Automation of Message Handling in Cloud-based Managed Service

Abstract—As the scale of the computer systems becomes very large and complex in the latest cloud data centers, the operations of these systems should be more efficient. We analyzed the operations of an actual data center and found that approximately 30% of the time was spent on system message handling. We proposed a concept of an automated message handling system for a cloud-based managed service. This system is based on modeling an operator's actions in a state transition model. We built a prototype system and evaluated its performance for three months on an actual data center. We observed that approximately 80% of the message handling was automated with the system.