Computing Division Helpdesk Activity Report
Rick Thies/Jack Schmidt
July 31, 2007
Agenda
Services
Support
Gratuitous Remedy Metrics
OSG Update
Recent Projects
New Projects
Helpdesk Services
24 x 7 User support
Cryptocards
DOE Grid Certificate services
Email
Quota
Forwards
Passwords
Hardware service
Triage service requests with internal/external vendors
Create, track vendor service request
Helpdesk Services
Pager schedules
Software Licenses
Software distribution
Dongles
Tier1 Desktop triage
Software Installs
Troubleshooting
User Accounts
Creation
Passwords
UID/GID
Client Verification/Validation
Helpdesk Support
Pre-reorg
Helpdesk
Rick Thies -GL
Jere Bozonelos
Tom Bozonelos
Yolanda Valadez
Development
Linda Blomberg
Marc Mengel*
Rich Thompson
After Reorg
Helpdesk
Jack Schmidt -GL
Rick Thies -Asst. GL
Linda Blomberg
Jere Bozonelos
Tom Bozonelos
Brandon Minor (SS)
Yolanda Valadez
Development
Linda Blomberg*
Marc Mengel*
Off Hours Metrics
Remedy Metrics 2007
Remedy Metrics 2007 (Category)
Remedy Metrics 2007 (Source)
Remedy Metrics 2007 (Group)
DOE Grid Certificate Approvals 2007
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
Remedy/Footprints Metrics
Recent Projects
Re-org
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
New Projects
Helpdesk Assessment
Server Hardware Changes
Off Hours Support Review
Phone Switch Review
Task Automation
Software Licensing
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
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
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
Server Hardware
Replacing outdated hardware
Moving to virtual machine model to reduce number of physical systems
New configuration based on Remedy best practices
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)
Phone Switch Review
Existing Issues
Runs unsupported OS.
Many features never implemented
Identifying Requirements and future needs
LHC @ FNAL Center interest
Task Automation
Remedy
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
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
Software License
Identify tasks for Helpdesk staff vs. License folk
Questions?
Contact the CD Helpdesk at ext. 2345 or helpdesk.fnal.gov