EGI Document 675-v1

MS307-User Support Metrics

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Gergely Sipos
Updated by:
Gergely Sipos
Document Created:
12 Jul 2011, 16:53
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12 Jul 2011, 16:53
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12 Jul 2011, 16:53
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The European Grid Infrastructure community operates a complex network of support services in order to serve its multi-national user communities. Understanding the roles of the various support elements within the global context is already a big challenge. Defining viable metrics to monitor their operation, impact and costs of support activities is an even bigger problem. However, measuring the performance of these elements as well as of the global “EGI user support function” is necessary in order to optimise resource usage and maximise consumers’ satisfaction. The document aims to collect the metrics that are required to monitor EGI user support processes to understand the performance and impact of the support teams as part of the project’s quality assurance process. While it is clear that many of these metrics are very difficult to measure, the project needs to have an understanding of what is needed in order to drive support activities towards a sustainable structure.
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