Silk support '''

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Silk support ...

• Robert Janz
• Director Computing Centre
• University of Groningen
• The Netherlands

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Mature IT organisation
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Service issues

• Helpdesk
• Monitoring
• Communication
• Training

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Helpdesk issues

• DESY Silk NOC 724 Helpdesk
• problem reporting
• maintenance support
• only for NREN technical staff
• contact EurasiaSat
• management reporting

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Monitoring

• Current status of infrastructure
• Statistics of use
• Ticket tracking

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Communication

• Webpages
• document store
• status overview
• Distribution lists
• Silk taskforce list
• Silk board list
• Working group lists
• Interactive
• IP telephony
• Video conferencing

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Training

• NATO workshops
• OSI support NRENs
• CISCO Academy
• on site training
• distance education

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Local issues

• Centralized control at DESY
• satellite dish and equipment
• switch and router
• content engine
• Technical staff capable and available
• Enforcement of AUP
• Ticket tracking