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Software developers balance a variety of different tasks in a workweek, yet the allocation of time often differs from what they consider ideal. Identifying and addressing these deviations is crucial for organizations aiming to enhance the productivity and well-being of the developers. In this paper, we present the findings from a survey of 484 software developers at Microsoft, which aims to identify the key differences between how developers would like to allocate their time during an ideal workweek versus their actual workweek. Our analysis reveals significant deviations between a developer's ideal workweek and their actual workweek, with a clear correlation: as the gap between these two workweeks widens, we observe a decline in both productivity and satisfaction. By examining these deviations in specific activities, we assess their direct impact on the developers' satisfaction and productivity. Additionally, given the growing adoption of AI tools in software engineering, both in the industry and academia, we identify specific tasks and areas that could be strong candidates for automation. In this paper, we make three key contributions: 1) We quantify the impact of workweek deviations on developer productivity and satisfaction 2) We identify individual tasks that disproportionately affect satisfaction and productivity 3) We provide actual data-driven insights to guide future AI automation efforts in software engineering, aligning them with the developers' requirements and ideal workflows for maximizing their productivity and satisfaction., Comment: ICSE SEIP 2025

Large Language Model (LLM) inference workloads handled by global cloud providers can include both latency-sensitive and insensitive tasks, creating a diverse range of Service Level Agreement (SLA) requirements. Managing these mixed workloads is challenging due to the complexity of the inference stack, which includes multiple LLMs, hardware configurations, and geographic distributions. Current optimization strategies often silo these tasks to ensure that SLAs are met for latency-sensitive tasks, but this leads to significant under-utilization of expensive GPU resources despite the availability of spot and on-demand Virtual Machine (VM) provisioning. We propose SAGESERVE, a comprehensive LLM serving framework that employs adaptive control knobs at varying time scales, ensuring SLA compliance while maximizing the utilization of valuable GPU resources. Short-term optimizations include efficient request routing to data center regions, while long-term strategies involve scaling GPU VMs out/in and redeploying models to existing VMs to align with traffic patterns. These strategies are formulated as an optimization problem for resource allocation and solved using Integer Linear Programming (ILP). We perform empirical and simulation studies based on production workload traces with over 8M requests using four open-source models deployed across three regions. SAGESERVE achieves up to 25% savings in GPU-hours while maintaining tail latency and satisfying all SLOs, and it reduces the scaling overhead compared to baselines by up to 80%, confirming the effectiveness of our proposal. In terms of dollar cost, this can save cloud providers up to $2M over the course of a month., Comment: 15 pages, 17 figures, 2 tables

Cloud systems are the backbone of today's computing industry. Yet, these systems remain complicated to design, build, operate, and improve. All these tasks require significant manual effort by both developers and operators of these systems. To reduce this manual burden, in this paper we set forth a vision for achieving holistic automation, intent-based system design and operation. We propose intent as a new abstraction within the context of system design and operation. Intent encodes the functional and operational requirements of the system at a high-level, which can be used to automate design, implementation, operation, and evolution of systems. We detail our vision of intent-based system design, highlight its four key components, and provide a roadmap for the community to enable autonomous systems.

Recent Large Language Models (LLMs) have demonstrated satisfying general instruction following ability. However, small LLMs with about 7B parameters still struggle fine-grained format following (e.g., JSON format), which seriously hinder the advancements of their applications. Most existing methods focus on benchmarking general instruction following while overlook how to improve the specific format following ability for small LLMs. Besides, these methods often rely on evaluations based on advanced LLMs (e.g., GPT-4), which can introduce the intrinsic bias of LLMs and be costly due to the API calls. In this paper, we first curate a fully verifiable format following dataset VFF. In contrast to existing works often adopting external LLMs for instruction-following validations, every sample of VFF can be easily validated with a Python function. Further, we propose to leverage this verifiable feature to synthesize massive data for progressively training small LLMs, in order to improve their format following abilities. Experimental results highlight the prevalent limitations in the format following capabilities of 7B level open-source LLMs and demonstrate the effectiveness of our method in enhancing this essential ability., Comment: To appear at Findings of NAACL 2025

Recent advances in generative AI have led to large multi-modal models (LMMs) capable of simultaneously processing inputs of various modalities such as text, images, video, and audio. While these models demonstrate impressive capabilities, efficiently serving them in production environments poses significant challenges due to their complex architectures and heterogeneous resource requirements. We present the first comprehensive systems analysis of two prominent LMM architectures, decoder-only and cross-attention, on six representative open-source models. We investigate their multi-stage inference pipelines and resource utilization patterns that lead to unique systems design implications. We also present an in-depth analysis of production LMM inference traces, uncovering unique workload characteristics, including variable, heavy-tailed request distributions, diverse modal combinations, and bursty traffic patterns. Our key findings reveal that different LMM inference stages exhibit highly heterogeneous performance characteristics and resource demands, while concurrent requests across modalities lead to significant performance interference. To address these challenges, we propose a decoupled serving architecture that enables independent resource allocation and adaptive scaling for each stage. We further propose optimizations such as stage colocation to maximize throughput and resource utilization while meeting the latency objectives.

