54 results about "Incident management (ITSM)" patented technology

A set of incident records are received for a computing system. The incident records are analyzed to identify similar incident records which are then linked. Incident clusters are generated based upon the links and incident records in each cluster are ranked. A prompt is generated to an artificial intelligence (AI) model based on the ranked, related incidents and the AI model returns a response that identifies a root cause and mitigation steps corresponding to the ranked incidents.

In one embodiment, a computer-implemented method executed using one or more processors of an incident management system comprises receiving a notification of an incident associated with a computer system, and in response to receiving the notification: extracting an error message from the notification; reading a set of computer program code changes that have been implemented in the computer system; matching the error message to the set of computer program code changes and outputting a set of one or more candidate code changes that may correspond to the error message; based on the set of candidate code changes, generating an automatic remediation for the incident; and using the one or more processors of the incident management system, executing the automatic remediation on the computer system.

A computer-implemented method executed using one or more processors of an incident management system, the computer-implemented method comprising accessing one or more data sets of information associated with an incident event corresponding to an incident associated with a computer system; generating a prompt based on the one or more data sets of information, wherein generating the prompt comprises generating a plurality of sub-prompts to be provided to a machine-learning model for generating a report of the incident event in accordance with a predetermined criteria; inputting the prompt into a machine-learning model that has been trained to generate a report of the incident event based on the prompt; outputting, by the machine-learning model, the report of the incident event, wherein the report comprises an analysis of the incident event; transmitting the report to one or more computing devices associated with the computer system.

A predictive incident management system, consisting of: a sensor input module configured to receive heterogeneous telemetry data streams from mechanical, thermal, electrical and cyber sources; a temporal correlation control unit operationally coupled to the sensor input module, wherein the temporal correlation control unit is configured to normalize received data into a uniform time series envelope that includes identifiers, microsecond-precision timestamps, metric names, values, and context markers, and is further configured to compute sliding window-cross-sensor correlation matrices, event motifs, and lead-lag dependencies across multiple time granularities; a scalable rule processor that is communicatively linked to the control unit for temporal correlation, wherein the rule engine includes an in-memory runtime environment for processing complex events and a domain-specific declarative language, and is configured to apply rules that reference primitive sensor metrics, derived correlation features, and motive-based early warning vectors to classify, escalate, or resolve predicted incidents; A historical repository that is communicatively connected to both the temporal correlation control unit and the rule engine. The repository is configured to store tagged event histories, correlation motif dictionaries, rule versions, and rule origin metadata to ensure the verifiability and explainability of predictions; and An incident response interface is operationally connected to the rule engine. The incident response interface is configured to trigger automated workflows, including the generation of tickets for IT service management, chat ops notifications, the execution of orchestration playbooks, and direct machine control via industrial protocols. the system is configured to perform predictive analyses based on temporal correlations between sensors and to execute context-aware, rule-based incident management in real time.

A method of initiating actions based on analyzing automated fix actions in a telecommunication network management system, the method comprising obtaining, by an incident management application executing on a computer system, prior incident reports associated with a plurality of historical incidents from a database, wherein the prior incident reports comprise one or more recommended corrective actions taken or to be taken to resolve the historical incidents; evaluating, by the incident management application, the prior incident reports to determine a severity level of the prior incident reports and / or an effectiveness value of the one or more recommended corrective actions; prioritizing actions to be taken automatically or by NOC personnel based on the severity level and / or the effectiveness value; and initiating a corrective action to be taken automatically or by the NOC personnel to resolve an active incident report based on the prioritization.

An incident management system comprises a reset application and a network impact application. The network impact application is configured to determine a reset time at which to perform a reset at the network element based on a network impact rule, wherein the network impact rule indicates an optimal time to perform the reset at the network element based on a load at the network element at various times, and compare a network impact level of the incident at the network element with a network impact level of performing the reset at the network element. When the network impact level of the incident at the network element is less than the network impact level of performing the reset at the network element, the reset application is configured to determine a second reset to perform at the network element in an attempt to resolve the incident.

