Write a Blog >>
Wed 11 Nov 2020 01:05 - 01:06 at Virtual room 2 - Cloud / Services 1

In recent years, more and more traditional shrink-wrapped software is provided as 7x24 online services. Incidents (events that lead to service disruptions or outages) could affect service availability and cause great financial loss. Therefore, mitigating the incidents is important and time critical. In practice, a document describing a mitigation process, called a troubleshooting guide (TSG), is usually used to reduce the Time To Mitigate (TTM). To investigate the usage of TSGs in real-world online services, we conduct the first empirical study on 18 real-world, large-scale online service systems in Microsoft. We analyze the distribution and characteristics of TSGs among all incident records in the past two years. According to our study, 27.2% incidents have TSG records and 36.2% of them occurred at least twice. Besides, on average developers spend around 36.3% of the entire mitigation time on locating the desired TSGs.

Our study shows that incidents could occur repeatedly and TSGs could be reused to facilitate incident mitigation. Motivated by our empirical study, we propose an automated TSG recommendation approach, DeepRmd, by leveraging the textual similarity between incident description and its corresponding TSG using deep learning techniques. We evaluate the effectiveness of DeepRmd on 18 online service systems. The results show that DeepRmd can recommend the correct TSG as the Top 1 returned result for 80.3% incidents, which significantly outperforms two baseline approaches.

Wed 11 Nov
Times are displayed in time zone: (UTC) Coordinated Universal Time change

01:00 - 01:02
Talk
Research Papers
Alex CummaudoDeakin University, Australia, Scott BarnettDeakin University, Australia, Rajesh VasaDeakin University, Australia, John GrundyMonash University, Australia, Mohamed AbdelrazekDeakin University, Australia
DOI
01:03 - 01:04
Talk
Industry Papers
Jiazhen GuFudan University, China, Jiaqi WenPeking University, China, Zijian WangFudan University, China, Pu ZhaoMicrosoft Research, China, Chuan LuoMicrosoft Research, China, Yu KangMicrosoft Research, China, Yangfan ZhouFudan University, China, Li YangMicrosoft Azure, USA, Jeffrey SunMicrosoft Azure, USA, Zhangwei XuMicrosoft, China, Bo QiaoMicrosoft Research, China, Liqun LiMicrosoft Research, China, Qingwei LinMicrosoft Research, China, Dongmei ZhangMicrosoft Research, China
DOI
01:05 - 01:06
Talk
Industry Papers
Jiajun JiangTianjin University, China, Weihai LuPeking University, China, Junjie ChenTianjin University, China, Qingwei LinMicrosoft Research, China, Pu ZhaoMicrosoft Research, China, Yu KangMicrosoft Research, China, Hongyu ZhangUniversity of Newcastle, Australia, Yingfei XiongPeking University, Feng GaoMicrosoft, China, Zhangwei XuMicrosoft, China, Yingnong DangMicrosoft, USA, Dongmei ZhangMicrosoft Research, China
DOI
01:07 - 01:08
Talk
Research Papers
Yujun ChenMicrosoft Research, China, Xian YangHong Kong Baptist University, China, Hang DongMicrosoft Research, China, Xiaoting HeChinese Academy of Sciences, China, Hongyu ZhangUniversity of Newcastle, Australia, Qingwei LinMicrosoft Research, China, Junjie ChenTianjin University, China, Pu ZhaoMicrosoft Research, China, Yu KangMicrosoft Research, China, Feng GaoMicrosoft, China, Zhangwei XuMicrosoft, China, Dongmei ZhangMicrosoft Research, China
DOI
01:09 - 01:10
Talk
Tool Demos
Anup K. KaliaIBM Research, USA, Jin XiaoIBM Research, USA, Chen LinIBM Research, USA, Saurabh SinhaIBM Research, John RofranoIBM Research, USA, Maja VukovicIBM Research, USA, Debasish BanerjeeIBM, n.n.
DOI
01:11 - 01:12
Talk
Tool Demos
Alex CummaudoDeakin University, Australia, Scott BarnettDeakin University, Australia, Rajesh VasaDeakin University, Australia, John GrundyMonash University, Australia
DOI
01:13 - 01:14
Talk
Industry Papers
Zhuangbin ChenChinese University of Hong Kong, China, Yu KangMicrosoft Research, China, Liqun LiMicrosoft Research, China, Xu ZhangMicrosoft Research, China, Hongyu ZhangUniversity of Newcastle, Australia, Hui XuFudan University, China, Yangfan ZhouFudan University, China, Li YangMicrosoft Azure, USA, Jeffrey SunMicrosoft Azure, USA, Zhangwei XuMicrosoft, China, Yingnong DangMicrosoft, USA, Feng GaoMicrosoft, China, Pu ZhaoMicrosoft Research, China, Bo QiaoMicrosoft Research, China, Qingwei LinMicrosoft Research, China, Dongmei ZhangMicrosoft Research, China, Michael LyuCUHK
DOI Media Attached File Attached
01:15 - 01:30
Talk
Paper Presentations
Alex CummaudoDeakin University, Australia, Anup K. KaliaIBM Research, USA, Jiajun JiangTianjin University, China, Zhuangbin ChenChinese University of Hong Kong, China, M: Satish ChandraFacebook, USA