2nd and 3rd level support for Linux workstations at a research institution
Customer
- Throughout Germany
- Complex and diverse Linux infrastructure
- Different locations with individual IT and organization
- Research-oriented application environment
Customer goals
- Individual support for users even in unusual configurations
- Reliable access to excellent know-how and extensive experience
- Expertise in different fields as needed
- Standardize administrative tasks
Action
- Getting to know the different environments and processes
- Definition and testing of interfaces between customer, partner and GONICUS
- Creating a uniform basis for standardized support processes
- Taking responsibility in 2nd and 3rd levels
Achieved goals
- Completion of the transition and regular operation of the necessary tools
- Wide range of tasks from the Linux desktop to the Linux server
- Selective support of the partner for special tasks
- Integration into specialist working groups for continuous improvement
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