Apresentação realizada no SBRC 2011.

1. Uma Solução para Identificação da Causa Raiz de
Problemas no Gerenciamento de Mudanças de TI
Ricardo L. dos Santos, Juliano A. Wickboldt, Roben C. Lunardi, Bruno L. Dalmazo,
Lisandro Z. Granville e Luciano P. Gaspary
Universidade Federal do Rio Grande do Sul, Brasil
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos

2. Roteiro
• Introdução
• Solução Proposta
• Processo de Diagnóstico
• Modelo de Informação
• Arquitetura Conceitual
• Root Cause Analyzer
• Outputs
• Conclusão
• Trabalhos Futuros
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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
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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
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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
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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
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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
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8. Solução Proposta
Processo de Diagnóstico
Help Desk Root Cause Operator
Analyzer
IR RC
Iterative Diagnosis
Incident Report Question Answered Root Cause
Selection Question
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9. Solução Proposta
Arquitetura 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
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10. Solução Proposta
Modelo 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
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11. Solução Proposta
Root Cause Analyzer
Operator
Reports the
incident
Log
Log CI
Log CICI
CI
Priority
…
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
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12. Solução Proposta
Root 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 Distribuídos
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13. Solução Proposta
Root 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
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14. Solução Proposta
Root Cause Analyzer
• Um exemplo de infraestrutura de TI
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15. Solução Proposta
Root 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 Distribuídos
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16. Solução Proposta
Root 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 Distribuídos
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17. Solução Proposta
Root 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 Distribuídos
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18. Solução Proposta
Root Cause Analyzer
RC RC RC
System Computer System Server Web Server RC RC RC
RC RC RC
Application Web Server RC RC RC
RC RC RC
Device Network Cards RC
RC RC
RC
RC RC
Third 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
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19. Solução Proposta
Root Cause Analyzer
Software
System
Device
Computer System
Network Card
Web Server
Server
Third Party Services
Web Server
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20. Solução Proposta
Root 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 Distribuídos
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21. Solução Proposta
Root 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 Distribuídos
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22. Solução Proposta
Root Cause Analyzer
Software
System
Device
74 95 35
Computer System
Network 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
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23. Solução Proposta
Root 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 Distribuídos
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24. Solução Proposta
Root Cause Analyzer
Software
System
Device
74 95 35
Computer System
Network Card
Web Server
30 70 30
Server
26
Third Party Services
Web Server
5
20
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25. Solução Proposta
Root Cause Analyzer
Software
System
Device
74 95 35
Computer System
Network 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
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26. Solução Proposta
Root 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 Distribuídos
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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
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28. Solução Proposta
Root 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 Distribuídos
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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
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30. Solução Proposta
Root 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 Distribuídos
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31. Solução Proposta
Root 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
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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: 16
Answers: 88% YES Answers: 63,6% NO Answers: 75% NO Answers: 73,2% NO Answers: 77,8% NO Answers: 93,7% YES
Operator’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
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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: 16
Answers: 88% YES Answers: 63,6% NO Answers: 75% NO Answers: 73,2% NO Answers: 77,8% NO Answers: 93,7% YES
Operator’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
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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
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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?
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36. Obrigado pela sua atenção!
Perguntas?

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
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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
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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 Distribuídos
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40. Solução Proposta
Root 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 Distribuídos
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41. Proposed Solution
Root Cause Analyzer
Software
System
Device
74 95 35
Computer System
Network Card
Web Server
30 70 30
Server
26
Third Party Services
Web Server
5
20
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42. Proposed Solution
Root Cause Analyzer
Application
System
Device
74 95 35
Computer System
Network Card
Web Server
30 70 30
Server
26
Third Party Services
Web Server
5
20
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43. Proposed Solution
Root Cause Analyzer
Software
System
Device
74 95 35
Computer System
Network Card
Web Server
30 70 30
Server
26
Third Party Services
Web Server
5
20
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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
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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
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46. Proposed Solution
Root Cause Analyzer
16 bits How many 32 bits
bits is the
application?
64 bits
XXIX Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos
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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
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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
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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. Proposed Solution
Root Cause Analyzer
Software
System
Device
74 25 35
Computer System
Network 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. Proposed Solution
Root Cause Analyzer
Software
System
Device
74 25 35
Computer System
Network 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. Proposed Solution
Root Cause Analyzer
Software
System
Device
74 25 35
Computer System
Network 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. Proposed Solution
Root Cause Analyzer
Software
Questions RC 5 (15)
System
Device
74 Questions RC 6 (5) 25 35
Questions RC 7 (12)
Computer System
Network 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. Proposed Solution
Root Cause Analyzer
Software
Questions RC 5 (15)
System
Device
74 Questions RC 6 (5) 25 35
Questions RC 7 (12)
Computer System
Network 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. Proposed Solution
Root 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 Distribuídos
55

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 System
Network 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. Proposed Solution
Root Cause Analyzer
Software
Questions RC 5 (15)
System
Device
74 Questions RC 6 (5) 25 35
Questions RC 7 (12)
Computer System
Network 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. Proposed Solution
Root 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 Distribuídos
58

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 System
Network 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. Proposed Solution
Root Cause Analyzer
Software
Questions RC 5 (15)
System
Device
74 Questions RC 6 (5) 25 35
Questions RC 7 (12)
Computer System
Network 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. Proposed Solution
Root 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 Distribuídos
61