Cloud platforms remain underutilized despite multiple proposals to improve their utilization (e.g., disaggregation, harvesting, and oversubscription). Our characterization of the resource utilization of virtual machines (VMs) in Azure reveals that, while CPU is the main underutilized resource, we need to provide a solution to manage all resources holistically. We also observe that many VMs exhibit complementary temporal patterns, which can be leveraged to improve the oversubscription of underutilized resources. Based on these insights, we propose Coach: a system that exploits temporal patterns for all-resource oversubscription in cloud platforms. Coach uses long-term predictions and an efficient VM scheduling policy to exploit temporally complementary patterns. We introduce a new general-purpose VM type, called CoachVM, where we partition each resource allocation into a guaranteed and an oversubscribed portion. Coach monitors the oversubscribed resources to detect contention and mitigate any potential performance degradation. We focus on memory management, which is particularly challenging due to memory's sensitivity to contention and the overhead required to reassign it between CoachVMs. Our experiments show that Coach enables platforms to host up to ~26% more VMs with minimal performance degradation., Comment: To appear in 30th ACM International Conference on Architectural Support for Programming Languages and Operating Systems, Volume 2 (ASPLOS'25). 15 pages

AI for IT Operations (AIOps) aims to automate complex operational tasks, such as fault localization and root cause analysis, to reduce human workload and minimize customer impact. While traditional DevOps tools and AIOps algorithms often focus on addressing isolated operational tasks, recent advances in Large Language Models (LLMs) and AI agents are revolutionizing AIOps by enabling end-to-end and multitask automation. This paper envisions a future where AI agents autonomously manage operational tasks throughout the entire incident lifecycle, leading to self-healing cloud systems, a paradigm we term AgentOps. Realizing this vision requires a comprehensive framework to guide the design, development, and evaluation of these agents. To this end, we present AIOPSLAB, a framework that not only deploys microservice cloud environments, injects faults, generates workloads, and exports telemetry data but also orchestrates these components and provides interfaces for interacting with and evaluating agents. We discuss the key requirements for such a holistic framework and demonstrate how AIOPSLAB can facilitate the evaluation of next-generation AIOps agents. Through evaluations of state-of-the-art LLM agents within the benchmark created by AIOPSLAB, we provide insights into their capabilities and limitations in handling complex operational tasks in cloud environments.

We introduce REFA, a family of reference-free alignment methods that optimize over multiple user preferences while enforcing fine-grained length control. Our approach integrates deviation-based weighting to emphasize high-quality responses more strongly, length normalization to prevent trivial short-response solutions, and an EOS-probability regularizer to mitigate dataset-induced brevity biases. Theoretically, we show that under the Uncertainty Reduction with Sequence Length Assertion (URSLA), naive length normalization can still incentivize length-based shortcuts. By contrast, REFA corrects these subtle incentives, guiding models toward genuinely more informative and higher-quality outputs. Empirically, REFA sets a new state-of-the-art among reference-free alignment methods, producing richer responses aligned more closely with human preferences. Compared to a base supervised fine-tuned (SFT) mistral-7b model that achieves 8.4% length-controlled win rate (LC-WR) and 6.2% win rate (WR), our best REFA configuration attains 21.62% LC-WR and 19.87% WR on the AlpacaEval v2 benchmark. This represents a substantial improvement over both the strongest multi-preference baseline, InfoNCA (16.82% LC-WR, 10.44% WR), and the strongest reference-free baseline, SimPO (20.01% LC-WR, 17.65% WR)

Direct Preference Optimization (DPO) has proven effective in aligning large language models with human preferences but is often constrained to pairwise comparisons -- overlooking additional positive and negative responses that are commonly available in real-world settings. We propose Simultaneous Weighted Preference Optimization (SWEPO), which incorporates multiple responses per query and prioritizes those that deviate most from the average reward. This deviation-based weighting focuses training on the most informative outliers, akin to a built-in curriculum. Theoretically, we prove that such multi-preference sampling lowers alignment bias, bounding the expected deviation from the true acceptable-response distribution at a rate of $\mathcal{O}(\tfrac{1}{\sqrt{k}})$. Empirically, SWEPO outperforms state-of-the-art baselines on the Ultra-Feedback dataset and demonstrates substantial improvements over DPO and InfoNCA, yielding boosts of up to $\sim 4$% on length-controlled win-rate on AlpacaEval.

In a multi-tenant large language model (LLM) serving platform hosting diverse applications, some users may submit an excessive number of requests, causing the service to become unavailable to other users and creating unfairness. Existing fairness approaches do not account for variations in token lengths across applications and multiple LLM calls, making them unsuitable for such platforms. To address the fairness challenge, this paper analyzes millions of requests from thousands of users on MS CoPilot, a real-world multi-tenant LLM platform hosted by Microsoft. Our analysis confirms the inadequacy of existing methods and guides the development of FairServe, a system that ensures fair LLM access across diverse applications. FairServe proposes application-characteristic aware request throttling coupled with a weighted service counter based scheduling technique to curb abusive behavior and ensure fairness. Our experimental results on real-world traces demonstrate FairServe's superior performance compared to the state-of-the-art method in ensuring fairness. We are actively working on deploying our system in production, expecting to benefit millions of customers world-wide.

