Automated Incident Resolution via Knowledge Object Parsing
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Solution Overview
Problem
Manual resolution of technical issues on end-user computing devices is time-consuming and costly, leading to delays and lost productivity, as it relies on available manpower and often requires multiple levels of escalation.
Innovation Solution
An automated incident resolution system that diagnoses and resolves technical issues by parsing user descriptions against a database of knowledge objects and key performance indicators, generating diagnostic and corrective scripts to address identified issues, and applying fixes without manual intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual resolution of technical issues is used, then human expertise can diagnose and fix problems, but response time increases and productivity is lost
Solution Approach 1:
The system enables self-service automation where the computing device automatically diagnoses and resolves technical issues without human intervention. The device executes diagnostic routines, analyzes results, and applies corrective actions autonomously, transforming manual support into an automated self-resolving system that eliminates wait times while maintaining resolution quality
Solution Approach 2:
The system performs preliminary actions by pre-configuring diagnostic and corrective routines that are ready to execute immediately when issues are detected. Knowledge objects and remediation scripts are prepared in advance, allowing the system to respond instantly to technical issues rather than waiting for human analysis and decision-making
2Productivity
If automated diagnostic and corrective routines are implemented, then response time is reduced and productivity is maintained, but device complexity increases
Solution Approach 1:
The automation system is segmented into distinct modular components: incident detection modules, diagnostic routine executors, knowledge object databases, and corrective action applicators. Each component performs a specific function and can be independently managed, updated, and scaled, reducing overall system complexity while maintaining high productivity
Solution Approach 2:
The system introduces an intermediary automation layer between the user and technical issues. This intermediary automatically handles diagnosis and resolution, shielding users from system complexity while delivering fast responses. The intermediary translates user problems into automated actions without requiring users to understand the underlying complexity
3Reliability
If multiple levels of escalation are used for incident resolution, then complex issues can be addressed by senior support staff, but resource consumption increases and resolution time extends
Solution Approach 1:
The system replaces the mechanical human support escalation hierarchy with an automated intelligent system that can handle issues at any complexity level. AI-driven diagnostic engines and knowledge bases substitute for human expertise, eliminating the need for multiple escalation levels while maintaining the ability to resolve complex issues and improving resource efficiency
Data Source
AI summary
Methods, systems and computer program products for automated resolution of computer system incidents are provided.