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Support Model Analysis and Implementation Strategies

Explore the pros and cons of centralized, distributed, and replicated support models to enhance efficiency. Identify staffing needs, coordination requirements, and liaison with other groups.

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Support Model Analysis and Implementation Strategies

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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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