ITIL and Grid services at GridKa CHEP 2009, March, Prague
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1 ITIL Grid services at GridKa CHEP 2009, March, Prague Tobias König, Dr. Holger Marten Steinbuch Centre for Computing (SCC) KIT The cooperation of Forschungszentrum Karlsruhe GmbH und Universität Karlsruhe (TH)
2 Introduction Karlsruhe Institute of Technology: The cooperation of the Forschungszentrum Karlsruhe GmbH (FZK) the University of Karlsruhe (TH) Steinbuch Centre for Computing: The Computing Centre of the KIT GridKa: The German Tier-1 centre hosted by the SCC Main aim of GridKa is offering sustainable Grid services The availability reliability of IT Services directly affects The users satisfaction The reputation of the Computing Centre SCC also not to forget the economical aspects Thus it is important t to implement processes tools that t increase the availability reliability of the IT services. The Information Technology Infrastructure Library (ITIL) is a process-orientated framework for the management of IT processes 2 Tobias König CHEP March Prague
3 General information The SCC puts emphasis on ITIL v2 Service Support processes Incident Service Desk Problem Change Release Only these ITIL processes are currently implemented at the SCC. These processes are the most relevant most important processes of ITIL for the SCC The other ITIL Service Delivery processes like Service Level Availability Capacity Continuity Financial are not ITIL stardized implemented at the SCC at the moment in consequence they are not part of this talk 3 Tobias König CHEP March Prague
4 Structure of this talk ITIL Processes at GridKa Incident Problem Change 4 Tobias König CHEP March Prague
5 / ITIL Processes at GridKa Incident Problem Change 5 Tobias König CHEP March Prague
6 / 6 Services Service components CIs Tobias König CHEP March Prague The Database (CMDB) is the basis of all ITIL processes Following items are stored within the CMDB: All the Items CIs (HW, SW, Racks) The CIs are related to the service components The IT services themselves are compositions of the service components. Etc.
7 Incident ITIL Processes at GridKa Incident Problem Change 7 Tobias König CHEP March Prague
8 Incident Incident Problem Help Desk 1st Level Support Experts 2nd Level Support 5*12 Experts /7*24 On-Call Engineers Prime service hours: Tickets are directly assigned from the 1st level support to the 2nd level support, the technical experts. The experts start immediately to solve the incident On-call service hours: An On-Call-Engineer (OCE) starts t immediately to solve the incident Documentation ti of solution 8 Tobias König CHEP March Prague
9 Problem ITIL Processes at GridKa Incident Problem Change 9 Tobias König CHEP March Prague
10 Problem Incident Problem Experts 2nd Level Support 7*12 Experts /7*24 On-Call Engineers Task Force: Problematic tickets, weekly reports, Availability, 7*24 Operations h over Prime service hours: Meeting of the task force (OCEs Experts) On-call service hours: The OCE can call other experts the next morning or another OCE during the whole night Problem is the detection of the underlying causes of an incident their subsequent resolution prevention. 10 Tobias König CHEP March Prague
11 / Monitoring Tools to support the Incident Problem ITIL Processes at GridKa Incident Problem Change 11 Tobias König CHEP March Prague
12 / Monitoring Tools to support the Incident Problem Incident Problem : A incident or problem can be recognized from outside by the user or the external monitoring system. These alarms automatically create a ticket : An incident or Monitoring / SAM tests ticket system / GGUS problem can be recognized from GridKa s Nagios ticket system / Remedy system Monitoring / Nagios, Ganglia 7*24 Knowledgebase / Wiki Remedy Planned workflow between both systems 12 Tobias König CHEP March Prague
13 Change ITIL Processes at GridKa Incident Problem Change 13 Tobias König CHEP March Prague
14 Change Change Change calendar for Maintenances Emergency RfC Stard RfC Planned RfC CMDB (RfCs) For changes of the IT infrastructure a Request for Change (RfC) is created in the CMDB There are 3 kinds of RfCs: Emergency RfC Stard RfC Planned RfC GridKa s downtimes are announced externally via EGEE Broadcasts via the Change Calendar at 14 Tobias König CHEP March Prague
15 Special management ITIL Processes at GridKa Incident Problem Change 15 Tobias König CHEP March Prague
16 Special management Manager Change Change Manager CAB Change Advisory Board GridKa Contact person to Service Collecting data for CMDB Supporting experts in filing RfCs The Manager Responsible that all CIs are stored in the CMDB that the DBs are up to date The Change Manager Responsible for the change process the formal correctness of the RfCs Organizes the Change Advisory Board (CAB) Special role: Contact person to the IT Service management department 16 Tobias König CHEP March Prague
17 Thank you for your attention! Steinbuch Centre for Computing (SCC) KIT The cooperation of Forschungszentrum Karlsruhe GmbH und Universität Karlsruhe (TH)
18 Discussion ITIL Processes at GridKa Incident Problem Change Manager Collecting data for CMDB Services SLA Service components Help Desk 1st Level Support Experts 2nd Level Support 5*12 Experts /7*24 On-Call Engineers Task Force: Problematic tickets, weekly reports, Availability, 7*24 Operations h over GridKa Contact person to Service organizing Task Force 7*24 operations Monitoring / SAM tests ticket system / GGUS Workflow between Ticket Systems ticket system / Remedy Monitoring / Nagios, Ganglia 7*24 Knowledgebase / Wiki Remedy CMDB (CIs: Services, Service components, HW, SW, RfCs) Change Manager CAB Change Advisory Board Supporting experts in filing RfCs Change calendar for Maintenances Emergency RfC Stard RfC Planned RfC 18 Tobias König CHEP March Prague
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