Signature based Problem Solving

Prakash Venkatraman

Sr Architect

Oracle Corp. India

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Agenda

• Introduction• ITIL – An overview• Problem Management – Goals & Objectives• Knowledge Assisted Problem Resolution

• Signature Matching Technology

• Q & A

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Introduction

• About • Oracle

• On-demand

• Service Engineering Group

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ITIL – An overview

The Information Technology Infrastructure Library (ITIL) defines the organisational structure and skill requirements of an IT organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure. The operational procedures and practices are supplier independent and apply to all aspects within the IT Infrastructure.

Benefits

• reduced costs • improved IT services through the use of proven best practice processes • improved customer satisfaction through a more professional approach to service delivery • standards and guidance • improved productivity • improved use of skills and experience • improved delivery of third party services through the specification of ITIL or ISO 20000 as the

standard for service delivery in services procurements.

Problem Management Goals

• Minimize the adverse impact of Incidents and Problems on the business, and to prevent recurrence of Incidents related to these errors.

• In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation.

• The Problem Management process has both reactive and proactive aspects. • The reactive aspect is concerned with solving Problems in response to

one or more Incidents. • Proactive Problem Management is concerned with identifying and

solving Problems and Known Errors before Incidents occur in the first place.

Signature Matching Technology (SMT)

Process

Stores pre-defined root causes and matches in a repository

Collect the Problem Definition from Customers

Relies on the log files and/or signatures of an application

Looks for possible match for all the problems defined

Does a matching & generate report.

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Knowledge Assisted Problem Resolution

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Steps involved….

• Categorize the problem into symptoms• Define Workflows for every symptom/problem• Associate corresponding workflows and run them to match the root

cause• Match possible root cause to a problem/Solution

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What is RCA?

Q&Q U E S T I O N SQ U E S T I O N SA N S W E R SA N S W E R S

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Thank you

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Backup slides