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Difference between revisions of "2019-bidding/helpdesk-system"

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* Key staff who deliver services should have foundation or basic level ITSM training and certification.
* Key staff who deliver services should have foundation or basic level ITSM training and certification.
** ITSM training and certification could include FitSM, ITIL, ISO 20000, etc.  
** ITSM training and certification could include FitSM, ITIL, ISO 20000, etc.
* Key staff and service owners should have advanced/professional training and certification covering the key processes for their services.
* Key staff and service owners should have advanced/professional training and certification covering the key processes for their services.
* Providers should have mature and well-maintained ITSM processes that are key to support the services they provide.
* Providers should have clear interfaces with the EGI SMS processes and provide the required information.
* Providers should commit to improving their management system used to support the services they provide.


== Service level targets ==
== Service level targets ==

Revision as of 13:39, 15 November 2019

Main EGI.eu operations services Support Documentation Tools Activities Performance Technology Catch-all Services Resource Allocation Security


EGI Core services menu: Services PHASE I Services PHASE II Services PHASE III Bids Payments Travel procedure Performance



Go back to the EGI Core Activities Bidding page.

(to add requirements on software licenses and fitsm training&certification)

Service name: Helpdesk service (GGUS)

Introduction

EGI provides support to users and operators through a distributed helpdesk with central coordination (GGUS). The central helpdesk provides a single interface for support. The central system is interfaced to a variety of other ticketing systems at the NGI level in order to allow a bi-directional exchange of tickets.

Technical description

The GGUS system is divided into three environments: development, test and production environment. Every environment includes three layers:

  • Presentation - web frontend to provide the entry point for the graphical user interface;
  • Logic - AR Server which executes the workflow rules and performs the main tasks. AR Server is providing the communication interface between external systems and is accompanied by the email-engine to provide the additional mail-based interface into the helpdesk system;
  • Backend - Oracle DBMS

Coordination

This activity is responsible for the coordination of the system operation and upgrade activities with those partners that are in charge of operating other systems that depend on it. Coordination with user communities, technology providers and operators is provided by dedicated Advisory Board meetings.

Operation

  • Service operations
    • Daily running of the system
    • Support Unit maintenance
    • Provisioning of a high availability configuration
    • A test infrastructure to verify interoperability and the impact of software upgrades on depending systems
  • Ticket oversight
    • This activity includes the administrative and reporting functions of the helpdesk infrastructure, e.g. collecting ticket statistics, and internal and external reporting of statistics for SLAs monitoring and other reporting duties. Ticket follow-up includes notifying supporters when the reaction to high-priority tickets is not fast enough, requesting information from ticket submitters when they do not react, and ensuring assigners/resolvers will react sufficiently fast when the submitter provides additional information.
  • Creating an Availability and Continuity Plan and implementing countermeasures to mitigate the risks defined in the related risk assessment.

Support

Support is provided via the EGI Service Desk Support Unit.

Support is available between Monday and Friday (9:00 and 17:00 CET/CEST time) - this excludes public holidays at the same time in all organizations providing the service.

Maintenance

This activity includes:

  • bug fixing, proactive maintenance, improvement of the system
  • coordination of software maintenance activities with other technology providers that provide software for the EGI Core Infrastructure or remote systems deployed by integrated and peer *infrastructures that interoperate with the central EGI components of the system.
  • Maintenance of probes to test the functionality of the service
  • requirements gathering
  • documentation

Software Compliance

  • Unless explicitly agreed, software being used and developed to provide the service should:
    • Be licensed under an open-source and permissive license (like MIT, BSD, Apache 2.0,...).
      • The license should provide unlimited access rights to the EGI community.
    • Have source code publicly available via a public source code repository (if needed a mirror can be put in place under the EGI organization in GitHub.) All releases should be appropriately tagged.
    • Adopt best practices:
      • Defining and enforcing code style guidelines.
      • Using Semantic Versioning.
      • Using Configuration Management frameworks such as Ansible.
      • Taking security aspects into consideration through at every point in time.
      • Having automated testing in place.
      • Using code reviewing.
      • Treating documentation as code.
        • Documentation should be available for developers, administrators, and end-users.

IT Service Management compliance

  • Key staff who deliver services should have foundation or basic level ITSM training and certification.
    • ITSM training and certification could include FitSM, ITIL, ISO 20000, etc.
  • Key staff and service owners should have advanced/professional training and certification covering the key processes for their services.
  • Providers should have clear interfaces with the EGI SMS processes and provide the required information.
  • Providers should commit to improving their management system used to support the services they provide.

Service level targets

Effort (EGI-related activities)

Bids planning a total effort for the EGI work of 3 Person Months/year (STC) would allow these services and activities to be addressed appropriately. The effort may be provided as part of the INFRAEOSC-07 projects.

Effort (EOSC-related activities)

Partners are encouraged to submit details of activities and proposed costing of effort for EOSC Portal related activities. This may include activities related to the development of new functionality required by EOSC communities in addition to activities delivering services to these communities.