1. EGEE-II INFSO-RI-031688 Enabling Grids for E-sciencE www.eu-egee.org EGEE and gLite are registered trademarks The EGEE User Support Infrastructure Alistair Mills, CERN SA1, EGEE-2 alistair.mills@cern.ch

2. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 2 Outline of talk A discussion of needs in people and in VOs A summary of the work flow in GGUS A summary of where we are today Some ideas for the development of the VO Mgrs Group Discussion

3. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 3 Maslow’s hierarchy of needs People's needs are hierarchical: Basicfood/ shelter/ exercise/ light/ air/ organic Securitystrong in children, less so in adults Sociallove, acceptance Egoself respect, respect of others Fulfilmentspiritual, realisation, purpose, ambition, hopes You have to have your needs met at one level before you can get to the next!

4. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 4 VO’s hierarchy of needs VO’s needs are hierarchical: Basiccomputers, services, registration, support Securitypersistent reliable operations, secure data Socialparticipation, love, acceptance Egorespect of others, respect for others, self respect Fulfilmentpublishing papers, doing something useful GGUS is addressing only the first two of these levels of need

5. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 5 RC A RC B RC C RC A RC B RC C The EGEE support infrastructure ROC C ROC B ROC N RC A RC B RC C TPM VO TPM C VO TPM B VO TPM A GGUS Central System Middleware support Middleware support Middleware support Deployment support Middleware support Deployment support VO Support C VO Support B VO Support A Middleware support Middleware support Middleware support ROC C ROC B ROC N Network Support Other Grids COD CIC Portal

6. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 6 Central Application (GGUS) Global Support Units Support workflow

7. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 7 Support workflow Central Application (GGUS) Automatic Ticket Creation Local Helpdesk Local Problem? RC Global Support Units

8. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 8 TPM + VO TPM VO Support Units ROC Support Units Services Support Units First Line Support Middleware Support Units Deployment Support Units Network Support Software Support Units Other Grid Infrastructures External Support Units Support workflow

9. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 9 Summary VO support workshop 6-7 December at CERN We provide training at the beginning of each month GGUS/ SA1 provide support for infrastructure problems VOs provide support for VO problems GGUS is provided by a very small team with a big job We can provide ticket routing to and from a VO easily We have a portal release every month VO supporters can interact with GGUS via portal or e-mail End users can interact with GGUS via portal or e-mail Have you done your VO card? Have you done your VO FAQ?

10. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Torsten Antoni EGEE-II Conference 2006 25-29 September 2006 10 Ideas for the VO managers’ group  Mailing list  Bulletin Board  Web site ? http://cern.ch/egee-vo-managershttp://cern.ch/egee-vo-managers  FAQs for each of the VOs  VO cards in the CIC portal  A guide for VO managers