| Question\Institute | BNL | CEA | IN2P3 | FNAL | CERN | LBL/PDSF | DESY | RAL | JLAB | INFN | CALTECH |
| Run a HelpDesk(HD)? | No | Yes | Yes | Yes>1 | Yes |
Yes |
Yes | Yes | Yes | 1/site | Yes |
| HD members | 15 sys. admins | 4-5 | 3+1 | 3+GL +experts | 2-3 |
1 permanent staff and 1 rotating from other groups |
1 dispatcher +15 analysts (Zeuthen) 6 students+5 analysts (Hamburg) all part-time | ? |
3+2x0.5 students |
proportional to the site size | 2.5 |
| Outsourced? | No | Yes | No | No | Yes | No | No | No | No | No | No |
| Questions/week | 10-50 | 600 | 20-30 | 125 | 600 | 25-50 | 50-100 | 535 | 130 | ? | 100 |
| Number of users | 500 | 3.5K | 2K | 3.5K | 8K | 300 | 5-6K (Zeuthen & Hamburg) | >>?K | 1550 | proportional to the site size | >>?K |
| Solution OK? | No formal mechanism | User feedback | User feedback | OK if no user reply | MoD check | OK if no user reply | OK if no user reply | Some random checks | No formal mechanism | OK if no user reply | User feedback |
| User satisfaction | Meeting with user feedback | Not measured | Meeting with user feedback | Not measured | feedback request in ticket | User feedback | User feedback | some questionnaires no follow-up | No formal mechanism | Not measured | No formal mechanism |
| HD Success criteria | Annual review with DoE | Monthly meeting with contract | Not measured | Not measured | aimed 80% resolution at 1st call | User feedback |
No formal mechanism open ticket count |
? | Mgnt feedback (rare) | Mgnt feedback | No formal mechanism |
| Problem tracking system | Yes | Yes | Yes, home-made tool | Peregrine (Remedy) ARS | Yes Remedy | Yes WebRT | Yes | Yes Remedy | Yes, home-made tool CCPR | No | Yes Remedy customised |
| Special tel.system | No | Yes | No | No | No | Yes | No | No | No | No | No |
| Escalation process | Informal Manual | Dispatch in the tool | Dispatch in the tool | Phone Pager | in Remedy | Dispatch in WebRT, email,phone | None | Automatically in remedy | Dispatch in CCPR | Informal Manual | in Remedy |
| SLA for reply times? | No | Yes | No | No | Yes | Yes | No | Yes Many | No but reply info on web | No | No |
| Support staff for desktops? | Desktops not supported | No | No | Yes | Yes | No | Yes | Yes | No | No | No support other depts for a fee |
| Knowledge db? | No | Inventory tool Not for users | In the tool Not for users | ARS export to Lotus Notes | Yes | Yes in the tool. | No | No. Some FAQs/service | No but CCPR search | Yes in some sites | Remedy search |
CERN report on User Support
HEPiX Fall 2002
Maria Dimou - CERN/ User Services