Experience report on applying software analytics in incident management of online service

As online services become more and more popular, incident management has become a critical task that aims to minimize the service downtime and to ensure high quality of the provided services. In practice, incident management is conducted through analyzing a huge amount of monitoring data collected a...

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Bibliographic Details
Published in:Automated software engineering 2017-12, Vol.24 (4), p.905-941
Main Authors: Lou, Jian-Guang, Lin, Qingwei, Ding, Rui, Fu, Qiang, Zhang, Dongmei, Xie, Tao
Format: Article
Language:English
Subjects:
Artificial Intelligence
Computer Science
Data processing
Engineers
Mathematical analysis
Software
Software Engineering/Programming and Operating Systems
Technology transfer
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Summary:As online services become more and more popular, incident management has become a critical task that aims to minimize the service downtime and to ensure high quality of the provided services. In practice, incident management is conducted through analyzing a huge amount of monitoring data collected at runtime of a service. Such data-driven incident management faces several significant challenges such as the large data scale, complex problem space, and incomplete knowledge. To address these challenges, we carried out 2-year software-analytics research where we designed a set of novel data-driven techniques and developed an industrial system called the Service Analysis Studio (SAS) targeting real scenarios in a large-scale online service of Microsoft. SAS has been deployed to worldwide product datacenters and widely used by on-call engineers for incident management. This paper shares our experience about using software analytics to solve engineers pain points in incident management, the developed data-analysis techniques, and the lessons learned from the process of research development and technology transfer.
ISSN:0928-8910
1573-7535
DOI:10.1007/s10515-017-0218-1