The difficulty of exploring and training online on real production systems limits the scope of real-time online data/feedback-driven decision making. The most feasible approach is to adopt offline reinforcement learning from limited trajectory samples. However, after deployment, such policies fail due to exogenous factors that temporarily or permanently disturb/alter the transition distribution of the assumed decision process structure induced by offline samples. This results in critical policy failures and generalization errors in sensitive domains like Real-Time Communication (RTC). We solve this crucial problem of identifying robust actions in presence of domain shifts due to unseen exogenous stochastic factors in the wild. As it is impossible to learn generalized offline policies within the support of offline data that are robust to these unseen exogenous disturbances, we propose a novel post-deployment shaping of policies (Streetwise), conditioned on real-time characterization of out-of-distribution sub-spaces. This leads to robust actions in bandwidth estimation (BWE) of network bottlenecks in RTC and in standard benchmarks. Our extensive experimental results on BWE and other standard offline RL benchmark environments demonstrate a significant improvement ($\approx$ 18% on some scenarios) in final returns wrt. end-user metrics over state-of-the-art baselines.

Reward modeling in large language models is susceptible to reward hacking, causing models to latch onto superficial features such as the tendency to generate lists or unnecessarily long responses. In reinforcement learning from human feedback (RLHF) and more generally during post-training flawed reward signals often lead to outputs that optimize for these spurious correlates instead of genuine quality or correctness. We propose Context-Aware Reward Modeling (CARMO), a novel approach that first generates dynamic, context-relevant criteria to ground the reward model before producing reward scores. Unlike prior methods that rely on static rubrics, CARMO leverages large language models (LLMs) to adaptively create evaluation criteria such as logical consistency, clarity, and depth tailored to the user query. Our theoretical analysis shows that such criteria generation can mitigate reward hacking. We further demonstrate that CARMO can be distilled into smaller models, reducing the computational cost of alignment. We establish a new state-of-the-art performance in zero-shot settings for generative models, achieving a 2.1\% improvement on Reward Bench. Furthermore, alignment performed on the CARMO-curated preference dataset achieves 22.5\% and 21.1\% LC-WR and WR, respectively, on Mistral-Base (7B).

Recent self-rewarding large language models (LLM) have successfully applied LLM-as-a-Judge to iteratively improve the alignment performance without the need of human annotations for preference data. These methods commonly utilize the same LLM to act as both the policy model (which generates responses) and the reward model (which scores and ranks those responses). The ranked responses are then used as preference pairs to train the LLM via direct alignment technologies (e.g. DPO). However, it is noteworthy that throughout this process, there is no guarantee of accuracy in the rewarding and ranking, which is critical for ensuring accurate rewards and high-quality preference data. Empirical results from relatively small LLMs (e.g., 7B parameters) also indicate that improvements from self-rewarding may diminish after several iterations in certain situations, which we hypothesize is due to accumulated bias in the reward system. This bias can lead to unreliable preference data for training the LLM. To address this issue, we first formulate and analyze the generalized iterative preference fine-tuning framework for self-rewarding language model. We then introduce the regularization to this generalized framework to mitigate the overconfident preference labeling in the self-rewarding process. Based on this theoretical insight, we propose a Consistency Regularized sElf-rewarding lAnguage Model (CREAM) that leverages the rewarding consistency across different iterations to regularize the self-rewarding training, helping the model to learn from more reliable preference data. With this explicit regularization, our empirical results demonstrate the superiority of CREAM in improving both reward consistency and alignment performance. The code is publicly available at https://github.com/Raibows/CREAM.

Large Language Model (LLM) workloads have distinct prefill and decode phases with different compute and memory requirements which should ideally be accounted for when scheduling input queries across different LLM instances in a cluster. However existing scheduling algorithms treat LLM workloads as monolithic jobs without considering the distinct characteristics of the two phases in each workload. This leads to sub-optimal scheduling and increased response latency. In this work, we start by characterizing factors affecting the response latency during LLM inference serving. We establish that better load balancing of inference requests across the available LLM instances can improve the end-to-end latency to a larger extent than merely focusing on optimizing the instance-level scheduler. Motivated by our findings, we propose a heuristic-guided reinforcement learning-based intelligent router for data-driven and workload-aware scheduling. Our router schedules queries across LLM instances by leveraging a trainable response-length predictor, and a novel formulation for estimating the impact of mixing different workloads and achieves over 11% lower end-to-end latency than existing approaches on a mix of public datasets and 7.8% lower end-to-end latency on real workload data with diverse input and output trends from Cloud Provider X. Additionally, the proposed framework can also serve as a standard for benchmarking different LLM inference schedulers since it provides the best latency for a given model, hardware, and instance-level scheduler combination., Comment: 16 pages, 10 figures

The rapid growth in the use of Large Language Models (LLMs) and AI Agents as part of software development and deployment is revolutionizing the information technology landscape. While code generation receives significant attention, a higher-impact application lies in using AI agents for operational resilience of cloud services, which currently require significant human effort and domain knowledge. There is a growing interest in AI for IT Operations (AIOps) which aims to automate complex operational tasks, like fault localization and root cause analysis, thereby reducing human intervention and customer impact. However, achieving the vision of autonomous and self-healing clouds through AIOps is hampered by the lack of standardized frameworks for building, evaluating, and improving AIOps agents. This vision paper lays the groundwork for such a framework by first framing the requirements and then discussing design decisions that satisfy them. We also propose AIOpsLab, a prototype implementation leveraging agent-cloud-interface that orchestrates an application, injects real-time faults using chaos engineering, and interfaces with an agent to localize and resolve the faults. We report promising results and lay the groundwork to build a modular and robust framework for building, evaluating, and improving agents for autonomous clouds.