Systems and methods for detecting and managing incidents are disclosed. In one embodiment, a method for detecting an incident includes receiving issue data created for an issue tracking system; analyzing the received issue data over a predetermined interval; determining whether a potential incident has occurred based on the analysis; upon determining that a potential incident has occurred, creating an incident management assistant program; identifying one or more relevant users to communicate an alert to; and communicating the alert to the identified relevant users, the alert including a pointer to the incident management program.

An incident management system for managing an incident response may be provided. The incident management system may include an incident management (IM) computing device and a vehicle. The IM computing device may include a processor and memory, the processor may be programmed to receive a notification that an incident has occurred, the notification including sensor data and sub-system data. The processor may analyze the data to determine an incident response, the determination including categorizing the incident based on damage determined from the data. The processor may also identify a responding party based on the incident response and the category of the incident. The processor may further parse the data to generate a set of critical data. The critical data may be based on the responding party. The processor may transmit a message to the responding party including the critical data and the location of the vehicle.

Systems and methods for intelligent network incident management, Root Cause Analysis (RCA), and automated remediation include receiving metrics, graphs, and historic logs associated with network performance of a tenant of the cloud system; identifying a network issue based on the received metrics, graphs, and historic logs; performing an automated RCA to determine a cause of the network issue; and remediating the identified network issue based on the determined cause. Various embodiments include training specialized Large Language Models (LLMs) for performing the automated incident identification, RCA, and remediation.

A set of incident records are received for a computing system. The incident records are analyzed to identify similar incident records which are then linked. Incident clusters are generated based upon the links and incident records in each cluster are ranked. A prompt is generated to an artificial intelligence (AI) model based on the ranked, related incidents and the AI model returns a response that identifies a root cause and mitigation steps corresponding to the ranked incidents.

A method comprises determining, by an alarm management system, that an alarm parameter exceeds a threshold value, transmitting, by the alarm management system, a throttle alarm to an incident reporting application in the communication network, in which the throttle alarm indicates that the second alarms describing the common incident will be throttled at the alarm management system for the throttle period, storing, by the throttle application, second alarms describing a common incident at a data store accessible by the alarm management system during a throttle period instead of forwarding the second alarms to a processing entity, transmitting, by the alarm management system, at pre-defined time intervals during the throttle period, an interval alarm report, and transmitting, by the incident management system to an incident reporting system, a throttled alarm report.

A robust and easy-to-use health, safety, and wellness platform that focuses on individual safety and community safety. A cloud-based platform facilitates the health, safety, and wellness of individuals in a user community. The platform comprises at least several features, provided as modules within the platform, including an incident management feature having a centralized dashboard for collecting, tracking, managing, and responding to events, an anonymous reporting feature providing individual users in the user community with a safe and private means for reporting concerning behavior, a digital emergency alert button, a data collection feature including customizable surveys to collect information from community users, a communication management feature to keep community users informed with important update information, and a guest and visitor management feature to ensure all non-community users (guests or visitors) are properly managed through screening and tracking.

Computer Console for DevOps Incident Management

An incident management system comprises a reset application and a network impact application. The network impact application is configured to determine a reset time at which to perform a reset at the network element based on a network impact rule, wherein the network impact rule indicates an optimal time to perform the reset at the network element based on a load at the network element at various times, and compare a network impact level of the incident at the network element with a network impact level of performing the reset at the network element. When the network impact level of the incident at the network element is less than the network impact level of performing the reset at the network element, the reset application is configured to determine a second reset to perform at the network element in an attempt to resolve the incident.

Systems and methods of setting rules that automate the creation of a ticket related to incidents on a computer network. In some embodiments, a graphical user interface (GUI) is presented, wherein the GUI includes one or more first graphical items for defining a network incident type on a network. One or more user selections of the one or more first graphical items are received. One or more automated incident identification characteristics of an incident management data structure are generated based on the user selections of the first graphical items. User input is received in the GUI that defines one or more automated ticket generation rules of the incident management data structure.

