A Solution for Identifying the Root Cause ofProblems in IT Change ManagementRicardo L. dos Santos, Juliano A. Wickboldt, R...
Outline•   Introduction•   Related Work•   Proposed Solution    • Diagnosis Process    • Information Model    • Conceptual...
Introduction•   Context    • The complexity of IT infrastructure makes the IT      processes a critical mission    • ITIL ...
Introduction•   IT Problem Management    • Defines how lifecycle of IT problems is managed    • Its main goals are      • ...
Introduction•   Current Scenario    • Organizations use tools for to help in analysis and      identification of the root ...
Introduction•   Problems    • Often diagnoses are not completed correctly due to      outdated cases    • The complexity o...
Introduction•   Objectives    • Propose an interactive method for identifying causes of      failure in change processes  ...
Proposed Solution Diagnosis Process     Help Desk       Root Cause                                      Operator          ...
Proposed SolutionConceptual Architecture        Change                  Change                                            ...
Proposed SolutionInformation Model                                           ManagedElement ManagedSystem                 ...
Proposed SolutionRoot Cause Analyzer        Operator                   Reports the                    incident            ...
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Proposed SolutionRoot Cause Analyzer        Operator                                  Log                                 ...
Proposed SolutionRoot Cause Analyzer•   An example of the affected IT infrastructure                      Malia Project – ...
Proposed SolutionRoot Cause Analyzer                  Log                  Log               CI                 Log       ...
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Proposed SolutionRoot Cause Analyzer           Log           Log          Log                     CI                      ...
Proposed Solution Root Cause Analyzer                                                                                     ...
Proposed Solution               Root Cause Analyzer                                                          Software     ...
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Solução Proposta               Root Cause Analyzer                                                                 Softwar...
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Example Selection of Questions               Current Version                                                              ...
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Example Selection of Questions               Current Version                                                              ...
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Results          Question                 Question                     Question                    Question               ...
Conclusion and Future Work•    The proposed solution proved to be feasible with     the following features     • Interacti...
Conclusion and Future Work•    Melhorar o bootstrpping do sistema•    Improve the selection algorithms     • Consider othe...
Thanks for your attention!       Questions?
Proposed SolutionRoot Cause Analyzer                                                                                Catego...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of QuestionsCurrent Version             16 bits             How many                     32 bits        ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of QuestionsCurrent Version             16 bits             How many                     32 bits        ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of QuestionsCurrent Version             16 bits             How many                     32 bits        ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of Questions               Current Version                                                              ...
Example Selection of QuestionsCurrent Version             16 bits             How many                     32 bits        ...
Upcoming SlideShare
Loading in …5
×

A Solution for Identifying the Root Cause of Problems in IT Change Management

383 views
294 views

Published on

Presentation performed in IM 2011.

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
383
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
5
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

