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Technical support for Life Sciences communities on a production grid infrastructure.

Franck Michel¹, Johan Montagnat, Tristan Glatard

¹CNRS/UNS, I3S laboratory, MODALIS team, Sophia Antipolis, France.

Studies in Health Technology and Informatics

|September 4, 2012

Summary

This summary is machine-generated.

Establishing a dedicated technical support team for the biomed Virtual Organisation (VO) significantly improved the quality of service for distributed computing infrastructures (DCI). This approach addresses human intervention needs, enhancing resource accessibility for scientific research.

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Area of Science:

Computer Science
Information Science
Bioinformatics

Background:

Large-scale distributed computing infrastructures (DCI) require substantial human intervention for operational quality.
Existing application execution environments often prioritize fault-tolerance over incident resolution, demanding significant manpower.
Sustained quality of service for Virtual Organisations (VOs) necessitates long-term support strategies.

Purpose of the Study:

To describe the establishment and operation of a technical support team for the biomed VO.
To detail the organization, tools, daily tasks, and procedures of this support team.
To analyze the impact of the support team on resource usage, incident management, and tool development.

Main Methods:

Formation of a dedicated technical support team within the biomed VO.
Development and implementation of specific organizational structures, tooling, and daily procedures.
Monitoring and analysis of end-user resource utilization, reported incidents, and created software tools.

Main Results:

Demonstrated improvements in resource usage by end users.
Quantification of the number of reported incidents managed by the support team.
Development of specialized software tools to aid support operations.

Conclusions:

A dedicated technical support team is an effective model for ensuring sustained quality of service in distributed computing environments for VOs.
The biomed VO's experience provides a framework for measuring support impact and reducing human costs.
Future work should focus on community-specific support models and further cost-efficiency measures.