Artificial intelligence has significantly impacted medical applications, particularly with the advent of Medical Large Vision Language Models (Med-LVLMs), sparking optimism for the future of automated and personalized healthcare. However, the trustworthiness of Med-LVLMs remains unverified, posing significant risks for future model deployment. In this paper, we introduce CARES and aim to comprehensively evaluate the Trustworthiness of Med-LVLMs across the medical domain. We assess the trustworthiness of Med-LVLMs across five dimensions, including trustfulness, fairness, safety, privacy, and robustness. CARES comprises about 41K question-answer pairs in both closed and open-ended formats, covering 16 medical image modalities and 27 anatomical regions. Our analysis reveals that the models consistently exhibit concerns regarding trustworthiness, often displaying factual inaccuracies and failing to maintain fairness across different demographic groups. Furthermore, they are vulnerable to attacks and demonstrate a lack of privacy awareness. We publicly release our benchmark and code in https://cares-ai.github.io/., Comment: NeurIPS 2024 Datasets and Benchmarks Track

Time series anomaly detection (TSAD) plays a crucial role in various industries by identifying atypical patterns that deviate from standard trends, thereby maintaining system integrity and enabling prompt response measures. Traditional TSAD models, which often rely on deep learning, require extensive training data and operate as black boxes, lacking interpretability for detected anomalies. To address these challenges, we propose LLMAD, a novel TSAD method that employs Large Language Models (LLMs) to deliver accurate and interpretable TSAD results. LLMAD innovatively applies LLMs for in-context anomaly detection by retrieving both positive and negative similar time series segments, significantly enhancing LLMs' effectiveness. Furthermore, LLMAD employs the Anomaly Detection Chain-of-Thought (AnoCoT) approach to mimic expert logic for its decision-making process. This method further enhances its performance and enables LLMAD to provide explanations for their detections through versatile perspectives, which are particularly important for user decision-making. Experiments on three datasets indicate that our LLMAD achieves detection performance comparable to state-of-the-art deep learning methods while offering remarkable interpretability for detections. To the best of our knowledge, this is the first work that directly employs LLMs for TSAD.

Cloud providers introduce features (e.g., Spot VMs, Harvest VMs, and Burstable VMs) and optimizations (e.g., oversubscription, auto-scaling, power harvesting, and overclocking) to improve efficiency and reliability. To effectively utilize these features, it's crucial to understand the characteristics of workloads running in the cloud. However, workload characteristics can be complex and depend on multiple signals, making manual characterization difficult and unscalable. In this study, we conduct the first large-scale examination of first-party workloads at Microsoft to understand their characteristics. Through an empirical study, we aim to answer the following questions: (1) What are the critical workload characteristics that impact efficiency and reliability on cloud platforms? (2) How do these characteristics vary across different workloads? (3) How can cloud platforms leverage these insights to efficiently characterize all workloads at scale? This study provides a deeper understanding of workload characteristics and their impact on cloud performance, which can aid in optimizing cloud services. Additionally, it identifies potential areas for future research., Comment: 6 figures, 13 Tables

Today, cloud workloads are essentially opaque to the cloud platform. Typically, the only information the platform receives is the virtual machine (VM) type and possibly a decoration to the type (e.g., the VM is evictable). Similarly, workloads receive little to no information from the platform; generally, workloads might receive telemetry from their VMs or exceptional signals (e.g., shortly before a VM is evicted). The narrow interface between workloads and platforms has several drawbacks: (1) a surge in VM types and decorations in public cloud platforms complicates customer selection; (2) essential workload characteristics (e.g., low availability requirements, high latency tolerance) are often unspecified, hindering platform customization for optimized resource usage and cost savings; and (3) workloads may be unaware of potential optimizations or lack sufficient time to react to platform events. In this paper, we propose a framework, called Workload Intelligence (WI), for dynamic bi-directional communication between cloud workloads and cloud platform. Via WI, workloads can programmatically adjust their key characteristics, requirements, and even dynamically adapt behaviors like VM priorities. In the other direction, WI allows the platform to programmatically inform workloads about upcoming events, opportunities for optimization, among other scenarios. Because of WI, the cloud platform can drastically simplify its offerings, reduce its costs without fear of violating any workload requirements, and reduce prices to its customers on average by 48.8%.

