High Performance Computing (HPC)
With only 66% of HPC users reporting being satisifed with the services they received, ITS is placing a considerable amount of effort into improving HPC services.
A comment ITS frequently received was that our solutions are often temporary and the same issues recur. In response, we have increased our staff count and created the position of HPC Technical Analyst. This person will be certified in Information Technology Infrastructure Library (ITIL) and serve as a first-point-of-contact for support. This individual will be focused on following all requests for support to resolution and will compile a summary of what support has been provided for the user. We hope this will encourage better problem-solving and result in fewer issues in the future.
Additionally, people reported that HPC is understaffed, thus we will be expanding the team to include two additional staff members. Among other things, we believe this increase in staff will not only allow us to communicate better, but also better utilize our resources.
ITS received comments that respondents do not feel that HPC as a service is improving as much as general computing, and that HPC services in general are very behind. In response, we are in the process of developing a strategic plan to help us plan better and make changes that will have a stronger impact.
Some respondents mentioned that HPC responded very slowly and that they were disappointed with the lack of status updates when there is an issue. We are responding to this issue in two parts:
- We will require service-level contracts with vendors at the gold level.
- One individual, the new HPC Technical Analyst, will be responsible for communication and developing a consistent method for communication.
- Communication will begin immediately.
We understand that when the HPC Omega Cluster is unavailable, many problems and delays in research can occur. Thus, we will begin publishing maintenance windows for all to see, which will allow people to plan ahead.
For more information about High Performance Computing, click here.