1. www.egi.eu EGI-InSPIRE RI-261323 EGI-InSPIRE www.egi.eu EGI-InSPIRE RI-261323 Supporting Distributed Computing Infrastructures Torsten Antoni, KIT torsten.antoni@kit.edu

2. www.egi.eu EGI-InSPIRE RI-261323 User support is… Application integration and support User education Simple access to a broad range of information Day-to-day support for the users of grid data, compute, networking and VO-specific services T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 2

3. www.egi.eu EGI-InSPIRE RI-261323 Areas of user support GGUS First Line Support MW Support Operations Support Community Applications Support Second & Third Level Support T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 3

4. www.egi.eu EGI-InSPIRE RI-261323 Support for… T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 4

5. www.egi.eu EGI-InSPIRE RI-261323 Structure of EGI T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 5

6. www.egi.eu EGI-InSPIRE RI-261323 NGIs in EGI T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 6

7. www.egi.eu EGI-InSPIRE RI-261323 Distributed support with central coordination T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 7

8. www.egi.eu EGI-InSPIRE RI-261323 EGI support infrastructure T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 8

9. www.egi.eu EGI-InSPIRE RI-261323 Communities and applications T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 9

10. www.egi.eu EGI-InSPIRE RI-261323 Operations T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 10

11. www.egi.eu EGI-InSPIRE RI-261323 Technology support T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 11

12. www.egi.eu EGI-InSPIRE RI-261323 Technology workflows DMSU EGI-SA2 Technology Provider (EMI / IGE) TPM GGUS RT Technology Helpdesk announce accept/reject Workflow for bugs found in production Software release workflow T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 12

13. www.egi.eu EGI-InSPIRE RI-261323 Detailed bug workflow T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 13

14. www.egi.eu EGI-InSPIRE RI-261323 Seamless support across multiple projects and infrastructures T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 14

15. www.egi.eu EGI-InSPIRE RI-261323 Central helpdesk helpdesk.egi.eu T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 15

16. www.egi.eu EGI-InSPIRE RI-261323 Helpdesk tools in EGI www.ggus.eu xgus.ggus.eu GGUS - the tool behind the central EGI helpdesk xGUS – a helpdesk template for NGIs and user communities T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 16

17. www.egi.eu EGI-InSPIRE RI-261323 xGUS example helpdesk.ngi-de.eu T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 17

18. www.egi.eu EGI-InSPIRE RI-261323 Commercial break xgus.ggus.eu xGUS Live Demo during the Welcome Reception at Booth 13 xGUS – a helpdesk template for NGIs and user communities T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 18

19. www.egi.eu EGI-InSPIRE RI-261323 Another xGUS example T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 19 support.africa-grid.org

20. www.egi.eu EGI-InSPIRE RI-261323 Federated DCIs T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 20

21. www.egi.eu EGI-InSPIRE RI-261323 Federated DCIs - today T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 21

22. www.egi.eu EGI-InSPIRE RI-261323 T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 22

23. www.egi.eu EGI-InSPIRE RI-261323 Federated DCIs - future T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 23

24. www.egi.eu EGI-InSPIRE RI-261323 T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 24

25. www.egi.eu EGI-InSPIRE RI-261323 Conclusions T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 25

26. www.egi.eu EGI-InSPIRE RI-261323 Conclusions Integration! Federation! Collaboration! – The user does care about projects, infrastructures, technology providers, … Do not re-invent the wheel! – Evaluate what‘s already there Agree on standards! – Standard ticket layout – Standard ticket exchange interface Keep it simple! – Submitting a ticket should not require reading a 100 page documentation Think user-centric! – Understand how the user communities work – Hide complexity from the users where possible T. Antoni | Supporting DCIs EGI UF'11 | Vilnius | 11-04-11 26