uma solução para identificação da causa raiz de problemas no gerenciamento de mudanças de ti
DESCRIPTION
Apresentação realizada no SBRC 2011.TRANSCRIPT
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Uma Solução para Identificação da Causa Raiz de Problemas no Gerenciamento de Mudanças de TI Ricardo L. dos Santos, Juliano A. Wickboldt, Roben C. Lunardi, Bruno L. Dalmazo, Lisandro Z. Granville e Luciano P. Gaspary
Universidade Federal do Rio Grande do Sul, Brasil
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
• Introdução
• Solução Proposta
• Processo de Diagnóstico
• Modelo de Informação
• Arquitetura Conceitual
• Root Cause Analyzer
• Outputs
• Conclusão
• Trabalhos Futuros
Roteiro
2
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Introdução
• Contexto
• A complexidade das infraestruturas de TI torna a tarefa de gerenciamento uma missão crítica
• ITIL (Information Technology Infrastructure Library) tornou-se importante para o Gerenciamento de Processos de TI
• Gerenciamento de Mudanças de TI
• Dita a forma como uma infraestrutura de TI deve evoluir de maneira consistente e segura
• Determina como uma mudança deve ser conduzida
3
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Introdução
• Gerenciamento de Problemas
• Define como o ciclo de vida de problemas de TI deve ser gerenciado
• Os principais objetivos são
• Prevenir a ocorrência de problemas relacionados
• Eliminar problemas recorrentes
• Minimizar o impacto quando estes não podem ser impedidos
• Permite simplificar procedimentos que objetivam a detecção da causa raiz de problemas de TI, reduzindo os custos associados
4
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Introdução
• Cenário Atual
• Muitas organizações utilizam ferramentas que auxiliam na identificação da causa de falhas
• Quando não eliminam a assistência, por parte do pessoal técnico, lhes fornecem informações relevantes
• Possibilita a reutilização do conhecimento, o que resulta em uma redução de custos
• Porém, tais ferramentas possuem sérias limitações, entre elas
• Não possuem um padrão para descrever os casos, que são especificados manualmente
• Dificuldade na reutilização de casos
• Baixa manutenabilidade
5
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Introdução
• Problemas
• Diagnósticos frequentemente deixam de ser concluídos corretamente devido a desatualização dos casos
• A complexidade da infraestrutura de TI onde ocorre a falha é muitas vezes ignorada
• Dados de identificações anteriores não são considerados em novos diagnósticos
6
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Introdução
• Objetivos
• Propor um método interativo de identificação de causas de falhas em processos de mudança
• Baseado no histórico de identificação de falhas anteriores em atividades de mudança
• Considerando a visão atualizada da infraestrutura de TI, onde a falha ocorreu
• Otimizar o processo de identificação de causas de problemas em mudanças nas organizações reutilizando o conhecimento adquirido
7
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Iterative Diagnosis
Solução Proposta Processo de Diagnóstico
Incident Report Answered
Question
Root Cause Question
Selection
8
IR RC
Help Desk Root Cause
Analyzer
Operator
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Config. Mgmt.
Database
Diagnosis System
Change Management System
Change
Planner
Change
Designer
Solução Proposta Arquitetura Conceitual
Operator
9
Deployment
System CI CI CI
Diagnosis Log
Recorder
RC
Root Cause
Analyzer
Root Cause Analyzer
Input
Processor
Weight
Calculator
Question
Selector
Question
Verifier IR RC
CI CI CI CI CI L
RC RC RC
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Modelo de Informação
10
▲ determinesProblem
possiblesAnswers
determinesOthersQuestions
CategoryParentChild
1 1..*
0..1 1
0..1
1..*
*
ServiceProblem
SolutionCategory
* 1..*
ManagedSystem
Element
ManagedElement
Logical Element
EnabledLogical
Element
MessageLog
ExchangeElement
SolutionElement
*
QuestionCategory
RecordLog
RecordedAnswers
RecordedQuestions
Category
1
0..1
Question
RootCause
1..* *
1 1 1 1
1
0..*
PRS_ServiceInciden
t
PRS_Problem
Answer
0..1
1..*
RecordedProblem
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Log Log Log CI CI CI
Solução Proposta Root Cause Analyzer
11
Reports the
incident
CI
Priority
…
Operator
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Log Log Log CI CI CI
Solução Proposta Root Cause Analyzer
12
IDENTIFIES:
•Logs of previous diagnoses
•RCs, Questions and Answers (categories)
•Affected CIs
Operator
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
13
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight
Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
• Um exemplo de infraestrutura de TI
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
15
