1. Rick Thies/Jack Schmidt July 31, 2007

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

3.  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.  Pager schedules  Software Licenses ◦ Software distribution ◦ Dongles  Tier1 Desktop triage ◦ Software Installs ◦ Troubleshooting  User Accounts ◦ Creation ◦ Passwords ◦ UID/GID ◦ Client Verification/Validation

5. Pre-reorgAfter Reorg  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*

8. Remedy Metrics 2007 (Category)

11. DOE Grid Certificate Approvals 2007

12.  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

15.  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

16.  Helpdesk Assessment  Server Hardware Changes  Off Hours Support Review  Phone Switch Review  Task Automation  Software Licensing

17.  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

18.  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…

19.  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

20.  Replacing outdated hardware  Moving to virtual machine model to reduce number of physical systems  New configuration based on Remedy best practices

21.  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)

22.  Existing Issues ◦ Runs unsupported OS. ◦ Many features never implemented  Identifying Requirements and future needs ◦ LHC @ FNAL Center interest

23.  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

24.  Hardware Service ◦ Additional time used when Misjob data is not up to date ◦ Waiting on task numbers, location, serial numbers, etc. ◦ Checking system warranties

25.  Identify tasks for Helpdesk staff vs. License folk

26.  Contact the CD Helpdesk at ext. 2345 or http://helpdesk.fnal.gov