Automated Fix Action Analysis for Telecom Incident Resolution
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Solution Overview
Problem
Managing complex telecommunication networks is challenging due to the inefficiencies in processing incident reports, which often require significant labor and resources, and the lack of systematic analysis of past incidents for future reference.
Innovation Solution
An incident management application that analyzes incident reports after closure, identifies associated alarms, retrieves incident data, and provides recommended corrective actions to NOC personnel, while using machine learning to prioritize and automate responses based on severity and effectiveness.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If NOC personnel manually troubleshoot incident reports, then they can resolve network issues, but the time and resources required increase significantly
Solution Approach 1:
The system performs preliminary analysis of incident reports automatically before human intervention. The incident management application pre-processes alarm data, correlates events, and prepares diagnostic information in advance, so that when NOC personnel receive the incident, the groundwork is already done, reducing their troubleshooting time
Solution Approach 2:
The system implements feedback loops where incident resolution outcomes are captured and used to improve future incident handling. The application learns from resolved incidents and provides increasingly accurate recommendations, reducing both time and resources required for subsequent similar incidents
2Loss of information
If NOC personnel manually analyze incident reports, then they can understand network failures, but the complexity of analysis increases with network size
Solution Approach 1:
The incident management application acts as an intermediary between the complex network infrastructure and the NOC personnel. It translates raw alarm data and network events into meaningful incident reports with correlated information, making the complexity manageable for human analysts
Solution Approach 2:
The system merges multiple alarm sources and network data streams into unified incident reports. By correlating related alarms and consolidating information from various network elements, it presents a coherent view of network failures rather than scattered individual alarms
3Productivity
If incident reports are automatically closed without analysis, then processing speed increases, but learning from past incidents is lost
Solution Approach 1:
The system performs self-service by automatically analyzing and archiving incident data without requiring manual review of every closed incident. The incident management application autonomously processes incident reports, extracts lessons learned, and stores them for future reference, maintaining both speed and knowledge capture
4Reliability
If more resources are allocated to troubleshoot incidents, then resolution quality improves, but costs increase
Solution Approach 1:
The system replaces manual mechanical troubleshooting processes with automated electronic analysis. The incident management application uses computer-based algorithms to analyze incident data, correlate alarms, and generate diagnostic recommendations, reducing the need for human labor while maintaining or improving resolution quality
Data Source
AI summary
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.