{"title":"Automating ITSM Incident Management Process","authors":"Rajeev Gupta, K. H. Prasad, M. Mohania","doi":"10.1109/ICAC.2008.22","DOIUrl":"https://doi.org/10.1109/ICAC.2008.22","url":null,"abstract":"Service desks are used by customers to report IT issues in enterprise systems. Most of these service requests are resolved by level-1 persons (service desk attendants) by providing information/quick-fix solutions to customers. For each service request, level- 1 personnel identify important keywords and see if the incoming request is similar to any historic incident. Otherwise, an incident ticket is created and, with other related information, forwarded to incident's subject matter expert (SME). Incident management process is used for managing the life cycle of all incidents. An organization spends lots of resources to keep its IT resources incident free and, therefore, timely resolution of incoming incident is required to attain that objective. Currently, the incident management process is largely manual, error prone and time consuming. In this paper, we use information integration techniques and machine learning to automate various processes in the incident management workflow. We give a method for correlating the incoming incident with configuration items (CIs) stored in Configuration management database (CMDB). Such a correlation can be used for correctly routing the incident to SMEs, incident investigation and root cause analysis. In our technique, we discover relevant CIs by exploiting the structured and unstructured information available in the incident ticket. We present efficient algorithm which gives more than 70% improvement in accuracy of identifying the failing component by efficiently browsing relationships among CIs.","PeriodicalId":436716,"journal":{"name":"2008 International Conference on Autonomic Computing","volume":"55 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132445310","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Just-in-Time Server Provisioning Using Virtual Machine Standby and Request Prediction","authors":"F. Machida, M. Kawato, Y. Maeno","doi":"10.1109/ICAC.2008.13","DOIUrl":"https://doi.org/10.1109/ICAC.2008.13","url":null,"abstract":"Server provisioning is a practical technique to reconfigure a shared server and to improve resource utilization of servers in datacenters and enterprise systems. For the complex systems, however, long process of server provisioning impedes prompt solutions to system problems. This paper proposes a technique to shorten the provisioning processing time after the occurrence of the provisioning request by speculative provisioning execution on a virtual machine as standby. In order to start the provisioning execution in advance, a prediction method for the provisioning request is required. This paper presents a prediction model based on the logistic regression model using system performance metrics. From the evaluation using the actual performance data of enterprise systems, for 50% of the server provisioning requests, the provisioning processing time after the request is shorten over 10 minutes by using the 20-minutes look-ahead request prediction model.","PeriodicalId":436716,"journal":{"name":"2008 International Conference on Autonomic Computing","volume":"40 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133230651","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Semantic-Driven Model Composition for Accurate Anomaly Diagnosis","authors":"Saeed Ghanbari, C. Amza","doi":"10.1109/ICAC.2008.33","DOIUrl":"https://doi.org/10.1109/ICAC.2008.33","url":null,"abstract":"In this paper, we introduce a semantic-driven approach to system modeling for improving the accuracy of anomaly diagnosis. Our framework composes heterogeneous families of models, including generic statistical models, and resource-specific models into a belief network, i.e., Bayesian network. Given a set of models which sense the behavior of various system components, the key idea is to incorporate expert knowledge about the system structure and dependencies within this structure, as meta-correlations across components and models. Our approach is flexible, easily extensible and does not put undue burden on the system administrator. Expert beliefs about the system hierarchy, relationships and known problems can guide learning, but do not need to be fully specified. The system dynamically evolves its beliefs about anomalies over time. We evaluate our prototype implementation on a dynamic content site running the TPC-W industry-standard e- commerce benchmark. We sketch a system structure and train our belief network using automatic fault injection. We demonstrate that our technique provides accurate problem diagnosis in cases of single and multiple faults. We also show that our semantic-driven modeling approach effectively finds the component containing the root cause of injected anomalies, and avoids false alarms for normal changes in environment or workload.","PeriodicalId":436716,"journal":{"name":"2008 International Conference on Autonomic Computing","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122127647","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Dealing with Quality Tradeoffs during Service Selection","authors":"C. Herssens, Ivan Jureta, Stéphane Faulkner","doi":"10.1109/ICAC.2008.8","DOIUrl":"https://doi.org/10.1109/ICAC.2008.8","url":null,"abstract":"In a service-oriented system (SoS) service requests define tasks to execute and quality of service (QoS) criteria to optimize. A service request is submitted to an automated service selector in the SoS, which allocates tasks to those service that, together, can \"best\" satisfy the given QoS criteria. When the selector cannot optimize simultaneously the given QoS criteria, users need to specify priorities over the said criteria. Accounting for users' QoS priorities is therefore necessary during service selection. Once specified by the requester, quality properties will be used by the selector to lead autonomic optimization of the service selection process. We outline and test a selection approach that accommodates priorities and that is based on available multi criteria decision making techniques.","PeriodicalId":436716,"journal":{"name":"2008 International Conference on Autonomic Computing","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-06-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128970080","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}