The present invention relates to an AI-enabled utility plug-in for IT incident management tools that improves total customer experience (TCE) by streamlining the resolution process for complex incidents. The plug-in detects when an incident has been reassigned multiple times and temporarily prevents further reassignment. It identifies the earliest available time slot for a meeting among the respective stakeholders and automatically schedules the meeting to determine incident ownership and resolution steps. The plug-in updates the IT incident management tool with the determined ownership and steps, and triggers notifications to higher-level authorities if no resolution is reached. The invention also includes features such as analyzing incident complexity, maintaining a knowledge base, providing real-time notifications, generating efficiency reports, integrating with communication platforms, offering a user interface, and defining escalation rules. By improving collaboration, clarity, and efficiency in handling complex IT incidents, the AI-enabled utility plug-in enhances TCE and optimizes the overall IT incident management process.

Methods, systems, and computer storage media for providing security incident management using a security graph layering engine in a security management system. Security incident management is provided using the security graph layering engine that include multi-layer security graph that supports querying a security graph using a multi-layer representation of data associated with security graph. In operation, a security graph associated with a plurality of security resources in a cloud environment is accessed. Based on accessing the security graph, a multi-layer security graph is generated. The multi-layer security graph is a multi-layer representation of the security. The multi-layer security graph is deployed. A security query associated with the multi-layer security graph is accessed. The security query is executed based on the multi-layer security graph, executing the security query generates a query result. The query result is communicated to a security incident management client to cause display of the security query results.

Systems, methods, and devices are described for intelligent outage evaluation and insight management for monitoring and incident management systems. A set of incident logs associated with a cloud computing service are received by a cloud computing service provider system. Each incident log includes impact data corresponding to a respective incident that occurred during an evaluation period. The impact data includes an interruption count representative of a number of interruptions on resources caused by the respective incident. A total active resource time representative of resource activity during the evaluation period is determined. An interruption rate is determined for the evaluation period by summing interruption counts to generate a total interruption count and dividing the total interruption count by the total active resource time. An actionable insight applicable to the cloud computing service is generated based on the interruption rate and the incident logs.

Data records associated with an account may be used to track incidents in a supply chain. Incident records associated with a supply chain are accessible and modifiable by users with an active user account associated with an incident management application. The application may receive requests to perform user actions on multiple incidents. Each request may be validated according to account-specific permissions and user-specific privileges. Multiple users may be grouped according to user classes indicative of their status as internal users or external users. Non-users may be invited to perform user actions on incident data through access links generated by the application instance. Access links may allow a non-user to become an invited or registered external user. A registered external user may be promoted to a named external user. Various visibility groups may limit the user actions that any given user of a particular user class can perform on incident data.

Methods and systems for managing an incident using an incident management system include receiving an incident and displaying the incident on a display. The incident includes an associated standard operating procedure (SOP) for managing the incident. Each of the SOPs includes one or more corresponding SOP steps. The incident and the associated SOP, including the one or more corresponding SOP steps, are displayed in a SOP view. A user selects one of the one or more SOP steps from the SOP view, which displays an action view that displays one or more categories of assets that are activatable via a user interface for supporting one or more of the SOP steps associated with the incident. The user selects one of the one or more categories of assets for supporting one or more of the SOP steps associated with the incident, allowing the user to activate one or more of the assets to manage the SOP.

An incident management system for managing an incident response may be provided. The incident management system may include an incident management (IM) computing device and a vehicle. The IM computing device may include a processor and memory, the processor may be programmed to receive a notification that an incident has occurred, the notification including sensor data and sub-system data. The processor may analyze the data to determine an incident response, the determination including categorizing the incident based on damage determined from the data. The processor may also identify a responding party based on the incident response and the category of the incident. The processor may further parse the data to generate a set of critical data. The critical data may be based on the responding party. The processor may transmit a message to the responding party including the critical data and the location of the vehicle.

