Automated IT Event Remediation via Success Score Classification
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Solution Overview
Problem
Manual responses to IT events in IT support are inconsistent, time-consuming, and error-prone, and require substantial human resource costs.
Innovation Solution
An automated remediation system that classifies IT events into event classes, matches them with event-procedure relations based on calculated success scores, and executes the highest-ranked procedures to remediate the issues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual responses are used to handle IT events, then human agents can analyze and perform actions, but the process becomes inconsistent, time-consuming, and error-prone
Solution Approach 1:
The system enables automated self-service for IT event remediation by using machine learning models to automatically analyze events, select appropriate procedures, and execute remediation actions without human intervention, thereby improving consistency and reducing response time
Solution Approach 2:
The patent replaces manual mechanical processes (human analysis and action) with automated computational processes including event classification, procedure selection algorithms, and automated execution systems that consistently process events faster and more accurately
2Reliability
If manual responses are used to handle IT events, then human agents can perform complex analysis, but substantial human resource costs are required
Solution Approach 1:
The system performs automated analysis and remediation using machine learning models and procedure execution engines, eliminating the need for substantial human resources while maintaining or improving remediation accuracy through consistent application of learned patterns
Solution Approach 2:
The system creates and executes standardized procedure templates for common event types, allowing automated replication of successful remediation patterns across multiple events without requiring human expertise for each individual case
3Productivity
If automated procedures are implemented, then response time is reduced, but the system complexity increases
Solution Approach 1:
The automated system is divided into distinct modular components including event classification modules, procedure selection modules, and execution modules, each handling specific aspects of the remediation process independently, which manages complexity while maintaining high productivity
Solution Approach 2:
The system introduces intermediary components such as procedure libraries and event classification schemas that mediate between raw events and remediation actions, organizing complexity into manageable layers that improve processing speed
Data Source
AI summary
A computing device includes a processor and a medium storing instructions. The instructions are executable by the processor to: detect an information technology (IT) event associated with an IT system; determine an event class for the IT event; identify a plurality of event-procedure relations associated with the determined event class, each of the plurality of event-procedure relations having an associated success score; select a first event-procedure relation having a highest success score, wherein the first event-procedure relation specifies a relation between the determined event class and a first remediation procedure; and execute the selected first remediation procedure to remediate the IT event.