1. Computing Division Helpdesk 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
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 Development Helpdesk Development Pre-reorg
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
Update Stats 11

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
Update MOU information

13. Remedy/Footprints Metrics

15. Recent Projects Re-org FCIRT Ticket Rollover Time change
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
Need help with service responsibilities

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

17. 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

18. 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…

19. 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

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 Server Hardware Replacing outdated hardware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

21. 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)

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

23. Task Automation Remedy Accounts 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. 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

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

26. Questions?
Contact the CD Helpdesk at ext or