SCHEDULE: NOV 12-18, 2011

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One Stop High Performance Computing User Support at Sandia National Laboratories

SESSION: State of the Practice - HPC Health/User Support

EVENT TYPE: State of the Practice

TIME: 4:30PM - 5:00PM

SESSION CHAIR: Michael M. Resch

AUTHOR(S):John A. Greenfield, Lisa G. Ice, Sophia E. Corwell, Karen Haskell, Constantine Pavlakos, John P. Noe

ROOM:TCC LL2

ABSTRACT:
To improve the quality of user support for the scientific, engineering, and high performance computing customers, the HPC OneStop Team unified the customer support activities of ten separate groups at Sandia National Laboratories (SNL). To our user communities, this team was successful in providing a single, “one stop” interface for support for everything from scientific applications on workstations, through small cluster operations, to large problems on the largest capability systems. To the service providers, HPC OneStop promoted synergies, reduced redundancy of ticketing tools, and improved the capabilities for sharing problems and solutions among groups. The HPC OneStop successfully accomplished the task of providing a “one stop shop” for our customers by: creating a unified portal for information access, integrating one ticketing tool to help improve collaboration among the various support groups, and developing a tiered HPC support structure focused on the customer.

Chair/Author Details:

Michael M. Resch (Chair) - HPC Center Stuttgart (HLRS)

John A. Greenfield - Sandia National Laboratories

Lisa G. Ice - Sandia National Laboratories

Sophia E. Corwell - Sandia National Laboratories

Karen Haskell - Sandia National Laboratories

Constantine Pavlakos - Sandia National Laboratories

John P. Noe - Sandia National Laboratories

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The full paper can be found in the ACM Digital Library