Defining a Serviceability Architecture Framework
Authors: Donald Allen, William Parkhurst
Abstract: The application of Serviceability as an integral part of the server and network product development process and the complete lifecycle of a product requires a methodology that can accurately and consistently identify and measure product serviceability issues and provide a means to measure change throughout. Cisco has developed a Serviceability Architecture and Design Framework (SADF) that can be used to conduct product serviceability audits and provide feedback into the product development and support process in a consistent, longitudinal manner. The SADF is composed of three main components; 1) Serviceability Architecture Framework, 2) Design Functions and Requirements, and 3) Process for Utilizing the SADF. The focus of this paper will be to introduce and describe the history of the Serviceability Architecture Framework (SAF) which is the foundation of the SADF.The Serviceability Architecture Framework is composed of 8 subsystems; Deployment Design, Installation, Configuration, Monitoring, Notification, Diagnostic, Troubleshooting, and Learning Engine. The subsystems are augmented by a set of services that are common across the subsystems (centralized management, documentation, logging, hardware, user experience, and application programming interface (API). Finally the architecture identifies the sources of information that provide input into the different architectural components and the desired outputs for the subsystems operating on the inputs.This paper will introduce a system process model that identifies the scope of serviceability areas in the context of customer product acquisition and system deployment and management. The architecture subsystems will be described in the context of this model and the details of the subsystems, their interdependencies, and their inputs and outputs will be introduced and discussed.
Keywords: Serviceability, Architecture, Framework
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