case study v: help desk service csci 8710 fall 2008
TRANSCRIPT
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Case Study V: Help Desk Service
CSCI 8710Fall 2008
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Help Desk System
• A high-tech company w/ 21,600 employees who access a variety of resources
• A new help-desk application is being designed:– Access to a DB of Frequently Asked Questions
(FAQ). Keyword-based search. – Creation of help tickets. If the FAQ DB does not
solve the problem a help ticket is created. – Tracking and verification of the status of open
help tickets.
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Help Desk System
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Data for Application Sizing
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Worload Intensities
• Calculate λ for FAQ, ticket, and status functions during peak period …
• Design E-R model of DB to hold FAQs, tickets, etc.
• Translate E-R model to DB design (tables)• Estimate cardinality of tables (rows * row size)
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Entity-Relationship Model for theDatabase Design
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Database Design for the Help-DeskSystem
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Database Table Data
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Specifying Transaction Logic forSPE Purposes
• Use a language that captures the major structural components of a transaction.– Loops and average number of times executed.– Branch statements and branching probabilities.– Switch statements and case probabilities.– Database access (i.e., select and update) statements.
• Estimate number of I/Os per transaction• Use benchmark data and number of i/os to
estimate the CPU time• Example of such a language: Clisspe
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Transaction Logic for Query onFAQ Database
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Transaction Logic for the Creationof a New Ticket
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Transaction Logic for Viewing theStatus of Open Tickets
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Estimating Number of I/Os
• Estimate the number of I/Os per database access statement.– Consider the existence and types of indexes on
the tables.– Estimate the number of index blocks accessed.– Estimate the number of data pages accessed.
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B*-Tree Indexes
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B-Tree Calculations
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Indexes for the Database Tables
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Estimating No. I/Os Due to a SelectStatement
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Database Table Sizes
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Computing Number of I/Os
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Computing Number of I/Os
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Computing Number of I/Os
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Computing Service Demands
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The Software Development Life Cycle and Inputs to SPE
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Traditional Software Development Life Cycle
• Common approach:– consider Functional Requirements only during
development and check Performance Requirements at the end.
– fix the system if performance is not good!• Problem:– it is very costly and time consuming to fix the
problem after the system is ready!– fixing the problem may imply major software
rewrites.
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Integrating Software Performance EngineeringInto the Software Development Life Cycle
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Service Demand Generation
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