The growing complexity of cloud based software systems has resulted in incident management becoming an integral part of the software development lifecycle. Root cause analysis (RCA), a critical part of the incident management process, is a demanding task for on-call engineers, requiring deep domain knowledge and extensive experience with a team's specific services. Automation of RCA can result in significant savings of time, and ease the burden of incident management on on-call engineers. Recently, researchers have utilized Large Language Models (LLMs) to perform RCA, and have demonstrated promising results. However, these approaches are not able to dynamically collect additional diagnostic information such as incident related logs, metrics or databases, severely restricting their ability to diagnose root causes. In this work, we explore the use of LLM based agents for RCA to address this limitation. We present a thorough empirical evaluation of a ReAct agent equipped with retrieval tools, on an out-of-distribution dataset of production incidents collected at Microsoft. Results show that ReAct performs competitively with strong retrieval and reasoning baselines, but with highly increased factual accuracy. We then extend this evaluation by incorporating discussions associated with incident reports as additional inputs for the models, which surprisingly does not yield significant performance improvements. Lastly, we conduct a case study with a team at Microsoft to equip the ReAct agent with tools that give it access to external diagnostic services that are used by the team for manual RCA. Our results show how agents can overcome the limitations of prior work, and practical considerations for implementing such a system in practice.

Cloud service owners need to continuously monitor their services to ensure high availability and reliability. Gaps in monitoring can lead to delay in incident detection and significant negative customer impact. Current process of monitor creation is ad-hoc and reactive in nature. Developers create monitors using their tribal knowledge and, primarily, a trial and error based process. As a result, monitors often have incomplete coverage which leads to production issues, or, redundancy which results in noise and wasted effort. In this work, we address this issue by proposing an intelligent monitoring framework that recommends monitors for cloud services based on their service properties. We start by mining the attributes of 30,000+ monitors from 791 production services at Microsoft and derive a structured ontology for monitors. We focus on two crucial dimensions: what to monitor (resources) and which metrics to monitor. We conduct an extensive empirical study and derive key insights on the major classes of monitors employed by cloud services at Microsoft, their associated dimensions, and the interrelationship between service properties and this ontology. Using these insights, we propose a deep learning based framework that recommends monitors based on the service properties. Finally, we conduct a user study with engineers from Microsoft which demonstrates the usefulness of the proposed framework. The proposed framework along with the ontology driven projections, succeeded in creating production quality recommendations for majority of resource classes. This was also validated by the users from the study who rated the framework's usefulness as 4.27 out of 5.

Incident management for large cloud services is a complex and tedious process and requires significant amount of manual efforts from on-call engineers (OCEs). OCEs typically leverage data from different stages of the software development lifecycle [SDLC] (e.g., codes, configuration, monitor data, service properties, service dependencies, trouble-shooting documents, etc.) to generate insights for detection, root causing and mitigating of incidents. Recent advancements in large language models [LLMs] (e.g., ChatGPT, GPT-4, Gemini) created opportunities to automatically generate contextual recommendations to the OCEs assisting them to quickly identify and mitigate critical issues. However, existing research typically takes a silo-ed view for solving a certain task in incident management by leveraging data from a single stage of SDLC. In this paper, we demonstrate that augmenting additional contextual data from different stages of SDLC improves the performance of two critically important and practically challenging tasks: (1) automatically generating root cause recommendations for dependency failure related incidents, and (2) identifying ontology of service monitors used for automatically detecting incidents. By leveraging 353 incident and 260 monitor dataset from Microsoft, we demonstrate that augmenting contextual information from different stages of the SDLC improves the performance over State-of-The-Art methods.

Despite significant reliability efforts, large-scale cloud services inevitably experience production incidents that can significantly impact service availability and customer's satisfaction. Worse, in many cases one incident can lead to multiple downstream failures due to cascading effects that creates several related incidents across different dependent services. Often time On-call Engineers (OCEs) examine these incidents in silos that lead to significant amount of manual toil and increase the overall time-to-mitigate incidents. Therefore, developing efficient incident linking models is of paramount importance for grouping related incidents into clusters so as to quickly resolve major outages and reduce on-call fatigue. Existing incident linking methods mostly leverages textual and contextual information of incidents (e.g., title, description, severity, impacted components), thus failing to leverage the inter-dependencies between services. In this paper, we propose the dependency-aware incident linking (DiLink) framework which leverages both textual and service dependency graph information to improve the accuracy and coverage of incident links not only coming from same service, but also from different services and workloads. Furthermore, we propose a novel method to align the embeddings of multi-modal (i.e., textual and graphical) data using Orthogonal Procrustes. Extensive experimental results on real-world incidents from 5 workloads of Microsoft demonstrate that our alignment method has an F1-score of 0.96 (14% gain over current state-of-the-art methods). We are also in the process of deploying this solution across 610 services from these 5 workloads for continuously supporting OCEs improving incident management and reducing manual toil.

Root Cause Analysis (RCA) plays a pivotal role in the incident diagnosis process for cloud services, requiring on-call engineers to identify the primary issues and implement corrective actions to prevent future recurrences. Improving the incident RCA process is vital for minimizing service downtime, customer impact and manual toil. Recent advances in artificial intelligence have introduced state-of-the-art Large Language Models (LLMs) like GPT-4, which have proven effective in tackling various AIOps problems, ranging from code authoring to incident management. Nonetheless, the GPT-4 model's immense size presents challenges when trying to fine-tune it on user data because of the significant GPU resource demand and the necessity for continuous model fine-tuning with the emergence of new data. To address the high cost of fine-tuning LLM, we propose an in-context learning approach for automated root causing, which eliminates the need for fine-tuning. We conduct extensive study over 100,000 production incidents, comparing several large language models using multiple metrics. The results reveal that our in-context learning approach outperforms the previous fine-tuned large language models such as GPT-3 by an average of 24.8\% across all metrics, with an impressive 49.7\% improvement over the zero-shot model. Moreover, human evaluation involving actual incident owners demonstrates its superiority over the fine-tuned model, achieving a 43.5\% improvement in correctness and an 8.7\% enhancement in readability. The impressive results demonstrate the viability of utilizing a vanilla GPT model for the RCA task, thereby avoiding the high computational and maintenance costs associated with a fine-tuned model.

