2013
Ricardo Luis dos Santos, Juliano Araujo Wickboldt, Bruno Lopes Dalmazo, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, Roben Castagna Lunardi
Identifying the root cause of failures in IT changes: Novel strategies and trade-offs Inproceedings
In: 13th IFIP/IEEE International Symposium on Integrated Network Management (IM 2013), Ghent, Belgium, May 27-31, 2013, pp. 118–125, IEEE, 2013, ISSN: 1573-0077.
Abstract Links BibTeX Tags: Change Management Problem Management Root Cause Analysis
@inproceedings{DBLP:conf/im/SantosWDGGL13,
title = {Identifying the root cause of failures in IT changes: Novel strategies and trade-offs},
author = {Ricardo Luis dos Santos and Juliano Araujo Wickboldt and Bruno Lopes Dalmazo and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary and Roben Castagna Lunardi},
url = {http://ieeexplore.ieee.org/document/6572977/},
issn = {1573-0077},
year = {2013},
date = {2013-01-01},
booktitle = {13th IFIP/IEEE International Symposium on Integrated Network Management (IM 2013), Ghent, Belgium, May 27-31, 2013},
pages = {118--125},
publisher = {IEEE},
abstract = {Despite the Change and Problem Management have received significant attention from the academic community in recent years, the developed solutions do not identify the root cause of failures in IT Changes and, in some cases, only detect software failures. To address this, in this paper, we introduce four strategies to identify root cause of problems based on an interactive approach, in which the Diagnosis System questions a human operator. The strategies introduced and evaluated in this paper are built upon a system we have developed previously, but whose root cause identification was more rudimentary. A case study that uses the improved solution is conducted for the purpose of analyzing the diagnostics generated. Thus, it was possible to compare the diagnostics generated by each strategy, identifying any trends.},
keywords = {Change Management, Problem Management, Root Cause Analysis},
pubstate = {published},
tppubtype = {inproceedings}
}
2011
Ricardo Luis dos Santos, Juliano Araujo Wickboldt, Roben Castagna Lunardi, Bruno Lopes Dalmazo, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, Claudio Bartolini, Marianne Hickey
A solution for identifying the root cause of problems in IT change management Inproceedings
In: 12th IFIP/IEEE International Symposium on Integrated Network Management, IM 2011, Dublin, Ireland, 23-27 May 2011, pp. 586–593, IEEE, 2011, ISSN: 1573-0077, (Mini conference paper).
Abstract Links BibTeX Tags: Change Management ITIL Problem Management Root Cause Analysis
@inproceedings{DBLP:conf/im/SantosWLDGGBH11,
title = {A solution for identifying the root cause of problems in IT change management},
author = {Ricardo Luis dos Santos and Juliano Araujo Wickboldt and Roben Castagna Lunardi and Bruno Lopes Dalmazo and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary and Claudio Bartolini and Marianne Hickey},
url = {https://doi.org/10.1109/INM.2011.5990563},
doi = {10.1109/INM.2011.5990563},
issn = {1573-0077},
year = {2011},
date = {2011-01-01},
booktitle = {12th IFIP/IEEE International Symposium on Integrated Network Management, IM 2011, Dublin, Ireland, 23-27 May 2011},
pages = {586--593},
publisher = {IEEE},
abstract = {The reuse of knowledge acquired by operators to diagnose failures in Information Technology (IT) infrastructures has potential to decrease the recurrence of failures and, consequently, reduce possible losses and maintenance costs. Nevertheless, existing solutions to support failure diagnosis lack of flexibility to adapt to a constantly changing IT environment. As a result, diagnostic is performed in an ad hoc and static fashion, which hampers the reuse of knowledge to solve similar failures affecting different elements of an IT infrastructure. To bridge this gap, in this paper we propose an extension of Common Information Model (CIM), supported by a conceptual solution for the identification of the root causes of problems, adaptable to changes in the target infrastructure and applicable to similar failures. Experiments carried out considering typical failures during the deployment of IT changes provide evidence about the efficacy of the proposed solution.},
note = {Mini conference paper},
keywords = {Change Management, ITIL, Problem Management, Root Cause Analysis},
pubstate = {published},
tppubtype = {inproceedings}
}
Ricardo Luis dos Santos, Juliano Araujo Wickboldt, Roben Castagna Lunardi, Bruno Lopes Dalmazo, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary
Identificação Interativa da Causa Raiz de Problemas em Execuções de Mudanças de TI Inproceedings
In: 29º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2011, Campo Grande, Brazil, May 30-June 3, 2011, pp. 891–904, SBC, 2011, ISSN: 2177-496X, (In portuguese).
Abstract Links BibTeX Tags: Change Management ITIL Problem Management Root Cause Analysis
@inproceedings{conf/sbrc/dosSantosProblems11,
title = {Identificação Interativa da Causa Raiz de Problemas em Execuções de Mudanças de TI},
author = {Ricardo Luis dos Santos and Juliano Araujo Wickboldt and Roben Castagna Lunardi and Bruno Lopes Dalmazo and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary},
url = {https://www.inf.ufrgs.br/~jwickboldt/wp-content/uploads/SBRC-2011-Identificação-Interativa-da-Causa-Raiz-de-Problemas-em-Execuções-de-Mudanças-de-TI.pdf},
issn = {2177-496X},
year = {2011},
date = {2011-01-01},
booktitle = {29º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2011, Campo Grande, Brazil, May 30-June 3, 2011},
pages = {891--904},
publisher = {SBC},
abstract = {The reuse of knowledge acquired by operators to diagnose failures inInformation Technology (IT) infrastructures has potential to improve the processof root cause identification of recurring failures, minimizing potential losses andmaintenance costs. Nevertheless, in existing solutions the diagnostic process isperformed in an ad hoc and static fashion, which hampers the reuse of knowledgein recurring and similar failures. In previous work, we have proposeda solution to identify the root cause of reccuring problems in IT change management,adaptable to the current state of target infrastructure. In this paper weextend our previous this solution, improving the root cause identification process.Experiments carried out considering recurring failures provide evidenceabout the improvements in new version of solution compared to the previousresults.},
note = {In portuguese},
keywords = {Change Management, ITIL, Problem Management, Root Cause Analysis},
pubstate = {published},
tppubtype = {inproceedings}
}