Reference Documents

• Present situation:
  • The new IT Helpdesk page: http://cern.ch/it-div/need-help/what-this-helpdesk-does.asp
  • MoD task list, http://ref.cern.ch/CERN/IT/US/2002/003/
  • Desktop Forum presentation on Helpdesk Changes
  • The Knowledge Database http://consult.cern.ch/xfind
• Historical:
  • User questions' flow. Presentation to the LEP experiments http://ref.cern.ch/CERN/IT/US/2000/051/
  • Presentation to a Helpdesk meeting in Dallas http://ref.cern.ch/CERN/IT/US/2001/015/
  • Service Level Agreement with IT services http://ref.cern.ch/CERN/IT/US/2001/018/
  • Service change announcement methods http://ref.cern.ch/CERN/IT/US/2000/040/

Contacts for feedback or questions on this operation:     Ludwig.Pregernig@cern.ch, Roger.Woolnough@cern.ch

CERN report on User Support

HEPiX Fall 2002

Maria Dimou - CERN/ User Services