User-Engagement Score and SLIs/SLOs/SLAs Measurements Correlation of E-Business Projects Through Big Data Analysis

Solomiia Fedushko,Taras Ustyianovych,Tomas Peracek,Yuriy Syerov

doi:10.3390/app10249112

Solomiia Fedushko, Taras Ustyianovych + Show 2 more

Open Access

https://doi.org/10.3390/app10249112

Copy DOI

Abstract

The Covid-19 crisis lockdown caused rapid transformation to remote working/learning modes and the need for e-commerce-, web-education-related projects development, and maintenance. However, an increase in internet traffic has a direct impact on infrastructure and software performance. We study the problem of accurate and quick web-project infrastructure issues/bottleneck/overload identification. The research aims to achieve and ensure the reliability and availability of a commerce/educational web project by providing system observability and Site Reliability Engineering (SRE) methods. In this research, we propose methods for technical condition assessment by applying the correlation of user-engagement score and Service Level Indicators (SLIs)/Service Level Objectives (SLOs)/Service Level Agreements (SLAs) measurements to identify user satisfaction types along with the infrastructure state. Our solution helps to improve content quality and, mainly, detect abnormal system behavior and poor infrastructure conditions. A straightforward interpretation of potential performance bottlenecks and vulnerabilities is achieved with the developed contingency table and correlation matrix for that purpose. We identify big data and system logs and metrics as the central sources that have performance issues during web-project usage. Throughout the analysis of an educational platform dataset, we found the main features of web-project content that have high user-engagement and provide value to services’ customers. According to our study, the usage and correlation of SLOs/SLAs with other critical metrics, such as user satisfaction or engagement improves early indication of potential system issues and avoids having users face them. These findings correspond to the concepts of SRE that focus on maintaining high service availability.

Highlights

Hardware and software technical assessment of an educational web project in the face of the increased need for their use creates many challenges, and requires fast and objective data-driven operations and decisions
The article provides a framework for improving technical equipment reliability and availability, and detection of insufficient resource allocation, which can lead to profit, users, or customers’ loss, and harms business competition, especially during a crisis
We propose the application of user-engagement and Site Reliability Engineering tools with the concept of Service Level Objectives/Service Level Agreement in an efficient way using real-time monitoring, due to the fact that it allows organizations to make web-project infrastructure observable and achieve data-driven decision making

Summary

Introduction

Hardware and software technical assessment of an educational web project in the face of the increased need for their use creates many challenges, and requires fast and objective data-driven operations and decisions. This need is especially relevant during the Covid-19 crisis, as it forces educational and business institutions to make the necessary migration to the online mode. Educational institutions have faced the need to provide teachers with a flexible IT infrastructure that empowers efficient deployment of educational materials and courses both in regular times and in a state of emergency [1].

Methods

Results

Conclusion