Computing Division Helpdesk Activity Report

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Computing DivisionHelpdesk Activity Report

• Rick Thies/Jack Schmidt
• July 31, 2007

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Agenda

• Services
• Support
• Gratuitous Remedy Metrics
• OSG Update
• Recent Projects
• New Projects

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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

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Helpdesk Services

• Pager schedules
• Software Licenses
• Software distribution
• Dongles
• Tier1 Desktop triage
• Software Installs
• Troubleshooting
• User Accounts
• Creation
• Passwords
• UID/GID
• Client Verification/Validation

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Helpdesk Support

• Helpdesk
• Rick Thies GL
• Jere Bozonelos
• Tom Bozonelos
• Yolanda Valadez
• Development
• Linda Blomberg
• Marc Mengel
• Rich Thompson

• Helpdesk
• Jack Schmidt GL
• Rick Thies Asst. GL
• Linda Blomberg
• Jere Bozonelos
• Tom Bozonelos
• Brandon Minor (SS)
• Yolanda Valadez
• Development
• Linda Blomberg
• Marc Mengel

• Pre-reorg

• After Reorg

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Off Hours Metrics
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Remedy Metrics 2007
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Remedy Metrics 2007 (Category)
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Remedy Metrics 2007 (Source)
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Remedy Metrics 2007 (Group)
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DOE Grid Certificate Approvals 2007
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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 lt-gt FNAL
• Automation of tickets to CMS exists, implementing
  same for CDF,D0, DES, FERMIGRID, ILC, LQCD, and
  SDSS

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Remedy/Footprints Metrics
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(No Transcript)
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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

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New Projects

• Helpdesk Assessment
• Server Hardware Changes
• Off Hours Support Review
• Phone Switch Review
• Task Automation
• Software Licensing

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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

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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

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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

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Server Hardware

• Replacing outdated hardware
• Moving to virtual machine model to reduce number
  of physical systems
• New configuration based on Remedy best practices

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Off Hours Support Review

• Issues forced change in service (Sept 06)
• TelAssist 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)

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Phone Switch Review

• Existing Issues
• Runs unsupported OS.
• Many features never implemented
• Identifying Requirements and future needs
• LHC _at_ FNAL Center interest

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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

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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

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Software License

• Identify tasks for Helpdesk staff vs. License folk

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Questions?

• Contact the CD Helpdesk at ext. 2345 or
  http//helpdesk.fnal.gov