Major cloud providers have employed advanced AI-based solutions like large language models to aid humans in identifying the root causes of cloud incidents. Despite the growing prevalence of AI-driven assistants in the root cause analysis process, their effectiveness in assisting on-call engineers is constrained by low accuracy due to the intrinsic difficulty of the task, a propensity for LLM-based approaches to hallucinate, and difficulties in distinguishing these well-disguised hallucinations. To address this challenge, we propose to perform confidence estimation for the predictions to help on-call engineers make decisions on whether to adopt the model prediction. Considering the black-box nature of many LLM-based root cause predictors, fine-tuning or temperature-scaling-based approaches are inapplicable. We therefore design an innovative confidence estimation framework based on prompting retrieval-augmented large language models (LLMs) that demand a minimal amount of information from the root cause predictor. This approach consists of two scoring phases: the LLM-based confidence estimator first evaluates its confidence in making judgments in the face of the current incident that reflects its ``grounded-ness" level in reference data, then rates the root cause prediction based on historical references. An optimization step combines these two scores for a final confidence assignment. We show that our method is able to produce calibrated confidence estimates for predicted root causes, validate the usefulness of retrieved historical data and the prompting strategy as well as the generalizability across different root cause prediction models. Our study takes an important move towards reliably and effectively embedding LLMs into cloud incident management systems.

Incident management for cloud services is a complex process involving several steps and has a huge impact on both service health and developer productivity. On-call engineers require significant amount of domain knowledge and manual effort for root causing and mitigation of production incidents. Recent advances in artificial intelligence has resulted in state-of-the-art large language models like GPT-3.x (both GPT-3.0 and GPT-3.5), which have been used to solve a variety of problems ranging from question answering to text summarization. In this work, we do the first large-scale study to evaluate the effectiveness of these models for helping engineers root cause and mitigate production incidents. We do a rigorous study at Microsoft, on more than 40,000 incidents and compare several large language models in zero-shot, fine-tuned and multi-task setting using semantic and lexical metrics. Lastly, our human evaluation with actual incident owners show the efficacy and future potential of using artificial intelligence for resolving cloud incidents., Comment: Accepted at International Conference on Software Engineering (ICSE-2023)

Incident management is a key aspect of operating large-scale cloud services. To aid with faster and efficient resolution of incidents, engineering teams document frequent troubleshooting steps in the form of Troubleshooting Guides (TSGs), to be used by on-call engineers (OCEs). However, TSGs are siloed, unstructured, and often incomplete, requiring developers to manually understand and execute necessary steps. This results in a plethora of issues such as on-call fatigue, reduced productivity, and human errors. In this work, we conduct a large-scale empirical study of over 4K+ TSGs mapped to 1000s of incidents and find that TSGs are widely used and help significantly reduce mitigation efforts. We then analyze feedback on TSGs provided by 400+ OCEs and propose a taxonomy of issues that highlights significant gaps in TSG quality. To alleviate these gaps, we investigate the automation of TSGs and propose AutoTSG -- a novel framework for automation of TSGs to executable workflows by combining machine learning and program synthesis. Our evaluation of AutoTSG on 50 TSGs shows the effectiveness in both identifying TSG statements (accuracy 0.89) and parsing them for execution (precision 0.94 and recall 0.91). Lastly, we survey ten Microsoft engineers and show the importance of TSG automation and the usefulness of AutoTSG.

Software development is information-dense knowledge work that requires collaboration with other developers and awareness of artifacts such as work items, pull requests, and files. With the speed of development increasing, information overload is a challenge for people developing and maintaining these systems. Finding information and people is difficult for software engineers, especially when they work in large software systems or have just recently joined a project. In this paper, we build a large scale data platform named Nalanda platform, which contains two subsystems: 1. A large scale socio-technical graph system, named Nalanda graph system 2. A large scale recommendation system, named Nalanda index system that aims at satisfying the information needs of software developers. The Nalanda graph is an enterprise scale graph with data from 6,500 repositories, with 37,410,706 nodes and 128,745,590 edges. On top of the Nalanda graph system, we built software analytics applications including a newsfeed named MyNalanda, and based on organic growth alone, it has Daily Active Users (DAU) of 290 and Monthly Active Users (MAU) of 590. A preliminary user study shows that 74% of developers and engineering managers surveyed are favorable toward continued use of the platform for information discovery. The Nalanda index system constitutes two indices: artifact index and expert index. It uses the socio-technical graph (Nalanda graph system) to rank the results and provide better recommendations to software developers. A large scale quantitative evaluation shows that the Nalanda index system provides recommendations with an accuracy of 78% for the top three recommendations.

