Malia Project – HP Labs & Institute of Informatics – UFRGS © 2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
A Solution for Identifying the Root Cause of Problems in IT Change Management Ricardo L. dos Santos, Juliano A. Wickboldt, Roben C. Lunardi, Bruno L. Dalmazo, Lisandro Z. Granville and Luciano P. Gaspary
Federal University of Rio Grande do Sul, Brazil
Claudio Bartolini
Hewlett Packard Laboratories, Palo Alto, USA
Marianne Hickey
Hewlett Packard Laboratories, Bristol, UK
Malia Project – HP Labs & Institute of Informatics – UFRGS
• Introduction
• Related Work
• Proposed Solution
• Diagnosis Process
• Information Model
• Conceptual Architecture
• Root Cause Analyzer
• Conclusion and Future Work
Outline
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Malia Project – HP Labs & Institute of Informatics – UFRGS
Introduction
• Context
• The complexity of IT infrastructure makes the IT processes a critical mission
• ITIL has become important for IT processes
• IT Change Management
• Defines how the IT infrastructure must evolve in a consistent and safe fashion
• Defines how changes should be conducted
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Malia Project – HP Labs & Institute of Informatics – UFRGS
Introduction
• IT Problem Management
• Defines how lifecycle of IT problems is managed
• Its main goals are
• Preventing the occurrence of IT related problems
• Eliminating recurring problems
• Minimizing the impact of problems that cannot be prevented
• Allows to simplify procedures for detecting the root cause of IT problems and reducing the associated costs
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Introduction
• Current Scenario
• Organizations use tools for to help in analysis and identification of the root cause of failures
• When they do not point directly into the root cause, is able to provide important information to the responsible technical staff
• Enables the reuse of knowledge, which results in a reduction of associated costs
• However, these tools have serious limitations, such as
• The description of cases in diagnostic tools is performed in ad hoc fashion
• Poor reusability of cases
• Low maintainability
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Introduction
• Problems
• Often diagnoses are not completed correctly due to outdated cases
• The complexity of IT infrastructure where the failure occurs is ignored
• Data of previous diagnoses are not considered
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Introduction
• Objectives
• Propose an interactive method for identifying causes of failure in change processes
• Based on information of the diagnosis of previous failures in change activities
• Considering the affected IT infrastructure
• Optimize the root cause identification process of failures in IT changes
• Reuse the knowledge acquired in previous diagnoses
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Iterative Diagnosis
Proposed Solution Diagnosis Process
Incident Report Answered
Question
Root Cause Question
Selection
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IR RC
Help Desk Root Cause
Analyzer
Operator
Malia Project – HP Labs & Institute of Informatics – UFRGS
Config. Mgmt.
Database
Diagnosis System
Change Management System
Change
Planner
Change
Designer
Proposed Solution Conceptual Architecture
Operator
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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
Malia Project – HP Labs & Institute of Informatics – UFRGS
Proposed Solution Information Model
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▲ 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
Malia Project – HP Labs & Institute of Informatics – UFRGS
Log Log Log CI CI CI
Proposed Solution Root Cause Analyzer
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Reports the
incident
CI
Priority
…
Operator
Malia Project – HP Labs & Institute of Informatics – UFRGS
Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
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Log Log Log CI CI CI
Proposed Solution Root Cause Analyzer
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IDENTIFIES:
•Logs of previous diagnoses
•RCs, Questions and Answers (categories)
•Affected CIs
Operator
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Proposed Solution Root Cause Analyzer
• An example of the affected IT infrastructure
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Proposed Solution Root Cause Analyzer
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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
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Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
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Proposed Solution Root Cause Analyzer
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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
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Proposed Solution Root Cause Analyzer
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System Computer System Server Web Server
Application Web Server
Device Network Cards
Third Party Services
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Proposed Solution Root Cause Analyzer
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Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
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Solução Proposta Root Cause Analyzer
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Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
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Example Selection of Questions Current Version
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Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
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Example Selection of Questions Current Version
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Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Questions RC 1,3 (50)
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Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
Malia Project – HP Labs & Institute of Informatics – UFRGS
Example Selection of Questions Current Version
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Questions RC 3 (40)
Questions RC 4 (25)
Questions RC 1,3 (50)
Malia Project – HP Labs & Institute of Informatics – UFRGS
Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
Malia Project – HP Labs & Institute of Informatics – UFRGS
Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
Malia Project – HP Labs & Institute of Informatics – UFRGS
Results
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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
Malia Project – HP Labs & Institute of Informatics – UFRGS
Conclusion and Future Work
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• The proposed solution proved to be feasible with the following features
• Interactive
• Considering the affected IT infrastructure
• Based on information of the previous diagnoses
• Reuse the knowledge acquired
• Optimize the root cause identification process of failures in IT changes
Malia Project – HP Labs & Institute of Informatics – UFRGS
Conclusion and Future Work
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• Melhorar o bootstrpping do sistema
• Improve the selection algorithms
• Consider other metrics (age)
• Consider other selection methods (popularity)
Thanks for your attention!
Questions?
Malia Project – HP Labs & Institute of Informatics – UFRGS
Root Cause Analyzer
Weight Calculator Question Verifier
Proposed Solution Root Cause Analyzer
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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
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Example Selection of Questions Current Version
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Questions RC 3 (40)
Questions RC 4 (25)
Qestions RC 1, 3 (50)
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Questions RC 4 (25)
Common Questions
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Example Selection of Questions Current Version
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How many
bits is the
application?
16 bits 32 bits
64 bits
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Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Common Questions
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Questions RC 4 (25)
Common Questions
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95 – 70 = 25
Questions RC 1 (10)
Questions RC 2 (20)
Questions RC 3 (40)
Questions RC 4 (25)
Common Questions
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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)
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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)
Malia Project – HP Labs & Institute of Informatics – UFRGS
Example Selection of Questions Current Version
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How many
bits is the
application?
16 bits 32 bits
64 bits
The devices
are well
plugged?
No Yes
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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)
Malia Project – HP Labs & Institute of Informatics – UFRGS
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Example Selection of Questions Current Version
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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)
Malia Project – HP Labs & Institute of Informatics – UFRGS
Example Selection of Questions Current Version
56 6 March, 2013
How many
bits is the
application?
16 bits 32 bits
64 bits
The devices
are well
plugged?
Network
card
detected?
No Yes
No Yes
Malia Project – HP Labs & Institute of Informatics – UFRGS
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70
Example Selection of Questions Current Version
57 6 March, 2013
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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)
Malia Project – HP Labs & Institute of Informatics – UFRGS
We
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erv
er
We
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erv
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70
Example Selection of Questions Current Version
58 6 March, 2013
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)
Malia Project – HP Labs & Institute of Informatics – UFRGS
Example Selection of Questions Current Version
59 6 March, 2013
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