Incident Decision Instructions for Faster IT Problem Resolution
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Solution Overview
Problem
Existing IT service management systems struggle to efficiently diagnose and resolve incidents across multiple layers of a client data center, cloud, or hybrid environment due to the complexity of integrating and managing resources, often requiring manual and inefficient operator intervention.
Innovation Solution
A computer-implemented method and system that categorizes incident instances into types with common underlying problems, generating decision instructions for operators using a chatbot-driven interface, which provides dynamic and context-aware command steps based on historical incident resolutions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If operators manually diagnose and resolve incidents using traditional runbooks and collaboration platforms, then they can handle complex multi-layer IT service issues, but the process requires significant manual effort and time
Solution Approach 1:
The system enables self-service by automatically categorizing incident instances into incident types and generating decision instructions without operator intervention. The chatbot-driven interface autonomously processes incident data, converts generalized resources to specific hosts, and provides resolution commands, reducing manual effort and accelerating incident resolution
Solution Approach 2:
The system performs preliminary actions by pre-categorizing incident instances into standardized incident types and pre-generating decision instructions for common incident patterns. This preparation work is done in advance so that when incidents occur, operators can quickly retrieve and execute pre-prepared resolution steps rather than diagnosing from scratch
2Measurement precision
If operators use detailed runbooks with specific command steps, then troubleshooting accuracy improves, but the complexity of managing and updating runbooks across multiple IT layers increases
Solution Approach 1:
The system applies universality by creating incident types that categorize multiple specific incidents under common patterns. A single incident type can represent various specific incidents across different IT layers (code, data, runtime, middleware, operating system, virtualization, servers, storage, networking), reducing the need for separate runbooks for each specific case
Solution Approach 2:
The system uses copying by generating decision instructions that can be replicated and applied across multiple incident instances of the same type. Once a decision instruction set is created for a particular incident type, it can be copied and applied to all future incidents of that type, ensuring consistent troubleshooting accuracy without recreating the same instructions repeatedly
3Extent of automation
If the system provides generalized decision instructions for incident types, then automation and efficiency improve, but the instructions must be converted to specific host commands which adds processing steps
Solution Approach 1:
The system uses an intermediary approach by introducing a chatbot-driven interface that acts as a mediator between the automated decision instruction generation and the specific host command execution. The chatbot processes the conversion from generalized resources to specific hosts, managing the complexity of resource mapping while maintaining automation benefits
Data Source
AI summary
A method, computer program product, and computer system are described for providing decision instructions for problem incidents in information technology (IT) systems. The method includes categorizing incident instances as incident types, where an incident instance includes one or more events having resources identifying one or more hosts specific to the incident instance and wherein an incident type categorizes incident instances having a common underlying problem with the incident type having generalized resources. The method includes generating decision instructions for an incident type wherein the decision instructions provide generalized command steps for interacting with hosts for the resolution of incident instances of the incident type.