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

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