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

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

3. Goals
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4. 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

5. 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

6. Major Achievements 6 SA2 - Infrastructure Support
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7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. Metrics and Statistics
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16. 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

17. 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

18. 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

19. Challenges
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20. 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

21. 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

22. Conclusions
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23. 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

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