Centres transformed into one or more NGIs. In this talk we will discuss these changes and their impact. In addition, we will discuss how the COD activity has changed going from EGEE to...

164. xGUS - an easy way to set up an NGI helpdesk

Sabine Reisser (NGI-DE)

16/09/2010, 16:45

With the transition from EGEE to EGI the formerly federative model of ROCs changed to the model of NGIs (National Grid Initiatives). In order to fulfil the requirement of having its own helpdesk, GGUS offers the NGIs a regional support portal template which is based on a slim version of GGUS. It includes all basic support portal functionalities such as a ticket database, an email engine,...

165. PL-Grid - An example of an NGI support infrastructure

Marcin Radecki (CYFRONET)

16/09/2010, 17:00

In this session Polish NGI support structure will be presented. Polish NGI uses own helpdesk bi-directionally integrated with GGUS. National helpdesk is based on Request Tracker. The support groups include a national team responsible for assigning tickets which require that, a group of specific domain experts and of course the users. There are procedures in place which ensure efficient...

266. Network Support Coordination: Status and Plans

Dr Mario Reale (GARR)

16/09/2010, 17:15