1. Support Operation Challenge – 1 SOC-1 Alistair Mills Torsten Antoni
ARM-4,
Bologna
25 May 2005
Support Operation Challenge – 1 SOC Alistair Mills Torsten Antoni
EGEE is a project funded by the European Union under contract IST

2. Outline Background information on support system
Current priorities for ESC
Reasons for SOC-1
Parts of SOC-1
Test schedules for SOC-1
Time line for SOC-1
Documents associated with SOC-1
Discussion
ARM-4 – Bologna, May 25,

3. EGEE User Support: infrastructure
The ROCs and VOs and the other project wide groups such as the Core Infrastructure Center (CIC), middleware groups (JRA), network groups (NA), service groups (SA) will be connected via a central integration platform provided by GGUS, but not all in 2005.
This central helpdesk keeps track of all service requests and assigns them to the appropriate support groups. In this way, formal communication between all support groups is possible. To enable this, each group has to build only one interface between its internal support structure and the central GGUS application.
ARM-4 – Bologna, May 25,

4. Priorities for ESC Support Operation Challenge in June-July
Document the responsible units
Document the SOC-1 tests
Train the support units to respond in a timely manner
Train GGUS to direct tickets accurately
Integration of ROCs
Integration of VOs
Get a system which is reliable, working by July 2005
ARM-4 – Bologna, May 25,

5. Reasons for SOC-1 The end point of the work of ESC-1
Build confidence in GGUS
Document the responsible units (RUs)
Train people in GGUS in directing tickets
Train people in the RUs to deal with tickets
Document the current status of GGUS operations
Plan for 2H 2005
ARM-4 – Bologna, May 25,

6. Responsible Units GGUS directs tickets to responsible units:
Responsible units are defined for:
Each ROC (11 of them including CERN)
The CIC
Each VO (14 of them)
GGUS itself
Support units (15 of them, eg gd, installation, gridice, pps, enoc etc)
GGUS collects responses and directs them to the user
We need to improve the definition of the responsible units and help them to deal with tickets in time – this is what SOC-1 is for!
ARM-4 – Bologna, May 25,

7. Parts of SOC-1
1 Verify the linkages with tickets which are content free
2 Train GGUS to direct tickets accurately
3 Train responsible units to deal with tickets
4 Verify the service with tickets containing content
ARM-4 – Bologna, May 25,

8. Test Schedules Sched What Responsible Person # of tickets
ROC to ROC Alistair Mills 121
1 Person/ROC
ROC to CIC Helene Cordier 11
CIC to ROC Helene Cordier 11
GGUS to VO Torsten Antoni 14
VO to CIC Helene Cordier 14
OMC to SU Alistair Mills 17
There may be additional schedules for SOC-2
The schedules may become routine repeatable tests
ARM-4 – Bologna, May 25,

9. Timeline for SOC-1 EGEE W/b Work 23/05 Meeting in Bologna
30/05 Document SOC-1; agree the FAQ with each ROC
06/06 Schedule -1 with no content
13/05 Schedule -1 with no content
20/06 Document the FAQs for other RUs
27/06 Train GGUS to direct tickets; Schedules -2, -3, -4, -5, -6
04/07 Train RUs to deal with tickets with content
11/07 Repeat schedules -1 to - 6 with content
18/07 Conclude SOC-1 and ESC-1 and write report
25/07 Vacation
ARM-4 – Bologna, May 25,

10. Documents There is a need for a large number of documents:
Item Number Pages Total
FAQ for each responsible units
SOC planning document 15
Detailed plan for implementation of SOC
Report on SOC
Total ~250
These documents are held in EGEE-DOCS at:
There are initial drafts of all of the documents available now, but they are largely content free
The SOC planning document is almost complete
The detailed plan for SOC-1 has yet to be drafted
ARM-4 – Bologna, May 25,

11. FAQ – what are these? The FAQ is a simple document which contains:
Essential information for both GGUS and the RU about their business
In time it may become a Service Level Agreement
It is presented in the form of a series of questions and answers (FAQ)
It will be agreed between GGUS and the RU and kept up to date and relevant
It is intended to reduce misunderstanding
It should be easy to use and to understand
We need a lot of these to make GGUS work
It will be written by Alistair and Torsten and then discussed with each RU
The one describing SoD has been written
ARM-4 – Bologna, May 25,

12. Documents 1000-3900 1000 Document index
1100 Tutorial on GGUS-HelpDesk System
1200 Workflows in GGUS
1300 Short guide for support staff
1400
1500 Site Functional Tests
1600 Support Operation Challenge Phase 1 (SOC-1)
1700 FAQ for SoD
1800 FAQ for TEMPLATE
1900 Guidelines for documents
2000 FAQ for ROC
2100 FAQ for CERN
2200 FAQ for ROC-UK
2300 FAQ for ROC-IT
2400 FAQ for ROC-CE
2500 FAQ for ROC-SW
2600 FAQ for ROC-SE
2700 FAQ for ROC-NE
2800 FAQ for ROC-RU
2900 FAQ for ROC-DCH
3000 FAQ for ROC-FR
3100 FAQ for ROC-TW
3900 FAQ for CIC
ARM-4 – Bologna, May 25,

13. Documents 4000-8900 4000 FAQ for VO 4100 FAQ for alice
4200 FAQ for atlas
4300 FAQ for babar
4400 FAQ for biomed
4500 FAQ for cdf
4600 FAQ for cms
4700 FAQ for compass
4800 FAQ for d0
4900 FAQ for lhcb
6100 FAQ for egeode
6200 FAQ for magics
6300 FAQ for esr
6400 FAQ for compchem
6500 FAQ for planck
7000 FAQ for SU
7100 FAQ for security
7200 FAQ for installation
7300 FAQ for vomanagement
7400 FAQ for preproduction
7500 FAQ for castor
7600 FAQ for enoc
7700 FAQ for gridice
7800 FAQ for infosystem
7900 FAQ for wms
8000 FAQ for dm
8100 FAQ for dcache
8200 FAQ for rgma
8300 FAQ for glue
8400 FAQ for ggus
8500 FAQ for omc
8600 FAQ for sod
8700 FAQ for deployment
ARM-4 – Bologna, May 25,

14. And ….
ARM-4 – Bologna, May 25,

15. Feedback
ARM-4 – Bologna, May 25,