Service Level Target - ROD performance index

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Regional Operators (ROD)

The ROD performance index (formerly known as ROD OLA metric) was introcuded to track the level of Grid Oversight service delivered by Operations Centres according to Resource Provider OLA.

The index was accepted during Technical Forum 2011 in Lyon and is available on EGI Operations Portal.

Definition

ROD performance index is the sum of:

• No. of ticket expired^* in the operations dashboard daily
• No. alarms older than 72h appearingin operations dashboard daily

A ticket in counted as expired in the Operations Portal dashboard if the "Expiration date" is set at a time in the past. The "Expiration date" field is set according to escalation procedure, but can be freely changed by ROD. It refers to the date when the status of issue should be checked next time.

The ROD performance index is calculated monthly from the data gathered by EGI Operations Portal. It does not take into account weekends.

Threshold

The maximum value of the index must be 10. Above this value ROD teams has to provide explanation and provide a plan of improvement of the oversight service.

Performance reports

Service Level: ROD Performance Index ticket/Report	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
2011	-	-	-	-	-	-	-	-	-	76116 10/11	77235 11/11	78078 12/11
2012	78078 01/12	79006 02/12	80841/ 03/12	81998/ 04/12	82926/ 05/12	84168/ 06/12	85127/ 07/12	86007/ 08/12	87015/ 09/12	88157/ 10/12	89486/ 11/12	90414/ 12/12
2013	91488/ 01/13	92270/ 02/13	93380/ 03/13	93919/ 04/13	94671/ 05/13	95631	96647	97205	98100	99009	99849	100242
2014	101211	101957

Recalculation procedure in case of intervention on the NGI SAM or the operations dashboard

Prerequisite:

1. In case of problems with synchronization between regional operations dashboard the Resource infrastructure Provider should create a GGUS ticket to Operations Portal team.
2. In case of problems with the regional SAM, Resource infrastructure Provider should create a GGUS ticket to SAM team.
3. In case of work carried out on regional SAM or operations dashboard the Resource infrastructure Provider should declare downtime in GOC DB.

Procedure steps:

1. When an Operations Centre get a ticket from COD about ROD performance, the Operations Centre should provide GGUS ticket or a link to SAM or the oeprations dashboard downtime page in GOC DB.
   • If ROD performance index is below 10 items, NGI can create a GGUS ticket to COD asking for recalculation
2. Based on GGUS trouble tickets referenced in prerequisites, or on the GGUS ticket opened by the Operations Centre to MyEGI requesting for A/R recualculation, or GOC DB service downtime entry, COD, knowing when the problem occurred,
   can remove the metrics items for given days from final report pdf.

Future plans

In the future the metric will also include no. alarms closed in NON-OK status without explanation. This will need some implementation effort.

Issues to be implemented:

• Taking into account holidays periods in alarms ageing
• Automatic check if site/node is in downtime while alarm is closing
• Automatic check if node is not in production while alarm is closing
• In case of SCHEDULED interventions, the monthly metrics calculation should automatically take the scheduled downtime into account. At the time the metrics are computed, the application which does such calculation should access the GOC PI to determine which regional nagios machines were in downtime, and include that restriction in the calculation.