Log Log Log CI CI CI
CI Category
CI Category
Internet Third Party Services
WEB Server (215) System Computer System Server Web Server
DNS Server (423) System Computer System Server DNS Server
Apache 2.2 Software Web Server
PHP 5.0.2 Software Programming Language
Hard Disk Device Storage Devices
Network Card Device Network Cards
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
16
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight
Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
17
Log Log Log CI CI CI
Select questions and
answers based on the
categories of CIs
identified
RC RC RC RC RC
Configuration
Mgmt. System
Set of RCs, Answers, and Questions
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
18
Sy
ste
m
Th
ird P
arty
Se
rvic
es
Ap
plic
atio
n
Co
mp
ute
r Sy
ste
m
Se
rve
r
We
b S
erv
er
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
20
RC
RC
RC RC
RC
RC
RC
RC
RC
RC
RC
RC
RC
RC
RC
RC
RC
RC
RC
RC RC
RC
System Computer System Server Web Server
Application Web Server
Device Network Cards
Third Party Services
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
19
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
20
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight
Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
21
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight
Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
22
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
23
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight
Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
24
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
25
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
26
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
27
Syste
m
Th
ird P
arty
Se
rvic
es
Ap
plic
atio
n Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
We
b S
erv
er
Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Questions RC 1,3 (50)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
28
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Root Cause Analyzer
29
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
We
b S
erv
er
Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Questions RC 1,3 (50)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
30
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
31
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight
Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Outputs
32
Question Path of Apache
cfg is Ok?
Question Network adapter
is configured?
Question Switch ports are
configured?
Question Exim is installed?
Question POP3 is running?
Question Apache is
installed?
Executions: 25 Answers: 88% YES
Operator’s Answer: YES
Executions: 22 Answers: 63,6% NO
Operator’s Answer: YES
Executions: 16 Answers: 93,7% YES
Operator’s Answer: YES
Executions: 15 Answers: 66,6% NO
Operator’s Answer: YES
Executions: 18 Answers: 50% YES
Operator’s Answer: YES
Executions: 28 Answers: 71,4% YES
Operator’s Answer: NO
Question Switch is
reachable by
ping? Executions: 36 Answers: 77,8% NO
Operator’s Answer: YES
Question Server is
reachable by
ping? Executions: 41 Answers: 73,2% NO
Operator’s Answer: NO
Question Switch is up?
Executions: 48 Answers: 75% NO
Operator’s Answer: YES
Question Path of Apache
cfg is Ok?
Question Exim is running?
Question Path of Exim cfg is
Ok?
Question Exim is installed?
Question POP3 is running?
Question Apache is
installed?
Executions: 25 Answers: 88% YES
Operator’s Answer: YES
Executions: 22 Answers: 63,6% NO
Operator’s Answer: YES
Executions: 16 Answers: 93,7% YES
Operator’s Answer: YES
Executions: 15 Answers: 66,6% NO
Operator’s Answer: YES
Executions: 15 Answers: 86,6% YES
Operator’s Answer: YES
Executions: 8 Answers: 100% YES
Operator’s Answer: NO
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Solução Proposta Outputs
33
Question Path of Apache
cfg is Ok?
Question Network adapter
is configured?
Question Switch ports are
configured?
Question Exim is installed?
Question POP3 is running?
Question Apache is
installed?
Executions: 25 Answers: 88% YES
Operator’s Answer: YES
Executions: 22 Answers: 63,6% NO
Operator’s Answer: YES
Executions: 16 Answers: 93,7% YES
Operator’s Answer: YES
Executions: 15 Answers: 66,6% NO
Operator’s Answer: YES
Executions: 18 Answers: 50% YES
Operator’s Answer: YES
Executions: 28 Answers: 71,4% YES
Operator’s Answer: NO
Question Switch is
reachable by
ping? Executions: 36 Answers: 77,8% NO
Operator’s Answer: YES
Question Server is
reachable by
ping? Executions: 41 Answers: 73,2% NO
Operator’s Answer: NO
Question Switch is up?
Executions: 48 Answers: 75% NO
Operator’s Answer: YES
Question Path of Apache
cfg is Ok?
Question Exim is running?
Question Path of Exim cfg is
Ok?
Question Exim is installed?
Question POP3 is running?
Question Apache is
installed?
