Infrastructure Support SA2 Infrastructure Support ETICS2 Periodic Review Valerio Venturi INFN Brussels, 3 April 2009

Contents Goals Major Achievements Metrics and Statistics Challenges and Issues Future Plans Conclusions SA2 - Infrastructure Support Brussels, 3 April 2009

Goals SA2 - Infrastructure Support Brussels, 3 April 2009 3 3

Goals From the project Technical Annex Define and implement support tracking procedures, organizing support shifts and defining escalation procedures to technical experts within the project Provide first level support Track Frequently Asked Questions (FAQ) creating a searchable knowledge base of questions and answers available online Analyse of the behaviour of the ETICS services 'on the field' with real users SA2 - Infrastructure Support Brussels, 3 April 2009

Goals Collect, understand, and prioritize user requirements according to their relevance and importance Analyse new applications in existing and new infrastructures, and assist users in the migration of their build, test and validation procedure to ETICS Analyse and implement the integration of the ETICS services with existing infrastructure services, such as job management services SA2 - Infrastructure Support Brussels, 3 April 2009

Major Achievements 6 SA2 - Infrastructure Support Brussels, 3 April 2009 6 6

Established Support Procedures Support procedures fully operative since PM3, implementing incident and problem management of ITIL v2 Described in DSA2.1 Using a well established ticketing system, the Global Grid User Support (GGUS) First level support provided by SA2, with all partners in the activity providing weekly support shifts with backup Escalation procedures to domain experts in the project SA2 - Infrastructure Support Brussels, 3 April 2009

Support Portal Support portal fully operative since PM4 Online searchable FAQ Documentation now online Used to be distributed as a doc file, difficult to search Main maintainer in SA1 with proof reader in SA2 Narrative tutorials on specific task Integrating an autotools project Integrating an Ant project SA2 - Infrastructure Support Brussels, 3 April 2009

New applications supported UNICORE One of the European Grid middleware efforts Requirements collected at PM6 UNICORE uses Maven, served as a proof of concept for use of ETICS with Maven Porting completed at PM9 SA2 - Infrastructure Support Brussels, 3 April 2009

New applications supported Storage Resource Manager StoRM Storage management software implementing the SRM specification Required libraries that cannot be installed outside the development machines for license reason Installed a local worker node and attached it to the ETICS System (example of use of private resources) Porting completed at PM10 SA2 - Infrastructure Support Brussels, 3 April 2009

New applications supported ARC (Advanced Resources Connector) The Nordugrid project middleware Contacts were established in the context of the Unified Middleware Distribution activity ETICS being proposed as the UMD software engineering platform Initial porting of ARC to ETICS were done in a meeting with the ARC integration team in Budapest at PM12 Joint Interoperabilty Test Demo at OGF 25 SA2 - Infrastructure Support Brussels, 3 April 2009

New applications supported Aerospace Applications ETICS was presented at VEGA to two potential customers in the aerospace community and received good comments and a detailed list of requirements Requirements need to be satisfied before the system is accepted Mostly related to privacy and secure control of the system Requirements went in SA1 planning for the second year Services currently deployed on site at VEGA to overcome the privacy issues SA2 - Infrastructure Support Brussels, 3 April 2009

Job management system integration The current architecture has been redesigned to allow for supporting more submission engines The job management functionality has been moved to a separate service Described in DSA2.3 Prototype for submitters using Metronome, gLite, and UNICORE Described in DSA2.4 Tested integration in the main services Full submission, status, registration of packages cycle tested with ETICS builds landing on EGEE worker nodes SA2 - Infrastructure Support Brussels, 3 April 2009

Job management system integration Integration roadmap agreed with EGEE A Virtual Organization (VO) for ETICS has been approved by EGEE GOC Negotiating resources For testing purpose the ETICS VO was enabled on the INFN CNAF T1 site SEED resources obtained from EGEE NA4 Cover the needs for the development period Negotiating more permanent resources Owned resources INFN CNAF and CERN SA2 - Infrastructure Support Brussels, 3 April 2009

Metrics and Statistics SA2 - Infrastructure Support Brussels, 3 April 2009 15 15

Metrics and Statistics Deliverables DSA2.1 (User Support Procedures) RELEASED DSA2.2 (New Infrastructures Evaluation Plan) DSA2.3 (Infrastructure Services Integration – Analysis) DSA2.4 (Infrastructure Services Integration – Implementation (Part 1)) SA2 - Infrastructure Support Brussels, 3 April 2009

Metrics and Statistics Milestones MSA2.1 - First new infrastructure applications built and tested with ETICS OK MSA2.2 - ETICS has integrated support for new identified services Postponed to M15 SA2 - Infrastructure Support Brussels, 3 April 2009

Metrics and Statistics Year one quality metrics 1/2 Average time a ticket is assigned to first-level support 11h (12h) Ratio of tickets sorted out at first-level support 55% (60%) Amount of discussion on mailing lists, forums > 1000 (800) Number of new applications supported 2 (1) Ratio of requirements implemented over those collected 10% (30%) SA2 - Infrastructure Support Brussels, 3 April 2009

Challenges SA2 - Infrastructure Support Brussels, 3 April 2009 19

Challenges and Issues Staffing issues Initial recruiting problems Only one member in the activity had previous knowledge of the system Great effort form the unfunded personnel Basically run the activity for the first two months Additional personnel recruited for year 2 to compensate the delay SA2 - Infrastructure Support Brussels, 3 April 2009

Challenges and Issues Giving support to ETICS users is hard Not many tickets, but normally very hard to deal with Smart users, developers and system integrators summing plenty of years in software engineering Most of the people in SA2 'young' to software engineering Needed knowledge of plenty of different tools in the software engineering field But the quality metrics are inline with what expected Represents a good opportunity to disseminate important knowledge across the project and the partners SA2 - Infrastructure Support Brussels, 3 April 2009

Conclusions SA2 - Infrastructure Support Brussels, 3 April 2009 22

Conclusions Support fully operative Procedure established Support portal published New applications ported, and others in the plan Requirements collected and gone into the development plan for Y2 Integration of job submission engines on track ETICS deployment in the European grid infrastructures to start soon SA2 - Infrastructure Support Brussels, 3 April 2009

Further comments/requests to valerio.venturi@cnaf.infn.it Thanks/Q&A http://www.eticsproject.eu Further comments/requests to valerio.venturi@cnaf.infn.it SA2 - Infrastructure Support Brussels, 3 April 2009