Uma Solução para Identificação da Causa Raiz de Problemas no Gerenciamento de Mudanças de TI

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Uma Solução para Identificação da Causa Raiz de Problemas no Gerenciamento de Mudanças de TI

  1. 1. Uma Solução para Identificação da Causa Raiz deProblemas no Gerenciamento de Mudanças de TIRicardo L. dos Santos, Juliano A. Wickboldt, Roben C. Lunardi, Bruno L. Dalmazo,Lisandro Z. Granville e Luciano P. GasparyUniversidade Federal do Rio Grande do Sul, BrasilXXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
  2. 2. Roteiro• Introdução• Solução Proposta • Processo de Diagnóstico • Modelo de Informação • Arquitetura Conceitual • Root Cause Analyzer • Outputs• Conclusão• Trabalhos Futuros XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos2
  3. 3. 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 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos3
  4. 4. 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 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos4
  5. 5. 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 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos5
  6. 6. 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 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos6
  7. 7. 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 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos7
  8. 8. Solução Proposta Processo de Diagnóstico Help Desk Root Cause Operator Analyzer IR RC Iterative DiagnosisIncident Report Question Answered Root Cause Selection Question XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 8
  9. 9. Solução PropostaArquitetura Conceitual Change Change Deployment CI CI Designer Planner System CI Change Management System Root Cause Analyzer Config. Mgmt. RC Database Diagnosis Log Operator Recorder Diagnosis System CI L CI CI CI CI Input Weight Question Question IR RC Processor Calculator Selector Verifier RC RC RC Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos9
  10. 10. Solução PropostaModelo de Informação ManagedElement ManagedSystem ExchangeElement Element SolutionCategory PRS_ServiceInciden Logical Element SolutionElement Category 1..* * t * * 1 1..* CategoryParentChild 0..1 1 QuestionCategory EnabledLogical PRS_Problem Element 0..1 RecordedProblem 0..1 0..1 RootCause 1 ▲ ServiceProblem MessageLog determinesProblem determinesOthersQuestions 1..* 1..* * 0..* 1..* possiblesAnswers 1 RecordLog Answer Question 1 1 1 1 RecordedAnswers RecordedQuestions XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos10
  11. 11. Solução PropostaRoot Cause Analyzer Operator Reports the incident Log Log CI Log CICI CI Priority … XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos11
  12. 12. Solução PropostaRoot Cause Analyzer Operator Log Log CI Log CICI IDENTIFIES: •Logs of previous diagnoses •RCs, Questions and Answers (categories) •Affected CIs XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos12
  13. 13. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication weight of Question that based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos13
  14. 14. Solução PropostaRoot Cause Analyzer• Um exemplo de infraestrutura de TI XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
  15. 15. Solução PropostaRoot Cause Analyzer Log Log CI Log CICI 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 Distribuídos15
  16. 16. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication weight of Question that based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos16
  17. 17. Solução PropostaRoot Cause Analyzer Log Log Log CI CICI Select questions and answers based on the Set of RCs, Answers, and Questions categories of CIs identified Configuration Mgmt. System RC RC RC RC RC XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos17
  18. 18. Solução Proposta Root Cause Analyzer RC RC RCSystem Computer System Server Web Server RC RC RC RC RC RCApplication Web Server RC RC RC RC RC RCDevice Network Cards RC RC RC RC RC RCThird Party Services RC Application System Device 74 95 35 Computer System Network Card Web Server 30 30 70 Server Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 18
  19. 19. Solução Proposta Root Cause Analyzer Software System Device Computer SystemNetwork Card Web Server Server Third Party Services Web Server XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 19
  20. 20. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication weight of Question that based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos20
  21. 21. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication weight of Question that based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos21
