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Computing Division Helpdesk Activity Report

Computing Division Helpdesk Activity Report. Rick Thies/Jack Schmidt July 31, 2007. Agenda. Services Support Gratuitous Remedy Metrics OSG Update Recent Projects New Projects. Helpdesk Services. 24 x 7 User support Cryptocards DOE Grid Certificate services Email Quota Forwards

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Computing Division Helpdesk Activity Report

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  1. Computing DivisionHelpdesk Activity Report Rick Thies/Jack Schmidt July 31, 2007

  2. Agenda • Services • Support • Gratuitous Remedy Metrics • OSG Update • Recent Projects • New Projects

  3. Helpdesk Services • 24 x 7 User support • Cryptocards • DOE Grid Certificate services • Email • Quota • Forwards • Passwords • Hardware service • Triage service requests with internal/external vendors • Create, track vendor service request

  4. Helpdesk Services • Pager schedules • Software Licenses • Software distribution • Dongles • Tier1 Desktop triage • Software Installs • Troubleshooting • User Accounts • Creation • Passwords • UID/GID • Client Verification/Validation

  5. Helpdesk Support • Helpdesk • Rick Thies – GL • Jere Bozonelos • Tom Bozonelos • Yolanda Valadez • Development • Linda Blomberg • Marc Mengel* • Rich Thompson • Helpdesk • Jack Schmidt –GL • Rick Thies – Asst. GL • Linda Blomberg • Jere Bozonelos • Tom Bozonelos • Brandon Minor (SS) • Yolanda Valadez • Development • Linda Blomberg* • Marc Mengel* Pre-reorg After Reorg

  6. Off Hours Metrics

  7. Remedy Metrics 2007

  8. Remedy Metrics 2007 (Category)

  9. Remedy Metrics 2007 (Source)

  10. Remedy Metrics 2007 (Group)

  11. DOE Grid Certificate Approvals 2007

  12. OSG Support Center Update • MOU written between FNAL and IU – Needs formal approval: • CD-doc-2004 • Notification of changes and test plans • Notification of system outages • Ticket Metrics • Trackable metrics from IU <-> FNAL • Automation of tickets to CMS exists, implementing same for CDF,D0, DES, FERMIGRID, ILC, LQCD, and SDSS

  13. Remedy/Footprints Metrics

  14. Recent Projects • Re-org • Adding new groups and pager schedules to Remedy • Defining system and service support* • Sync NGOP systems and Remedy • FCIRT • Build response and tracking workflow for incidents • Ticket Rollover • Modify Remedy to handle 6 digit ticket numbers • Time change • Helpful advice on system configuration • Integration/Production Systems in Sync

  15. New Projects • Helpdesk Assessment • Server Hardware Changes • Off Hours Support Review • Phone Switch Review • Task Automation • Software Licensing

  16. Helpdesk Assessment • Helpdesk process and technologies assessment by Logicalis • Items to be addressed (taken from SOW): • Validate the Fermi functional requirements with stakeholder groups for Helpdesk • Validate the data workflows and respective integrity in the process • Identify “gaps” in current/desired process • Gain consensus with stakeholder group representatives on strategy to move forward • Provide definition of recommended functionality additions • Develop detailed overall project plan to move forward to Definition/Design and Implementation stage

  17. Helpdesk Assessment • Deliverables • List of “quick wins” that can be implemented rapidly and provide positive visible results for the Helpdesk • IT Help Desk Assessment Results & Recommendations Document • IT Help Desk Assessment Results & Recommendations Presentation • 15 custom interviews with Project stakeholders (duration: 1 hour each) • Working on list…

  18. Helpdesk Assessment • Assessment based on Best Practices “IT Infrastructure Library (ITIL)” and involves the Service Management Processes (ITSM). • ANL, LANL, LLNL and SNL presently using ITIL framework at some level

  19. Server Hardware • Replacing outdated hardware • Moving to virtual machine model to reduce number of physical systems • New configuration based on Remedy best practices

  20. Off Hours Support Review • Issues forced change in service (Sept 06): • Tel*Assist takes calls and routes info to Helpdesk Primary. • Helpdesk Primary: Contacts Client; Determines action; Takes action (normally creating ticket) • Helpdesk staff direct involvement takes less time and improves routing of issues* • Define Requirements (& Budget)

  21. Phone Switch Review • Existing Issues • Runs unsupported OS. • Many features never implemented • Identifying Requirements and future needs • LHC @ FNAL Center interest

  22. Task Automation • Remedy • Pager schedule entries • Open ticket website (replace Monday reminders) • Reduce cutting/pasting of ticket information • Accounts • Validating individuals • Verifying and entering Database information and forms to complete new accounts • Databases & forms accessed & updated for accounts CNAS, UserDB, Crypto Card Excel spreadsheet, CMS special principle, etc. • Password resets

  23. Task Automation • Hardware Service • Additional time used when Misjob data is not up to date • Waiting on task numbers, location, serial numbers, etc. • Checking system warranties

  24. Software License • Identify tasks for Helpdesk staff vs. License folk

  25. Questions? • Contact the CD Helpdesk at ext. 2345 or http://helpdesk.fnal.gov

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