Crash localization, an important step in debugging crashes, is challenging when dealing with an extremely large number of diverse applications and platforms and underlying root causes. Large-scale error reporting systems, e.g., Windows Error Reporting (WER), commonly rely on manually developed rules and heuristics to localize blamed frames causing the crashes. As new applications and features are routinely introduced and existing applications are run under new environments, developing new rules and maintaining existing ones become extremely challenging. We propose a data-driven solution to address the problem. We start with the first large-scale empirical study of 362K crashes and their blamed methods reported to WER by tens of thousands of applications running in the field. The analysis provides valuable insights on where and how the crashes happen and what methods to blame for the crashes. These insights enable us to develop DeepAnalyze, a novel multi-task sequence labeling approach for identifying blamed frames in stack traces. We evaluate our model with over a million real-world crashes from four popular Microsoft applications and show that DeepAnalyze, trained with crashes from one set of applications, not only accurately localizes crashes of the same applications, but also bootstraps crash localization for other applications with zero to very little additional training data.

The move from boxed products to services and the widespread adoption of cloud computing has had a huge impact on the software development life cycle and DevOps processes. Particularly, incident management has become critical for developing and operating large-scale services. Prior work on incident management has heavily focused on the challenges with incident triaging and de-duplication. In this work, we address the fundamental problem of structured knowledge extraction from service incidents. We have built SoftNER, a framework for mining Knowledge Graphs from incident reports. First, we build a novel multi-task learning based BiLSTM-CRF model which leverages not just the semantic context but also the data-types for extracting factual information in the form of named entities. Next, we present an approach to mine relations between the named entities for automatically constructing knowledge graphs. We have deployed SoftNER at Microsoft, a major cloud service provider and have evaluated it on more than 2 months of cloud incidents. We show that the unsupervised machine learning pipeline has a high precision of 0.96. Our multi-task learning based deep learning model also outperforms the state-of-the-art NER models. Lastly, using the knowledge extracted by SoftNER, we are able to build accurate models for applications such as incident triaging and recommending entities based on their relevance to incident titles., Comment: arXiv admin note: substantial text overlap with arXiv:2007.05505

Pull requests are a key part of the collaborative software development and code review process today. However, pull requests can also slow down the software development process when the reviewer(s) or the author do not actively engage with the pull request. In this work, we design an end-to-end service, Nudge, for accelerating overdue pull requests towards completion by reminding the author or the reviewer(s) to engage with their overdue pull requests. First, we use models based on effort estimation and machine learning to predict the completion time for a given pull request. Second, we use activity detection to filter out pull requests that may be overdue, but for which sufficient action is taking place nonetheless. Lastly, we use actor identification to understand who the blocker of the pull request is and nudge the appropriate actor (author or reviewer(s)). The key novelty of Nudge is that it succeeds in reducing pull request resolution time, while ensuring that developers perceive the notifications sent as useful, at the scale of thousands of repositories. In a randomized trial on 147 repositories in use at Microsoft, Nudge was able to reduce pull request resolution time by 60% for 8,500 pull requests, when compared to overdue pull requests for which Nudge did not send a notification. Furthermore, developers receiving Nudge notifications resolved 73% of these notifications as positive. We observed similar results when scaling up the deployment of Nudge to 8,000 repositories at Microsoft, for which Nudge sent 210,000 notifications during a full year. This demonstrates Nudge's ability to scale to thousands of repositories. Lastly, our qualitative analysis of a selection of Nudge notifications indicates areas for future research, such as taking dependencies among pull requests and developer availability into account.

Developers use search for various tasks such as finding code, documentation, debugging information, etc. In particular, web search is heavily used by developers for finding code examples and snippets during the coding process. Recently, natural language based code search has been an active area of research. However, the lack of real-world large-scale datasets is a significant bottleneck. In this work, we propose a weak supervision based approach for detecting code search intent in search queries for C# and Java programming languages. We evaluate the approach against several baselines on a real-world dataset comprised of over 1 million queries mined from Bing web search engine and show that the CNN based model can achieve an accuracy of 77% and 76% for C# and Java respectively. Furthermore, we are also releasing Search4Code, the first large-scale real-world dataset of code search queries mined from Bing web search engine. We hope that the dataset will aid future research on code search., Comment: Dataset for this paper is available here: https://github.com/microsoft/Search4Code

In the last decade, two paradigm shifts have reshaped the software industry - the move from boxed products to services and the widespread adoption of cloud computing. This has had a huge impact on the software development life cycle and the DevOps processes. Particularly, incident management has become critical for developing and operating large-scale services. Incidents are created to ensure timely communication of service issues and, also, their resolution. Prior work on incident management has been heavily focused on the challenges with incident triaging and de-duplication. In this work, we address the fundamental problem of structured knowledge extraction from service incidents. We have built SoftNER, a framework for unsupervised knowledge extraction from service incidents. We frame the knowledge extraction problem as a Named-entity Recognition task for extracting factual information. SoftNER leverages structural patterns like key,value pairs and tables for bootstrapping the training data. Further, we build a novel multi-task learning based BiLSTM-CRF model which leverages not just the semantic context but also the data-types for named-entity extraction. We have deployed SoftNER at Microsoft, a major cloud service provider and have evaluated it on more than 2 months of cloud incidents. We show that the unsupervised machine learning based approach has a high precision of 0.96. Our multi-task learning based deep learning model also outperforms the state of the art NER models. Lastly, using the knowledge extracted by SoftNER we are able to build significantly more accurate models for important downstream tasks like incident triaging., Comment: To be published in the proceedings of ICSE 2021 - Software Engineering in Practice Track