A Solution for Identifying the Root Cause of Problems in IT Change Management

  1. 1. A Solution for Identifying the Root Cause ofProblems in IT Change ManagementRicardo L. dos Santos, Juliano A. Wickboldt, Roben C. Lunardi, Bruno L. Dalmazo,Lisandro Z. Granville and Luciano P. GasparyFederal University of Rio Grande do Sul, BrazilClaudio BartoliniHewlett Packard Laboratories, Palo Alto, USAMarianne HickeyHewlett Packard Laboratories, Bristol, UK© 2009 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice Labs & Institute of Informatics – UFRGS Malia Project – HP
  2. 2. Outline• Introduction• Related Work• Proposed Solution • Diagnosis Process • Information Model • Conceptual Architecture • Root Cause Analyzer• Conclusion and Future Work Malia Project – HP Labs & Institute of Informatics – UFRGS2 Wednesday, March 06, 2013
  3. 3. 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 Malia Project – HP Labs & Institute of Informatics – UFRGS3 Wednesday, March 06, 2013
  4. 4. 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 Malia Project – HP Labs & Institute of Informatics – UFRGS4 Wednesday, March 06, 2013
  5. 5. 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 Malia Project – HP Labs & Institute of Informatics – UFRGS5 Wednesday, March 06, 2013
  6. 6. 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 Malia Project – HP Labs & Institute of Informatics – UFRGS6 Wednesday, March 06, 2013
  7. 7. 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 Malia Project – HP Labs & Institute of Informatics – UFRGS7 Wednesday, March 06, 2013
  8. 8. Proposed Solution Diagnosis Process Help Desk Root Cause Operator Analyzer IR RC Iterative DiagnosisIncident Report Question Answered Root Cause Selection Question Malia Project – HP Labs & Institute of Informatics – UFRGS 9 Wednesday, March 06, 2013
  9. 9. Proposed SolutionConceptual Architecture 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 Malia Project – HP Labs & Institute of Informatics – UFRGS10 Wednesday, March 06, 2013
  10. 10. Proposed SolutionInformation Model 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 Malia Project – HP Labs & Institute of Informatics – UFRGS11 Wednesday, March 06, 2013
  11. 11. Proposed SolutionRoot Cause Analyzer Operator Reports the incident Log Log CI Log CICI CI Priority … Malia Project – HP Labs & Institute of Informatics – UFRGS14
  12. 12. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS15 Wednesday, March 06, 2013
  13. 13. Proposed SolutionRoot Cause Analyzer Operator Log Log CI Log CICI IDENTIFIES: •Logs of previous diagnoses •RCs, Questions and Answers (categories) •Affected CIs Malia Project – HP Labs & Institute of Informatics – UFRGS16
  14. 14. Proposed SolutionRoot Cause Analyzer• An example of the affected IT infrastructure Malia Project – HP Labs & Institute of Informatics – UFRGS
  15. 15. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS18
  16. 16. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS19 Wednesday, March 06, 2013
  17. 17. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS20
  18. 18. Proposed Solution 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 21
  19. 19. Proposed Solution Root Cause Analyzer Software System Device Computer SystemNetwork Card Web Server Server Third Party Services Web Server Malia Project – HP Labs & Institute of Informatics – UFRGS 22
  20. 20. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS23 Wednesday, March 06, 2013
  21. 21. 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 24 6 March, 2013
  22. 22. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS25 Wednesday, March 06, 2013
  23. 23. Example Selection of Questions Current Version Application System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 Malia Project – HP Labs & Institute of Informatics – UFRGS 26 6 March, 2013
  24. 24. Example Selection of Questions Current Version Software System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 Malia Project – HP Labs & Institute of Informatics – UFRGS 27 6 March, 2013
  25. 25. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS28 Wednesday, March 06, 2013
  26. 26. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 29 6 March, 2013
  27. 27. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS30 Wednesday, March 06, 2013
  28. 28. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 31 6 March, 2013
  29. 29. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS32 Wednesday, March 06, 2013
  30. 30. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS33 Wednesday, March 06, 2013
  31. 31. Results 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 34 Wednesday, March 06, 2013
  32. 32. Conclusion and Future Work• 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 – UFRGS35 Wednesday, March 06, 2013
  33. 33. Conclusion and Future Work• Melhorar o bootstrpping do sistema• Improve the selection algorithms • Consider other metrics (age) • Consider other selection methods (popularity) Malia Project – HP Labs & Institute of Informatics – UFRGS36 Wednesday, March 06, 2013
  34. 34. Thanks for your attention! Questions?
  35. 35. Proposed SolutionRoot 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 Malia Project – HP Labs & Institute of Informatics – UFRGS38 Wednesday, March 06, 2013
  36. 36. Example Selection of Questions Current Version Software System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 Malia Project – HP Labs & Institute of Informatics – UFRGS 39 6 March, 2013
  37. 37. Example Selection of Questions Current Version Application System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 Malia Project – HP Labs & Institute of Informatics – UFRGS 40 6 March, 2013
  38. 38. Example Selection of Questions Current Version Software System Device 74 95 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 Malia Project – HP Labs & Institute of Informatics – UFRGS 41 6 March, 2013
  39. 39. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 42 6 March, 2013
  40. 40. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 43 6 March, 2013
  41. 41. Example Selection of QuestionsCurrent Version 16 bits How many 32 bits bits is the application? 64 bits Malia Project – HP Labs & Institute of Informatics – UFRGS44 6 March, 2013
  42. 42. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 45 6 March, 2013
  43. 43. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 46 6 March, 2013
  44. 44. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 47 6 March, 2013
  45. 45. Example Selection of Questions Current Version Software System Device 74 25 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 Malia Project – HP Labs & Institute of Informatics – UFRGS 48 6 March, 2013
  46. 46. Example Selection of Questions Current Version Software System Device 74 25 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 Malia Project – HP Labs & Institute of Informatics – UFRGS 49 6 March, 2013
  47. 47. Example Selection of Questions Current Version Software System Device 74 25 35 Computer SystemNetwork Card Web Server 30 70 30 Server 26 Third Party Services Web Server 5 20 Malia Project – HP Labs & Institute of Informatics – UFRGS 50 6 March, 2013
  48. 48. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 51 6 March, 2013
  49. 49. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 52 6 March, 2013
  50. 50. Example Selection of QuestionsCurrent Version 16 bits How many 32 bits bits is the application? 64 bits The devices No Yes are well plugged? Malia Project – HP Labs & Institute of Informatics – UFRGS53 6 March, 2013
  51. 51. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 54 6 March, 2013
  52. 52. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 55 6 March, 2013
  53. 53. Example Selection of QuestionsCurrent Version 16 bits How many 32 bits bits is the application? 64 bits The devices No Yes are well plugged? No Network Yes card detected? Malia Project – HP Labs & Institute of Informatics – UFRGS56 6 March, 2013
  54. 54. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 57 6 March, 2013
  55. 55. Example Selection of Questions Current Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS 58 6 March, 2013
  56. 56. Example Selection of QuestionsCurrent Version 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 Malia Project – HP Labs & Institute of Informatics – UFRGS59 6 March, 2013

×