Transcript ARCHITECTURE AND IMPLEMENTATION

SYMIAN:
Analysis and Performance
Improvement of the IT Incident
Management Process
Group 5
Presented by Xiao ZHENG
Jiaming GUO
09/10/2012
OUTLINE
 1. Introduction
 2. SYMIAN TOOLS

SYMIAN Model of IT Support Organizations

Options for Optimizing Performance

Architecture and Implementation

Experimental Results
 3. Conclusion and Future Work
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INTRODUCTION
 WHAT is SYMIAN (SYMulation for Incident
Analysis):
A TOOL: to improve the performance of the incident
management;
-build model of Incident management process;
-evaluate performance;
-assess likely improvements;
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INTRODUCTION
ANALYSIS OF
THE INCIDENT
MANAGEMENT
IN IT SUPPORT
ORGANITIONS
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INTRODUCTION
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OUTLINE
 1. Introduction
 2. SYMIAN TOOLS

SYMIAN Model of IT Support Organizations

Options for Optimizing Performance

Architecture and Implementation

Experimental Results
 3. Conclusion and Future Work
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SYMIAN Model of IT Support Organizations
 We can consider each support group gi with i=1......N. Which is
modeled as a G/G/si queue.
 Each element of the transition matrix T represents the
probability that transfer from support group gi to support group gj
The definition of ai and ci
The SYMIAN SIMULATE PROCESS
STARTS
OFF-DUTY OPERATOR
QUEUE
BUSY OPERATOR
AVAILABLE OPERATOR
NEXT QUEUE
FINISH
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OUTLINE
 1. Introduction
 2. SYMIAN TOOLS

SYMIAN Model of IT Support Organizations

Options for Optimizing Performance

Architecture and Implementation

Experimental Results
 3. Conclusion and Future Work
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Options for optimizing performance
(1). Removing support groups.
Its effect: the new closure vector will be (𝑐𝑖′ ) = (𝑐𝑖 )/(1 − 𝑐𝑁 ). (where 𝑐𝑁 ≠ 1 )
′
the new transition matrix is (𝑡𝑖𝑗
) = (𝑡𝑖𝑗 )/(1 − 𝑡𝑁𝑗 ).
(2). Creating support groups.
Its effect: the matrix is extended with the row (𝑡 ′ N+1, j) =(to𝑗).
It will also be extended with the column (𝑡 ′ i, N+1) =(fromi).
(3). Merging support groups.
It is equivalent to the removal of each group , followed by the creation of a
new group.
The ratio between the volume of incidents processed at each group need to be
considered.
Options for optimizing performance
(4). Splitting support groups.
It is equivalent to the removal of the old group , followed by the addition
of two new groups.
The incident volume for each of the two new groups should be considered.
(5). Changing staffing levels, work shifts, and incident management
policies.
The new staffing level should be defined with respect to the previous one .
More realistic working shifts : 8-hour-per-day.
Management policies can be changed at each support group.
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OUTLINE
 1. Introduction
 2. SYMIAN TOOLS

SYMIAN Model of IT Support Organizations

Options for Optimizing Performance

Architecture and Implementation

Experimental Results
 3. Conclusion and Future Work
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ARCHITECTURE AND IMPLEMENTATION
9 components:
Configuration Interface(CI)
User Interface (UI)
Configuration manager(CM)
Parameter Identification
Module(PIM)
Simulation Core (SC) has three
sub-components:
1) Incident Generator (IG)
2) Incident Response
Coordinator(IRC)
3) Incident Processor ( IP)
Data Collector (DC)
Trace Analyzer (TA)
Statistics Module (SM)
Reporting Module (RM)
OUTLINE
 1. Introduction
 2. SYMIAN TOOLS

SYMIAN Model of IT Support Organizations

Options for Optimizing Performance

Architecture and Implementation

Experimental Results
 3. Conclusion and Future Work
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EXPERIMENTAL RESULTS
A. Model Inference and Validation
EXPERIMENTAL RESULTS
Model Inference and Validation
EXPERIMENTAL RESULTS
B. Evaluation of Configuration Changes
 1.calculate the bottleneck score
for each support group: BSi =
( FIi + FOi ) *RIi
 2.SG22 and SG39 are the major
performance bottlenecks of the
organization
 3.optimizing SG22 and SG39
might improve the
performance of the BailUsOut
IT support organization
EXPERIMENTAL RESULTS
B. Evaluation of Configuration Changes
 In order to improve the organization performance: increasing the
operator efficiency and emulating an improvement in operator
performance
 launched a 40-round simulation to assess: MTTR improvement: 17.18%,
MICD improvement: 2.05%
 Better to split SG22 and SG 39 rather than merge SG22 and SG39
 small changes to the configuration of support groups with a large fan in
and fan out can have a relatively large impact on the whole system
behavior
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OUTLINE
 1. Introduction
 2. SYMIAN TOOLS

SYMIAN Model of IT Support Organizations

Options for Optimizing Performance

Architecture and Implementation

Experimental Results
 3. Conclusion and Future Work
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CONCLUSIONS AND FUTURE WORK
 To optimize the performance of large-scale IT
support organizations is complex
 SYMIAN is tool for the performance optimization
of incident management in IT support
organizations
 In SYMIAN evaluation, open queuing network
models could reproduce the behavior of real-life
IT support organizations with a very high degree
of accuracy, which calls for further study of
bringing deeper understanding
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THE END
THANK YOU
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