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Case Study V: Help Desk Service

Case Study V: Help Desk Service. CSCI 8710 Fall 2008. Help Desk System. A high-tech company w/ 21,600 employees who access a variety of resources A new help-desk application is being designed: Access to a DB of Frequently Asked Questions (FAQ). Keyword-based search.

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Case Study V: Help Desk Service

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  1. Case Study V: Help Desk Service CSCI 8710 Fall 2008

  2. Help Desk System • A high-tech company w/ 21,600 employees who access a variety of resources • A new help-desk application is being designed: • Access to a DB of Frequently Asked Questions (FAQ). Keyword-based search. • Creation of help tickets. If the FAQ DB does not solve the problem a help ticket is created. • Tracking and verification of the status of open help tickets.

  3. Help Desk System

  4. Data for Application Sizing

  5. Worload Intensities • Calculate λ for FAQ, ticket, and status functions during peak period … • Design E-R model of DB to hold FAQs, tickets, etc. • Translate E-R model to DB design (tables) • Estimate cardinality of tables (rows * row size)

  6. Entity-Relationship Model for theDatabase Design

  7. Database Design for the Help-DeskSystem

  8. Database Table Data

  9. Specifying Transaction Logic forSPE Purposes • Use a language that captures the major structural components of a transaction. • Loops and average number of times executed. • Branch statements and branching probabilities. • Switch statements and case probabilities. • Database access (i.e., select and update) statements. • Estimate number of I/Os per transaction • Use benchmark data and number of i/os to estimate the CPU time • Example of such a language: Clisspe

  10. Transaction Logic for Query onFAQ Database

  11. Transaction Logic for the Creationof a New Ticket

  12. Transaction Logic for Viewing theStatus of Open Tickets

  13. Estimating Number of I/Os • Estimate the number of I/Os per database access statement. • Consider the existence and types of indexes on the tables. • Estimate the number of index blocks accessed. • Estimate the number of data pages accessed.

  14. B*-Tree Indexes

  15. B-Tree Calculations

  16. Indexes for the Database Tables

  17. Estimating No. I/Os Due to a SelectStatement

  18. Database Table Sizes

  19. Computing Number of I/Os

  20. Computing Number of I/Os

  21. Computing Number of I/Os

  22. Computing Service Demands

  23. The Software Development Life Cycle and Inputs to SPE

  24. Traditional Software Development Life Cycle • Common approach: • consider Functional Requirements only during development and check Performance Requirements at the end. • fix the system if performance is not good! • Problem: • it is very costly and time consuming to fix the problem after the system is ready! • fixing the problem may imply major software rewrites.

  25. Integrating Software Performance EngineeringInto the Software Development Life Cycle

  26. Service Demand Generation

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