ETICS Support Knowledge Base


SA2 Work Package stands for Infrastructures Support. Its goals and objectives are categorized as follows:

  • Support to organize and provide a first-level user support defining escalation procedures, define an on-line frequently asked questions, and produce a set of guidelines for new infrastructures.
  • Requirements to collect and understand user and infrastructure requirements, provide procedures to prioritize requirements according to their relevance and importance, identify solutions and develop them whenever possible, helping SA1 integrating new implementations in the ETICS system.
  • Integration to consider HPC and aerospace communities as new infrastructures, help them to integrate the ETICS build, test and certification services in their applications, identify infrastructure services that can be applied to the ETICS system, like job management and security services.
  • Performances to analyse the current ETICS services, identify the ETICS services with low performances with respect to efficiency, scalability, fault-tolerance and usability, define procedures to trace the performances of the ETICS services, define solutions and develop them whenever possible.

List of SA2 Tasks

  • SA2.1 - Work Package coordination
  • SA2.2 - Infrastructures support
  • SA2.3 - Analysis of user requirements and implementation strategies
  • SA2.4 - Extension of the ETICS Service to new infrastructures
  • SA2.5 - Evaluation of ETICS services on the field and strategies for their improvement

List of SA2 Deliverables

  • DSA2.1 - User Support Procedures
  • DSA2.2 - New infrastructures evaluation plan
  • DSA2.3 - Infrastructure services integration - Analysis
  • DSA2.4 - Infrastructure services integration - Implementation (Part 1)
  • DSA2.5 - Guidelines for adopting ETICS as build and test system
  • DSA2.6 - Infrastructure services integration - Implementation (Part 2)

The following table shows the deadline for each deliverable:

^ Deliverable ^ Deadline ^

DSA2.1 M03
DSA2.2 M06
DSA2.3 M06
DSA2.4 M12
DSA2.5 M15
DSA2.6 M20

The following table shows the relationship between tasks and deliverables:

^ Tasks ^ Deliverables ^

SA2.2 DSA2.1, DSA2.5
SA2.3 DSA2.2
SA2.4, SA2.5 DSA2.3, DSA2.4, DSA2.5

WP Metrics

  • Average time a ticket is assigned to first-level support

The WP is responsible for the first level of support. Tickets are eventually redirected to second levels of support. The quality of the work is measured with the time spent in taking the problem in charge, understanding it and either sorting it out or redirect it to the appropriate second level. The tools chosen for the support procedures must allow for measuring the hours a ticket hold different states. This will allow for collecting this metric.

^ PM ^ Rate in hours ^

PM6 24h
PM12 12h
PM18 9h
PM24 6h

  • Ratio of tickets sorted out at first-level support

This metric measures the ability of the WP to gain insight on the ETICS system in order to be able to sort out the problems without redirection to second levels. This metric will be collected as the previous one.

^ PM ^ Rate in % ^

PM6 50%
PM12 60%
PM18 70%
PM24 80%

  • Amount of discussion on mailing lists, forums

This metric measures the ability of the WP to maintain a lively community, thus encouraging and enhancing the self support. The metric will be collected using the facilities provided by the mailing list and forums tools, adding the number of mail posted to the mailing list to the forum topics.

^ PM ^ Rate ^

PM6 200
PM12 800
PM18 1600
PM24 3200

  • Number of new applications supported

The WP is responsible for supporting new infrastructures and applications in using the ETICS services. The number of such applications measures the quality of the WP work on that. This metric will be collected according to projects registered in ETICS.

^ PM ^ Rate ^

PM6 0
PM12 1
PM18 3
PM24 5

  • Ratio of requirements implements over those collected

The WP collect requirements from both existing and new users and implement those considered priority. The percentage of the requirements that has been accepted and implemented are a measuere of the quality of the WP. The total number of requirements will be available with DSA2.3. We anticipate to need to prioritize requirements, thus not to reach 100% by the end of the project.

^ PM ^ Rate in % ^

PM6 0
PM12 30%
PM18 60%
PM24 90%

-- ValerioVenturi - 27 Jun 2008

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