  22. 22. Solução Proposta Root Cause Analyzer Software System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 22
  23. 23. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication weight of Question that based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos23
  24. 24. Solução Proposta Root Cause Analyzer Software System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 24
  25. 25. Solução Proposta Root Cause Analyzer Software System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 25
  26. 26. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication weight of Question that based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos26
  27. 27. Solução Proposta Root Cause Analyzer Application Questions RC 1 (10) System Device 74 95 35 Questions RC 2 (20) Computer System Questions RC 3 (40)Network Card Web Server Questions RC 4 (25) 30 70 30 Questions RC 1,3 (50) Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 27
  28. 28. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication Question that weight of based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos28
  29. 29. Solução Proposta Root Cause Analyzer Software Questions RC 1 (10) System Device 74 95 35 Questions RC 2 (20) Computer System Questions RC 3 (40)Network Card Web Server Questions RC 4 (25) 30 70 30 Questions RC 1,3 (50) Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 29
  30. 30. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication Question that weight of based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos30
  31. 31. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication weight of Question that based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos31
  32. 32. Solução Proposta Outputs Question Question Question Question Question Question Exim is installed? POP3 is running? Switch is up? Server is Switch is Apache is reachable by reachable by installed? ping? ping?Executions: 25 Executions: 22 Executions: 48 Executions: 41 Executions: 36 Executions: 16Answers: 88% YES Answers: 63,6% NO Answers: 75% NO Answers: 73,2% NO Answers: 77,8% NO Answers: 93,7% YESOperator’s Answer: YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: NO Operator’s Answer: YES Operator’s Answer: YES Question Question Question Path of Apache Network adapter Switch ports are cfg is Ok? is configured? configured? Executions: 15 Executions: 18 Executions: 28 Answers: 66,6% NO Answers: 50% YES Answers: 71,4% YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: NO Question Question Question Question Question Question Exim is installed? POP3 is running? Apache is Path of Apache Exim is running? Path of Exim cfg is installed? cfg is Ok? Ok? Executions: 25 Executions: 22 Executions: 16 Executions: 15 Executions: 15 Executions: 8 Answers: 88% YES Answers: 63,6% NO Answers: 93,7% YES Answers: 66,6% NO Answers: 86,6% YES Answers: 100% YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: NO XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 32
  33. 33. Solução Proposta Outputs Question Question Question Question Question Question Exim is installed? POP3 is running? Switch is up? Server is Switch is Apache is reachable by reachable by installed? ping? ping?Executions: 25 Executions: 22 Executions: 48 Executions: 41 Executions: 36 Executions: 16Answers: 88% YES Answers: 63,6% NO Answers: 75% NO Answers: 73,2% NO Answers: 77,8% NO Answers: 93,7% YESOperator’s Answer: YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: NO Operator’s Answer: YES Operator’s Answer: YES Question Question Question Path of Apache Network adapter Switch ports are cfg is Ok? is configured? configured? The ports of the Switch were not Executions: 15 Executions: 18 Executions: 28 configured properly Answers: 66,6% NO Answers: 50% YES Answers: 71,4% YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: NO Question Question Question Question Question Question Exim is installed? POP3 is running? Apache is Path of Apache Exim is running? Path of Exim cfg is installed? cfg is Ok? Ok? Executions: 25 Executions: 22 Executions: 16 Executions: 15 Executions: 15 Executions: 8 Answers: 88% YES Answers: 63,6% NO Answers: 93,7% YES Answers: 66,6% NO Answers: 86,6% YES Answers: 100% YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: YES Operator’s Answer: NO Path to e-mail files is wrong XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 33
  34. 34. Conclusão• 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 Distribuídos34
  35. 35. Trabalhos Futuros• 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? XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos35
  36. 36. Obrigado pela sua atenção! Perguntas?