Executions: 25 Answers: 88% YES
Operator’s Answer: YES
Executions: 22 Answers: 63,6% NO
Operator’s Answer: YES
Executions: 16 Answers: 93,7% YES
Operator’s Answer: YES
Executions: 15 Answers: 66,6% NO
Operator’s Answer: YES
Executions: 15 Answers: 86,6% YES
Operator’s Answer: YES
Executions: 8 Answers: 100% YES
Operator’s Answer: NO
The ports of the Switch were not
configured properly
Path to e-mail files is wrong
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Conclusão
34
• A solução proposta mostrou-se exequível com as seguintes características
• Interatividade
• Considerando apenas a infraestrutura de TI afetada
• Baseada em informações de diagnósticos anteriores
• Reutilizando o conhecimento adquirido
• Melhorou o processo de identificação de causa raiz de falhas em mudanças de TI
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Trabalhos Futuros
35
• Melhorar o bootstrapping do sistema
• Melhorar o algoritmo de seleção
• Considerando outras métricas (idade)
• Considerando outros métodos de seleção (popularidade)
• Como avaliar apropriadamente a solução?
Obrigado pela sua atenção!
Perguntas?
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
References
37
• J. P. Sauvé, R. A. Santos, R. R. Almeida et al., “On the Risk Exposure and Priority Determination of Changes in IT Service Management,” in XVIII IFIP/IEEE International Workshop on Distributed Systems: Operations and Management (DSOM 2007), 2007, pp. 147–158
• ITIL, “ITIL - Information Technology Infrastructure Library. Office of Government Commerce (OGC),” 2009, Available: http://www.itilofficialsite.com/. Accessed: aug. 2010
• G. Machado, F. Daitx, W. Cordeiro et al., “Enabling rollback support in IT change management systems,” in Network Operations and Management Symposium, 2008. NOMS 2008. IEEE, April 2008, pp. 347–354
• W. Cordeiro, G. Machado, F. Andreis et al., “ChangeLedge: Change design and planning in networked systems based on reuse of knowledge and automation,” Computer Networks, vol. 53, no. 16, pp. 2782 – 2799, 2009
• ITIL, “ITIL - Information Technology Infrastructure Library: Service Operation Version 3.0. Office of Government Commerce (OGC),” 2007
• DMTF, “Distributed Management Task Force: Common Information Model. Distributed Management Task Force (DMTF),” 2009, Available: http://www.dmtf.org/standards/cim. Accessed: aug. 2010
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
References
38
• J. Sauvé, R. Santos, R. Reboucas, A. Moura, and C. Bartolini, “Change priority determination in it service management based on risk exposure,” Network and Service Management, IEEE Transactions on, vol. 5, no. 3, pp. 178 –187, september 2008
• A. Brown and A. Keller, “A best practice approach for automating it management processes,” in Network Operations and Management Symposium, 2006. NOMS 2006. 10th IEEE/IFIP, 3-7 2006, pp. 33 –44
• A. Moura, J. Sauve, and C. Bartolini, “Business-driven it management - upping the ante of it : exploring the linkage between it and business to improve both it and business results,” Communications Magazine, IEEE, vol. 46, no. 10, pp. 148 –153, october 2008
• A. Keller, J. Hellerstein, J. Wolf, K.-L. Wu, and V. Krishnan, “The champs system: change management with planning and scheduling,” in Network Operations and Management Symposium, 2004. NOMS 2004. IEEE/IFIP, vol. 1, 23-23 2004, pp. 395 –408 Vol.1
• M. Jantti and A. Eerola, “A Conceptual Model of IT Service Problem Management,” in Service Systems and Service Management, 2006 International Conference on, vol. 1, Oct. 2006, pp. 798–803
• R. Gupta, K. Prasad, and M. Mohania, “Automating itsm incident management process,” in Autonomic Computing, 2008. ICAC ’08. International Conference on, 2-6 2008, pp. 141 –150
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
References
39
• K. Appleby, G. Goldszmidt, and M. Steinder, “Yemanja-a layered event correlation engine for multi-domain server farms,” in Integrated Network Management Proceedings, 2001 IEEE/IFIP International Symposium on, 2001
• M. Steinder and A. S. Sethi, “Probabilistic fault diagnosis in communication systems through incremental hypothesis updating,” Computer Networks, vol. 45, no. 4, pp. 537 – 562, 2004
• W. L. C. Cordeiro, G. Machado, D. F.F. et al., “A template-based solution to support knowledge reuse in IT change design,” in Network Operations and Management Symposium, 2008. NOMS 2008. IEEE, April 2008, pp. 355–362
• J. A. Wickboldt, L. A. Bianchin, R. C. Lunardi et al., “Improving it change management processes with automated risk assessment,” in XII IFIP/IEEE International Workshop on Distributed Systems: Operations and Management (DSOM 2009), 2009
• R. C. Lunardi, F. G. Andreis, W. L. d. C. Cordeiro, J. A. Wickboldt, B. L. Dalmazo, R. L. d. Santos, L. A. Bianchin, L. P. Gaspary, L. Z. Granville, and C. Bartolini, “On strategies for planning the assignment of human resources to it change activities,” in Network Operations and Management Symposium, 2010. NOMS 2010. IEEE, apr. 2010, pp. 248–255
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Root Cause Analyzer
Weight Calculator Question Verifier
Solução Proposta Root Cause Analyzer
40
Input Processor Question Selector
CI CI L
RC RC RC Identif ication
based on
categories
Identif ication
based on IR
Identif ication
based on RCs
Calculates the
weight of RCs
Calculates the
weight of
Questions and
Categories
Calculates the
weight of
possible
Answers
Question with
higher level
Question that
has the
greatest weight
Category that
has the
greatest weight
Obvious?
