The main aim of this session is to give an overview of the evolution from the current user support infrastructure as it is operational in EGEE to a model accommodated to the fit the distributed operations model EGI will implement.
There are several areas that need to be adapted and we want to present the current ideas and plans for these activities and discuss the in a wider audience.
Topics to be presented and discussed include: * Middleware support: How to interface the UMD activity and the different middleware providers. * First line support: How to organise a reliable firstline support in a distributed and heterogeous environment. * Operations support: How to move from ROCs to NGIs as main organisational building blocks in user support for operations problems. * User support management: How to transfer the successful management concepts and how to involve the future stake holders.
All these topic have both technical and procedural aspects that need to be considered.