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R-COD Regional Model Readiness in Italy

R-COD Regional Model Readiness in Italy. Italian Regional Operations Centre Bologna, COD 19, March 30 2009. Current status. Current structure. Central Management Team (CMT) shifts since 4 year ago

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R-COD Regional Model Readiness in Italy

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  1. R-COD Regional Model Readiness in Italy Italian Regional Operations Centre Bologna, COD 19, March 30 2009

  2. Current status

  3. 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) To change: View -> Header and Footer

  4. 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 To change: View -> Header and Footer

  5. 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 To change: View -> Header and Footer

  6. …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) To change: View -> Header and Footer

  7. Future model

  8. 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 To change: View -> Header and Footer

  9. IT ROC Model C-COD GGUS Regional ticketing system 2nd line Specialized Support and Italian C-COD Generic tickets + Dashboard tickets 1st line General support Support Team = (1st line + ROD) Ticket ownership Dashboard Site Site Site Site Site Site Site Site To change: View -> Header and Footer

  10. 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 To change: View -> Header and Footer

  11. 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. To change: View -> Header and Footer

  12. 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 To change: View -> Header and Footer

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