Apollo Final Presentation

OPERATIONS SERVICES
IT Process Improvement
Improve Alerting Based on Statistical Controls
(Part of Operations Services Incident Reduction Program)
Intern Project – Summer 2014
Alexandra Koziak
Prashant Bhushan
July 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
8/1/2014 © 2014 Apollo Education Group, Inc. All Rights Reserved. 2

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

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)

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

Acknowledgements
 Our Mentors
• William Jubeck and Rodney Baba
 ITOC
• Daniel Maciulla
 Tools Team
• Nathanial Smalley and Eric Wise
 All of Apollo Technology!

Appendix
Western Electric Zone Rules

Appendix
Example Dashboard Pt. 1

Appendix
Example Dashboard Pt. 2

Appendix
About 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

Apollo Final Presentation

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