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MotivationUser needs are becoming more dependent on the Internet Problems can occur anywhere in the Internet Users have no control over these problems, and often neither do their direct providers! Increased support calls are NOT the answer$* Poor error messages todayUser doesn t understand the problem, only the symptom Error message pop-ups often aren t helpful to users Event logs aren t really any better Technical information is only useful to technical experts who don t have access to end-users machines GoalsReduce number of support calls Help the user/app help itself where possible Locate the correct party to contact if not Reduce the time spent on support calls that do occur6Y5Y5  Focus on what the user wants!User doesn t want to have to call anyone User doesn t want to get email about an outage User doesn t want to go to some web site to find out User just wants the application to work If it doesn t work, user often wants to know when it will work If application is non-interactive, application may want to retry as soon as it is fixed (e.g. search engine) User also wants to know that someone is working on fixing the problem If user policy decision needed, user wants choices BP. Multiple Adminstrative Entities  bPolicy Principles Freedom of information: Outage info should be available to all those affected by it. Privacy: Outage info should be available only to those affected by it. Freedom of speech: Any entity should be able to report a problem, whether or not it is trusted. Conservation of effort: Perform the minimum work needed to troubleshoot the problem.Q=!N>Solution FrameworkSelf-diagnosing, self-healing: Naming: identification of a problem instance Message routing: getting problem instance to capable agent Methodology: structured process for confirming, diagnosing, repairing, etc. Domain-specific classes/agents Self-improving: Learning what possible causes are the most likely Learning what is normal/abnormal within a class Reporting on agent behavior for improvements\PPPP  Architecture Separation of RolesEngine Maintains cause-effect tree Handles message routing Implements core methodology Helper Classes Implement simple API Embed knowledge about one component type Generate causal hypotheses that are treated just like client reportsxPP$Example TCPIP-related Helper Classes%%(SummaryIt s not just about one network being self-managing We need to improve the end-user experience Handling multiple administrative domains is a core issue Structured methodology aids in problem analysis Today too many things are ad hoc High-level methodology should be independent of component-specific knowledge Provides extensibility Facilitates appropriate learning at both levels 4ZdZ0Z!ZMZGZZd0!MG/   0` 33` Sf3f` 33g` f` www3PP` ZXdbmo` \ғ3y`Ӣ` 3f3ff` 3f3FKf` hk]wwwfܹ` ff>>\`Y{ff` R>&- {p_/̴>?" dd@,|?" dd@   " @ ` n?" dd@   @@``PR    @ ` ` p>> f(    6  `}  T Click to edit Master title style! !  0  `  RClick to edit Master text styles Second level Third level Fourth level Fifth level!     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Multiple Adminstrative EntitiesSolution Framework ArchitectureSeparation of Roles%Example TCPIP-related Helper ClassesSummary  Fonts UsedDesign TemplateEmbedded OLE Servers Slide Titles e Titles  8@ _PID_HLINKSAtmailto:dthaler@microsoft.com#_ 0Dave ThalerDave Thaler  !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxy{zRoot EntrydO)Zf PicturesCurrent User)ASummaryInformation(PowerPoint Document( DocumentSummaryInformation8@o Drawing/ 0LDArialЃS 0Ѓ0hhM 0@ .  @n?" dd@  @@`` xV   ,/X$"$A gNr*] 0AA@wsʚ;/{3ʚ;g4?d?dPY 04ppp@ <4dddd4k 0hL<4!d!d4k 0hL 80___PPT10 ? -O  =0Automating Network Diagnostics to Help End-Users11(!Dave Thaler dthaler@microsoft.com  0 ! MotivationUser needs are becoming more dependent on the Internet Problems can occur anywhere in the Internet Users have no control over these problems, and often neither do their direct providers! Increased support calls are NOT the answer$* Poor error messages todayUser doesn t understand the problem, only the symptom Error message pop-ups often aren t helpful to users Event logs aren t really any better Technical information is only useful to technical experts who don t have access to end-users machines GoalsReduce number of support calls Help the user/app help itself where possible Locate the correct party to contact if not Reduce the time spent on support calls that do occur6Y5Y5  Focus on what the user wants!User doesn t want to have to call anyone User doesn t want to get email about an outage User doesn t want to go to some web site to find out User just wants the application to work If it doesn t work, user often wants to know when it will work If application is non-interactive, application may want to retry as soon as it is fixed (e.g. search engine) User also wants to know that someone is working on fixing the problem If user policy decision needed, user wants choices BP. Multiple Adminstrative Entities  bPolicy Principles Freedom of information: Outage info should be available to all those affected by it. Privacy: Outage info should be available only to those affected by it. Freedom of speech: Any entity should be able to report a problem, whether or not it is trusted. Conservation of effort: Perform the minimum work needed to troubleshoot the problem.Q=!N>Solution FrameworkSelf-diagnosing, self-healing: Naming: identification of a problem instance Message routing: getting problem instance to capable agent Methodology: structured process for confirming, diagnosing, repairing, etc. Domain-specific classes/agents Self-improving: Learning what possible causes are the most likely Learning what is normal/abnormal within a class Reporting on agent behavior for improvements\PPPP  Architecture Separation of RolesEngine Maintains cause-effect tree Handles message routing Implements core methodology Helper Classes Implement simple API Embed knowledge about one component type Generate causal hypotheses that are treated just like client reportsxPP$Example TCPIP-related Helper Classes%%(SummaryIt s not just about one network being self-managing We need to improve the end-user experience Handling multiple administrative domains is a core issue Structured methodology aids in problem analysis Today too many things are ad hoc High-level methodology should be independent of component-specific knowledge Provides extensibility Facilitates appropriate learning at both levels 4ZdZ0Z!ZMZGZZd0!MG/$ 0  $(  r  S  oa> a r  S d^a `   a H  0޽h ? 3380___PPT10.Gf`Br"N1  !"#$%&'(*Oh+'0 `h    (4Automating Network Diagnostics to Help End-Users Dave Thaler Dave Thaler47Microsoft Office PowerPoint@? @ Hf@`7SfGpg  6  y--$xx--'@Arial-.  2 q1."Systems-@Arial-. 62 0Automating Network Diagnostics .-@Arial-. 2 ;+ to Help End.-@Arial-.  2 ;Z-.-@Arial-. 2 ;]Users.-@Arial-. 2 K= Dave Thaler.-@Arial-. '2 V+dthaler@microsoft.com.-՜.+,0    On-screen ShowMicrosoft Corporation