Tales from the trenches: can user support tools make a difference?

Abstract

Those participating in HUST '15 appreciate the potential value of high quality tools and technologies intended to enhance the user experience on large-scale computers. Given the changing landscape of large-scale computing, they likely also feel a renewed sense of urgency associated with the emerging needs of an increasingly diverse user base. Do user support tools, however, really make a difference for users and those who support them? Are they making a difference now? This paper is one response to these questions: it describes five brief case studies in which the authors employed software tools to help address problems and issues associated with users' needs on the Stampede supercomputer at the Texas Advanced Computing Center. The paper highlights the authors' thoughts on their experiences, including a few deliberately provocative assertions intended to invite reflection and discussion.