Example aspects include techniques for implementing a rapid incident management system. These techniques include determining coverage information indicating a relationship between an incident and a plurality of incident assignment groups, and determining a plurality of incident features based on the coverage information and an incident description corresponding to the incident. In addition, the techniques include generating assignment likelihood information for each of the plurality of incident assignment groups based on the plurality of incident features, assigning the incident to an incident assignment group having a highest assignment likelihood value within the assignment likelihood information, and transmitting a notification to a device associated with the incident assignment group.

In some implementations, the device may include instantiating a plurality of agents configured to communicate with a plurality of security tools deployed in the organization, where each of the plurality security tools defends against a different type of cyber-incident. In addition, the device may include receiving, by an agent of the plurality of agents, an input request from a respective security tool, where the input request includes at least a traffic pattern; generating, by the agent, a prompt for an AI model based on at least the input request the prompt when processed by the AI model returns at least instructions to modify at least one security policy set with the security tool; and feeding, by the agent, the at least instructions to the security tool, where the at least instructions, when executed by the security tool, causes the security tool to modify each of the least one security policy in real-time.

Systems and methods for detecting and managing incidents are disclosed. In one embodiment, a method for detecting an incident includes receiving issue data created for an issue tracking system; analyzing the received issue data over a predetermined interval; determining whether a potential incident has occurred based on the analysis; upon determining that a potential incident has occurred, creating an incident management assistant program; identifying one or more relevant users to communicate an alert to; and communicating the alert to the identified relevant users, the alert including a pointer to the incident management program.

In one embodiment, a computer-implemented method executed using one or more processors of an incident management system comprises receiving a notification of an incident associated with a computer system, and in response to receiving the notification: extracting an error message from the notification; reading a set of computer program code changes that have been implemented in the computer system; matching the error message to the set of computer program code changes and outputting a set of one or more candidate code changes that may correspond to the error message; based on the set of candidate code changes, generating an automatic remediation for the incident; using the one or more processors of the incident management system, executing the automatic remediation on the computer system.

A method comprises receiving, by a computing device of an incident management system, information associated with a plurality of incidents at a site for a time period; generating, by the computing device, a graphical user interface, the graphical user interface including visual representations of: the information associated with the plurality of incidents at the site, where the visual representations included visual representations of a plurality of closed incidents, real-time visual representations of a plurality of open incidents, or both; and operator performance metrics associated with the plurality of closed incidents and the plurality of open incidents; and identifying, by the computing device, a remediation action based on the information associated with the plurality of incidents at the site, the operator performance metrics, or both.

One example method includes receiving, from a component participating in byzantine decision-making processes, one or more echo messages, and the echo messages originate either from communications sent by the component to one or more other components participating in the byzantine decision-making processes, or from communications received by the component from the one or more other components participating in the byzantine decision-making processes; logging the echo messages in a database; forwarding the echo messages to a byzantine situation awareness service (BSAS); scanning, by the BSAS, the echo messages; identifying, by the BSAS, a discrepancy in the echo messages; communicating, by the BSAS, the discrepancy to an incident management system; and implementing, or directing implementation of, by the incident management system, a remedial action that corresponds to the discrepancy.

A method and system for securing privileged access data via a privileged access security service (PASS) platform may be provided. The method may include obtaining authentication data, providing a web-based UI portal to access a PASS platform upon ascertaining that user credentials are valid, and inputting digital case data into the web-based UI portal. The PASS platform may include an incident management and tracking system and an entitlement control management system. The method may include performing dual operations on the digital case data and generating an ADFS digital security token and a digital functional identifier (FID), and calling an API based on the ADFS digital security token and the digital FID. The method may also include testing the API internally via an API gateway endpoint and cloud APIs without exposing the ADFS digital security token to the user, generating a response based on the testing, and displaying the response.