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The Italian WLCG Tier-1 located in Bologna and managed by INFN-CNAF has a long tradition in supporting several research communities in the fields of High-Energy Physics, Astroparticle Physics, Gravitational Waves, Nuclear Physics and others, to which provides computing resources in the form of batch computing, both HPC, HTC and Cloud, and storage. Although the LHC experiments at CERN represent the main users of the Tier-1 resources, an increasing number of communities and experiments are also being supported in all of their computing activities. Due to this demanding user base, an efficient support system is needed in order to assure a smooth and appropriate exploitation of the computing infrastructure. In this framework, such a role is played by the Tier-1 User Support group, which acts as the entry point for services, support requests, and problem reports. The group makes use of multiple systems to meet the different needs and specificities of the supported experiments. Moreover, the group continuously maintains detailed knowledge base in the form of an on-line user guide and develops tools to advertise specific information about the services available to the communities in a form that is easy to access and use. The communication channels are represented by ticketing systems and also by mailing lists used for a more direct communication, allowing to promptly notify maintenance interventions, downtimes and more in general all the new features and services provided by the center. In this paper, the ticketing systems, tools, platforms and services that User Support offers, and the internal organization of the department will be described. Future workflow plans in view of the DATACLOUD project, which will require an increasing effort, will also be presented. [ABSTRACT FROM AUTHOR]

INFN-CNAF is one of the Worldwide LHC Computing Grid (WLCG) Tier-1 data centres, providing computing, networking and storage resources to a wide variety of scientific collaborations, not limited to the four LHC (Large Hadron Collider) experiments. The INFN-CNAF data centre will move to a new location next year. At the same time, the requirements from our experiments and users are becoming increasingly challenging and new scientific communities have started or will soon start exploiting our resources. Currently, we are reengineering several services, in particular our monitoring infrastructure, in order to improve the day-by-day operations and to cope with the increasing complexity of the use cases and with the future expansion of the centre. This scenario led us to implement a data streaming infrastructure designed to enable log analysis, anomaly detection, threat hunting, integrity monitoring and incident response. Such data streaming platform has been organised to manage different kinds of data coming from heterogeneous sources, to support multi-tenancy and to be scalable. Moreover, we will be able to provide an on demand end-to-end data streaming application to those users/communities requesting such kind of facility. The infrastructure is based on the Apache Kafka platform, which provides streaming of events at large scale, with authorization and authentication configured at the topic level for ensuring data isolation and protection. Data can be consumed by different applications, such as those devoted to log analysis, which provide the capability to index large amounts of data and implement appropriate access policies to inspect and visualise information. In this contribution we will present and motivate our technological choices for the definition of the infrastructure, we will describe its components and we will depict use cases which can be addressed with this platform. [ABSTRACT FROM AUTHOR]