Threshold
80% with the
same answer
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
41
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
42
Syste
m
Th
ird P
arty
Se
rvic
es
Ap
plic
atio
n Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
43
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
44
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
We
b S
erv
er
Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Qestions RC 1, 3 (50)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
45
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
We
b S
erv
er
De
vic
e
Ne
two
rk C
ard
74
30
5
95
70
35
30
26
20
We
b S
erv
er
Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Common Questions
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
46
How many
bits is the
application?
16 bits 32 bits
64 bits
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
47
Syste
m
Th
ird P
arty
Se
rvic
es
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
95 35
30
26
20
Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Common Questions
So
ftwa
re
We
b S
erv
er
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
48
Syste
m
Th
ird P
arty
Se
rvic
es
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
95 35
30
26
20
Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Common Questions
So
ftwa
re
We
b S
erv
er
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
49
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
95 35
30
26
20
95 – 70 = 25
Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Common Questions
We
b S
erv
er
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
50
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
We
b S
erv
er
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
51
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
We
b S
erv
er
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
52
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
We
b S
erv
er
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
53
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
Questions RC 9 (2)
Questions RC 6 (5)
Questions RC 7 (12)
Questions RC 8 (12)
Common Questions
Questions RC 5 (15)
Questions RC 10 (3)
Questions RC 11 (25)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
54
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
Questions RC 9 (2)
Questions RC 6 (5)
Questions RC 7 (12)
Questions RC 8 (12)
Common Questions
Questions RC 5 (15)
Questions RC 10 (3)
Questions RC 11 (25)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
55
How many
bits is the
application?
16 bits 32 bits
64 bits
The devices
are well
plugged?
No Yes
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
56
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
Questions RC 9 (2)
Questions RC 6 (5)
Questions RC 7 (12)
Questions RC 8 (12)
Common Questions
Questions RC 5 (15)
Questions RC 10 (3)
Questions RC 11 (25)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
57
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
Questions RC 9 (2)
Questions RC 6 (5)
Questions RC 7 (12)
Questions RC 8 (12)
Common Questions
Questions RC 5 (15)
Questions RC 10 (3)
Questions RC 11 (25)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
58
How many
bits is the
application?
16 bits 32 bits
64 bits
The devices
are well
plugged?
Network
card
detected?
No Yes
No Yes
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
59
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
Questions RC 9 (2)
Questions RC 6 (5)
Questions RC 7 (12)
Questions RC 8 (12)
Common Questions
Questions RC 5 (15)
Questions RC 10 (3)
Questions RC 11 (25)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
We
b S
erv
er
We
b S
erv
er
70
Proposed Solution Root Cause Analyzer
60
Syste
m
Th
ird P
arty
Se
rvic
es
So
ftwa
re
Co
mp
ute
r Syste
m
Se
rve
r
De
vic
e
Ne
two
rk C
ard
74
30
5
25 35
30
26
20
Questions RC 9 (2)
Questions RC 6 (5)
Questions RC 7 (12)
Questions RC 8 (12)
Common Questions
Questions RC 5 (15)
Questions RC 10 (3)
Questions RC 11 (25)
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
Proposed Solution Root Cause Analyzer
61
How many
bits is the
application?
16 bits 32 bits
64 bits
The devices
are well
plugged?
Network
card
detected?
Network
card is
configured
correctly?
Network card
not
configured
No Yes
No Yes
Yes
No