EGEE-III INFSO-RI-222667

Enabling Grids for E-sciencE

www.eu-egee.org

EGEE and gLite are registered trademarks

R-COD Regional Model Readiness in ItalyItalian Regional Operations Centre

Bologna, COD 19, March 30 2009

EGEE-III INFSO-RI-222667

Enabling Grids for E-sciencE

www.eu-egee.org

EGEE and gLite are registered trademarks

Current status

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EGEE-III INFSO-RI-222667

Current structure

• Central Management Team (CMT) shifts since 4 year ago – about 20 supporters, daily shift from Monday to Friday, 2 people

per shift, a report is compiled at the end of the shift– Grid supervision, ticket followup until resolution– Site certification – Chasing site managers and experts for quick problem resolution

• Duplication of tickets (COD tickets and CMT tickets)

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ITROC Regional Helpdesk

• Interfaced to GGUS in a bidirectional way• One support group for each site• generic support groups (release, grid-services, accounting, users…)• Registration needed - username/password or certificate

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Chat room for supporters

• There is available an IRC channel for supporters communication during their shift

• …sometimes site-admins join in to seek fast help!• To access via web:

– http://grid-it.cnaf.infn.it/index.php?id=701&type=1

• or by means of an IRC client:– IRC Server:    salento.cnaf.infn.it– IRC Port:       6667– IRC Channel: #CMT

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…coming soon…

• no knowledge base currently, but we may have one, co-located with the ticketing system, linked to GGUS

• We are creating a new mailing list for R-COD• Our partecipation to C-COD will be postponed as

decideded during the last COD phone meeting• Number of Italian sites expected to increase (39

“certified” sites at the moment)

EGEE-III INFSO-RI-222667

Enabling Grids for E-sciencE

www.eu-egee.org

EGEE and gLite are registered trademarks

Future model

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EGEE-III INFSO-RI-222667

Comments

• 1st line and ROD: a single unit of people• Supporters distinguished into two groups:

– IT ROC 1st line 2 people on shift No relationship with C-COD, this is a responsibility of 2nd line Opens tickets Relies on 2nd line support for complex tickets

– IT ROC 2nd line smaller team of experts (about 3 FTE, including INFN Grid

release team) Works on tickets opened by 1st line 1 person on shift IT ROC C-COD representative and interface to C-COD Responsible of suspension in the region

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IT ROC Model

C-COD

Site Site Site Site Site Site Site Site

Support Team =

(1st line + ROD)

1st lineGeneral support

2nd lineSpecialized Support and Italian C-COD

GGUS

Generic tickets +

Dashboard tickets

Ticket ownership

Regional ticketing system

Dashboard

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Comments: 1st line

• The 1st Line Support team is primarily expected to monitor and act on young (less than 24 hours old) SAM alarms no distinction between ROD and 1st line

• They should also provide technical assistance to sites directly. 1st Line Support members should be technically skilled in understanding and solving OPS problems two groups of people with different level of expertise (1st line and 2nd line uspport)

• Assist sites with incidents/alarms in general; respond to requests from sites for assistance ok but ownership of complex tickets passed on to 2nd line team

• Modify any GGUS ticket body up to the solved by site status. ROD will close the ticket accordingly 1st line and 2nd line operate on a different set of tickets, each team is responsible of following their tickets upon resolution and of closing them

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Comments: ticket handling

• Tickets are generated for a site by ROD, but 1st Line Support can update tickets through the GGUS https://gus.fzk.de/pages/home.php interface. They can also communicate with the site about the ticket through this system.

• Tickets are closed by ROD when they have been modified to the "solved by site" status. 1st Line Support is not allowed to close tickets.

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Comments: ROD

• An ROD team is provided by each ROC. It is responsible for handling operational tickets for sites in their respective region. It is proposed that ROD has authority over 1st Line Support duties, which means that if some duties are not covered by 1st Line Support then they shall be done by ROD. This is reflected in ROD duties marked as Mandatory with a “if not handled by 1st Line Support” in the table in the following sections. not applicable in our case