  37. 37. References• 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 Distribuídos37
  38. 38. References• 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 Distribuídos38
  39. 39. References• 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 Distribuídos39
  40. 40. Solução PropostaRoot Cause Analyzer Category that Identif ication Calculates the has the Obvious? based on IR weight of RCs greatest weight RC Calculates the RC RC Identif ication weight of Question that based on has the 80% with the Questions and categories greatest weight same answer Categories Calculates the Threshold weight of CI L CI Identif ication based on RCs possible Question with higher level Answers Input Processor Weight Calculator Question Selector Question Verifier Root Cause Analyzer XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos40
  41. 41. Proposed Solution Root Cause Analyzer Software System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 41
  42. 42. Proposed Solution Root Cause Analyzer Application System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 42
  43. 43. Proposed Solution Root Cause Analyzer Software System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 43
  44. 44. Proposed Solution Root Cause Analyzer Software Questions RC 1 (10) System Device 74 95 35 Questions RC 2 (20) Computer System Questions RC 3 (40)Network Card Web Server Questions RC 4 (25) 30 70 30 Qestions RC 1, 3 (50) Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 44
  45. 45. Proposed Solution Root Cause Analyzer Software Questions RC 1 (10) System Device 74 95 35 Questions RC 2 (20) Computer System Questions RC 3 (40)Network Card Web Server Questions RC 4 (25) 30 70 30 Common Questions Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 45
  46. 46. Proposed SolutionRoot Cause Analyzer 16 bits How many 32 bits bits is the application? 64 bits XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos46
  47. 47. Proposed Solution Root Cause Analyzer Software Questions RC 1 (10) System Device 74 95 35 Questions RC 2 (20) Computer System Questions RC 3 (40)Network Card Web Server Questions RC 4 (25) 30 70 30 Common Questions Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 47
  48. 48. Proposed Solution Root Cause Analyzer Software Questions RC 1 (10) System Device 74 95 35 Questions RC 2 (20) Computer System Questions RC 3 (40)Network Card Web Server Questions RC 4 (25) 30 70 30 Common Questions Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 48
  49. 49. Proposed Solution Root Cause Analyzer Software Questions RC 1 (10) System Device 74 95 35 Questions RC 2 (20) Computer System Questions RC 3 (40)Network Card Web Server Questions RC 4 (25) 30 95 – 70 = 25 70 30 Common Questions Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 49
  50. 50. Proposed Solution Root Cause Analyzer Software System Device 74 25 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 50
  51. 51. Proposed Solution Root Cause Analyzer Software System Device 74 25 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 51
  52. 52. Proposed Solution Root Cause Analyzer Software System Device 74 25 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 52
  53. 53. Proposed Solution Root Cause Analyzer Software Questions RC 5 (15) System Device 74 Questions RC 6 (5) 25 35 Questions RC 7 (12) Computer SystemNetwork Card Web Server Questions RC 8 (12) 30 30 Questions RC 9 (2)70 Questions RC 10 (3) Server Questions RC 11 (25) 26 Common Questions Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 53
  54. 54. Proposed Solution Root Cause Analyzer Software Questions RC 5 (15) System Device 74 Questions RC 6 (5) 25 35 Questions RC 7 (12) Computer SystemNetwork Card Web Server Questions RC 8 (12) 30 30 Questions RC 9 (2)70 Questions RC 10 (3) Server Questions RC 11 (25) 26 Common Questions Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 54
  55. 55. Proposed SolutionRoot Cause Analyzer 16 bits How many 32 bits bits is the application? 64 bits The devices No Yes are well plugged? XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos55
  56. 56. Proposed Solution Root Cause Analyzer Software Questions RC 5 (15) System Device 74 Questions RC 6 (5) 25 35 Questions RC 7 (12) Computer SystemNetwork Card Web Server Questions RC 8 (12) 30 30 Questions RC 9 (2)70 Questions RC 10 (3) Server Questions RC 11 (25) 26 Common Questions Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 56
  57. 57. Proposed Solution Root Cause Analyzer Software Questions RC 5 (15) System Device 74 Questions RC 6 (5) 25 35 Questions RC 7 (12) Computer SystemNetwork Card Web Server Questions RC 8 (12) 30 30 Questions RC 9 (2)70 Questions RC 10 (3) Server Questions RC 11 (25) 26 Common Questions Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 57
  58. 58. Proposed SolutionRoot Cause Analyzer 16 bits How many 32 bits bits is the application? 64 bits The devices No Yes are well plugged? No Network Yes card detected? XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos58
  59. 59. Proposed Solution Root Cause Analyzer Software Questions RC 5 (15) System Device 74 Questions RC 6 (5) 25 35 Questions RC 7 (12) Computer SystemNetwork Card Web Server Questions RC 8 (12) 30 30 Questions RC 9 (2)70 Questions RC 10 (3) Server Questions RC 11 (25) 26 Common Questions Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 59
  60. 60. Proposed Solution Root Cause Analyzer Software Questions RC 5 (15) System Device 74 Questions RC 6 (5) 25 35 Questions RC 7 (12) Computer SystemNetwork Card Web Server Questions RC 8 (12) 30 30 Questions RC 9 (2)70 Questions RC 10 (3) Server Questions RC 11 (25) 26 Common Questions Third Party Services Web Server 5 20 XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos 60
  61. 61. Proposed SolutionRoot Cause Analyzer 16 bits How many 32 bits bits is the application? 64 bits The devices No Yes are well plugged? No Network Yes card detected? Network No card is configured correctly? Network card Yes not configured XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos61

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