Computing Division Helpdesk Activity Report Rick ThiesJack Schmidt

Computing Division Helpdesk Activity Report Rick Thies/Jack Schmidt July 31, 2007

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

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

Helpdesk Services Pager schedules Software Licenses ◦ Software distribution ◦ Dongles Tier 1 Desktop triage ◦ Software Installs ◦ Troubleshooting User Accounts ◦ ◦ Creation Passwords UID/GID Client Verification/Validation

Helpdesk Support Helpdesk ◦ ◦ Rick Thies – GL Jere Bozonelos Tom Bozonelos Yolanda Valadez ◦ ◦ ◦ ◦ Development ◦ Linda Blomberg ◦ Marc Mengel* ◦ Rich Thompson Pre-reorg Helpdesk Jack Schmidt –GL Rick Thies – Asst. GL Linda Blomberg Jere Bozonelos Tom Bozonelos Brandon Minor (SS) Yolanda Valadez Development ◦ Linda Blomberg* ◦ Marc Mengel* After Reorg

Off Hours Metrics

Remedy Metrics 2007

Remedy Metrics 2007 (Category)

Remedy Metrics 2007 (Source) Remedy Tickets Created By Source January - July 2007 Walk-in 3% Phone 7% Web Client 23% E-Mail 31% API - NGOP, Open. View, etc 14% Client Tool 16% Web Form - Users 6%

Remedy Metrics 2007 (Group)

DOE Grid Certificate Approvals 2007

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 <-> FNAL Automation of tickets to CMS exists, implementing same for CDF, D 0, DES, FERMIGRID, ILC, LQCD, and SDSS

Remedy/Footprints Metrics

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

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

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

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…

Helpdesk Assessment based on Best Practices “IT Infrastructure Library (ITIL)” and involves the Service Management Processes (ITSM). ANL, LLNL and SNL presently using ITIL framework at some level

Server Hardware Replacing outdated hardware Moving to virtual machine model to reduce number of physical systems New configuration based on Remedy best practices

Off Hours Support Review Issues forced change in service (Sept 06): ◦ Tel*Assist 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)

Phone Switch Review Existing Issues ◦ Runs unsupported OS. ◦ Many features never implemented Identifying Requirements and future needs ◦ LHC @ FNAL Center interest

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, User. DB, Crypto Card Excel spreadsheet, CMS special principle, etc. ◦ Password resets

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

Software License Identify tasks for Helpdesk staff vs. License folk

Questions? Contact the CD Helpdesk at ext. 2345 or http: //helpdesk. fnal. gov