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A snap-shot of user support services in Earth System Grid Federation (ESGF): A use case of climate cyber-infrastructures

Chunpir, H.I. and Ludwig, T. and Badewi, A. (2014) A snap-shot of user support services in Earth System Grid Federation (ESGF): A use case of climate cyber-infrastructures. In: Advances in The Human Side of Service Engineering 1. Springer International Publishing, Switzerland, pp. 166-182. (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)

Abstract

Cyber-infrastructures have changed the process of research. Researchers can now access distributed data from all parts of the world with the help of cyber-infrastructures. User support services play an important role to facilitate researchers to accomplish their research goals with the help of cyber-infrastructures. However, the current user-support practices in cyber-infrastructures are being followed on intuitive basis (at least in climate e-infrastructures) thus over-burdening cyber-infrastructure employees. The main contribution of this paper is to present the snap-shot of the current user support practices in a cyber-infrastructure of a climate science known as Earth System Grid Federation (ESGF). ESGF is a leading distributed peer-to-peer (P2P) data-grid system in Earth System Modelling (ESM) having around 2700 users distributed worldwide. The questionnaire conducted with the climate cyber-infrastructure projects’ employees presents the picture of the current user support situation by highlighting their profile, utilization of various communication media, user-request service time, attributes of incoming user problems and information requests. The respondents of the questionnaire were 26 support staffs of cyber-infrastructure projects, from different parts of the world. The paper then presents the critique of the current user support process in ESGF and finally emphasizes on the need to streamline user-support in cyber-infrastructures.

Item Type: Book section
Uncontrolled keywords: Cyber-infrastructures, Climate Science Data-driven Research Projects, User Support, Help Desk, Service Desk, Human Systems Integration, Service Engineering, Globalization, Service as a Process
Subjects: H Social Sciences
Divisions: Faculties > Social Sciences > Kent Business School
Faculties > Social Sciences > Kent Business School > International Business and Strategy
Depositing User: Tracey Pemble
Date Deposited: 05 Oct 2016 11:57 UTC
Last Modified: 29 May 2019 17:56 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/57677 (The current URI for this page, for reference purposes)
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