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3 Topics

3 Topics. Support model each ROC 24 ×7? Change possible? Europe only: how many people work at nights/weekends Problem tracking tool & knowledge database centralized vs. distributed language software Support vs. operations staff different sets of people

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3 Topics

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  1. 3 Topics • Support model • each ROC 24×7? Change possible? • Europe only: how many people work at nights/weekends • Problem tracking tool & knowledge database • centralized vs. distributed • language • software • Support vs. operations staff • different sets of people • operations also 24×7? On call? At every RC? Milano, May 10, 2004 - 1

  2. Model 1: “Replicated” • All ROCs will setup a 24×7 helpdesk • Excellent user integration and no language problems • Large number of staff needed (at least 8 in each center, plus operations staff) • Large amount of coordination among ROCs • Every ROC has to have liaison with other support groups Milano, May 10, 2004 - 2

  3. Model 2: “Centralized” • 1 ROC provides 24×7 Support (GGUS) • also: 3 ROCs in different time zones • Only GGUS staff needed (about 15FTE - 5 per shift) • Single liaison with other support groups • Language problems • Centralized problem tracking tool Milano, May 10, 2004 - 3

  4. Model 3: “Distributed” • All ROCs set up daytime helpdesk on working days (≥8×5) • Night and weekend pooled at 1-2 ROCs • Good user integration, some language problems • Large number of staff needed (≥2 per ROC) plus night and weekend (~20 FTE) • Large amount of coordination among ROCs • Many liaisons with other support groups Milano, May 10, 2004 - 4

  5. To Do • Identify people responsible for support at each ROC • Decide on support model • Establish problem tracking system • collect requirements • centralized? distributed? • Collect requirements for operational tools • Define procedures/workflows for problem resolution • identify people responsible for VOs, MW, (RCs, CICs) Milano, May 10, 2004 - 5

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