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TIPS & EXPERT ADVICE ON ESSAYS, PAPERS & COLLEGE APPLICATIONS

4.5  
Request Tracker

 

RT
9 is the leading enterprise-grade open source issue tracking system. The home
page is shown in Figure 4. It is installed 10 and configured on Linux
platform for bug tracking, help desk ticketing, customer service and workflow
processes. Every reported issue is identified as a ‘Ticket’. Tickets are
classified as minor, major and regular. The criteria for classification depend
on the type of incident reported such as unscheduled jobs, service failure,
issues with login service, Indian Grid Certification Authority query, a
document request is an example of a minor ticket. The ticket related to account
creation, job submission, software installation etc is a major ticket. Tickets
related to installation, configuration, mounting etc at a remote site are
classified as regular tickets. To speed up the user support various queues are
created at portal is shown in Figure 5.

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                                     Figure 4: Help
desk home page

     

Figure 5: Queue configuration at
help desk portal

 

 

5      
ISO and Impact

ISO
9001:2015 standards set out the criteria for a quality management system. C-DAC
11 is adhering to ISO standards. This standard is based on a number of
quality management principles including a strong customer focus, the motivation
and implication of top management, the process approach and continual
improvement.

 

Using
ISO 9001:2015 helped us to ensure that customers get consistent, good quality
products and services, which in turn brought many business benefits. It was
initially analysed how GHD activities fits into ISO process. We understood that
ISO processes are flexible to handle the aspects of GHD. Every quarter internal
audits are performed to check how GHD quality management system is working.
Annually external independent certification body is invited to verify
conformity to the standard. ISO process has improved user satisfaction,
competence, and efficiency.

 

6       Results

 

The
key feature of GHD is single web interface and single email address. It is physically
centralized virtually decentralize operations. GHD support structure has helped
in extending swift user support, reduced duplication of effort so that reduced
work load on support team members. Adhering to ISO guidelines helped to resolve
issue at earliest with quality. All the expertize used to resolve the issue
through tickets are recoded and preserved for future reference. It also ensured
that each issue was resolved to the user’s satisfaction, and provided a more
seamless user experience. This was done by collecting online fed back when
every ticket was RESOLVED.  Lot of
acknowledgement received by user community. Researchers and scientists have
acknowledged the Grid operation team in their conference papers 12. GARUDA
operation team has made various publications and presentation in national &
international conferences.

 

7       Challenges  at GHD

The
key challenges are Remote ssh access, sudden cluster down time,  faster user support,  effective user support, provisioning of large
home areas, lack of cooperation from remote system administrators, improving
ticket handling time, routing the tickets to right affiliate,  tracking the progress of ticket,  tracking the ticket status, so on.

 

 

 

 

 

 

 

 

 

 

 

8       Lessons learned

We
would like to present five key lessons learnt are first, design and deployment
of tools and automatic scripts. This  is
to simplify help desk team effort in maintaining remote cluster health. Second,
building and maintaining trouble shooting guide. All issues reported and the
methodology used in solving  to be
documented, preserved and made available for reference. Third, planned down
time should be consciously scheduled. Fourth is using social media to share and
discuss issues being faced and resolved . Finally, we have found that proper
monitoring methodology, highly transparent and interactive work culture and
adhering to quality standards gives good results in providing high grid
availability hence the effective user support. isgc paper.

 

9      
Conclusion

 

In
this paper  Grid help desk  operational process, procedures, practices,
experiences, issues and the challenges are presented. The operational processes
are adhering to ISO 9001:2015 quality management systems. Based on annual user
feedback Grid help desk activities are re structured hence progressively
improving the  user support. It is
proudly said that help desk operations are successful. If
user support is proficient then Grid usage also increases.

Acknowledgment

We
thank Shri Gangaprasad G. L, Senior Director, C-DAC, Bangalore, Dr Sarat
Chandra Babu, Former Executive Director, C-DAC, Dr Subrata Chattopadhyay, and
GARUDA team members at C-DAC Bangalore for all the encouragement and support.

 

Reference

 

1.     
GARUDA India web site,
http://www.garudaindia.in

2.     
International Organization for Standardization, https://www.iso.org/home.html

3.     
John A. Greenfield, Lisa G. Ice,
Sophia E. Corwell, Karen Haskell, Constantine Pavlakos, John P. Noe, One Stop High Performance Computing User
Support at SNL, SC’11, Seattle, Washington, USA (2011)

4.     
Gabor Terstyanszky, Tamas Kiss,
Thierry Delaitre, Stephen Winter, Peter Kacsuk, Gabor Kecskemeti, Service-Oriented Production Grids and User
Support, Grid Computing Conference 2006, Barcelona, Spain (2006)

5.     
Divya MG, Santhosh J, HenrySukumar,
Gnana Seelan M, Prasanna P,  Subrata Chattopdhyay,
A Dynamic Monitoring Framework and Methodologies
Adapted for Grid GARUDA, The International Symposium on Grids and Clouds
(ISGC) 2013, Academia Sinica, Taipei, Taiwan, March 17-22 (2013)

6.     
https://www.cdac.in/index.aspx?id=grid

7.     
Indian Grid Certification Authority,

Homepage

8.     
National Knowledge Network,
http://nkn.in/garudaoverview.php

9.     
Request Tracker, https://bestpractical.com/request-tracker/

10.  
Grid Help desk Support, https://gridsupport.garudaindia.in

11.  
Center for Development of Advanced
Computing, http://www.cdac.in

12.  
Ramesh Naidu Laveti, S. Janakiraman,
Mohit Ved and B. B. Prahlada Rao., Seasonal forecast modeling application on
the GARUDA Grid infrastructure, The International Symposium on Grids and Clouds
(ISGC) 2012, Academia Sinica, Taipei, Taiwan , February 26 – March 2 ( 2012)

13.  
Ahmer Abbas, Grid Computing A Practical guide to technology and Applications,
pp.303-306 (2008)

14.  
Paryavekshanam,
http://gmon.garudaindia.in

15.  
Pawl
Plaszczak and Richard Wellner, Grid Computing-The Savvy Manager Guide,
Morgan Kaufmann Publishers, pp. 173-178 ( 2006)

16.  
Ian Foster and Carl Kesselman,
GRID2: Blue print for a new computing infrastructure, Morgan Kaufmann
Publishers, pp. 333- 336 (2006)

17.  
http://www.garudaindia.in/html/pdf/GarudaUserManual.pdf

 

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