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User Support with SNOW and GGUS for IT-GT

User Support with SNOW and GGUS for IT-GT

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User Support with SNOW and GGUS for IT-GT

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  1. User Support with SNOW and GGUS for IT-GT January 2011 Maria Alandes Pradillo, CERN

  2. Changes in SNOW: Before Service Elements Grid Development Service Grid Middleware Build and Test Service Grid Certification Service Grid Middleware Release Service Grid Infrastructure Monitoring Service Functional Elements FTS Development LFC Development DPM Development GFAL Development Messaging Development Elog Operations Gstat SAM/Nagios GRIDmap GRIDview BDII Development Grid Middleware Repository Certification Testbeds and vNode ETICS Build, Integration and Test System Grid Middleware Certification Grid Middleware Release Documentation Grid Middleware Client Integration VOBOX Integration ITIL news

  3. Changes in SNOW: Now Service Elements Grid Development Service Grid Middleware Build and Test Service Grid Certification Service Grid Middleware Release Service Grid Infrastructure Monitoring Service Functional Elements FTS Development LFC Development DPM Development lcg_util Development D4Science Technical Services Messaging GStat SAM/Nagios GridMap GridView/Availabilities Information System Development gLite Release Pages and Repository EMI Testbeds ETICS Grid Middleware Certification gLite VOBOX gLite UI gLite WN EMI QA ITIL news

  4. Changes in GGUS BEFORE LFCFTS DPM lcg_util Information System/GIP/BDII gLite VOBOX gLite UI gLite WN gLite Release Pages and Repository ETICS infrastructure ETICS expertsEMI Testbeds EMI QA tools Messaging GStat -GridViewSAM/SFT NOW LFC Development FTS Development DPM Development lcg_util Development Information System Development gLite VOBOX gLite UI gLite WN gLite Release Pages and Repository ETICS -EMI Testbeds EMI QA Messaging GStat GridMap GridView/Availabilities SAM/Nagios ITIL news

  5. Grid User Support now All grid users (Including users at CERN) 1st level support Ticket Processing Management (TPM) 2nd level support Deployment Middleware Support Unit (DMSU) or IT-GT-TOM 3rd level support Experts in EMI, at CERN is IT-GT IT-GT ITIL news

  6. Grid User Support in the future All grid users (Including users at CERN) 1st level support Ticket Processing Management (TPM) 2nd level support Deployment Middleware Support Unit (DMSU) or IT-GT-TOM SNOW 3rd level support Experts in EMI, at CERN is IT-GT IT-GT SNOW ITIL news

  7. User Support in Service Now • Users will use the CERN Service Portal • If the problem is related to the grid, the action is to open a GGUS ticket. ITIL news

  8. User Support in Service Now • If the problem is related to something else, the action is to open a SNOW incident. ITIL news

  9. User Support in Service Now • Supporters will use the “back office” ITIL news

  10. Remember... • SNOW go-live 15th February. • Review the Service Catalogue Information for the Services and Functional Elements related to your work. • https://cern.service-now.com/service-portal/ • GGUS release on 26th January. • Thanks for updating the FAQs and mails of the GGUS Support Units related to your work! • https://gus.fzk.de/pages/resp_unit_info.php • Report any issues to your me or to your SL. • IT-GT will not be able to give support in SNOW until this is fully integrated with GGUS. • IT-GT Grid Users should ALWAYS use GGUS. ITIL news

  11. Useful links • CERN Service Portal: • https://cern.service-now.com/service-portal/ • - CERN Service Now (Production): • https://cern.service-now.com • CERN Service NOW (Training): • https://cerntraining.service-now.com/ • - CERN Service Management portal: • https://services.web.cern.ch/ • CERN AIS Roles • https://aisroles.cern.ch • CERN e-groups • https://e-groups.cern.ch ITIL news

  12. SNOW: Incident Management Training • Three SNOW Instances • Production: https://cern.service-now.com/ • Training: https://cerntraining.service-now.com/ • Test: https://cerntest.service-now.com • Prod and Training instances are synchronised! • The Production one is the “good” one. • The training one is the one we can use to play with the tool. ITIL news

  13. SNOW: Navigation Panel ITIL news

  14. SNOW: Lists ITIL news

  15. SNOW: Lists ITIL news

  16. SNOW: Incident Lifecycle ITIL news

  17. SNOW: Take a ticket in hand ITIL news

  18. SNOW: Working on incidents ITIL news

  19. SNOW: Labels to organise work ITIL news

  20. SNOW: Staying informed ITIL news