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OPERATIONS SERVICES
IT Process Improvement
Improve Alerting Based on Statistical Controls(Part of Operations Services Incident Reduction Program)
Intern Project – Summer 2014
Alexandra KoziakPrashant BhushanJuly 31st, 2014
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Problem Statement & Objective Problem:
Large volume of alerts received by ITOC Many of these alerts are
Non-actionable alerts False positives
Attributed to fixed control limits
Objective: Provide more meaningful alerts to the ITOC
Reduce noise through the use of Statistics Enable pro-active intervention Increase visibility of server resource utilization Minimize disruption to normal business operations
Scope: Focus on server resources
Disk Utilization, CPU Utilization and Memory Utilization Primary Revenue Generating Services
Lead Generation, Classroom Support and Classroom Delivery
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Project Description
Implement dynamic statistical process controls for server resources on our primary Revenue Generating Services (Lead Generation, Classroom Delivery, Classroom Support) Characterize server resource utilization Calculate control limits Generate alerts using Westinghouse rules Provide “Out of Control” (OOC) notification system
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Current Status
Pilot (Discussion Servers)
Running in Pre-Prod since July 14th Over 50% useful Previously undetected server anomaly detected Highlights abnormal behavior during outages Lessons Learned
Duplicate notifications Server Groupings
Unable to tell if system would have prevented any outages
Characterization Completed and Control Limits Calculated
Lead Generation (LeadServer, WebLeads) Classroom Delivery (Portal, Classroom Materials) Classroom Support (IS3 A, IS3 E, IS3 F, S3)
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Next Steps
Complete Internship Complete Discussion Pilot
• Discuss with ITOC to determine applicability for production Implement remaining server groups (as time allows)
Future Opportunities: Continue characterization of other server groups
• Lead Generation (Q-Task, Predictive Dialer, LIAR)• Classroom Services (Admission Workbench, Programs Workbench, Support
Workbench) Expand to Corporate Applications Expand to other KPIs (Database, Middleware, Network) Capacity Management Identify Continuous Improvement Opportunities
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Acknowledgements
Our Mentors• William Jubeck and Rodney Baba
ITOC• Daniel Maciulla
Tools Team• Nathanial Smalley and Eric Wise
All of Apollo Technology!
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AppendixWestern Electric Zone Rules
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AppendixWestern Electric Zone Rules
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AppendixExample Dashboard Pt. 1
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AppendixExample Dashboard Pt. 2
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AppendixAbout the Interns
Alexandra Koziak University of Miami (FL) B.S.B.A. in Computer Information Systems Minor in Mathematics Graduating May 2015
Prashant Bhushan University of Arizona Masters in Information Systems Graduating December 2014