Software engineers spend a substantial amount of time using Web search to accomplish software engineering tasks. Such search tasks include finding code snippets, API documentation, seeking help with debugging, etc. While debugging a bug or crash, one of the common practices of software engineers is to search for information about the associated error or exception traces on the internet. In this paper, we analyze query logs from a leading commercial general-purpose search engine (GPSE) such as Google, Yahoo! or Bing to carry out a large scale study of software exceptions. To the best of our knowledge, this is the first large scale study to analyze how Web search is used to find information about exceptions. We analyzed about 1 million exception related search queries from a random sample of 5 billion web search queries. To extract exceptions from unstructured query text, we built a novel and high-performance machine learning model with a F1-score of 0.82. Using the machine learning model, we extracted exceptions from raw queries and performed popularity, effort, success, query characteristic and web domain analysis. We also performed programming language-specific analysis to give a better view of the exception search behavior. These techniques can help improve existing methods, documentation and tools for exception analysis and prediction. Further, similar techniques can be applied for APIs, frameworks, etc.

Web search engines are frequently used to access information about products. This has increased in recent times with the rising popularity of e-commerce. However, there is limited understanding of what users search for and their intents when it comes to product search on the web. In this work, we study search logs from Bing web search engine to characterize user intents and study user behavior for product search. We propose a taxonomy of product intents by analyzing product search queries. This is a challenging task given that only 15%-17% of web search queries are about products. We train machine learning classifiers with query log features to classify queries based on intent with an overall F1-score of 78%. We further analyze various characteristics of product search queries in terms of search metrics like dwell time, success, popularity and session-specific information.

Cyber attacks are increasingly becoming prevalent and causing significant damage to individuals, businesses and even countries. In particular, ransomware attacks have grown significantly over the last decade. We do the first study on mining insights about ransomware attacks by analyzing query logs from Bing web search engine. We first extract ransomware related queries and then build a machine learning model to identify queries where users are seeking support for ransomware attacks. We show that user search behavior and characteristics are correlated with ransomware attacks. We also analyse trends in the temporal and geographical space and validate our findings against publicly available information. Lastly, we do a case study on 'Nemty', a popular ransomware, to show that it is possible to derive accurate insights about cyber attacks by query log analysis., Comment: To appear in the proceedings of SIGIR 2020

Web search plays an integral role in software engineering (SE) to help with various tasks such as finding documentation, debugging, installation, etc. In this work, we present the first large-scale analysis of web search behavior for SE tasks using the search query logs from Bing, a commercial web search engine. First, we use distant supervision techniques to build a machine learning classifier to extract the SE search queries with an F1 score of 93%. We then perform an analysis on one million search sessions to understand how software engineering related queries and sessions differ from other queries and sessions. Subsequently, we propose a taxonomy of intents to identify the various contexts in which web search is used in software engineering. Lastly, we analyze millions of SE queries to understand the distribution, search metrics and trends across these SE search intents. Our analysis shows that SE related queries form a significant portion of the overall web search traffic. Additionally, we found that there are six major intent categories for which web search is used in software engineering. The techniques and insights can not only help improve existing tools but can also inspire the development of new tools that aid in finding information for SE related tasks.

Large scale cloud services use Key Performance Indicators (KPIs) for tracking and monitoring performance. They usually have Service Level Objectives (SLOs) baked into the customer agreements which are tied to these KPIs. Dependency failures, code bugs, infrastructure failures, and other problems can cause performance regressions. It is critical to minimize the time and manual effort in diagnosing and triaging such issues to reduce customer impact. Large volume of logs and mixed type of attributes (categorical, continuous) in the logs makes diagnosis of regressions non-trivial. In this paper, we present the design, implementation and experience from building and deploying DeCaf, a system for automated diagnosis and triaging of KPI issues using service logs. It uses machine learning along with pattern mining to help service owners automatically root cause and triage performance issues. We present the learnings and results from case studies on two large scale cloud services in Microsoft where DeCaf successfully diagnosed 10 known and 31 unknown issues. DeCaf also automatically triages the identified issues by leveraging historical data. Our key insights are that for any such diagnosis tool to be effective in practice, it should a) scale to large volumes of service logs and attributes, b) support different types of KPIs and ranking functions, c) be integrated into the DevOps processes., Comment: To be published in the proceedings of ICSE-SEIP '20, Seoul, Republic of Korea

In this paper we describe our experience of using Microsoft Azure cloud computing platform for static analysis. We start by extending Static Driver Verifier to operate in the Microsoft Azure cloud with significant improvements in performance and scalability. We present our results of using SDV on single drivers and driver suites using various configurations of the cloud relative to a local machine. Finally, we describe the Static Module Verifier platform, a highly extensible and configurable platform for static analysis of generic modules, where we have integrated support for verification using a cloud services provider (Microsoft Azure in this case)., Comment: In Proceedings iFMCloud 2016, arXiv:1610.07700