IT Incident Management System Automating Analysis
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Solution Overview
Problem
Current IT process management systems face challenges in providing real-time visibility and efficient analysis of exceptional conditions such as hardware and software failures, over-utilized resources, and slow response times, often requiring manual and repetitive efforts, leading to wasted resources and potential service disruptions.
Innovation Solution
A system that automatically receives and analyzes incident reports from various monitoring resources, retrieves related historical data, and provides a prioritized dashboard to network administrators, enabling automated remediation processes and improving IT process management by surfacing bottlenecks and commonalities, and correlating incident causes with successful remediation strategies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual analysis of incident reports is used, then detailed examination of exceptional conditions can be performed, but expensive human resources are wasted and response time increases
Solution Approach 1:
The system performs self-service by automatically analyzing incident reports, collecting additional data, retrieving historical information, and identifying responsive processes without human intervention. The computer implementation automates the entire analysis workflow, allowing the system to serve itself in resolving incidents while maintaining detailed analysis capabilities.
Solution Approach 2:
The patent replaces manual mechanical analysis processes with computer-based automated analysis. The system uses software to perform data collection, historical database queries, and incident analysis that previously required human analysts, thereby eliminating the need for expensive human resources while maintaining or improving analysis quality.
2Loss of information
If manual data collection and analysis is performed, then comprehensive incident information can be gathered, but repetitive manual steps waste expensive human resources
Solution Approach 1:
The system automatically performs data collection from multiple sources, retrieves relevant historical data, and analyzes incident information without requiring manual intervention. This self-service approach ensures comprehensive information gathering while eliminating repetitive manual steps that waste human resources.
Solution Approach 2:
The automated system performs multiple functions including data collection, historical database querying, incident analysis, and responsive process identification within a single integrated platform. This multi-functional approach replaces multiple manual processes with one unified system, improving both information completeness and resource efficiency.
3Productivity
If automated processes are implemented, then resource efficiency improves, but system complexity increases
Solution Approach 1:
The automated system is divided into distinct functional modules: incident report reception, additional data collection, historical data retrieval, incident analysis, and responsive process identification. This segmentation allows each component to perform its specific function independently, making the overall complex system manageable and maintainable while achieving high resource efficiency.
4Measurement precision
If comprehensive data collection is performed, then analysis accuracy improves, but processing time increases
Solution Approach 1:
The system performs preliminary actions by pre-collecting and storing historical incident data in a readily accessible database format. When an incident occurs, the system can quickly retrieve relevant historical information without performing time-consuming data collection operations, thereby maintaining high analysis accuracy while reducing processing time.
Data Source
AI summary
Methods, systems and computer program products are provided for managing information technology (IT) processes for a computer network. An incident report, including associated data, is received from an application monitoring resources on the computer network. Additional data associated with the computer network resources to be obtained based on the incident report is automatically identified and obtained. Related data in a historical database is automatically identified based on the incident report and/or the additional data and the identified related historical data is automatically retrieved. The incident report, the additional data and/or the related historical data are analyzed to identify a responsive process to respond to the incident report.