一句话：首次实证研究微软在线服务中故障排查指南的使用，并提出有效推荐技术以缩短事故缓解时间。
在线服务需 7x24 运行，事故会导致服务中断和财务损失，因此及时缓解事故至关重要。实践中，描述缓解流程的故障排查指南（TSG）常被用于降低缓解时间（TTM），但开发者往往需耗费大量时间定位所需 TSG。论文首次对 Microsoft 18 个真实大规模在线服务系统近两年的事故记录开展实证研究，分析 TSG 的分布与特征，发现 27.2% 的事故有 TSG 记录，其中 36.2% 至少发生两次；平均而言，开发者约 36.3% 的整个缓解时间用于定位目标 TSG。基于这些发现，题目表明论文提出一种有效的 TSG 推荐技术，以帮助更快找到合适指南、降低 TTM。
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.
DOI 原文 ·
@inproceedings{paperbot5801,
title = {How to mitigate the incident? an effective troubleshooting guide recommendation technique for online service systems},
author = {Jiajun Jiang and Weihai Lu and Junjie Chen and Qingwei Lin and Pu Zhao and Yu Kang and Hongyu Zhang and Yingfei Xiong and Feng Gao and Zhangwei Xu and Yingnong Dang and Dongmei Zhang},
booktitle = {FSE},
year = {2020},
doi = {10.1145/3368089.3417054}
}